배달 앱 서비스 품질이 지속이용의도에 미치는 영향 - 리뷰를 중심으로

Abstract

In 2020, as the COVID-19 pandemic spreads worldwide, non-face-to-face services have also increased in the food and beverage services market. As the spread of mobile devices became common and services using non-face-to-face services and mobile apps emerged as a new business model, delivery apps changed consumers’ lifestyles. Consumers who use the mobile app provide immediate feedback through the review process to improve service quality and influence the decision-making of potential consumers. This study aimed to understand the service quality of companies through reviews that directly reflected the perceptions of consumers and to analyze how this affects continuous usage intention.BR As a result of the empirical analysis of this study, first of all, tangibility and reliability among service quality of delivery app had positive effects on continuous usage intention, but guarantee, empathy, and responsiveness had negative effects. Also, as a result of analyzing the moderating effect of the number of reviews on the effect of service quality on the intention to continue using, it was found that there was a moderating effect on the number of reviews in empathy and responsiveness. In this study, the service quality of delivery apps was differentiated from existing service quality studies by using text mining techniques, and it was suggested that reviews are important for delivery apps.