NOVITA, 090415390 M (2007) PENGARUH LINGKUNGAN TOKO TERHADAP NIAT BERKUNJUNG KEMBALI KE McDONALDS PLAZA TUNJUNGAN I SURABA Y A MELALUI PERSEPSI PELANGGAN ATAS WAKTU TUNGGU. Thesis thesis, Universitas Airlangga.

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Abstract

Waiting for service in a retail store is an experience that can lead to customer dissatisfaction. Waiting for service may cause customers to incur time and psychic costs. Wait for service may cause stress in subjects who are forced to wait. Customer cannot accurately estimate how long they have waited and ussually think that they waited much longer than they actually have. But the others think that they waited felt shorter than they actually have. Store environment condition influence consumers assessment of wait for service. which in turn can result on store repatronagc intention. The authors empirically examine the extent to which environmental cues influence consumers assessments of wait for service and how those assessments. in turn. influence stNe repatronage intentions. The authors propose an analysis model that includes: I. Four types of store environment cues (ambient. physical. social and symbol) as exogeneous constructs. 2. Wait for service as mediating constructs. 3. Store repatronage intentions as the endogenous constructs. This study find support for the direct effects of store environment cues on wait for service. This study also find support for the direct effects of wait for service on store repatronage intention. The author conclude by discussing the results to develop an agenda for additional research and explore managerial implications. Keywords: store environment. wait for service.

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