A Study on the Analysis of Difference between IT and Non-IT Companies on the Consumer Dispute Resolution System's Continuous Use Intention -Focusing on Korean Small and Medium Enterprises

소비자 분쟁처리시스템 지속사용의도에 대하여 IT기업과 비IT기업 간의 차이분석에 관한 연구 -한국 중소기업을 중심으로

  • Jung, Soo-Yong (Dept. of Computer Science Graduate School, Soongsil University) ;
  • Shin, Yong-tae (Dept. of Computer Science and Engineering, Graduate School, Soongsil University) ;
  • Han, Jeong-Hoon (Dept. of IT Policy Management, Graduate School, Soongsil University) ;
  • Lee, Sung-Hoon (Dept. of IT Policy Management, Graduate School, Soongsil University)
  • 정수용 (숭실대학교 컴퓨터학과) ;
  • 신용태 (숭실대학교 컴퓨터학부) ;
  • 한정훈 (숭실대학교 IT정책경영학과) ;
  • 이성훈 (숭실대학교 IT정책경영학과)
  • Received : 2017.10.19
  • Accepted : 2017.12.20
  • Published : 2017.12.28


This research analyzed the factors that have the influences on the intentions to use the consumer dispute settlement system for the small- and medium-sized corporations. The consumer dispute settlement system is a general Internet information portal service which enables the small- and medium-sized corporations and the small businesses receive the support for the accurate damage handling method and the legal service through the Internet in their disputes with the black consumers or the consumers. With the small- and medium-sized corporation users who use the consumer dispute settlement system as the subjects, the research took a lot at what influences the consumer dispute settlement system has on the quality of the information, the quality of the system, the ease-of-use regarding which the environmental factors are perceived, and the ease that was perceived and, finally, what influences it has on the intention of the use. The accuracy, the convenience, and the costs of the consumer dispute settlement system had the positive influences on the ease-of-use that was perceived and the accuracy and the convenience, also had the positive influences on the usefulness that was perceived. Also, it was verified that the ease-of-use of the consumer dispute settlement system that was perceived and the usefulness of use of the consumer dispute settlement system that was perceived finally had the positive influence relationships with the intention of the use. It is highly expected that if, based on the results of this research, the quality of the consumer dispute settlement system is maintained and supplemented to fit the priority order, there will be the maintenance of, and the development toward, a system that is even more improved than the previously existent system.


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