| Summary: | 碩士 === 東海大學 === 餐旅管理學系 === 100 === This study mainly explores the relationships among restaurant waiting lines, perceived justice, customer’s reactions to waiting, and customer satisfaction. In addition, the study examines the relationship between perceived justice and customer satisfaction, which is mediated by customers’ reactions to waiting.
Validity and reliability analyses are applied to examine the accuracy and consistence of a self-administrated survey. Student’s t tests are used to examine if two different types of waiting lines significantly affect customers’ perceived justice (i.e., distributive, procedural, and interactional justices). In addition, this study conducts regression analyses to explore the relationships among perceived justice, customer’s reactions to waiting, and customer satisfaction.
The results show that distributive justice is not significantly affected by waiting lines. Customers in single line perceive better procedural and interactional justice than those in multiple lines. Customers’ reactions to waiting are significantly affected by distributive, procedural, and interactional justice. Customer satisfaction is significantly affected by distributive justice, interactional justice, and customers’ reactions to waiting. However, customers’ reactions to waiting does not play a significant role of mediator between perceived justice and customer satisfaction.
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