산업경영시스템학회지 (Journal of Korean Society of Industrial and Systems Engineering)

  • 제45권4호
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  • Pages.79-85
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  • 2022
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  • 2005-0461(pISSN)
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  • 2287-7975(eISSN)
한국산업경영시스템학회 (Society of Korea Industrial and System Engineering)
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외식 배달 서비스에 대한 소비자 관점 탐색적 연구

An Exploratory Study on Consumer Perspectives on Food Delivery Services

  • JaeHoon, Choi (School of Business Administration, Kyungpook National University) ;
  • Pansoo, Kim (School of Business Administration, Kyungpook National University)
  • 투고 : 2022.11.24
  • 심사 : 2022.12.05
  • 발행 : 2022.12.31
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초록

Various non-face-to-face services are being activated due to the influence of the Corona 19 virus around the world. However, unlike the rapid development of delivery services, social awareness of delivery services is causing many problems. Therefore, in this study, we analyze the quality attributes of delivery services from the consumer's point of view, and based on the results, we try to derive a direction for service improvement. In this study, quality factors were established through interviews and surveys with actual consumers, and quality attributes were classified through the Kano model and Timko's customer satisfaction coefficient. "Attractive" is ('Ease of ordering, Accurate delivery to the designated place'), "One Dimensional" is ('Variety of payment methods, Accurate delivery on time, Accurate delivery of ordered food, Degree of non-deformation of packaging conditions, etc., Convenience of use time'), "Must be" is ('Kindness of the delivery person'), "Reverse" is ('provision of services, service response to order discrepancies'). This study has academic significance in that it compensated for the disadvantage of not being able to interpret the mathematical meaning of the Kano model with Teamco's customer satisfaction coefficient. It also has practical implications in that it provides an indirect clue to future improvement directions.

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참고문헌

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