Assessing the Effect of Waiting Times on Restaurant Service Delivery in the Ho Municipality, Ghana
European Business & Management
Volume 3, Issue 6, November 2017, Pages: 113-119
Received: Feb. 6, 2017; Accepted: Jun. 15, 2017; Published: Nov. 25, 2017
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Author
Lolonyo Letsa, Department of Hospitality and Tourism Management, Ho Technical University, Ho, Ghana
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Abstract
This study seeks to establish the effect of waiting times on restaurant service delivery in the Ho Municipality, Ghana. Specifically, to assess the wait time experienced and expected by customers during four different periods of the customer’s total time of engaging the restaurant services. A descriptive, cross-sectional survey was conducted among 50 purposively customers of restaurant services. Both descriptive and inferential statistics were computed during the analysis of the data using both SPSS and Microsoft Excel. Results show that the average waiting time under all the sub sections measured exceeds the average waiting time customers actually want to do. This is not good for customers as they want a cut down on the amount of time spent waiting from the period of entering the restaurant to the point of exiting. It is confidently concluded that customers are not satisfied with the long waiting times spent in the restaurant. This could affect total satisfaction of the customers. Also, server behaviors are good with the personality traits of the servers being ranked highest followed by the job related attributes. Request related attributes were the least ranked. It was thus, recommended that management and employees should work hard at reducing the waiting times at each level of the service process since customers are dissatisfied with the excessive waiting times. Most customers would prefer not spending more than five minutes at each stage of the service process hence management should seriously consider activities that will help reduce the waiting time. Furthermore, management should equally put in place some measures that will prevent customers from feeling bored during the period of waiting.
Keywords
Wait, Time, Restaurant, Service, Delivery
To cite this article
Lolonyo Letsa, Assessing the Effect of Waiting Times on Restaurant Service Delivery in the Ho Municipality, Ghana, European Business & Management. Vol. 3, No. 6, 2017, pp. 113-119. doi: 10.11648/j.ebm.20170306.13
Copyright
Copyright © 2017 Authors retain the copyright of this article.
This article is an open access article distributed under the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0/) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
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