Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
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Consumer Resistance and Satisfaction with Restaurant Self-service Technology

외식업체 셀프서비스기술에 대한 소비자 저항 및 만족

  • 유교영 (현대차(중국) 빅데이터센터) ;
  • 이진명 (충남대학교 소비자학과)
  • Received : 2020.08.11
  • Accepted : 2021.03.20
  • Published : 2021.03.28
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Abstract

This study aims to investigate the effects of self-service technology (SST) characteristics and consumer characteristics on consumer resistance and satisfaction with SST in restaurants. An online survey was conducted for consumers in their 20s and 50s who used SST at restaurants, and 343 data were used for analysis. As a result, convenience and tech-controllability have a negative effect on consumer resistance with SST, whereas complexity, social risk and relationship orientation have a positive effect. In addition, convenience, entertainment, and tech-controllability have a positive effect on consumer satisfaction with SST, whereas social risk and relationship orientation have a negative effect. This study contributes practically and academically in that it proposes a practical strategy to reduce consumer resistance and increase satisfaction, and identifies the determinants of consumer response to SST. In future studies, an in-depth analysis of consumers' ambivalent responses to SST is required.

본 연구의 목적은 셀프서비스기술(SST)의 특성과 소비자 특성이 외식업체에서의 SST에 대한 소비자의 저항과 만족에 미치는 영향을 규명하는 것이다. 이를 위해 외식업체에서 SST를 이용한 경험이 있는 20대에서 50대까지의 일반 소비자를 조사대상으로 선정하여 온라인 설문조사를 실시하였고, 최종 343부의 자료를 분석에 활용하였다. 다중회귀분석을 통해 가설을 검증한 결과, 편의성과 기술통제성이 낮을수록, 복잡성, 사회적 위험, 관계지향성이 높을수록 SST에 대한 소비자 저항이 높아지는 것으로 나타났다. 반면, 편의성, 유희성, 기술통제성이 높을수록, 사회적 위험과 관계지향성이 낮을수록 SST에 대한 소비자 만족이 높아지는 것으로 나타났다. 본 연구는 소비자의 저항을 낮추는 동시에 만족을 높이기 위한 전략을 제안한다는 점에서 실무적 가치가 있고, SST에 대한 소비자의 양가적인 반응에 영향을 미치는 요인을 규명한다는 점에서 관련 연구의 확장에 기여할 수 있다. 본 연구에서 밝혀진 점들을 참조하여 SST에 대한 소비자의 양가적인 반응을 심도 있게 파악하는 것이 요구된다.

Keywords

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