Electronic Queue Management System Capability and Customer Satisfaction in Selected Commercial Banks in Nairobi City County, Kenya

ABSTRACT
Queue management within the commercial banks has been a challenge for a long time due to limited space of banking halls and the limited capacity of the front office staff to serve the customers. Banks in Kenya are increasingly rolling out the Electronic Queue Management System (EQMS) to assist with an orderly queuing process. This paper explores the effect of capacity management, waiting time experience and automation of queuing process on customer satisfaction in commercial banks in Kenya. The theoretical review for the study was anchored on three theories; the Expectancy Disconfirmation Theory, Cognitive Dissonance Theory and Technology Acceptance Model based on the Theory of Reasoned Action. A descriptive research design was used for this study with a target population of 180 bank staff of six major commercial banks in Nairobi Central Business District (CBD). Structured questionnaires were used to collect data from respondents. The descriptive statistics and inferential statistics were used for data analysis. The study found that 78.1percent of the changes in the level of customer satisfaction in Kenyan commercial banks were explained by changes in capacity management, waiting time experience and automating queuing process cumulatively. The study is of significance to the management of commercial banks as they are able to determine the effectiveness of the electronic queue management systems that they have employed in their banks.

Keywords: Customer satisfaction, capacity management, waiting time experience, automated queuing process