배달앱 서비스의 온․오프라인 품질요인이 지속이용의도에 미치는 영향 (The Effect of Online and Offline Quality Factors on the Continuous Intention to Use of Delivery App Services)

서지정보

· 발행기관 : 한국정보시스템학회
· 수록지 정보 : 정보시스템연구 / 29권 / 3호 / 215 ~ 236페이지
· 저자명 : 이문봉, 이옥

초록

Purpose:/Design: The purpose of this study is summarized as follows. First, we want to derive the quality dimension of the delivery app services based on the experience of the users of the delivery app. Second, we would like to identify the continuous intention to use, taking into account the integrated nature of online and offline quality. Third, the online and offline quality factors of the delivery app services shall be checked in an exploratory manner to see how they affect perceived value, satisfaction, and continuous intention to use.
In order to demonstrate the purpose of this study, a self-report survey was conducted in which respondents directly responded. A questionnaire of 295 people was identified as a valid sample and used for the final analysis.
Findings: The summary of the hypothesis test results is as follows. First, the system quality among the online characteristics does not have a significant impact on both perceived values and user satisfaction. Second, the hypothesis that information quality affects satisfaction and perceived value was adopted. Third, the service quality was shown to be a significant factor affecting perceived value and satisfaction. Fourth, the delivery quality among offline characteristics was found to have no significant effect on perceived value and satisfaction. Fifth, the hypothesis test of commodity quality showed that both perceived value and satisfaction had a significant impact. Sixth, satisfaction in the delivery app service showed a positive effect on the continuous intention to use.

영어초록

Purpose:/Design: The purpose of this study is summarized as follows. First, we want to derive the quality dimension of the delivery app services based on the experience of the users of the delivery app. Second, we would like to identify the continuous intention to use, taking into account the integrated nature of online and offline quality. Third, the online and offline quality factors of the delivery app services shall be checked in an exploratory manner to see how they affect perceived value, satisfaction, and continuous intention to use.
In order to demonstrate the purpose of this study, a self-report survey was conducted in which respondents directly responded. A questionnaire of 295 people was identified as a valid sample and used for the final analysis.
Findings: The summary of the hypothesis test results is as follows. First, the system quality among the online characteristics does not have a significant impact on both perceived values and user satisfaction. Second, the hypothesis that information quality affects satisfaction and perceived value was adopted. Third, the service quality was shown to be a significant factor affecting perceived value and satisfaction. Fourth, the delivery quality among offline characteristics was found to have no significant effect on perceived value and satisfaction. Fifth, the hypothesis test of commodity quality showed that both perceived value and satisfaction had a significant impact. Sixth, satisfaction in the delivery app service showed a positive effect on the continuous intention to use.

참고자료

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