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.