Assessment Of Waiting Line System In Improving Customer Satisfaction The Case Of Addis Ababa City Administration Drivers And Vehicles Licensing And Control Authority.

This study gives the reader a deeper insight into the impacts of waiting line systems applicationrnin relationship to improving the customer satisfaction and the general performance of the publicrnservices organization. The objective of the study was to assess such things as customer arrivalrnand waiting time management system application as a factor for enhanced customer satisfaction.rnThe methodologies used for data collection were site observation, in which structuredrnobservation check lists were used, a pre-tested/ adopted questionnaire and scheduled interviewrnquestions. For the site observation an entire customers randomly visiting the centers within thernsampled time intervals have been accounted taking systematically every 3rd customer for datarncollection. A sample of 370 customers was taken for the data collection. The queue variablesrnused under the study were perceived waiting time, actual service time, services quality, rate ofrncustomers’ compliance and the queue discipline before and after the application of WLS.rnScheduled Interview questions were presented to three branches managers of Addis AbabarnDrivers and Vehicles Licensing and Control Authority to assess impact of the queue managementrnsystem has had on to improve customers satisfaction reducing the actual situation of customerrnwaiting lines at, the compliance rate of clients after and before the application of the system, andrnthe planed actions. For the analysis of the data, observational interpretation data collected usingrnvarious software's like SPSS. Single queue-multiple server model of queue analysis was used,rnwhile frequency tables, graphs and correlation analysis were used for analyzing the datarncollected through questionnaire. Imagining about the many times someone had to wait in line inrnthe last month or year and the time and the frustration that was associated with those waits hasrnbecome a central concern to this study in line with its impact on the customers satisfaction. Thernstudy stipulated that application of the Queue Management System is one of the remedialrnsolutions to enhance the overall organizational performance and above all boost customers’rnsatisfaction in public services organizations. To keep their organizational reputation, Publicrnsectors as well as the Private business organizations have to increase their customers’rnsatisfaction by delivering instant and timely services. In services, waiting has great impact onrnservice level and customer satisfaction. Consequently, in time-based competition, one of thernmain objectives of service companies is to minimize customer waiting and thus the ultimaternmanagement objective should be the maximization of customer satisfaction implementing timernefficient technologies such as Waiting Line Management systems. Therefore, the managers canrnuse the results in process mapping and improvement areas to improve their customers’rnsatisfaction by limiting waiting time, reducing customers’ compliance and enhancing servicesrnquality. As service capacity increases, there is a reduction in the number of customers in the linernand in their waiting times, which decreases queuing cost and compliance.

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