Impact of waiting time on tourists satisfaction in a theme park: An empirical investigation

摘要

As service organizations have realized that service is fundamental to establish their competitive advantage, waiting time management has been a subject of much service research. This study aims to explore how waiting time impact on tourist satisfaction in theme parks. The findings from a survey of 102 tourists from the theme park in Shenzhen City in China confirm that perceived waiting time, waiting information and waiting environment are significant determinants of tourist satisfaction. Providing waiting information and improving waiting environment are effective ways to enhance tourists' service satisfaction.