Service businesses and queuing management to respond to customer needs in the digital age.

Abstract

This article is a narrative review that explains key concepts related to service businesses, queue management, and customer needs in the digital age. In response to rapid technological change, the service industry has become increasingly competitive. The ability of service providers to effectively meet customer needs is therefore a crucial factor in ensuring customer satisfaction.

When service businesses respond well to customer expectations, customer satisfaction increases, enabling operations to run smoothly and generate consistent profits. Queue management is one of the essential elements contributing to customer satisfaction. Service providers must manage waiting times efficiently by reducing delays, making the waiting experience more tolerable, and decreasing the number of customers in queues. In the digital era, the integration of digital technologies into queue management systems has become necessary. Digital tools significantly influence both customer service experiences and business operations, particularly as most people rely on smartphones for daily activities such as communication, studying, working, online shopping, and digital payments. To effectively meet the needs of digital-age consumers, entrepreneurs must employ digital systems to manage queues and collect customer demand data. Such practices help increase sales, enhance profitability, and support the sustainable growth of service businesses in the digital age.