• 품질경영학회지
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• 제52권1호
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• pp.23-42
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• 2024

Purpose: This study aims to investigate the impact of two types of information quality, which are platform-oriented information quality and customer-oriented information quality, on customers' decision-making processes in the Online to offline (O2O) platform environment. Grounded in the product brokering efficiency model, which encompasses screening cost, evaluation cost, and decision quality, a model framework was developed. Furthermore, this study explores how these decision-making processes affect customer loyalty. Methods: Given that food delivery apps are the most widely used O2O service in Korea, this study targeted users of these apps for data analysis. We conducted hypothesis testing through a purposive sampling methodology focusing on food delivery app users. A Partial Least Squares Structural Equation Modeling analysis was conducted to analyze the data. The data collection occurred via an online survey from October to December 2021, with a total of 212 respondents participating. Results: The results of this study revealed the significant role of information quality in helping customers' decision processes while using food delivery apps. Specifically, it was found that platform-oriented information positively influences decision quality, while customer-oriented information significantly affects both the reduction of evaluation cost and the enhancement of decision quality. Additionally, the study indicated that lower evaluation costs and higher decision quality lead to increased platform loyalty. However, a reduction in screening cost did not have a significant impact on platform loyalty. Conclusion: While previous studies have overlooked the existence of two sides, service provider and user, in a platform, this research holds significance in its analysis of how information quality impacts loyalty by utilizing the two kinds of information quality. Practitioners can enhance customer loyalty to the platform by enriching customer-oriented information, thereby reducing customers' evaluation costs and encouraging more loyal usage of the platform.

• 대한임베디드공학회논문지
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• 제18권5호
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• pp.249-257
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• 2023

This paper discusses the increasing need for autonomous delivery robots due to the current growth in the delivery market, rising delivery fees, high costs of hiring delivery personnel, and the need for contactless services. Additionally, the cost of hardware and complex software systems required to build and operate autonomous delivery robots is high. To provide a low-cost alternative to this, this paper proposes a autonomous delivery robot platform using a low-cost sensor combination of 2D LIDAR, depth camera and tracking camera to replace the existing expensive 3D LIDAR. The proposed robot was developed using the RTAB-Map SLAM open source package for 2D mapping and overcomes the limitations of low-cost sensors by using the convex hull algorithm. The paper details the hardware and software configuration of the robot and presents the results of driving experiments. The proposed platform has significant potential for various industries, including the delivery and other industries.

• Journal of Nutrition and Health
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• 제53권6호
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• pp.688-701
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• 2020

배달음식 주문 경험이 있는 20-50대의 성인남녀를 대상으로 배달음식 제품과 서비스의 품질개선방안 마련을 위한 기초자료를 제공하기 위해 설문조사를 실시한 결과는 다음과 같다. 월1회 이상 배달음식을 주문한 총 574명의 설문을 통계분석했을 때, 배달음식 선택속성에 대한 중요도 평가점수는 '위생상태' (4.72점), '음식의 맛' (4.64점), '배달의 정확성' (4.40점) 순으로 높았고, 만족도 평가점수는 '음식의 맛' (4.32점), '배달의 정확성' (4.26점), '배달 어플의 이용 편리성' (4.21점) 순으로 높았다. 또한, IPA 결과 우선적으로 개선이 필요하다고 평가된 항목은 '배달비', '할인 혜택 제공', '충분한 메뉴 설명', '불만의 신속처리' 였다. 배달음식에 대한 전체적인 만족도 (5점 척도)는 평균 4.01점이었다. 배달음식 만족도 요인에 대한 요인 분석 결과 '배달 플랫폼의 품질', '배달서비스의 품질', '편의성과 다양성', '배달음식의 품질', '건강과 안전'의 5개 요인이 추출되었고, 배달음식에 대한 전체적인 만족도와 배달음식 만족도 요인, 연령, 배달음식 이용 빈도, 1인 1회 평균 구매 가격 간의 상관관계 분석 결과 전체적인 만족도와 배달음식 이용 빈도, 배달음식 만족도 요인 간에 유의적인 정 (+)의 상관관계를 나타냈다(p < 0.01). 배달음식 이용 고객의 전체적인 만족도에 미치는 영향 요인을 살펴보고자 다중회귀분석을 실시한 결과 배달음식 만족도 요인 5개 모두 전체적인 만족도에 유의적인 영향을 주는 것으로 분석되었다 (p < 0.001). 따라서 배달음식 이용 고객의 만족도 향상을 위해서는 배달 플랫폼의 품질뿐만 아니라 배달음식의 품질, 배달서비스의 품질, 편의성과 다양성, 건강과 안전 요인에 대해서 지속적인 개선이 필요하다고 판단된다.

• 식품보건융합연구
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• 제10권4호
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• pp.9-19
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• 2024

This qualitative study explores the impact of online food delivery platform attributes on customer satisfaction and repurchase intentions. Employing a phenomenological approach, we conducted in-depth interviews and focus group discussions with 15 participants to gain rich insights into user experiences. Thematic analysis revealed key factors influencing satisfaction and loyalty: service quality dimensions (efficiency, reliability, fulfillment, privacy), expectation disconfirmation, perceived usefulness and ease of use, multi-level customer value, relationship quality, electronic word-of-mouth, value co-creation, and phased loyalty formation. Our findings extend customer behavior theory in digital platforms, offering a comprehensive framework for understanding the complex mechanisms underlying user satisfaction and repurchase decisions. The study provides valuable implications for platform operators, highlighting the importance of exceeding customer expectations, enhancing user experience, building trust, leveraging user-generated content, and fostering co-creation processes. Methodologically, we demonstrate the efficacy of qualitative approaches in uncovering nuanced insights in digital service contexts. While acknowledging limitations in generalizability, this research establishes a solid foundation for future investigations into the rapidly evolving domain of online food delivery services. The integrated theoretical approach offers a robust model for analyzing customer behavior in emerging digital service environments, contributing significantly to both academic understanding and practical application in the field of digital service provision and platform management.

• 한국정보처리학회:학술대회논문집
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• 한국정보처리학회 2022년도 춘계학술발표대회
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• pp.98-101
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• 2022

배달 플랫폼이 생기기 이전에는 소비자가 가게에 전화로 주문하면 가게에서 직접 고용한 라이더가 배달하거나 배달대행업체를 통해 배달했다. 하지만 외식문화가 발달함에 따라 배달 플랫폼이 성장하고 편리함을 추구하는 사람들이 늘어나 이제는 배달 플랫폼 없이 주문하는 경우를 보기 힘들어졌다. 이렇게 배달 플랫폼을 이용해 주문하면 라이더 부족 현상이 나타나고 공급을 위해 배달비가 점점 인상되는 악효과가 발생한다. 이에 우리는 현재 배달 시스템의 문제점 해결과 배달비 절감을 위한 공동 배달 채팅앱을 제안한다.

• 대한안전경영과학회지
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• 제24권2호
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• pp.41-50
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• 2022

The food delivery platform labor market has been continuing to grow rapidly in Korea, which resulted in traffic accident increases of delivery riders. To prevent traffic accidents while delivery, this study conducted a survey for 462 delivery riders and analyzed the statistical relationships of delivery characteristics and risk perception with delivery accidents. The results of this study revealed that riders with young age (20s: 46.6%) and/or low delivery experience (less than 1 year: 50.6%) had significantly higher proportion of accident experience than other age groups (over 40s: 36.2%) and high delivery experience (more than 2 years: 36.4%). In addition, side job riders (61.5%) showed significantly higher proportion of accident experience than main job riders (39.1%). The riders with accident experience had more number of deliveries per hour (weekday: 3.56, weekend: 3.91) than the riders without accident experience (weekday: 3.29, weekend: 3.68). Lastly, the riders with accident experience rated significantly higher perceived level of risk on weather, violation of traffic laws, uninspected motorcycle, receiving calls while driving, missing safety training, missing personal protective equipment than the riders without accident experience. This study suggested four aspects based on the study results to prevent traffic accidents for delivery riders.

• Journal of Platform Technology
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• 제10권3호
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• pp.3-10
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• 2022

The effectiveness of an innovative skin treatment system that delivers an anti-aging solution deep into the skin without invasiveness and pain using a non-invasive air technology was investigated. In addition, an effective change using a non-invasive technique for delivering a solution for skin improvement was confirmed. The equipment named Cellre Jet is an effective skin care and drug delivery equipment that instantly opens the skin epidermis by using a maximum output pressure of 6 bars and high-pressure purified oxygen of 75-90% purity to deliver various nano-sized vital substances deep into the skin, and it uses the method of precisely controlling the equipment through an 8-inch digital touch display to accurately dispense the prescribed dosage. In this study, changes in skin condition were analyzed using this equipment and nano ampoules on subjects with actual skin problems through a related comparison and effectiveness judgment program. Through this study, skin care and drug delivery are possible, which will contribute to verifying the effectiveness of this non-invasive drug delivery equipment in the future, and is expected to establish the systematic effect in observing and studying changes in the skin.

• 디지털산업정보학회논문지
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• 제19권4호
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• pp.163-177
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• 2023

In this study, delivery workers were regarded as workers and industrial accident and serious accident prevention were studied. As a result of the study, first, it was confirmed that awareness of safety guidelines has an effect on disaster prevention and is related to reducing serious accidents. Second, among the forms of organizational culture, rational culture was shown to have a positive impact on serious accidents. Third, the moderating effect of organizational culture Rational culture, a sub-concept, was found to have a moderating effect on serious accidents. Fourth, according to the opinions of workers for disaster prevention of delivery workers, it was classified into policy part, environmental part, and worker's duty part, and the necessity of strengthening safety education and strong regulation was suggested in the policy part.

• 유통과학연구
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• 제19권2호
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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 Nutrition and Health
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• 제47권5호
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• pp.374-384
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• 2014

Purpose: Health professionals and policy makers confront the failure of provider-administered, conventional behavioral interventions in the fight against obesity epidemic. The aim of this study was to develop a tailored, cost-effective delivery system for a child obesity prevention and management program through technology convergence using Web-enabled smart cellular phones. Methods: Assessment of service needs and development of a delivery system for the program were based on a comprehensive literature review and expert reviews, and results from in-depth interviews and a need-assessment survey. Results: The user- and site-centered service delivery system using Web-enabled cellular telephones as the hardware platform for obesity prevention and management has been developed. A tailored informational service and intervention will be provided interactively between stakeholders through the platform. The potential legal issues associated with the service design have also been considered. Conclusion: The user-centered convergence design and platform based on principles of Transtheoretical Model and Stages of Change using the Health Promoting School framework could enable effective intervention and promote acceptance in the long-run.