The Impacts of Consumer Queuing Behavior Perception and Waiting Quality on Customer Repurchase Intention─The Moderating Effect of Customers ' Waiting Line Tolerance

• Main Authors: Chi-Nan Lee, 李棋楠
• Other Authors: Jui-Chuan Chang
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/5n4ews

碩士 === 嶺東科技大學 === 國際企業系碩士班 === 106 === This study was conducted to explore the impacts of consumer queuing behavior perception and waiting quality on customer repurchase intention-the moderating effect of customers ' waiting line tolerance. However, due to the limited amount of samples taken, those study results would be biased. Therefore, this study applied quantities research and develops multiple-item measures of multiple-dimensions amounted to 215 questionnaire in 2017, in a total sample of 210 with valid collection rates of 97.7%. The data gathered were thus analyzed using descriptive statistics, Pearson correlation analysis, multiple regression models. The results indicates that (1)There will be a significantly positive relationship between consumer queuing behavior perception and customer satisfaction.(2)Customer perceived value have a significantly positive impact on customer satisfaction.(3) There will be a significantly positive relationship between customer satisfaction and consumers repurchase intention.(4) Demographic variables have significant differences in Consumer Queuing Behavior Perception, customer perceived value, customer satisfaction, and customer repurchase intention. (5) Consumer behavior variables have significant differences in consumer queuing behavior perception, customer perceived value, customer satisfaction, and customer repurchase intention. (6) There will be a significantly positive relationship between waiting quality and waiting line tolerance. (7) Waiting line tolerance has significant positive moderating effect on consumer queuing behavior perception with customer satisfaction. (8) Waiting line tolerance also has significant positive moderating effect on customer perceived value with customer satisfaction. Key word: Queuing Behavior Perception；Customer Perceived Value；Consumers Repurchase Intention；Waiting Quality；Waiting Line Tolerance