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http://dx.doi.org/10.9723/jksiis.2021.26.6.035

An Empirical Study on On/Offline Service Quality of Delivery Apps, Conversion Cost, Customer Satisfaction, and Continuous Use Intention  

Chae, Hyun-Sik (동의대학교 경영정보학과)
Kim, Eun-Jung (동의대학교 경영정보학과)
Kim, Jong-Weon (동의대학교 경영정보학과)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.26, no.6, 2021 , pp. 35-46 More about this Journal
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.
Keywords
Delivery apps; Conversion cost; Customer satisfaction; Continuous use intention;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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