무인카페 정보시스템의 품질특성과 기술적 속성이 고객만족, 재이용 의도에 미치는 영향

Abstract

This study aims to find the future direction about the systems and attributes of the unmanned store market by raising the perception of customers. The purpose of this study is to see whether the quality characteristics and technical characteristics of unmanned cafes provide satisfaction to customers, leading to the reuse intentions through them. In the case of this study, the research results were derived through technical statistics, factor analysis, correlation analysis, and regression analysis. The focus of the analysis on whether the quality characteristics and technical attributes of unmanned cafes satisfy customers and thereby lead to the reuse intentions was presented. The peculiarity of technical statistics is that the age group of major target customers was in their 20s and 30s, and the main customer group was found to be salespeople. The results of this study showed that the quality characteristics and technical properties of unmanned cafes positively affect customer satisfaction, which also has a positive effect on the reuse intention. As the limitation of this study is limited to unmanned cafes, comparative studies on various unmanned stores, including the recent increasing number of study cafes, are needed. Therefore, the quality characteristics and technical properties of the information system have a significant effect on customer satisfaction, which also has a significant effect on the reuse intention, and it can be seen as a result of the trend of the untact era, when customer behavior excludes interference from others. From a practical point of view, there will be a need to reduce labor costs in cafe operation in the future, which will expand the unmanned cafe store market. Continuous efforts are needed to find various payment systems that can give convenience and trust to customers, apply kiosk menu photos to provide the convenience in kiosk design, operation and menu ordering, develop systems to provide various new menus, and develop differentiated marketing strategies for returning profits through complementation of convenience facilities in order to gain a competitive advantage. As the limitation of this study is limited to unmanned cafes, comparative studies on various unmanned stores, including the recent increasing number of study cafes, are needed.