카노 모형을 이용한 모바일 쇼핑몰 앱의 서비스 품질 요인 분석에 관한 연구

• 영문명: The Study on the e-Service Quality Factors in m-Shopping Mall App based on the Kano Model
• 발행기관: 한국유통과학회
• 저자명: 김상오(Sang-Oh Kim) 윤선희(Sun-Hee Youn) 이명진(Myung-Jin Lee)
• 간행물 정보: 『산경연구논집(JIDB)』Volume.9 No.12, 63~72쪽, 전체 10쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2018.12.30

영문 초록

Purpose - In this study, it is classified the service quality dimension of mobile shopping app using Kano model. In addition, it is evaluated quality factors suitable for strategic management from the viewpoint of service provider through mobile application through binary dimension analysis. Research design, data, and methodology - In this study, seven quality dimensions such as information quality, reliability, immediacy, convenience, design, security and customer service were derived through related studies to make binary shopping quality app quality measurement. 37 sub-variables were set by each quality dimensions. Each questionnaire was composed of positive and negative items like Kano s proposed method, and the satisfaction coefficient suggested by Timko(1993) was examined to understand the influence of each factors on customer satisfaction. Results - As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. And, in information quality, the information overload was classified as an apathetic quality component, while the related information provision belonged to an attractive quality component. In reliability quality, customized service provision was classified as an attractive quality component. In instant connectivity, the quality of the connection during transport was classified as an attractive quality component. In convenience quality, access to product information

목차

1. 서론

2. 이론적 배경

3. 연구설계

4. 실증분석

5. 결론

키워드

Kano Model App Quality Mobile Shopping Mall App