While active buyers can bring a firm stable income, their perceptions of service quality can help the firm improve its service. This investigation identifies five factors that influence service quality for queuing customers. This investigation also identifies the causality relationships among five factors that influence service quality. Tangibility and responsiveness should be foci for a service company hoping to change customer perceptions to service quality. Tangibility directly enhances responsiveness and assurance. Tangibility indirectly enhances reliability and empathy. Moreover, responsiveness enhances assurance and empathy. Responsiveness directly enhances reliability. Through enhancing responsiveness and tangibility, customers should develop good feelings regarding service quality.
Liang, Chih-Chin and Lu, Ying-Syuan, "Service Quality and Queue" (2014). ICEB 2014 Proceedings. 21.