청소년의 디지털 고객 경험에 관한 연구

• 영문명: A Study on the Digital Customer Experience of Youths
• 발행기관: 한국IT서비스학회
• 저자명: 손진희 이정재
• 간행물 정보: 『한국IT서비스학회지』제22권 제5호, 1~16쪽, 전체 16쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2023.10.31

영문 초록

This study aimed to provide fundamental insights into the digital customer experience by identifying its components and analyzing their importance and satisfaction levels among youths. To achieve this objective, the components of digital customer experience were identified through a review of prior research and consultation with experts. Subsequently, a survey was conducted with 200 youths in Seoul and Gyeonggi-do. The main findings of the study are as follows: First, The components of the digital customer experience consisted of 12 items grouped into three categories. Second, an analysis of the disparity between the importance and satisfaction levels of digital customer experience revealed statistically significant differences across all items. Third, By utilizing IPA (Importance-Performance Analysis), the digital customer experience was categorized into four quadrant, each with its own characteristics and recommendations for management: The first quadrant, the “current level maintenance area,” encompassed items related to “entertainment” and “recommended service”. This area is currently functioning well but necessitates continuous attention and management. The second quadrant, the “area to be supported first,” included items such as “personalization,” “security,” “inducing participation,” “privacy,” and “individuality expression.” Intensive management and improvements are imperative in this quadrant. The third quadrant, the “long-term improvement area,” consisted of items like ‘consistency,’ ‘information quality,’ and ‘convenience.’ These items require focus on long-term enhancement efforts. The fourth quadrant, the “areas where efforts have already been invested,” encompassed items like ‘accessibility’ and ‘deliberation.’ It appears that excessive investment has been made in these areas relative to their importance, calling for selective investments while considering the specific issues associated with each factor. These research findings serve as essential data for managing the digital customer experiences of youths.

목차

1. 서 론

2. 이론적 배경

3. 연구 방법

4. 연구 결과

5. 결 론

참고문헌

키워드

IPA (Importance-Performance Analysis) Youths Digital customer experiences Importance Satisfaction