본문 바로가기
KCI 등재

피자배달전문점 배달서비스 대기시간 유형이 고객만족과재구매의도에 미치는 영향

The Effect of Delivery Waiting Time in a Pizza Delivery Restaurant on Customer Satisfaction and Repurchase Intention

Culinary Science & Hospitality Research
약어 : CSHR
2018 vol.24, no.5, pp.131 - 144
DOI : 10.20878/cshr.2018.24.5.014
발행기관 : (사)한국조리학회
연구분야 : 기타사회과학
Copyright © (사)한국조리학회
안영란 1 ,  이충훈 2

1세종대학교

2세종대학교

214 회 열람

The purpose of this study was to investigate how delivery waiting time in a pizza delivery restaurant affects customer satisfaction and repurchase intention. In particular, this study looked into three types of waiting time that include objective waiting time, subjective waiting time, and disconfirmed waiting time and how customers react to each type of delivery waiting time. It also attempted to identify whether providing compensation for delayed delivery service would attenuate customers’ dissatisfaction and maintain their intention to repurchase and if so when to provide it. A total of 300 randomly chosen customers were invited to the survey, and 220 responses were used for the final analysis. The findings suggest that if the delivery waiting time is longer than the announced time, customer satisfaction would generally decrease. Additionally, it was found that providing compensation to customers who experienced service delay was effective in attenuating the customers’ dissatisfaction. However, if the delay of delivery service goes far beyond certain time period, compensation is no longer effective in recovering customer satisfaction and repurchase intention. Additional implication, study limitations, and future research directions are also discussed

Objective waiting time, Perceived waiting time, Compensation, Expectancy disconfirmation.

  • 1. [학술지] Antonides, G. / 2002 / Consumer perception and evaluation of waiting time : A field experiment / Journal of Consumer Psychology / 12 (3) : 193 ~ 3
  • 2. [학술지] Bakakus, E. / 1992 / An empirical assessment of the SERVQUAL scale / Journal of Business Research / 24 (2) : 253 ~ 2
  • 3. [학술지] Bielen, F. / 2007 / Waiting time influence on the satisfaction-loyalty relationship in service / Managing Service Quality / 17 (2) : 174 ~ 2
  • 4. [학술지] Bitner, M. J. / 1990 / Evaluating service encounters: the effects of physical surroundings and employee responses / The Journal of Marketing : 69 ~
  • 5. [학술지] Bolton, R. N. / 1998 / A dynamic model of the duration of the customer's relationship with a continuous service provider. The Role of Satisfaction / Marketing Science / 17 (1) : 45 ~ 1
  • 6. [학술지] Bolton, R. N. / 1991 / A multistage model of customers' assessments of service quality and value / Journal of Consumer Research / 17 (4) : 375 ~ 4
  • 7. [학술지] Churchill Jr, G. A. / 1982 / An investigation into the determinants of customer satisfaction / Journal of Marketing Research : 491 ~
  • 8. [학술지] Clemes, M. D. / 2011 / Synthesizing the effects of service quality, value, and customer satisfaction on behavioral intentions in the motel industry: An empirical analysis / Journal of Hospitality & Tourism Research / 35 (4) : 530 ~ 4
  • 9. [학술지] Cronin Jr, J. J. / 1992 / Measuring service quality: a reexamination and extension / The Journal of Marketing : 55 ~
  • 10. [학술지] Chen, W. J. / 2014 / Cancer-associated fibroblasts regulate the plasticity of lung cancer stemness via paracrine signalling / Nature Communications / 5 : 3472
  • 11. [학술지] Davis, M. M. / 1998 / How disconfirmation, perception and actual waiting times impact customer satisfaction / International Journal of Service Industry Management / 9 (1) : 64 ~ 1
  • 12. [학술지] Davis, M. / 1990 / A framework for relating waiting time and customer satisfaction in service operation / Journal of Service Marketing / 4 : 61 ~
  • 13. [학술지] Dube-Rioux, L. / 1989 / Consumer'reactions to waiting : When delays affect the perception of service quality / Advances in Consumer Research / 16 : 59 ~
  • 14. [학술지] Durrande-Moreau, A. / 1999 / Waiting for service : ten years of empirical research / International Journal of Service Industry Management / 10 (2) : 171 ~ 2
  • 15. [단행본] Fiske, A. P. / 1991 / Structures of social life: The four elementary forms of human relations: Communal sharing, authority ranking, equality matching, market pricing / Free Press
  • 16. [학술지] Fung, A. / 2001 / Deepening democracy : Innovations in empowered participatory governance / Politics & Society / 29 (1) : 5 ~ 1
  • 17. [학술지] Greenleaf E. A. / 1995 / Reasons for substantial delay in consumer decision marking / Journal of Consumer Research / 22 (9) : 186 ~ 9
  • 18. [학술지] Groth, M. / 2006 / Having to wait for service : Customer reaction to delays in service delivery / Applied Psychology / 55 (1) : 107 ~ 1
  • 19. [학술지] Hellier, P. K. / 2003 / Customer repurchase intention: A general structural equation model / European Journal of Marketing / 37 (11/12) : 1762 ~ 11/12
  • 20. [학술지] Hornik, J. / 1984 / Subjective vs. objective time measures: A note on the perception of time in consumer behavior / The Journal of Consumer Research / 11 (1) : 615 ~ 1
  • 21. [학술지] Houston. M. / 1998 / The relationship between waiting in a service queue and evaluations of service quality : A field theory perspective / Psychology &Marketing / 15 : 735 ~
  • 22. [단행본] Howard, J. A. / 1969 / The theory of buyer behavior / New York
  • 23. [학술지] Hui, M. K. / 1996 / What to tell consumers in waits of different lengths: An integrative model of service evaluation / Journal of Marketing : 81 ~
  • 24. [단행본] Hunt, V. V. / 1977 / A study of structural integration from neuromuscular, energy field, and emotional approaches / Rolf Institute of Structural Integration
  • 25. [학술지] Jones, P. / 1996 / Managing perceptions of waiting times in service queues / International Journal of Service Industry Management / 7 (5) : 47 ~ 5
  • 26. [학술지] Katz, K. / 1991 / Prescription for waiting-in-line blues : Entertain, enlighten and engage / Sloan Management Review / 9 : 44 ~
  • 27. [학술지] Kahraman, S. / 2000 / Healthy births and ongoing pregnancies obtained by preimplantation genetic diagnosis in patients with advanced maternal age and recurrent implantation failure / Human Reproduction / 15 (9) : 2003 ~ 9
  • 28. [학술지] Kim, S, W. / 2007 / Service standby management / Business studies / 36 (7) : 1785 ~ 7
  • 29. [학술지] Koo, T. / 2000 / Prospects for in vivo raman spectroscopy / Physics in Medicine & Biology / 45 (2) : R1
  • 30. [단행본] Kumar, A. / 2008 / U.S. Patent No. 7,431,795 / U.S. Patent and Trademark Office
  • 31. [학술지] Lamber, J. / 2000 / Gender and intercollegiate athletics: Data and myths / JL Reform / 34 : 151
  • 32. [학술지] Larson, R. C. / 1987 / OR forum-perspectives on queues : Social justice and the psychology of queueing / Operations Research / 35 (6) : 895 ~ 6
  • 33. [학술지] Leclerc, F. / 1995 / Waiting time and decision making : Is time like money / Journal of Consumer Research / 22 (6) : 110 ~ 6
  • 34. [학술지] Lee, Y. J. / 2000 / A comprehensive review on customer satisfaction research / Consumer Studies / 12 : 53 ~
  • 35. [학술지] Lee, Y. J. / 1997 / A comprehensive study on quality of service : Focused on concepts and measurements / Journal of Consumer Self-Research / 8 (1) : 104 ~ 1
  • 36. [학술지] Lee, Y. K. / 2001 / Customer contact employees perception of pro-social behaviour has had an impact on the employee service quality assessment, customer satisfaction and customer voluntary behavior / The Journal Marketing Research / 16 (3) : 105 ~ 3
  • 37. [학술지] Morgan, N. A. / 2005 / Understanding firms' customer satisfaction information usage / Journal of Marketing / 69 (3) : 131 ~ 3
  • 38. [학술지] Maister, D. / 1985 / The one-firm / Sloan Management Review / 27 (1) : 3 ~ 1
  • 39. [학술지] Oliver, R. L. / 1980 / A cognitive model of the antecedents and consequences of satisfaction decisions / The Journal of Marketing Research : 460 ~
  • 40. [단행본] Oliver, R. L. / 1997 / Satisfaction: A behavioral perspective on the consumer / Irwin-McGraw-Hill
  • 41. [학술지] Park, Y. S. / 1999 / The impact of late waiting times and service production times on the quality assessment / Consumer Culture Research / 2 : 109 ~
  • 42. [학술지] Park, Y. S. / 2000 / The effect of waiting time on service evaluation / The Journal of Korean Marketing / 15 (3) : 1 ~ 3
  • 43. [학술지] Parasuraman, A. / 1994 / Reassessment of expectations as a comparison standard in measuring service quality: Implications for further research / The Journal of Marketing : 111 ~
  • 44. [학술지] Parasuraman, A. / 1991 / Refinement and reassessment of the SERVQUAL scale / Journal of Retailing / 67 (4) : 420
  • 45. [학술지] Pruyn, A. / 1998 / Effects of waiting on the satisfaction with the service : Beyond objective time measures / International Journal of Marketing / 49 : 41 ~
  • 46. [학술지] Reichheld, F. F. / 1990 / Zero defeofions:quality comes to services
  • 47. [학술지] Sharp, B. / 1997 / Loyalty programs and their impact on repeat-purchase loyalty patterns / International Journal of Research in Marketing / 14 (5) : 473 ~ 5
  • 48. [학술지] Scotland, R. / 1991 / Customer service : A waiting game / Marketing / 11 : 1 ~
  • 49. [학술지] Szymanski, D. M. / 2001 / Customer satisfaction : A meta-analysis of the empirical evidence / Journal of the Academy of Marketing Science / 29 (1) : 16 ~ 1
  • 50. [학술지] Taylor, S. / 1994 / Waiting for service : The relationship between delays and evaluations of service / Journal of Marketing / 58 (1) : 56 ~ 1
  • 51. [학술지] Tom, G. / 1997 / A field study investigating the effect of waiting time on customer satisfaction / The Journal of Psychology / 131 (6) : 655 ~ 6
  • 52. [학술지] Tse, D. K. / 1988 / Models consumer satisfaction formation : An extension / Journal of Marketing Research / 25 (5) : 204 ~ 5
  • 53. [학술지] Wen, H. M. / 2004 / Effect of white matter changes on cognitive impairment in patients with lacunar infarcts / Stroke / 35 (8) : 1826 ~ 8
  • 54. [기타] Yoo, P. H. / 2002 / Asymmetry of positive and negative attribute levels in health care to customer satisfaction and affinity / The Journal of Business Administration's Association's Association Statistics Research Conference : 587 ~
  • 55. [학술지] 윤성욱 / 2003 / 의료서비스접점에서 대기시간이 서비스품질평가와애호도에 미치는 영향 / 아시아마케팅저널 / 5 (1) : 1 kci
  • 56. [학술지] Yi, Y. / 1990 / A critical review of consumer satisfaction / Review of Marketing / 4 (1) : 68 ~ 1
  • 57. [단행본] Zeithaml, V. / 1996 / Services marketing / Mc-Graw Hill