The Effect of Waiting Time on Car service Satisfaction - Music and Consumer Characteristics as Moderators

• Main Authors: Meng-Ling Liu, 劉孟菱
• Other Authors: Tseng, Cher-Hung
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/hc8x5w

碩士 === 國立中山大學 === 高階經營碩士班 === 103 === Today''s economic center of gravity of society, gradually shifted from manufacturing to services, car repair workshop in fact is no exception, in addition to pay attention to price customers also pay attention to the waiting time, especially in recent years, the length of time customers have to wait, be deemed to affect service satisfaction One of the important factors, busy modern, "time" began to become a precious resource, but also gradually cause, customers increasingly reduced tolerance to wait too long to wait, it will adversely affect the evaluation of customer service, which in turn affect customer satisfaction. Therefore, the purpose of this study focuses on the relationship between wait times and customer satisfaction. In this study, using a reference point of customer satisfaction, choose to use the waiting time, music type and customer characteristics and other variables to establish research mode. The company''s customers access to the case as a major car repair plant study. The use of experimental design questionnaires to collect data, recovering a total of 150 valid questionnaires. In this study, descriptive statistics and research methods anova analysis to verify the main effects and interference effects between the various variables. The results show that the waiting time between customer satisfaction and a high degree of negative correlation; the music genre, content maintenance, quality service space, gender and age, customers have to wait for the time between customer satisfaction and a jamming effect. In accordance with the foregoing results, the case company car repair workshop can wait for a clear understanding of the relationship between time and customer satisfaction. Finally, according to the results of the study, we will implement the program proposed substantive case company car repair workshop.