European Business & Management

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Assessing the Effect of Waiting Times on Restaurant Service Delivery in the Ho Municipality, Ghana

Received: 06 February 2017    Accepted: 15 June 2017    Published: 25 November 2017
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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.

DOI 10.11648/j.ebm.20170306.13
Published in European Business & Management (Volume 3, Issue 6, November 2017)
Page(s) 113-119
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Wait, Time, Restaurant, Service, Delivery

References
[1] Kaplan, R. S., & Norton, D. P. (2001). Transforming the balanced scorecard from performance measurement to strategic management: Part I. Accounting horizons, 15(1), 87-104.
[2] Alsumait, K. (2015). Guests' Waiting Experience at Hotels: Evidence from Saudi Arabia. Saudi Arabia.
[3] Qureshi, M. I., Bhatti, M., Khan, A., & Zaman, K. (2014). Measuring queuing system and time standards: A case study of student affairs in universities. African Journal of Business Management, 8(2), 80.
[4] Kandemir-Caues, C., & Cauas, L. (2007). An Application of Queuing Theory to the Relationship between Insulin Level and Number of Insulin Receptors. Turkish Journal of Biochemistry, 32 (1): 32-38.
[5] Bielen, F., & Demoulin, N. (2007). Waiting time influence on the satisfaction-loyalty relationship in services. Managing Service Quality. An International Journal, 17(2), 174-193.
[6] Zeithaml, V., & Bitner, J. (2002). Services Marketing: Integrating Customer Focus across the Firm, 3rd ed., New York, NY: McGraw-Hill Higher Education.
[7] Pruyn, A., & Smidts, A. (1998). “Effects of waiting on the satisfaction with the service: beyond objective time measures”. International Journal of Research in Marketing, Vol. 15 No. 4, pp. 321-34.
[8] Hwang, J., & Lambert, C. U. (2006). Customers' identification of acceptable waiting times in a multi-stage restaurant system. Journal of Foodservice Business Research, 8(1), 3-16.
[9] Cameron, M. A., Baker, J., Peterson, M., & Braunsberger, K. (2003). The effects of music, wait-length evaluation, and mood on a low-cost wait experience. Journal of Business Research, 56(6), 421-430.
[10] Kokkinou, A., & Cranage, D. A. (2013). Using self-service technology to reduce customer waiting times. International Journal of Hospitality Management, 33, 435-445.
[11] Taylor, S. (1994). Waiting for service: the relationship between delays and evaluations of service. The journal of marketing, 56-69.
[12] Maister, D. (1985). The one-firm firm. Sloan Management Review, 27(1), 3-13.
Author Information
  • Department of Hospitality and Tourism Management, Ho Technical University, Ho, Ghana

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  • APA Style

    Lolonyo Letsa. (2017). Assessing the Effect of Waiting Times on Restaurant Service Delivery in the Ho Municipality, Ghana. European Business & Management, 3(6), 113-119. https://doi.org/10.11648/j.ebm.20170306.13

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    ACS Style

    Lolonyo Letsa. Assessing the Effect of Waiting Times on Restaurant Service Delivery in the Ho Municipality, Ghana. Eur. Bus. Manag. 2017, 3(6), 113-119. doi: 10.11648/j.ebm.20170306.13

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    AMA Style

    Lolonyo Letsa. Assessing the Effect of Waiting Times on Restaurant Service Delivery in the Ho Municipality, Ghana. Eur Bus Manag. 2017;3(6):113-119. doi: 10.11648/j.ebm.20170306.13

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  • @article{10.11648/j.ebm.20170306.13,
      author = {Lolonyo Letsa},
      title = {Assessing the Effect of Waiting Times on Restaurant Service Delivery in the Ho Municipality, Ghana},
      journal = {European Business & Management},
      volume = {3},
      number = {6},
      pages = {113-119},
      doi = {10.11648/j.ebm.20170306.13},
      url = {https://doi.org/10.11648/j.ebm.20170306.13},
      eprint = {https://download.sciencepg.com/pdf/10.11648.j.ebm.20170306.13},
      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.},
     year = {2017}
    }
    

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    T1  - Assessing the Effect of Waiting Times on Restaurant Service Delivery in the Ho Municipality, Ghana
    AU  - Lolonyo Letsa
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    PY  - 2017
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    AB  - 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.
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