• Journal of Distribution Science
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• v.19 no.2
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• pp.37-44
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• 2021

Purpose: O2O (Online to Offline) is an internet-based platform. The purpose of this study is to confirm the effect of service quality of O2O food delivery service on service satisfaction, and whether customer orientation mediates the relationship between service quality and service satisfaction. Research design, data and methodology: This paper surveyed Chinese consumers using the O2O food delivery platform through a questionnaire technique. Smart PLS 3.0 was used to verify the hypothesis of this study. PLS is characterized by the advantage of minimizing measurement errors and maximizing the influence of each factor. Results: It was confirmed that O2O food delivery companies need to increase service quality (information quality, product quality, and social quality, system quality) in order to obtain customer satisfaction. Additionally, the perceived customer orientation was found to completely mediate the relationship between perceived service quality (information quality, product quality) and perceived service satisfaction. Conclusions: The service level of the O2O delivery company to the customer's request when a problem occurs in the customer's order must be raised to increase the customer's satisfaction. For example, timely response to customer inquiries and timely feedback of delivery information to customers during the delivery process should improve the quality of after-sales service.

• Journal of Distribution Science
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• v.18 no.9
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• pp.45-53
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• 2020

Purpose: This study aims at investigating consumers' choice in online food purchasing behavior and the impact on repurchase for fresh food delivery which has recently shown rapid growth in Korea. The study focuses on the user experience factors af fecting satisfaction and intention to continuously use the online food market. Research design, data and methodology: The survey was conducted by 309 people who had purchased fresh food online, and the analysis was conducted using SPSS and AMOS. Structural Equation Modeling was used for the analysis for the verification of hypotheses. The factors that consumers value when ordering fresh food delivery services were defined as system quality, service quality, commodity quality, brand characteristics, and economics from the preceding study and the relationship between satisfaction and willingness to repurchase was verified. Results: When consumers purchase fresh food online, system quality, product quality, brand characteristics, and economics have had a significant impact on satisfaction. Meanwhile, of the five optional attributes of consumers, only economic efficiency has been verified to have a statistically significant impact on repurchase intentions. Conclusions: The results of the study suggested factors that consumers consider important when ordering fresh food online, providing basic data for companies to develop related strategies.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.45 no.4
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• pp.79-85
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• 2022

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.

• The Korean Journal of Franchise Management
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• v.12 no.4
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• pp.41-54
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• 2021

Purpose: Delivery food orders are on the rise due to the COVID 19 pandemic. Many customers are ordering food through delivery apps rather than visiting restaurants to eat out. Delivery application platforms are growing due to the development of O2O. Most of the people who provide gig worker for delivery applications are rider. Rider provides labor on their own terms and have more work flexibility and autonomy than ordinary workers. Trust can be transferred from a well-known entity to an unknown entity. From the customer's point of view of using the delivery application, trust can be seen through the third-party trust of the delivery application platform-rider-customer. Therefore, this study intends to investigate the effect on delivery application trust and rider trust through the well-known characteristics of delivery applications. Research design, data, and methodology: This study was conducted on Korean consumers over 20 years of age who have ordered food through a delivery application for the past month. After educating 5 investigators about the purpose of this study, 60 copies of the survey were conducted per person. During the investigation period, from September 2 to September 26, 2021, 322 copies were collected over 25 days. Among the collected questionnaires, 37 were excluded from insincere or partially unanswered, and 285 were used for analysis. In addition, the collected data were analyzed using SPSS 25.0 and AMOS 25.0. Result: As a result of the study, convenience, price, and variety of restaurants were found to have a significant positive (+) effect on app trust, but design did not have a significant effect on app trust. Also, it was found that convenience had a significant positive (+) effect on trust in rider, but design, price, and variety of restaurants did not have a significant effect. App trust was found to have a significant positive (+) effect on rider trust and intention to use, and it was found to have a significant positive (+) effect on rider trust and intention to use. Conclusions: First, this study established a structural framework between delivery application characteristics-delivery-app trust-rider trust-intention to use. Second, in this study, it was found that customer trust in well-known delivery applications was transferred to less-known rider trust. Third, the delivery application should increase the convenience of use. Fourth, delivery application should set the delivery fee appropriately. Fifth, delivery application must continuously train the rider.

• Nutrition Research and Practice
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• v.4 no.6
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• pp.515-521
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• 2010

The purpose of this study was to investigate the diet of children under the government-funded meal support program. The 143 children (67 boys and 76 girls) participated in this study among $4^{th}-6^{th}$ elementary school students receiving free lunches during the summer vacation of 2007 and living in Gwanak-gu, Seoul, Korea. The subjects consisted of four groups supported by Meal Box Delivery (n = 26), Institutional Foodservice (n = 53), Restaurant Foodservice (n = 27), or Food Delivery (n = 37). A three-day 24-hour dietary recall and a self-administered survey were conducted. In addition, the children's heights and weights were measured. The average energy intake of the children was 1,400 kcal per day, much lower than the Estimated Energy Requirements of the pertinent age groups. The results also showed inadequate intake of all examined nutrients; of particular concern was the extremely low intake of calcium. On average, the children consumed eight dishes and 25 food items per day. The children supported by Meal Box Delivery consumed more various dishes and food items than the other groups. The percentage of children preferring their current meal support method was the highest in those supported by Meal Box Delivery and the lowest in those supported by Food Delivery. We requested 15 children among the 143 children participating in the survey to draw the scene of their lunch time. The drawings of the children supported by Institutional Foodservice showed more positive scenes than the other groups, especially in terms of human aspects. In conclusion, the overall diet of children under the government-funded meal support program was nutritionally inadequate, although the magnitude of the problems tended to differ by the meal support method. The results could be utilized as basic data for policy and programs regarding the government-funded meal support program for children from low-income families.

• Bulletin of Food Technology
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• v.19 no.2
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• pp.149-165
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• 2006

• Journal of the Korea Society of Computer and Information
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• v.25 no.12
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• pp.305-313
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• 2020

In this paper, We Propose a ways how franchise service of delivery app should be made by analyzing the effect of delivery app usage properties of food service franchisee on satisfaction, business performance and intention of reusing, and suggest support plan of delivery app for franchise by food service franchisee. This study conducted survey on 212 franchises that have experience using delivery app among food service franchisees. To verify the hypothesis of the study, single regression and multiple regression analysis were conducted for verifying the relationship between variables. Key results of the study are as follows. First, it was found that the delivery app usage properties of food service franchisee had a positive relationship with satisfaction. Second, it was found that the delivery app usage properties of food service franchisee had positive relationship with business performance. Third, the satisfaction was found to affect business performance. Fourth, it was found that the satisfaction didn't affect the intention of reusing, and business performance was found to have a positive effect on the intention of reusing. It is necessary to increase the satisfaction of using of franchises through continuous management and reasonable pricing policies, and the headquarter of franchisee should be able to contribute to energetic sales of franchises through effective cooperation with delivery app companies.

• Asia pacific journal of information systems
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• v.32 no.2
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• pp.354-380
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• 2022

This study proposed a novel model to investigate influential factors affecting the intention to continue using increasingly popular food delivery apps (FDAs). The proposed theoretical model is developed and validated to extend traditional technology acceptance and adoption theories by identifying several determinant factors that capture the unique context of FDAs continuous usage. Hypotheses were tested using a partial least square structural equation modeling approach (PLS-SEM) on data collected from 331 actual FDAs users during the COVID-19 pandemic. The results reveal that convenience, perceived compatibility, delivery experience, and online reviews significantly influence the continuous usage of FDAs. The findings also confirm the importance of continuous intention on the actual use of FDAs. The research model of this study explains 65% of variance in continuous intention and 47% in actual use. The insights provided by this study suggest fruitful directions for future research. They can also help FDAs companies, developers and marketers with strategies and tips for further development and growth by ensuring users' continuous usage of these platforms.

• The Korean Journal of Food And Nutrition
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• v.31 no.5
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• pp.668-676
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• 2018

The purpose of this study was to investigate the quality attributes and importance that affects their satisfaction with respect to lunchboxes amongst children from low-income families in Korea. In case of $1-3^{rd}$-grade elementary school, 57.1% received lunch box through the community child center, while 45.2%, 68.5% and 80.7% of $4-6^{th}$-elementary school, middle school, and high school students received the lunch box from home, respectively. Typically, in 40.2% of all grades, the time to eat the meal was within 1~2 hours of delivery, and 34.0% consumed the lunch within 2~6 hours of delivery. With respect to intake of the contents of lunchboxes, 72.0% of the participants answered that they ate 80% of the lunchboxes delivered and 24.9% only ate 50% of the content of lunchboxes. The largest leftover were vegetables (26.9%), and the reason for leaving food was 'do not like to eat (36.1%)' followed by 'no taste (32.6%)'. Regarding improvements in delivery lunchboxes, elementary school students selected 'taste', while middle school and high school students selected 'variety of menu'. The 'nutrition (3.69 point)' of the lunchboxes was the highest satisfaction and the 'variety of menu (3.34 point)' was the lowest. In all grades, 'nutrition' and 'hygiene' were considered to be important as quality attributes of the delivery lunchboxes, and satisfaction was also high. On the other hand, in the $1-3^{rd}$-grade elementary school, 'variety of menu' and 'amount of side dish' were important but satisfaction was low. The $4-6^{th}$-grade elementary school, middle school and high school students stated that 'taste' and 'variety of menu' were important, but satisfaction was low.

• Journal of the Korean Society of Safety
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• v.37 no.6
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• pp.118-127
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• 2022

This study analyzes the characteristics of occupational accidents of food delivery via motorcycle in terms of accident probability and work-days. Depending on their employment status, food-delivery workers were divided into "employed" workers (who work for restaurants) and "special-type" workers (who work for delivery platforms). Collected data include occupational accident-information during the last two years (1,468 cases for employed workers and 4,899 cases for special-type workers) and their risk information such as age, work experience, accident location, season of the accident, and weather conditions. The study finds that special-type workers had a significantly higher accident probability for the younger age group (80.8%), while employed workers had more accidents in both 20's or younger (34.9%) and 50's or older (25.4%). The number of work-days-lost was higher for special-type workers with less work experience, and it decreased with increasing work experience. Moreover, the chance for accidents was higher at night time (55%) than for day time (45%) for special-type workers as well as for employed workers. The number of work-days-lost was higher in foreign workers (180.79 days) than in Korean workers (121.44 days). Accident probability (30.7%) and work-days-lost (136.2 days) was higher in winter than in other seasons. In addition, accidents-per-day was higher on snowy days (12.7 cases per day) than rainy (8.1) and windy days (7.1). In addition, it was found that deadly accidents mainly caused injuries to face, head, and chest, while non-deadly accidents affected mainly the legs and feet. This study enables the development of better policies to prevent accidents of food delivery workers.