Title page for etd-0731115-101846


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URN etd-0731115-101846
Author Meng-Ling Liu
Author's Email Address No Public.
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Department EMBA
Year 2014
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title The Effect of Waiting Time on Car service Satisfaction - Music and Consumer Characteristics as Moderators
Date of Defense 2015-06-05
Page Count 63
Keyword
  • customer satisfaction
  • Automobile maintenance plant
  • service environment
  • music
  • waiting time
  • Abstract 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.
    Advisory Committee
  • Tsai, Hsien-tang - chair
  • Huang, Pei-how - co-chair
  • Fong, Cher-Min - advisor
  • Tseng, Cher-Hung - advisor
  • Files
  • etd-0731115-101846.pdf
  • Indicate in-campus at 99 year and off-campus access at 99 year.
    Date of Submission 2015-08-31

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