This study examines customer satisfaction with waiting time (WT) and customer loyalty (CL) relationships in the airline industry. The mediating influence of waiting time satisfaction (WTS) in the self‐service technology (SST) and CL relationship was also examined. Seven hundred fifty structured questionnaires were administered at Sabiha Gökçen, and Instabul international airports in Turkey and partial least square–structural equation modeling were employed for the model analysis. The findings reveal that SST, perceived, retrospective, and prospective WTs are major determinants of WTS. Furthermore, SST and WTS were found to have a linear and significant positive influence on CL. Therefore, this study suggests that the airport management should identify the causes of WT, make the waiting environment conducive for the customers, make the WT inconsequential to the customers, and enhance their loyalty to the airport.

中文翻译：

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调查等待时间，自助服务技术和客户忠诚度：等待时间对满意度的中介作用

这项研究考察了航空业中客户对等待时间（WT）和客户忠诚度（CL）关系的满意度。还研究了等待时间满意度（WTS）对自助服务技术（SST）和CL关系的中介影响。在SabihaGökçen管理了750张结构化问卷，并在土耳其的Instabul国际机场进行了局部最小二乘结构方程建模，以进行模型分析。研究结果表明，SST，感知的，回顾性的和预期的WT是WTS的主要决定因素。此外，发现SST和WTS对CL具有线性且显着的积极影响。因此，本研究建议机场管理部门应确定WT的原因，使候机环境对顾客有利，