모바일 배달 전문 플랫폼의 서비스 특성이 지각된 용이성과 고객 만족도에 미치는 영향

• 영문명: The Influence of a Mobile Platform for Food Delivery Services on Perceived Ease of Use and Customer Satisfaction
• 발행기관: 한국IT서비스학회
• 저자명: 김규식(Gyu-sik Kim) 최재붕(Jae-boong Choi)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제18권 제5호, 119~132쪽, 전체 14쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2019.12.30

영문 초록

This study aims to analyze how specific features of a mobile platform such as economic feasibility, interactivity, safety, and design are correlated with perceived ease of use and customer satisfaction, targeting those who purchase delivery food on a mobile platform dedicated to delivery services. A survey was conducted on customers who had bought delivery food on a mobile platform and the data collection was conducted from August 19, 2019 to September 18, 2019, using 300 mobile platform service users. A total of 300 copies were retrieved. 249 valid samples of 300 copies were analyzed with SPSS 23.0 and AMOS 23, and In addition, programs including SPSS and AMOS were used for the analysis of frequency, confirmatory factor, reliability and validity, correlation and structural equation model. Major findings of such analysis are as follows. First, design characteristic of a mobil platform had relevant impacts on perceived ease of use. However, economic feasibility, interactivity, and safety did not significantly affect perceived ease of use. Second, perceived ease of use had a significantly influenced on the extent of customer satisfaction. Hence, from practical and academical point of views based on the results of this analysis, this study is expected to provide directions and some practical and useful implications for a mobile platform for food delivery services.

목차

1. 서 론

2. 이론적 배경

3. 연구의 설계

4. 실증분석

5. 결 론

키워드

Mobile Platform for Food Delivery Service Characteristics of Mobile Platform Perceived Ease of Use Customer Satisfaction