Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
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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
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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.

최근 IT기기를 사용하는 점포가 늘어남에 따라 높은 수준의 서비스품질을 요구하고 있으며 이에 대한 중요성이 대두되고 있다. 본 연구는 점포IT관리서비스의 효과에 영향을 미치는 요인들을 분석하였다. 점포IT관리 서비스 품질을 경험한 고객들을 대상으로 점포IT관리 서비스품질이 서비스일치, 고객만족, 지속사용의도에 미치는 영향을 알아보았다. 분석결과, 점포IT관리 서비스품질이 서비스일치에 미치는 영향을 살펴보면, 공감성, 신뢰성, 유형성, 확신성이 긍정적인 영향을 미치는 것으로 나타났다. 점포IT관리 서비스품질이 고객만족도에 미치는 영향을 살펴보면, 공감성, 신뢰성, 유형성이 긍정적인 영향을 미치는 중요 요인으로 나타났다. 또한, 점포IT관리 서비스품질에 대한 서비스 일치와 고객만족은 지속사용의도에 긍정적인 영향을 미치는 것으로 나타났다. 이런 결과들에 따라, 제시된 점포IT관리 서비스품질 구성요인은 서비스일치와 고객만족을 통해 지속사용의도에 긍정적인 영향관계가 있음이 검증되었다. 본 연구 결과가 점포IT관리 서비스품질을 제고하기 위한 도움을 줄 것이라 기대된다.

Keywords

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