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학제간연구 과학기술학 뇌인지과학 기술정책 기타 복합학

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논문 기본 정보

자료유형
학술저널
저자정보
저널정보
한국유통경영학회 유통경영학회지 유통경영학회지 제22권 제5호
발행연도
2019.10
수록면
113 - 125 (13page)

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Purpose: The number of self-service technology users has recently increased in steep, which started to distributors more opportunities to enter into new service delivery system. Along with the growing importance of quality factors, and self-service technology convenience, there have been voices over the need of systematic research into verification of the relationship between those related variables by breaking down either self-service technology quality or perceived satisfaction in multidimensional aspects, which has been studied form a single dimensional perspective. Therefore, this study investigates how the self-service technology quality from a multidimensional perspective of the construct affects perceived satisfaction. And this study is to provide the quality factors which influence customer satisfaction in self-service technology and to examine the mediating effect of perceived service quality on these casual relationships. Research design, data, and methodology: This study presents a new modified Information System Success Model for measuring quality factors of self-service technology and investigates relationships between these factors and customer satisfaction. This study was conducted a survey targeting the self-service technology users and collected 209 questionnaires in Korea. The data collected through the survey was analyzed using measurement model analysis by using SPSS 22.0 and AMOS 20.0. The test methods of the hypotheses are correlation analysis, regression analysis, and mediated regression analysis. In particular, the measurement model used for this study divided quality of self-service technology into two dimensions such as information quality and system quality. And the mediated regression analysis tested the hypotheses for this study. Results: The results of this study are as follows; regarding the influence of quality dimension of self-service technology on customer satisfaction, it was found that the effects of information quality and system quality were significant on customer satisfaction. And it was found that information quality has stronger positive effect on customer satisfaction than system quality, which in turn, there is full mediating effects of perceived service quality on these relationships. Conclusions: The great spread of self-service technologies is driving distributors to reshape their service delivery systems, which started to them more opportunities to improve operating efficiency. This study can provide implications for quality strategy and effective alternatives for operating self-service technologies.

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참고문헌 (33)

참고문헌 신청
Anitsal, I. / 2007 / Toward a Conceptualization of Customer Productivity : The Customer’s Perspective on Transforming Customer Labor into Customer Outcomes Using Technology-Based Self-Service Options / Journal of Marketing Theory and Practice 15(4):349~363 google schola Baron, R. M. / 1986 / The Moderator-Mediator Variable Distinction in Social Psychological Research : Conceptual, Strategic, and Statistical Considerations / Journal of Personality and Social Psychology 51:1173~1182 google schola Bhattacherjee, A. / 2004 / Understanding Changes in Belief and Attitude toward Information Technology Usage : A Theoretical Model and Longitudinal Test / MIS Quarterly 28(2):229~254 google schola Byrne, B. M. / 2001 / Structural Equation Modeling with AMOS: Basic Concepts, Applications, and Programming / LEA google schola Chen, Y. C. / 2009 / The Effects of Information Overload on Consumers’ Subjective State towards Buying Decision in the Internet Shopping Environment / Electronic Commerce Research and Applications 8(1):48~58 google schola

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