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A Framework for Evaluating the Effect of Queue on Customer Perception

Rezvaninejad, Kamal Addin | 2014

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  1. Type of Document: M.Sc. Thesis
  2. Language: English
  3. Document No: 46179 (54)
  4. University: Sharif University of Technology, International Campus, Kish Island
  5. Department: Science and Engineering
  6. Advisor(s): Najmi, Manouchehr
  7. Abstract:
  8. Queue is crucial in new atmosphere of business. Firms and people see the dark side of this phenomenon. Investigation on The other side of queue is our main purpose of this study. Examining the relationship between queue and Perceived Quality, Price, Sacrifice, Value, and willingness to buy that make our conceptual framework and hypotheses is our primary objective.Questionnaire designed for evaluating construct. For each construct, standard scale was used. A survey was conducted in Iranian universities. The final sample includes 295 respondents. Regression analyses were performed.Results show significant relationship between our construct that confirm the other side of queue. Results show queue have positive relationship with Perceived Quality, Price and Sacrifice. These three constructs have significant relationship with perceived value. Investigation on perceived value –willingness to buy relationship was significant.This study on our knowledge is one of the first to examine queue positive effect relationship on different main concepts such as quality; value and other construct that mentioned before
  9. Keywords:
  10. Marketing ; Theoretical Framework ; Quality ; Queuing Theory ; Customer Perception ; Willingness to Buy

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  • Chapter One
  • Introduction
    • 1.1 Introduction
    • 1.2 Research Objectives
    • 1.3 Research Questions
    • 1.4 Research Hypotheses
    • 1.5 Research Design
    • 1.6 Research method and data analysis
    • 1.7 Results
  • Chapter Two
  • Literature Review
    • Introduction
    • 2.2 Queue Basic Requirements
      • 2.2.1 Justice
      • 2.2.2 Waiting time
      • 2.2.3 Environment
    • 2.3 Conceptual Framework
      • 2.3.1 Queue
      • 2.3.2 Perceived Quality
      • 2.3.3 Perceived Price
      • 2.3.4 Perceived Sacrifice
      • 2.3.5 Perceived Value
      • 2.3.6 Willingness to buy
  • Chapter Three
  • Research Methodology
    • The marketing research process
    • 3.2 Research design classification
      • 3.2.1 Cross-sectional designs
      • 3.2.2 Longitudinal designs
      • 3.2.3 Causal research
    • 3.3 Survey techniques
      • 3.3.1 Questionnaires
    • 3.4 Measurement and scaling
      • 3.4.1 Likert scale
      • 3.4.2 Sampling
    • 3.5 Research Hypothesis
      • 3.5.1 The Null Hypothesis
    • 3.6 Reliability and validity of measures
    • 3.7 Frequency distribution
    • 3.8 Cross-tabulations
    • 3.9 Correlation
    • 3.10 Regression
      • 3.10.1 Bivariate regression
      • 3.10.2 Multiple regressions
    • 3.11 Research procedure of study
  • Chapter Four
  • Data Analyses
    • Introduction
    • 4.2 Descriptive analyze
      • 4.2.1 Respondent Frequency by Age
      • 4.2.2 Respondent Frequency by Gender
      • 4.2.3 Respondent Frequency by Education
      • 4.2.4 Frequency of each Scenario
    • 4.3 Cross Tabulation
      • 4.3.1 Gender & different scenarios
      • 4.3.2 Age & different scenarios
      • 4.3.3 Education & different scenarios
    • 4.4 Cronbach Alpha values
    • 4.5 Correlation Analysis
    • 4.6 Regressions
      • 4.6.1 Hypothesis 1 analysis:
      • 4.6.2 Hypothesis 2 analysis:
      • 4.6.3 Hypothesis 3 analysis:
      • 4.6.4 Hypothesis 4 analysis:
      • 4.6.5 Hypothesis 5 analysis:
      • 4.6.6 Hypothesis 6 analysis:
      • 4.6.7 Hypothesis 7 analysis:
      • 4.6.8 Detail Analysis of Conceptual Framework
  • Chapter Five
  • Conclusion
    • Conclusion
    • 5.2 Future Study and limitation
  • Bibliography
  • Appendix
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