| dc.description.abstract | Reducing waiting time unpleasantness has always been a goal that both researcher and manager want to achieve, especially in service section in general and restaurant business in particular. Not out of that goal, this research aims to identify what factors and to what extend that they would affect Waiting time satisfaction and eventually Customer satisfaction. From the data collected from 250 respondents who are customers of casual restaurants in Ho Chi Minh City, the multiple regression has been performed using SPSS software. The results indicate that Waiting time satisfaction is significantly affected by Physical waiting environment, Information provided if waiting, and Menu offered during waiting time. Music in waiting area, on the other hand, has directly affect Customer satisfaction but show no considerable influence toward Waiting time satisfaction. The results of hypotheses testing have revealed interesting fact about the way customer perceive during waiting at the restaurant. From those results, researcher suggests some implication for waiting management to improve customer satisfaction. | en_US |
