Questionnaire design for finding the causes of join a waiting line in the service industry

In service industry, customers wait for being served if the service rate is lower than arrival rate of customers. Such a waiting phenomenon is a common situation but costs a lot in the service industry. Partial customers might be angry for a long waiting. This waiting experience means the poor quality. If the customer´s waiting behaviors can turn to be the knowledge, it is a marketing chance for the service company. Once the service company can understand the causes that customers wish to join a waiting line, the company can adopt marketing strategies for customers waiting management and increase the customer service quality. That is, the causes of a customer want to wait for being served is important to discuss. In this study, a questionnaire for surveying customers with waiting experience has formulated. The reliability and validity of the proposed questionnaire are verified for investigating customer´s waiting behaviors to waiting phenomenon. The results show that the questionnaire could be adopted for finding customer behaviors on waiting a long line.