• 유통과학연구
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• 제20권9호
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• pp.97-107
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• 2022

Purpose: Online-To-Offline Food Delivery Services (O2O-FDS) is a new element in hotel supply chain that digitalizes traditional food delivery practices using new technologies. Targeting hotel guests, the present research is to explore the role of trust in the relationship between food delivery app on loyalty, price efficiency, and convenience. This new perspective is an essential value addition in the field of hotel marketing in relation to O2O-FDS. Research design, data and methodology: The present research conducted the mediator variable regression analysis as a main statistical methodology to identify the connections between three main constructs using total 244 South Korean participants that were recruited from the professional research company in Korea. Results: The statistical findings based on three steps of mediator regression approach strongly indicate that the trust of food delivery app in the hotel sector plays a moderating role in the relationship between price efficiency and convenience of food delivery app and customer loyalty of food delivery app in the hotel business. Conclusions: This research concludes that hotel practitioners must strive to provide adequate information on food delivery applications in order to increase price efficiency and convenience relative to traditional food and beverage services, influencing consumer trust in food delivery technology.

• 한국정보시스템학회지:정보시스템연구
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• 제30권2호
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• pp.215-241
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• 2021

Purpose The purpose of this study is to analyze the impact of perceived value on the intention of continuous use of food delivery app services form the perspective of restaurant owners. We adopt the value-based acceptance model (VAM) in order to derive influential factors (i.e., perceived benefits and perceived sacrifices) that affect perceived value, which in turn leads to the continuous use of food delivery app services. In addition, the moderating role of restaurant type in the relationship between perceived benefits/sacrifices and perceived value. Design/methodology/approach An online survey was conducted on restaurant owners who are using domestic food delivery app services. Samples were collected using the quota sampling method in accordance with the current market share of food delivery app services. A total of 235 participants (restaurant owners) were identified as a valid sample and used for the final analysis. Findings Research findings of the study are as follows. First, sales increase and operational effort decrease among perceived benefits had a significant positive impact on perceived value. Second, perceived cost among perceived sacrifices had a significant negative impact on perceived value. Third, perceived value had a significant positive effect on the intention of continuous use. Finally, the moderating role of restaurant type was found only in the effect of operational effort decrease on perceived value.

• 유통과학연구
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• 제20권7호
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• pp.73-86
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• 2022

Purpose: Considering the COVID-19 pandemic and the increasing number of online food delivery applications (OFDA), this study aims to assess the distribution of the presence of Indonesian OFDA and to measure the factors that influence the spending habits of OFDA users. Research design, data and methodology: Two hundred and nine OFDA users from Jakarta's Generation Z were surveyed via a questionnaire. The data were analyzed using Structural Equation Modeling and SMART PLS 3.0. Results: OFDAs were introduced into Indonesia in the recent past with varying degrees of popularity determined by the number of downloads. Users' intention to use was not determined by the speed of the introduction of an OFDA. This study also reveals that previous experience of the service, the orientation of time and price savings had a significant effect on spending habits. A moderating role of the saving variable on time and price was not demonstrated. Conclusions: The results of the study suggest that, in COVID-19 pandemic conditions, the spending habits of Generation Z are not based on impulse, thrift, or extravagance. The pandemic shaped specific motivations in spending habits, namely prioritizing need. This study has limitations, including the small sample size and the use of internal variables.

• Agribusiness and Information Management
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• 제7권2호
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• pp.19-26
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• 2015

Recently, food delivery apps are seeing rapid growth into a market worth 1 trillion won under a simple but unique business model of connecting nearby restaurants with consumers via smartphone. Though basic similarities with social commerce exists in aspects such as mail-order sales intermediaries, startups, types of services and market competition structure, food delivery apps resemble social commerce in many ways in that they use excessive marketing to secure market dominance, causing a spike in consumer complaints. If the excessive marketing and increase in customer complaints are not rectified, the food delivery app could also see rapid decline as it gradually grows distant from consumers, just like social commerce. Accordingly, this study will identify the factors consumers recognize as important for continuous use vis-a-vis social commerce and food delivery apps to perform an empirical analysis on what areas need improvement. After deriving the four upper factors of product, information system and service along with eight sub-factors by referring to existing literature, the areas with opportunity for improvement were derived through satisfaction level and relative importance evaluation. The results of this study present a strategic direction for maintaining customers of social commerce and food delivery apps.

• 한국프랜차이즈경영연구
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• 제12권4호
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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.

• 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.

• 한국콘텐츠학회논문지
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• 제21권2호
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• pp.35-48
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• 2021

4차 산업혁명의 도래에 따라 물류 스타트업이 주도하는 생활물류 서비스가 급성장하고 있다. 이들은 물류 틈새시장에서 기존 물류 기업들과는 차별화되는 고객의 편의성 제고에 중점을 둔 서비스를 제공하고 있다. 모바일 앱을 구축하여 온디맨드, O2O(online to offline), 편의물류, 역물류, 라스트 마일 배송을 구현하고 있다. 물류 스타트업 주도로 소화물뿐만 아니라, 음식배달, 원룸 이사, 세탁물 배송, 출장 세차, 출장 자동차 정비 등 생활물류 서비스가 성장하고 있다. 생활물류 스타트업의 주요 성공요인 중 하나는 사용성이 높은 모바일 앱을 구축하여 고객의 충성도를 높이는 일이다. 평가는 개선을 위한 출발점이지만 모바일 앱의 사용성은 모바일 폰이 가진 특성 때문에 웹사이트와는 차별화된 평가기준을 마련하고 평가되어야 한다. 본 연구에서는 사용성 테스트 방법을 통하여 국내 대표적인 생활물류 모바일 앱의 사용성을 평가한 후 그 시사점과 개선방안을 제안한다. 그리고 구글 플레이의 최상위 인기 앱과 디자인 관점에서 비교한다.

• 서비스연구
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• 제13권2호
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• pp.1-23
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• 2023

O2O(Online-to-Offline) 음식배달 서비스 산업은 특히 중국에서 매우 빠르게 성장하는 산업이다. 이렇게 크고 빠르게 성장하는 산업의 경우 관리자가 성공을 위한 선행요인을 이해하는 것은 중요하다. 본 연구에서는 세 가지 측면, 즉 (1) 모바일 플랫폼, (2) 레스토랑 및 음식, (3) 배달 서비스가 고객의 지각된 가치와 재구매 의도에 미치는 영향을 파악하고자 한다. 구조 방정식 모형을 사용하여 여러 독립 변수(플랫폼, 레스토랑 및 배달)와 종속 변수(지각된 가치 및 재구매 의도)에 관련된 가설들을 검정하고자 하였다. 모바일 앱 플랫폼 속성 관련 가설로는 사용 편의성과 유용성이 지각된 가치와 재구매 의도에 미치는 영향을 각각 검정하였고, 레스토랑 속성 관련 가설로는 가격 공정성과 음식 품질이 지각된 가치와 재구매 의도에 미치는 영향을 각각 검정하였다. 배달 서비스 품질 속성 관련 가설로는 적시성과 가용성 및 음식 상태 등이 지각된 가치와 재구매 의도에 미치는 영향을 각각 검정하였다. 분석 결과 모바일 앱의 유용성, 음식 상태 및 오프라인 레스토랑의 가용성이 지각된 가치와 재구매 의도에 중요한 선행요인임을 알게 되었다. 또한 공정한 가격은 재구매의도에 중요한 선행요인이었다. 이러한 결과를 토대로 관리자는 고객 리뷰와 음식 정보 및 식당에 대한 정보를 제공하여 앱을 최대한 유용하게 할 필요가 있음을 알 수 있었다. 그리고 음식이 최상의 상태로 배달되도록 해야 하며, 재구매율을 높이기 위해서는 음식 가격이 공정하게 책정되는 것이 중요함을 알 수 있었다.