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http://dx.doi.org/10.15207/JKCS.2018.9.12.239

A Study on Service Quality Satisfaction of Delivery Food App. of Korean and Chinese Customer  

Hwang, Yuns-Sung (School of Business, Chungnam National University)
Park, Jae-kei (School of Business, Chungnam National University)
Wang, Yan (School of Business, Chungnam National University)
Seo, Yong-Mo (Dept. of Humanities and Social Science, U1 University)
Rhee, Byungchae (Dept. of Economics, Chungnam National University)
Publication Information
Journal of the Korea Convergence Society / v.9, no.12, 2018 , pp. 239-250 More about this Journal
Abstract
This study focus on analyzing the factors which influence the customer satisfaction of food delivery application and its degree of the influence on the quality satisfaction both with Korean and Chinese customers. For this purpose, the model of hypothetical structure was established through the mobile internet service quality measurement was called as MOBISQUAL. As a result, the Korean customers was confirmed that the fulfillment and playfulness as the subdimension of outcome quality both have a positive effect on customer satisfaction. And the Chinese customer was confirmed that the playfulness of outcome quality, personalization of contextual interaction, design, ease of use and security of servicescape quality affected customer satisfaction positively.
Keywords
MOBISQUAL; Delivery app.; customer satisfaction; comparative study; mobile internet service;
Citations & Related Records
Times Cited By KSCI : 3  (Citation Analysis)
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