Customers Waiting in Front of a Retail Store

Once a retail sector understands the reasons driving customers to join a line in front of the door, that company might adopt marketing strategies targeting waiting customers. Restated, the reasons causing a customer to wait for a service are important. This investigation developed a questionnaire for surveying customer wait experiences. The reasons of customer behaviors associated with waiting were identified from the questionnaire survey based on three dimensions: perceived waiting time, psychology, and service quality. Finally, this study identified ten factors affecting customer willingness to join a queue in front of a retail store based on the analytical results.