RELATIONSHIP BETWEEN WAITING TIME AND CUSTOMER SATISFACTION IN BANK BRANCHES

In today’s competitive banking environment, customer satisfaction has become a critical determinant of service success and long-term loyalty. Among various service quality dimensions, waiting time in bank branches plays a significant role in shaping customers’ perceptions and overall experience. This study aims to examine the relationship between waiting time and customer satisfaction in bank branches. The research adopts a quantitative approach, using a structured questionnaire to collect data from 150 bank customers across different branches. Key variables include perceived waiting time, service efficiency, staff behavior, and overall satisfaction. Statistical tools such as correlation and regression analysis were employed to analyze the data. The findings reveal a significant negative relationship between waiting time and customer satisfaction, indicating that longer waiting periods lead to lower levels of satisfaction. Additionally, factors such as staff responsiveness and communication were found to moderate this relationship, reducing dissatisfaction even when waiting times were relatively high. The study highlights that customers are more tolerant of delays when they perceive the service process as transparent and efficient. In conclusion, minimizing waiting time and improving service delivery processes are essential for enhancing customer satisfaction in bank branches. Banks should focus on queue management systems, staff training, and digital solutions to reduce perceived waiting time and improve the overall customer experience.