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논문 기본 정보

자료유형
학술저널
저자정보
Seon Mi Jung (Dong Eui University)
저널정보
한국조리학회 Culinary Science & Hospitality Research Culinary Science & Hospitality Research Vol.29 No.9(Wn.158)
발행연도
2023.9
수록면
67 - 79 (13page)
DOI
10.20878/cshr.2023.29.9.007

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초록· 키워드

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This study was conducted to create demand for online food delivery app users, which has recently decreased, and to find ways to secure competitiveness of online food delivery app service providers. The specific purpose of the study is, first, to identify the determinants of offline service quality perceived by users of online food delivery app. Second, it is to confirm the relationship between the offline service quality level experienced by online food delivery app users and the attitude toward the online food delivery app service and the continuous intention to use it. In order to achieve the purpose of the study, first, a theoretical basis was prepared through a review of previous research on each research variable, and an empirical research analysis was conducted to confirm the effect relationship between each identified research variable. The empirical survey was conducted from March 20 to 27, 2023, targeting 250 food service management majors in the Busan area. Frequency analysis, reliability analysis, factor analysis, and correlation analysis were conducted using SPSS 26 for data analysis of the collected questionnaires, and regression analysis was conducted for hypothesis verification. The analysis results of this study are as follows. First. The offline service quality factors experienced by online food delivery app users were identified as reliability, responsiveness, guarantee, and supply competitiveness factors. Second, as a result of confirming the relationship between the offline service quality factors experienced by users using the online food delivery app and the satisfaction of using the online food delivery app, it was confirmed that the reliability, supply competitiveness, and warranty factors had a significant effect. Third, the relationship between the offline service quality factors perceived by the users of the online food delivery app and their influence on the continuous intention to use was confirmed. Fourth, it was confirmed that the satisfaction of users of online food delivery app had a significant effect on the intention of continuous use.
#O2O business #Offline service quality #Food delivery application #Satisfaction #Continued use intention

목차

ABSTRACT
1. INTRODUCTION
2. LITERATURE REVIEW
3. RESEARCH METHODS
4. RESULTS
5. CONCLUSION
REFERENCES

참고문헌 (30)

참고문헌 신청
An, K. H. (2018). How quality factors affect satisfaction · Dependency in O2O service platform : An empirical study of order/delivery app service case (Doctoral dissertation).Kyung Hee University. google schola Bae, S. W., Eh, Y. Y., & Lee, N. H. (2009). A study on determinants of repurchase intention to courier service: Focused on perceived quality, perceived value, perceived satisfaction and switching cost. Journal of Korea Service Management Society, 10(2), 2 google schola Baek, J. O. (2023). Effects of kiosok characteristics of food service companies on customer experience, satisfaction, and continuous use intention. Culinary Science & Hospitality Research, 29(5), 98-111. google schola Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1994).Improving service quality in America: Lessons learned.Academy of Management Perspectives, 8(2), 32-45. google schola Carman J. (1990). Consumer perceptions of service quality: An assessment of SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55. google schola

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