The Korea Local Administration Review

This paper explores the relationship between waiting time and customer satisfaction in the street level bureaucracy. Based on measuring the waiting time as well as survey and interview, this study tested the hypothesis by using a structural equation model. The main findings are; the survey shows that customers' satisfaction level is generally satisfactory; there is not a significant relationship between the objective time of waiting and service satisfaction, while the subjective time or perceived waiting time has a statistically significant relationship with the service satisfaction; bureaucrats' consideration at the contact point is found to affect the perceived waiting and service satisfaction; time related factors show much less impact on service satisfaction while bureaucrats' consideration at the contact point has the greatest effect when we compare the standardized coefficients.