The Impact of Customer Characteristics on the Evaluation of Waiting Quality ─Case Study of Waiting Lines in Hospital

• Main Authors: Li-Chu Chan, 詹麗珠
• Other Authors: Ding-Yu Chan
• Format: Others
• Language: zh-TW
• Published: 2002
• Online Access: http://ndltd.ncl.edu.tw/handle/89409952139441275384

碩士 === 靜宜大學 === 企業管理研究所 === 90 === This evaluation has accepted the basic foundation and concepts of the Multiple-Item Waiting Scale and later transformed into a medical focused survey. A direct method approach has been adopted to evaluate factors related to consumer''s personality characteristics, customer''s waiting circumstances, and unique background factors which have impacts on waiting quality. The result showed this particular Scale to be effective due to its good reliability, validity measurements, and clear explanations. This evaluation also proved how personality traits, self versus group waiting, environment familiarity, valuation levels, doctor appointment timings, age, education, wages, occupations, and residential locations have affected the overall waiting quality evaluations.