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An Empirical Study on the Effects of Store-IT Management Service Quality on Continuous Intention

점포IT관리 서비스품질이 지속사용의도에 미치는 영향에 관한 실증 연구

  • Han, Byung-Sung (Dept. of Business, Administration, Graduate School, Soongsil University) ;
  • An, Yong-Jun (Dept. of Business, Administration, Graduate School, Soongsil University) ;
  • Han, Kyeong-Seok (Dept. of Business Administration, Soongsil University)
  • Received : 2016.04.18
  • Accepted : 2016.08.20
  • Published : 2016.08.28

Abstract

Recently, there has been a demand for high quality services as the number of stores that use IT devices increases, and the importance regarding that matter has been emphasized. This study analyzed the factors that influence the effects of Store-IT Management Service. With customers who experienced Store-IT Management Service Quality as targets, it figured out the effects that Store-IT Management Service Quality had on Service Confirmation, Customer Satisfaction, and Continuous Intention. As a result, looking closely at the effects that Store-IT Management Service Quality had on Service Confirmation, it turned out that empathy, reliability, tangibility, and assurance had positive effects. As for the effects that Store-IT Management Service Quality had on Customer Satisfaction, empathy, reliability, and tangibility turned out to be important factors that had positive effects. In addition, Service Confirmation and Customer Satisfaction to Store-IT Management Service Quality turned out to have positive effects on Continuous Intention. With these results, given factors of Store-IT Management Service Quality, via Service Confirmation and Customer Satisfaction, were verified to have positive effect relationships with Continuous Intention. The result of this study is expected to help enhance Store-IT Management Service Quality.

Keywords

Store IT-management Service;POS-System;Information System;Service Quality;Service Confirmation;Customer Satisfaction;Continuous Intention

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