테마파크 대기시간 및 혼잡지각이 방문객 만족에 미치는 영향 : 경주월드를 대상으로 = The Effect of Waiting Time and Perceived Crowding to Satisfaction of Visitors in an Theme Park.

다국어 초록 (Multilingual Abstract)

Today’s theme park or other tourism sites are measured by the satisfaction rate of visitors. According to existing research and visitors satisfaction survey, among lots of service categories waiting time and perceived crowing are the most important factors. Therefore, in this research since waiting time and perceived crowing is the most critical factors in visitors satisfaction rate, it is necessary to ask following questions about relationship between waiting time and perceived crowing and visitors satisfaction rate.
First, what are the effects of waiting time and perceived crowing to satisfaction of visitors in a theme park?
Second, two major factors of visitor satisfaction rate are waiting time and perceived crowing, is there any mutual relationship between those two?
Third, if waiting time and perceived crowing effect visitors satisfaction rate, which one of them has the most effect?
In addition, based on this question, we created a hypothesis about the relationship between waiting time and perceived crowing and visitors satisfaction rate, and based on this we will analyze the relationship.
In the actual experiment, based on the theory-research we gave out 400 surveys to visitors who visited Gyeong Ju World, and through a factor analysis we assessed reliability and validity of the surveys, and through extensive analysis we proofed our hypothesis. At last, in order to analyze the direct and indirect effects of waiting time and perceived crowing on visitors satisfaction rate, multiple regression analysis was used to find out the standard regression coefficient which is used to do a path analysis and we achieved following results.
First, to proof the first hypothesis that waiting time and perceived crowing will affect the visitors satisfaction rate, we ran a multiple regression analysis on the relationship between waiting time and perceived crowing. And we found out waiting time had the most effect on the perceived crowing, concluding both having a mutual relationship. This tells that visitors feel more of perceived crowing after coming to the amusement park than when they felt it before coming to the park. We believe this is due to expectation psychological effect. In conclusion, in real life waiting time does not effect the perceived crowding but due to human’s negative psychological effect visitors feel perceived crowding due to waiting time.
Second, to proof the second hypothesis that longer waiting time will decrease the visitors satisfaction rate, we ran a multiple regression analysis on the relationship between waiting time and visitors satisfaction rate. As the result there was positive relationships between waiting utilize factor and waiting time meaningful factor, and there was negative relationship between emotion reaction factor and waiting time meaningful factor. The reason for the positive relationship between waiting utilize factor and waiting time meaningful factor is that "unoccopied time feels longer than occupied time"(Maister, 1985). In conclusion, by soothing the boring and negative waiting time it is possible to increase the satisfaction rate.
Third, to proof the third hypothesis that perceived crowding will decrease the visitors satisfaction rate, we ran a multiple regression analysis on the relationship between perceived crowding and visitors satisfaction rate. As the result there was positive effect by amusement machine factor and there was negative effect by perceived crowding factor. This means that visitors satisfaction rate does not go down due to perceived crowding factor due to their expectation psychology effect. In conclusion perceived crowding could be factor in a normal park or a plaza, but in a place like an theme park with certain expectations visitors will transform their un-satisfaction feeling of perceived crowding to satisfaction feeling due to the expectation psychology effect.

목차 (Table of Contents)

• 제1장 서론 = 1
• 제1절 문제제기 = 1
• 제2절 연구목적 = 4
• 제3절 연구방법 및 범위 = 5
• 1. 연구방법 = 5
• 2. 연구범위 = 5
• 3. 연구흐름도 = 7
• 제2장 이론적 배경 = 8
• 제1절 대기시간에 관한 이론적 고찰 = 8
• 1. 대기시간의 개념과 종류 = 8
• 2. 실제 대기시간과 지각된 대기시간 = 11
• 3. 대기의 수용가능성 = 14
• 4. 대기와 감정반응 = 15
• 5. 대기시간 선행연구 = 20
• 제2절 혼잡지각이론 = 24
• 1. 혼잡지각의 개념 및 밀도와의 관계 = 24
• 2. 혼잡지각 요인 = 27
• 3. 혼잡지각 선행연구 = 32
• 제3절 만족이론 = 36
• 1. 방문객 만족의 개념 = 36
• 2. 만족에 관한 제이론 = 40
• 3. 만족에 관한 선행연구 = 43
• 제3장 연구방법의 설계 = 46
• 제1절 조사대상지 개요 = 46
• 1. 테마파크의 개요 = 46
• 2. 조사대상지 개요 = 48
• 제2절 연구모형의 설정 = 49
• 1. 연구모형 = 49
• 2. 가설설정 = 50
• 제3절 조사설계 = 52
• 1. 조사방법 = 52
• 2. 설문지구성 = 53
• 3. 분석방법 = 54
• 4. 변수의 조작적 정의 및 측정 = 54
• 제4장 분석결과 및 해석 = 58
• 제1절 자료의 분석 = 58
• 1. 표본의 일반적 특성 = 58
• 2. 신뢰도 및 타당성 검증 = 61
• 제2절 실증분석 및 결과 해석 = 68
• 1. 연구가설 검증 및 결과해석 = 68
• 2. 대기시간, 혼잡지각과 만족의 관계 = 74
• 제5장 결론 = 80
• 제1절 연구결과의 요약 및 시사점 = 80
• 1. 연구결과의 요약 = 80
• 2. 시사점 및 연구의 한계 = 83
• 참고문헌 = 86
• 부록 설문지 = 92
• Abstract = 96