배달앱의 서비스품질 요인이 고객만족, 지속사용의도에 미치는 영향에 관한 연구

Abstract

The purpose of this study is to identify the impact of delivery app service quality factors on customer satisfaction and intention of continuous use. The analysis results of this study are as follows. Hypothesis 1 "Delivery app service quality factors will have a positive effect on customer satisfaction", hypothesis 2 "Delivery app service quality factors will have a positive effect on continuous use intentions", hypothesis 3 "Customer satisfaction will have a positive effect on continuous use". The implications of this study are as follows. First, it is meaningful to reconstruct and study a delivery app quality measurement model, and we also present a theoretical basis that can be used as a foundation for studying correlations with other variables involved. Second, among the factors that impact the quality of delivery app services on customer satisfaction and continuous utilization intentions, ease of use was found to be the most influential and proved to be an important leading variable. Third, consumers who use delivery app services also chose entertainment as a factor that affects customer satisfaction, which means that they need to not feel bored when using delivery app services by giving them the pleasure and interest of the ordering process and the fun of choosing various products. Delivery app companies, which have grown rapidly due to increased online-based non-face-to-face activities since covid 19, will always play a major role in improving delivery app service quality by considering the position of restaurant consumers.