Acknowledgement
이 논문은 한양대학교 교내연구지원사업으로 연구되었음 (HY-202200000003539)
References
- Arcand, M., PromTep, S., Brun, I., and Rajaobelina, L. (2017). Mobile banking service quality and customer relationships. International Journal of Bank Marketing, 35(7), 1068-1089. https://doi.org/10.1108/IJBM-10-2015-0150
- Cheon, D.H., and Huh, Y.D. (2011).A study of the effects of on-line travel agency's e-service quality on trust, commitment and purchase intention, Academy of Customer Satisfaction Management, 13(1), 233-252.
- Cheon, D.H., and Jun, Y.S. (2011). A Study on how E-Service Quality of Low Cost Airlines will Affect Customer's Satisfaction and Trust, Commitment and Loyalty, Korean Journal of Tourism Research, 26(3), 433-454.
- Cho, H.H. (2022). Study of the Impact of COVID-19 Pandemic on Transactions by Online Shopping Product Group, Korean Management Consulting Review, 22(2), 243-254.
- Csikszentmihalyi, M. (1990). Flow: The psychology of optimal experience. New York, NY: Harper and Row.
- Davis, F.D. (1989). Perceived usefulness, perceived ease of use and user acceptance of information technology. Management Information System Quaterly, 13(3), 319-340. https://doi.org/10.2307/249008
- Feng, L. (2018). How the Service Quality of Convention and Exhibition Mobile Applications Affect the Satisfaction and the Behavioral intention of Users in China, Ewha womans University, Master Thesis.
- Field, J.M., Heim, G.R., and Sinha, K.K. (2004). Managing quality in thee-service system: development and application of a process model. Production and Operations Management, 13(4), 291-306. https://doi.org/10.1111/j.1937-5956.2004.tb00219.x
- Gefen, D. (2000). E-commerce: the role of familiarity and trust. Omega, 28(6), 725-737. https://doi.org/10.1016/S0305-0483(00)00021-9
- Jang, Y.H., Yu, J.W. and Seo, J.W. (2012). The Effect of e-Service Quality of Online Travel Business on Loyalty and Quality of Relationship with Customer, Journal of Tourism Management Research, 16(4), 277-300.
- Jones, T.O., and Sasser, W.E. (1995). Why satisfied customers defect. Harvard Business Review, 73(6), 88.
- Jung, N.E., and Lee, H.S. (2022). A Study on the Selection Factors of Mobile Fashion Shopping Apps. Journal of the Korea Society of Computer and Information, 27(2), 229-236.
- Kim, H.J. (2015). An Empirical Study on the Effects of Mobile Learning Service Qualities on User's Flow and Satisfaction, Gyeongsang National university, Master Thesis.
- Kim, M. J., and Shin, D. J. (2018). The effect of the e-service quality of delivery platform on perceived usefulness and user satisfaction : Moderating effects of demographic characteristics, International Journal of Tourism Management and Sciences, 33(2), 83-101. https://doi.org/10.21719/IJTMS.33.2.5
- Kim, Y.C. and Jeong, S.R. (2013). A study on Factors that Influence the Usage of Mobile Apps - Based on Flow Theory and Unified Theory of Acceptance and Use of Technology. Journal of Internet Computing and Services, 14(4), 73-84. https://doi.org/10.7472/jksii.2013.14.4.73
- Koh, S.C. (2022). The Effect of Mobile Application e-Service Quality on User Satisfaction and Intention to Continue Use:Focusing on Soccer Club Players' Use of Mobile Application Platform Types, Sungkyunkwan university, Master Thesis.
- Kotler, P. (2000). Marketing management: Analysis, planning, implementation, and control. New Jersey: Prentice-Hall Inc.
- Kwon, I.J. (2013), A Study on the effect of travel industry's e-service quality on tourist satisfaction, word of mouth and there use of travel agencies - Focusing on the travel agency brand. Kyonggi University, Master Thesis.
- Kwon, M.S. (2018), The Effect of E-Service Quality of SNS on Flow, Quality of Relationship and Loyalty with Customer in Medical Beauty Service, Dongyang University, Doctoral dissertation.
- Lee, C.Y. (2022.7.6). 'Fashion shopping mobile apps enter an infinite battleground... The company with the No. 1 survival rate', The Economist.
- Lee, M.J., and Lee, K.H. (2013). Mobile Shopping Motives and Fashion Application Acceptance, Journal of Digital Convergence, 11(1), 153-163.
- Lee, M.Y. (2021). Examining Factors Influencing Flow and Continuous Use Intention of Paid OTT Service Users: Focusing on the Moderation Role of COVID19 Stress, Journal of Media Economics and Culture, 19(4), 39-75. https://doi.org/10.21328/JMEC.2021.11.19.4.39
- Lee, S. (2016). Effect of travel application e-service quality on user satisfaction and continuous usage intention, Kyonggi University, Master Thesis.
- Liu, L., Sun, Z.J., and Kim, H.B. (2016). The Impact of Mobile Travel App Characteristics on User's Behavioral Intention, Korean Journal of Tourism Research, 31(1), 253-272.
- Moon, J., Lee, W., and Song, M. (2022). Exploration for the Antecedents of Food Delivery App Service, Journal of MICE and Tourism Research, 22(3), 7-22. https://doi.org/10.35176/JMTR.22.3.1
- Oliver, R.L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469. https://doi.org/10.1177/002224378001700405
- Parasuraman, A., Zeithaml, A. and Berry, L. (1988), SERVQUAL; A Multiple-IemScale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1) : 12-40.
- Parasuraman, A., Zeithaml, V.A., and Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-233. https://doi.org/10.1177/1094670504271156
- Reichheld, F. F., and Schefter, P. (2000). E-loyalty. Harvard Business Review, 78(4), 105-113.
- Shelly, M.W., and Adelberg, T.Z. (1969). The constraint-reinforcement approach to satisfaction. Analyses of satisfaction, 3-23.
- Sung, H. W. (2012). An Exploratory Study of Smartphone Fashion Application to Promote Mobile Shopping, Fashion and Textile Research Journal, 14(6).
- Szymanski, D.M., and Hise, R.T. (2000). E-satisfaction: an initial examination. Journal of Retailing, 76(3), 309-322. https://doi.org/10.1016/S0022-4359(00)00035-X
- Wu, Z. (2014). The Effects of Social Network Service Quality on User Satisfaction, Flow and Loyalty: In Case of Korean and Chinese Users, Hanyang university, Master Thesis.
- Youn, S.J. (2015). A study on the effect of social commerce shopping application's characteristics on brand attitude: regulation effects of product involvement, Hongik University, Master Thesis.
- Zeithaml, V.A, Parasuraman, A. and Malhotra, A. (2000), A Conceptual Framework for Understanding E-service Quality; Implication for Future Research and Managerial Practice, Working Paper, Marketing Science Institute. 54-170.
- Zeithaml, V.A., Parasuraman, A., and Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375. https://doi.org/10.1177/009207002236911