餐廳等候線、知覺公平、及顧客滿意度關係之研究：以顧客的等候反應作為中介變數

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Please use this identifier to cite or link to this item: http://140.128.103.80:8080/handle/310901/20541

Title:	餐廳等候線、知覺公平、及顧客滿意度關係之研究：以顧客的等候反應作為中介變數
Other Titles:	Relationships Among Restaurant Waiting Lines, Perceived Justice, And Customer Satisfaction：Mediation By Customers' Reactions To Waiting
Authors:	張少柏 Jang, Shau-Bo
Contributors:	郭振峰 Kuo, Chen-Feng 東海大學餐旅管理學系
Keywords:	分配公平;程序公平;互動公平;等候反應;顧客滿意度 Distributive Justice;Procedural Justice;Interactional Justice;Reactions to Waiting;Customer Satisfaction
Date:	2012
Issue Date:	2013-01-05T09:04:17Z (UTC)
Abstract:	本研究之研究目的為：（1）檢測餐廳若使用不同的等候線形式，顧客對於分配公平、程序公平、互動公平的知覺是否存在顯著差異；（2）顧客對於公平的知覺是否影響其等候反應與滿意度；（3）顧客的等候反應是否影響其滿意度；（4）檢測顧客的等候反應是否在知覺公平影響顧客滿意度的關係中存在中介效果；（5）探討人口統計變數與研究構面之間的關係。本研究使用敘述性統計了解樣本分布情形；使用效度分析檢測問卷能否真正測到變數性質；使用信度分析檢測測量結果的一致性；使用變異數分析檢測人口統計變數與各研究構面（分配公平、程序公平、互動公平、等候反應、顧客滿意度）之間的關係；使用 t 檢定檢測等候線形式的不同是否造成顧客對於分配公平、程序公平、互動公平的知覺產生差異；使用迴歸分析檢測知覺公平、等候反應、顧客滿意度三者之間的關係。研究結果顯示：（1）餐廳等候線的不同並不會使顧客對於分配公平的知覺產生差異；（2）在單線多窗口的等候形式下，顧客對於程序公平與互動公平的知覺較佳；（3）顧客對於分配公平、程序公平、互動公平的感受會顯著影響其等候反應；（4）顧客對於分配公平與互動公平的感受以及顧客的等候反應皆會顯著影響其滿意度；（5）顧客的等候反應在知覺公平影響顧客滿意度的關係中不存在中介效果。 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.
Appears in Collections:	[餐旅管理學系所] 碩士論文

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