Waiting time delays and customer satisfaction in supermarkets

Abstract

Describes a laboratory study which tested the effect of customer attributions on customer satisfaction, both with the checker and with the store. Tests were carried out for situations where the perceived waiting time was longer than expected, and for situations where it was shorter than expected. The findings indicated the significant effect of customer attribution. Concludes that customer satisfaction/dissatisfaction is dependent not only on the perceived waiting time, but also on the customer identification of the causes, as well as the stability and control of the causes.