| Summary: | 碩士 === 實踐大學 === 企業管理學系碩士在職專班 === 101 === The queuing phenomenon is seen everywhere, whether in the food and drink business, clothes shops or electronic stores, that made queuing become a common experience for customers. However, the perception of time and emotion of customers while queuing could be transferred to effect customer value cognition and customer satisfaction, even further influence repurchase intention of customers. And the series of mental perception effects seem to relate to whether the queuing continues or the benefits consumers acquir afterwards. Investigating the series effects triggered by queuing perception is the main motivation of this research.
This research aims for customers in food and drink stores as research objects, and uses exploratory factor analysis and hierarchical regression analysis to investigate: 1. The effects of queuing; 2. The mediator effects of customer satisfaction between queuing perception and queuing effect; 3. The impact of customer perceived value on customer satisfaction while queuing; 4. The impact of customer perceived value between queuing perception and customer satisfaction. The effective questionnaires are 223 copies, and the objects are those who had queued up in food and drink stores. This research verifies that queuing perception has positive effect on customer satisfaction and repurchase intention, customer satisfaction has a positive mediator effect between queuing perception and repurchase intention, customer perceived value has positive effect on customer satisfaction, and customer perceived value has( positive) impact on queuing perception and customer satisfaction.
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