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논문 기본 정보

자료유형
학술저널
저자정보
정윤정 (경성대학교) 이종화 (동의대학교)
저널정보
한국인터넷전자상거래학회 인터넷전자상거래연구 인터넷전자상거래연구 제22권 제3호
발행연도
2022.6
수록면
1 - 18 (18page)
DOI
10.37272/JIECR.2022.06.22.3.1

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초록· 키워드

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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.
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.

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Abstract
Ⅰ. 서론
Ⅱ. 이론적 배경
Ⅲ. 연구모형 및 가설
Ⅳ. 데이터 및 연구방법
Ⅴ. 분석 결과
Ⅵ. 결론
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