디지털융복합연구 (Journal of Digital Convergence)

  • 제15권12호
  • /
  • Pages.203-212
  • /
  • 2017
  • /
  • 2713-6434(pISSN)
  • /
  • 2713-6442(eISSN)
한국디지털정책학회 (The Society of Digital Policy and Management)
권호 표지
DOI QR코드

DOI QR Code

소비자 분쟁처리시스템 지속사용의도에 대하여 IT기업과 비IT기업 간의 차이분석에 관한 연구 -한국 중소기업을 중심으로

A Study on the Analysis of Difference between IT and Non-IT Companies on the Consumer Dispute Resolution System's Continuous Use Intention -Focusing on Korean Small and Medium Enterprises

  • 정수용 (숭실대학교 컴퓨터학과) ;
  • 신용태 (숭실대학교 컴퓨터학부) ;
  • 한정훈 (숭실대학교 IT정책경영학과) ;
  • 이성훈 (숭실대학교 IT정책경영학과)
  • Jung, Soo-Yong (Dept. of Computer Science Graduate School, Soongsil University) ;
  • Shin, Yong-tae (Dept. of Computer Science and Engineering, Graduate School, Soongsil University) ;
  • Han, Jeong-Hoon (Dept. of IT Policy Management, Graduate School, Soongsil University) ;
  • Lee, Sung-Hoon (Dept. of IT Policy Management, Graduate School, Soongsil University)
  • 투고 : 2017.10.19
  • 심사 : 2017.12.20
  • 발행 : 2017.12.28
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

본 연구는 중소기업을 위한 소비자분쟁처리시스템의 지속사용의도에 영향을 미치는 요인에 대해 분석하였다. 소비자분쟁처리시스템은 중소기업들이 소비자와의 분쟁에서, 인터넷을 통해 정확하고 신속하게 피해처리 방법 및 법률서비스를 지원받을 수 있도록 하는 서비스이다. 소비자분쟁처리시스템을 사용하는 중소기업 사용자들 대상으로 소비자분쟁처리 시스템의 정보품질, 시스템품질, 환경요인이 지각된 사용용이성, 지각된 유용성에 어떠한 영향을 미치는지에 대해 알아보고 최종적으로 지속사용의도에 영향을 미치는지 알아보았다. 소비자분쟁시스템의 정확성, 편리성, 비용은 지각된 사용 용이성에 긍정적인 영향을 미쳤고, 정확성, 편리성 또한 지각된 유용성에 긍정적인 영향을 미쳤다. 또한 소비자분쟁처리시스템의 지각된 사용용이성, 지각된 사용 유용성은 지속사용의도에 최종적으로 긍정적인 영향관계가 있음을 검증하였다. 마지막으로 IT기업과 비IT기업 간의 소비자분쟁처리시스템 지속사용의도에 관하여 차이분석을 하였고 두 집단간의 차이가 있는 것으로 나타났다. 본 연구 결과를 토대로 소비자분쟁처리시스템에 대한 각각의 품질을 우선순위에 맞게 보완 및 유지한다면 기존의 시스템보다 더욱 향상된 시스템으로 유지, 발전이 있을 것으로 기대된다.

This research analyzed the factors that have the influences on the intentions to use the consumer dispute settlement system for the small- and medium-sized corporations. The consumer dispute settlement system is a general Internet information portal service which enables the small- and medium-sized corporations and the small businesses receive the support for the accurate damage handling method and the legal service through the Internet in their disputes with the black consumers or the consumers. With the small- and medium-sized corporation users who use the consumer dispute settlement system as the subjects, the research took a lot at what influences the consumer dispute settlement system has on the quality of the information, the quality of the system, the ease-of-use regarding which the environmental factors are perceived, and the ease that was perceived and, finally, what influences it has on the intention of the use. The accuracy, the convenience, and the costs of the consumer dispute settlement system had the positive influences on the ease-of-use that was perceived and the accuracy and the convenience, also had the positive influences on the usefulness that was perceived. Also, it was verified that the ease-of-use of the consumer dispute settlement system that was perceived and the usefulness of use of the consumer dispute settlement system that was perceived finally had the positive influence relationships with the intention of the use. It is highly expected that if, based on the results of this research, the quality of the consumer dispute settlement system is maintained and supplemented to fit the priority order, there will be the maintenance of, and the development toward, a system that is even more improved than the previously existent system.

키워드

참고문헌

  1. D. J. Kim, "Improving Efficiency through Antitrust Dual Enforcement", Lawyers Association journal, Vol. 57, No. 11, pp.122-153, 2008. https://doi.org/10.17007/klaj.2008.57.11.004
  2. S. H. Ahn, "Consumer Protection in the Financial Investment Services and Newly Proposed Bill on Capital Market Consolidation Act", The korean Journal of Securities Law, Vol. 7, No. 2, pp.199-248 2006.
  3. Klemenhagen, Brain. "Application Service Providers", Cherry Tree & Co, 1999.
  4. shannon, C. E. and Weaver, W. "The Mathematical Theory of Communication", University of Illinois Press, 1949.
  5. DeLone, W. H., and McLean, E. R., Information Systems Success: The Quest for the Dependent Variable, Information Systems Research, Vol. 3, No. 1, pp. 60-95, 1992. https://doi.org/10.1287/isre.3.1.60
  6. Pitt, L. F., Watson, R. T. and Kavan, C. B. "Service Quality: A Measure of Information Systems Effectiveness, MIS Quarterly, Vol. 19, No. 2, pp. 173-188, 1995. https://doi.org/10.2307/249687
  7. DeLone, W. H. and McLean, E. R. "The DeLone and McLean-Model of Information systems Success: A Ten-Year Update, Journal of Management Information Systems, Vol. 19, No. 4, pp. 9-30, 2003. https://doi.org/10.1080/07421222.2003.11045748
  8. L. G. Tornatzky, & M. Fleischer, "The Processes of Technological Innovation", Lexington, MIA : Lexington Books, 1990.
  9. F. D. Davis, "Perceived usefulness. perceived ease of use. and user acceptance of information technology." MIS Quarterly, Vol. 13 No. 3, pp.319-339, 1989. https://doi.org/10.2307/249008
  10. F. D. Davis, R. P. Bagozzi, & P. P. Warshaw, "User acceptance of computer technology : a comparison of tow theoretical models." Management science, Vol. 30 No. 2, pp. 361-391, 1989.
  11. Mahmood, M. A., "Systems Devolopment Method-A Comparative Investigation", MIS Quarterly, Vol. 11, No. 3, pp. 293-311, 1987. https://doi.org/10.2307/248674
  12. Venkatesh, V., Boland, J. and hirscheim, R. A., "Determinants of Perceived Ease of Use: Integrating Control, Intrinsic Motivation and Emotion into the Technology Acceptance Model Information and Emotion into the Technology Acceptance Model Information Systems Research, industrial Management & Data Systems, Vol. 11, No.4, pp. 342-265, 1987.
  13. Parasuraman, A., Zeithaml, V, and Berry, L. L., SERVQUAL; A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol. 64, No.1, pp. 13-18, 1988.
  14. Bailey, J. E. and Pearson, S. W., "Development of A Tool for Measuring and Analyzing Computer User Satisfaction", Management Science, Vol. 29, No. 5, pp.530-545, 1983. https://doi.org/10.1287/mnsc.29.5.530
  15. Doll, J. and Torkzadeh, G, "The Measurement of End-User Computing Satisfaction", MIS Quartely, Vol. 12, No. 2, pp.259-274, 1988. https://doi.org/10.2307/248851
  16. Tornatzky, L. G., and Klein, K. J., Innovation Characteristics and Innovation Adoption-implementation: A Meta-analysis of Findings, IEEE Transactions on Engineering Management, Vol. 29, No. 1, pp. 28-45, 1982.
  17. Ferguson, D. M. and Hill, N. C., The State of US EDI in 1988, In EDI Forum, Vol. 1, pp. 21-29, 1988.
  18. H. J. Park, B. G. Park., & Y. H. Kim, "A Study on the Relationship among Social support, self Expression, Tourism Experience and Tourism SNS Use Intention", Journal of Digital Convergence, Vol.13, No. 12, pp105-115, 2015. https://doi.org/10.14400/JDC.2015.13.12.105
  19. D. R. Hwang, & S. H. Lee, "A Study on the Influende of Convergence Apartment Brand Image on Brand Loyalty : The Consumer-Brand Relationship Quality on the Mediating Effect", Journal of digital Convergence, Vol. 13, No. 12, pp235-243, 2015.
  20. C. K. Pyo, K. S. Han, & G. S. Ryu, "An Empirical Study on the Factors Influencing User satisfaction of Military smart-Education", Journal of Digital Convergence, Vol 14, No. 2, pp41-48, 2016. https://doi.org/10.14400/JDC.2016.14.2.41
  21. D. S. Kwak, K. H. Yim, & J. H. Kwon "Study on the Influence of Enterprise Features of SNS Service on Relationship Commitment and On-line Word-of-Mouth", Journal of Digital Convergence, Vol. 11, No. 5, pp.225-335, 2013. https://doi.org/10.14400/JDPM.2013.11.5.225
  22. C. Fornell, & D. F. Larcher, "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error", Journal of Marketing Research, Vol.18, No. 1, pp.39-50, 1981. https://doi.org/10.2307/3151312
  23. J. J. Lee, & K. S. Han, "A Study on Factors Affecting the Usage of the Digital Copyright Exchange in Knowledge service Convergence Era", Journal of Digital Convergence, Vol.10, No.6, pp.153-158, 2012. https://doi.org/10.14400/JDPM.2012.10.6.153
  24. K. S. Kim, H. W. Huh & K. S. Han, "A Study on the Benefits of PLM system baed on data Integration and Process management", Journal of Digital Convergence, Vol. 10, No. 6, pp133-140, 2012. https://doi.org/10.14400/JDPM.2012.10.6.133
  25. B. S. Han, Y. J. An & K. S. Han, "An Empirical Study on the Effects of Store-IT Management Service Quality on Continuous Intention", Journal of Digital Convergence, Vol. 14, No. 8, pp.115-125, 2016. https://doi.org/10.14400/JDC.2016.14.8.115
  26. Tiago Oliveira, Maria Fraga Martins. "Literature Review of Information Technology Adoption Models at Firm Level", 2011.
  27. Seddon, P. B., "A Respecification and Extension of the DeLone and McLean Model of IS Success", Information Systems Research, Vol. 8, No. 3, pp. 240-253, 1997. https://doi.org/10.1287/isre.8.3.240
  28. Hilts, S. R. and Turoff, M., "The Evolution of User Behavior in a Computerized Conferencing System", Communications of the ACM, Vol. 24, No. 11, pp. 739-751, 1981. https://doi.org/10.1145/358790.358794
  29. Kettinger, W. J. and Lee, C. C., "Pragmatic Perspectives on the Measurement of Information Systems Service Quality", MIS Quarterly, Vol. 21, No. 2, pp. 223-240, 1997. https://doi.org/10.2307/249421
  30. Stinivasna, A., "Alternative Measures of System Effectiveness: Associations and Implications", MIS Quarterly, Vol. 9, No. 3, pp. 243-253, 1985. https://doi.org/10.2307/248951