| Summary: | 碩士 === 靜宜大學 === 企業管理學系 === 87 === The significance of customer "waiting" to the over all service quality is recognized gradually in the business community; yet, study on the subject is hardly found. In order to learn more insight of the waiting issue, waiting service in the railway station is used as an example in this paper, examining factors like timing of service, different types of waiting, waiting perception in different location (city vs. country) and passenger segments. From there, factors are checked whether or not influence passengers'''' evaluation of the quality of waiting service in the railway station. A questionnaire is designed specifically to find out what determines the quality of waiting service in the railway station. In the end, five factors, believed to have high reliability and validity, are concluded as essential determinants to railway waiting service. In the process, we also discover that location of railway station (city or country) and whether a passenger traveling alone or accompanied also affects the quality evaluation of the waiting service. A point worthwhile for the station management is that a passenger generally perceives the quality of waiting service important but his intention to file a complaint is low when the passenger is not happy with the waiting service.
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