• Journal of Korean Society for Quality Management
• /
• v.47 no.3
• /
• pp.583-595
• /
• 2019

Purpose: This study aimed to prove that the effect of waiting environment on perceived waiting time and service satisfaction of airline service and airport service procedure. Methods: Survey was conducted by questionnaires that were distributed to international airlines passengers. Survey data were collected 276 copies from 300 copies then analyzed using factor analysis and multi-regression analysis. The measurements of airline service procedure were divided by airlines service and airport service. Airline service segregated as before boarding and after boarding then airport service can be separated before boarding and after deplane by service procedure. Results: According to result, hypotheses were partially accepted. Human environment and Physical environment of airport service before boarding and after deplane were accepted. However perceived waiting time had effect on service satisfaction both airline and airport services. Thus some of variables are correlated among waiting environment. Acceptability as moderating variable has differences on high acceptable group and low acceptable group. Though waiting and delay were caused by controllable or uncontrollable reasons, there are certain negative feeling on waiting and delay on physical environment of airline service. Especially controllable delay and waiting are more negative than uncontrollable reasons. Conclusion: Some suggestions that given from researcher should be implemented to the airline industry to reduce perceived waiting time specially airport service procedure academically and practically.

• Journal of Distribution Science
• /
• v.7 no.2
• /
• pp.45-61
• /
• 2009

The aims of this paper is to examine the key factor of customer satisfaction in the medical service. Especially service waiting is a significant component of the customer's overall satisfaction with the service process. For this purpose, this study proposed 6 hypotheses as follow : H1 : Waiting cost, affect on perceived service waiting, will be different between patient customer group and health care group. H2 : Controllability of the cause, affect on perceived service waiting, will be different between patient customer group and health care group. H3 : Controllability of the cause affect on perceived service waiting, will be different between patient customer group and health care group. H4 : Waiting environment, affect on perceived service waiting, will be different between patient customer group and health care group. H5 : Transaction importance, affect on perceived service waiting, will be different between patient customer group and health care group. H1 : Waiting cost, Controllability of the cause, Controllability of the cause, Waiting environment, Transaction importance, customer satisfaction will affect on service waiting significantly This study find that 1) Waiting cost and Transaction importance are significant variables to influence customer satisfaction between patient group and health care group. 2) customer satisfaction is very important variables to minimize perceived service waiting.

• The Korean Journal of Franchise Management
• /
• v.12 no.2
• /
• pp.51-60
• /
• 2021

Purpose: Waiting occured frequently in the service industry. Because waiting time is perceived as a loss by customers, perceived waiting time affects positive and negative responses to restaurants. If the waiting time is perceived as long, the waiting receptivity to accept the wait may also decrease. Therefore, restaurant stores need to increase waiting satisfaction so that customers can feel the waiting time shorter. Therefore, in this study, the effect of perceived waiting time and waiting satisfaction of customers visiting Taiwanese restaurant companies on waiting acceptability, emotions (positive and negative emotions) and satisfaction is investigated. Research design, data, and methodology: This study examines the structural relationship between perceived latency, waiting satisfaction, emotion, and satisfaction. To verify the purpose of this study, a research model and hypothesis were developed. The questionnaire items were modified and used according to the content of this study based on previous studies. All configurations were measured with multiple items tested and developed in previous studies. Data collected from 407 Taiwanese restaurant customers were analyzed using SPSS 22.0 and SmartPLS 3.0 programs. Confirmatory factor analysis was performed to measure the reliability and effectiveness of the measurement tool. Structural model analysis was performed to validate the study model. Results: The study results are as follows. Perceived waiting time was found to have a positive effect on negative emotions. In addition, it was found that waiting acceptability had a negative effect on negative emotions, and had a positive effect on positive emotions and customer satisfaction. Positive emotions were found to have a significant positive effect on customer satisfaction. Also, waiting satisfaction was found to have a positive effect as a moderating variable on the relationship between perceived waiting time and waiting acceptability. Conclusion: According to the results of this study, perceived waiting time was found to have a negative effect on eating out consumers. However, if the waiting time is satisfied, waiting time will increase the waiting time acceptability. Therefore, if customers are satisfied with the waiting environment by improving the quality of the waiting environment, it will be possible to establish a marketing ^*strategy^* that stimulates the positive effect of the perceived waiting time.

• Journal of The Korea Institute of Healthcare Architecture
• /
• v.16 no.3
• /
• pp.37-48
• /
• 2010

This study analyzes the present condition of the elements of a healing environment of the waiting rooms in outpatient clinics of children' hospitals (3 hospitals in Seoul) so as to propose a design to build a healing environment within the children' hospital. And analyzing the importance, satisfaction and preference of the healing environment in the waiting rooms, this paper has come to the following conclusions: 1)The study shows that the space structure of outpatient clinics in children' hospitals are composed of 1 story or 2 stories and designed in a duplication design or a dispersed alcove design. 2)The waiting room of the SC Hospital, with an area of 66.56$m^2$, and the waiting room of the SU Hospital, with an area of 38.78$m^2$ received the highest score for its space. 3)As most patients visit the hospital with their guardian, the waiting room should also be someplace families can rest and share information with others. 4)It is essential to build an environment that eliminates stress elements that patients may come to face by minimizing noise and elements that obstruct the view for mental stability. 5)The results show that those who took part in the survey preferred the following, respectively, healing environment design for the waiting room in the outpatient clinic at children' hospital: Pleasantness>Easiness in finding one' destination>Artificial materials>Natural materials>Environment like that at home>Co-promotion spaces>Space that supports the patients'activities>Openness>Sociality>Safety/Security>Approachability and Privacy. The results also show that healing conditions respect these preferences.

• The Journal of the Korea Contents Association
• /
• v.16 no.3
• /
• pp.575-585
• /
• 2016

This study aimed to prove that the effect of waiting environment on perceived waiting time and service quality evaluation of airline service procedure. Survey was conducted by questionnaires that were distributed to international airlines passengers who arrived at the airport. Totally, 300 samples were circulated, and 231 samples among those were collected. According to the results, the suggested hypotheses were accepted except the regulation effect of waiting acceptability. Physical environment has positive effect on the airport and boarding gate, and human environment has more positive effect in-flight service procedure. Thus, variables are correlated among waiting environment, perceived waiting time, and service quality evaluation of airline service. Acceptability as moderating variable has no effect due to passenger's pre awareness of estimated arrival and departure travel time certainly. At the end of this study, the results of this research can be conjugable on the airline industry, however, some limitations should be discussed by further study directions.

• International Area Studies Review
• /
• v.13 no.1
• /
• pp.491-512
• /
• 2009

The study on waiting time has been conducted from the psychological perspective since Maister (1985). In using medical institutions, especially general hospitals, it is not avoidable to wait for a long time. As a result, the waiting time gives clients psychological stress, which causes medical consumers to be more dissatisfied and decreases their rate of revisit. Accordingly, it is very urgent to study on the waiting time for hospitals' marketing and better image-making. This study is intended to find out how hospitals image and clients revisit is influenced by waiting environment and consumers' attitude, variables of waiting time perceived in medical services. Based on this study, those medical institutions are required to improve their medical service and waiting environment. Accordingly, they should convert waiting time into more efficient and comfortable recess and provide better environment for physical service and effective human services. As those medical institutions have relatively worse image than other businesses, they should actively study on ways of better image-making in the future.

• IE interfaces
• /
• v.20 no.2
• /
• pp.112-120
• /
• 2007

As the market rapidly changes, the speed of new product development is highlighted as a critical element which determines the success of firms. While firms endeavor to accelerate the development speed, frequent iterations in a development process hinders the effort of acceleration. For this reason, many previous researches tried to find the optimal structure of the development process which minimizes the number of iterations. However, such researches have a limitation in that they can be applied to only a single-project environment. In a multi-project environment, waiting time induced by lack of resources also delays the process as well as the iterations do. In this paper, we propose dynamic sequencing method focusing on both iterations and waiting time for reducing the durations of development projects in a multi-project environment. This method reduces the waiting time by changing the sequence of development tasks according to the states of resources. While the method incurs additional iterations, they are expected to be offset by the reduced waiting time. The results of simulation show that the dynamic sequencing method dramatically improves the efficiency of a development process. Especially, the improvement is more salient as projects are more crowded and the process is more unbalanced. This method gives a new insight in researches on managing multiple development projects.

• KIEAE Journal
• /
• v.14 no.4
• /
• pp.27-33
• /
• 2014

This study analyzed the electric vehicle recharging station status with recharging time limitation due to long waiting time, and figured out the user status by user interviews. And then this study verified the validity of hypothesis in terms of environmental design perspective and suggested layout of recharging station model. 21 recharging stations in Korea and station operation cases of 7 countries were examined. Except for the USA, the reality of electric vehicle recharging station today is the 1st proving stage focusing on the infrastructure construction of electric vehicle recharging station. It focuses on performance of recharging facility, use efficiency and operation environment of electric vehicle. About the effective waiting time of the user to use it should be studied. The current conditions of recharging station are as follows: Lack of independent recharging space, lack of facility that reduces external effect of recharging space, and lack of lounge for users during the waiting time. These three are essential factors constructing a suggesting model after basic layout, which needs proper measurement on the long recharging time and long waiting time. The essential factors are applied to electric vehicle recharging station layout so that users might use 'digital refresh" i.e. lounge and information contents service during the waiting time which provides convenience of recharging and emotional space with users. Such upgrade recharging station environmental model might resolve the burden of long recharging time which may contribute to the popularization of electric vehicles.

• Korean Institute of Interior Design Journal
• /
• no.9
• /
• pp.18-23
• /
• 1996

Among the building types in which behavioral issues play, the largest role are institutional environments. Such setting share a number of important characteristics ; they serve specific population (e.g. the ill, the elderly , '||'&'||' inmates) : they are directed toward specific social behavioral objectives(e.g medical care, education , '||'&'||' rehabilitation); and they are "Total institution" in which residents spend all of there time. The basic concepts and theories of environment-behavior studies are of direct relevance in understanding such social institutions. In this study, I have examined the relationships between waiting and the specific conditions of the hospital experience. More specifically, this is a study of visitors (outpatient) within the context of the hospital , and the physical setting designated for their use in the outpatient waiting room. Environment behavior studies, with its commitment to individual behavior and the physical environment might well be a particularly way by which a study of waiting rooms can demonstrate the power of this approach and its integrative among disciplines.

• Journal of the Korea Society for Simulation
• /
• v.3 no.1
• /
• pp.99-105
• /
• 1994

Most of the companies are forced to cut down the manufacturing cost to survive in the competitive environment. Among others, material distribution cost alone takes substantial portion of the total manufacturing cost. In this study, we investigate the waiting phenomenon in the toll gate and propose a new toll booth layout to reduce the waiting time, thereby reduce the total material distribution cost. SIMAN, a simulation language, is employed to evaluate the proposed layout. The experimental results show that the layout reduces the waiting time significantly. Furthermore, the result indicates that determination of the intermediate buffer space affects the performance of the proposed layout.