Asia pacific journal of information systems

The Korea Society of Management Information Systems (한국경영정보학회)
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A Study of Consumers' Perceived Risk, Privacy Concern, Information Protection Policy, and Service Satisfaction in the Context of Parcel Delivery Services

  • Se Hun Lim (Department of Management Information Systems, Sangji University) ;
  • Jungyeon Sung (School of business, Sungkyul University) ;
  • Daekil Kim (School of Communication and Media, Seoul Women's University) ;
  • Dan J. Kim (Department of Information Technology & Decision Sciences, University of North Texas)
  • Received : 2017.07.21
  • Accepted : 2017.09.26
  • Published : 2017.09.30
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Abstract

The proposed conceptual framework is based in the relationships among knowledge of personal information security, trust on the personal information security policies of parcel delivery service companies, privacy concern, trust in and risk of parcel delivery services, and user satisfaction with parcel delivery services. Drawing upon both cognitive theory of emotion and cognitive emotion theory that complement each other, we propose a research model and examine the relationships between cognitive and emotional factors and the usage of parcel delivery services. The proposed model is validated using data from customers who have previously used parcel delivery services. The results show a significant relationship between the cognitive and affective factors and the usage of parcel delivery services. This study enhances our understanding of parcel delivery services based on the consumers' psychological processes and presents useful implications on the importance of privacy and security in these services.

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References

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