Abstract:

Empirical study on bank customer queuing justice and behaviorThe authors conducted a 20-day investigation through Digital 100 Website and collected 484 valid copies of questionnaire. The specific investigation involves queuing unfairness encountered by bank customers, the impact of bank customer queuing unfairness on the satisfaction with bank service, the types of customer behavior caused by queuing unfairness and the reasons why customers do not give up banking service or switch to another bank. This study can make up for the inadequate research on this issue in theoretical field and help banks to take measures to improve the queuing rules and strengthen queuing management.

Key words: bank, queuingjustice, customerbehavior, bankaccount