Journal of Korea Society of Industrial Information Systems (한국산업정보학회논문지)

Korea Society of Industrial Information Systems (한국산업정보학회)
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An Empirical Study on On/Offline Service Quality of Delivery Apps, Conversion Cost, Customer Satisfaction, and Continuous Use Intention

배달 앱 온·오프라인 서비스 품질과 전환비용, 고객 만족, 그리고 지속적 사용의도에 관한 실증적 연구

  • 채현식 (동의대학교 경영정보학과) ;
  • 김은정 (동의대학교 경영정보학과) ;
  • 김종원 (동의대학교 경영정보학과)
  • Received : 2021.11.29
  • Accepted : 2021.12.05
  • Published : 2021.12.30
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Abstract

This study investigates the behavior of users using delivery apps as non-face-to-face lifestyles accelerated due to the 4th industrial revolution era and Covid 19. Specifically, this study examines the effect of customers' perceived service quality on the conversion cost, customer satisfaction, and continuous use intention. Based on the results, the main purpose of this study is to provide useful information and implications for entrants (restaurants) who have signed up and operated and platforms that connect customers, restaurants, and delivery people.

본 연구는 4차 산업혁명시대와 Covid 19로 인해 비대면 라이프스타일이 가속화됨에 따라 배달 앱을 이용하는 사용자의 행태를 분석하였다. 구체적으로 본 연구는 배달 앱 서비스를 이용하는 고객의 지각된 서비스 품질이 전환비용, 고객 만족과 지속적 사용의도에 미치는 영향을 살펴보고, 그 결과를 토대로 배달 앱을 이용하는 이용자(고객), 배달 앱에 가입하여 운영하는 입점자(음식점), 그리고 고객과 음식점을 연결하여 주는 플랫폼(배달의 민족 등)에 유용한 정보와 시사점을 제공하는 것이 주요 목적이다.

Keywords

Acknowledgement

이 논문은 2021학년도 동의대학교 교내연구비에 의해 연구되었음(202101700001)

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