지각된 대기시간, 수용가능성, 서비스품질평가 간의 구조적 영향 관계

A Study on Relationship between Perceived Waiting Time, Acceptability and Evaluation of Service Quality at the Waiting Lounge of the International Seaport Terminal by the PLS Structural Model

This study was to investigate the effect of the perceived waiting time on the acceptability and evaluation of service quality at the waiting lounge of the international seaport terminal. The survey was conducted by the outbound tourists leaving the international seaport terminal of Busan from June 16 to June 26. 264, the sample size, was analyzed for the statistical analysis by the Smart PLS 2.0. The results of the study were found as follows: first, the perceived waiting time on the lounge waiting influenced on the negative acceptability of waiting. Second, the acceptability of waiting affected the positive evaluation of service quality at the waiting lounge on the international seaport terminal. Finally, interaction effect of the physical environment factors had an positive effect on the acceptability. This study suggested that the perceived waiting time can control international seaport manager by the physical environment factors. The seaport manager will need more efforts to make a better waiting environment for higher tourist satisfaction and good image. The theoretical and practical implications of these findings are discussed as well.