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공학 일반 건축공학 기계공학 산업공학 재료·에너지공학 전기전자공학 조선해양공학 화학공학 컴퓨터학 기타공학
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학제간연구 과학기술학 뇌인지과학 기술정책 기타 복합학

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논문 기본 정보

자료유형
학술저널
저자정보
저널정보
한국유통과학회 산경연구논집 산경연구논집 제9권 제12호
발행연도
2018.1
수록면
63 - 72 (10page)

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초록· 키워드

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Purpose - In this study, it is classified the service quality dimension of mobile shopping app using Kano model. In addition, it is evaluated quality factors suitable for strategic management from the viewpoint of service provider through mobile application through binary dimension analysis. Research design, data, and methodology - In this study, seven quality dimensions such as information quality, reliability, immediacy, convenience, design, security and customer service were derived through related studies to make binary shopping quality app quality measurement. 37 sub-variables were set by each quality dimensions. Each questionnaire was composed of positive and negative items like Kano's proposed method, and the satisfaction coefficient suggested by Timko(1993) was examined to understand the influence of each factors on customer satisfaction. Results - As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. And, in information quality, the information overload was classified as an apathetic quality component, while the related information provision belonged to an attractive quality component. In reliability quality, customized service provision was classified as an attractive quality component. In instant connectivity, the quality of the connection during transport was classified as an attractive quality component. In convenience quality, access to product information was classified as a one-way quality component. All components of designs quality were classified as attractive quality components, and in security quality, all of their components were all classified as one quality component. Lastly, in customer service, they components were all classified as a single quality component. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. Conclusion - In the online service environment, which is difficult to differentiate in terms of upward upgrading only by technological implementation and function, the results of this study can be suggested as a differentiating factor for major channels with customers rather than improve the brand image.

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참고문헌 (50)

참고문헌 신청
Akinci, S. / 2010 / Re-assessment of ES-Qual and E-RecS-Qual in a pure service setting / Journal of Business Research 63(3):232~240 google schola Anderson, E. W. / 1991 / Repositioning for changing preferences : The case of beef versus poultry / Journal of consumer research 18(2):219~232 google schola 방민서 / 2013 / 모바일을 이용한 패션상품 구매자의 개인적 특성이 모바일 쇼핑 수용 및 구매의도에 미치는 영향 google schola Berry, L. L. / 2002 / Understanding service convenience / Journal of marketing 66(3):1~17 google schola 전주형 / 2012 / 앱(app) 쇼핑몰의 서비스품질과 구매의도에 관한 연구 / 한국산학기술학회논문지 13(4):1609~1618 dbpia

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