The impacts of Consumers’ Perception of Waiting Time on Service Loyalty under Personal Time Style and Background Music

• Main Authors: Wang , Hsiu-Yao, 王秀瑤
• Other Authors: Hsiao, Chih-Hui
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/h3v68f

碩士 === 國立嘉義大學 === 行銷與流通管理研究所 === 97 === It’s a common life experience for people to wait, and it cannot be prevented easily. Which means customer needs to wait for service although they are reluctant to do. Moreover, they consider perception of waiting time as negative service cognition. Thus, many service providers are worry about their waiting line length. If customers are unsatisfied with perceived waiting time, their service royalty might decline. Sometimes waiting is unavoidable. In addition to waiting environment, the personality of customer might influent perception of waiting time. Our research intends to find out the impact of perceived waiting time on service loyalty under background music and personal time style. This research grants 160 questionnaires, 118 effective questionnaires altogether from 5 hospitals’ Physical Examination Centers in south-eastern Taiwan. The result is qualitative time style and low music likability people have longer perception of waiting time than how long they actually experience. Otherwise, perception of waiting time has negative impact on service satisfaction, but service satisfaction has a positive impact on service loyalty. Finally, service satisfaction plays a mediated role between perceived waiting time and service loyalty.