디지털융복합연구 (Journal of Digital Convergence)

  • 제14권8호
  • /
  • Pages.115-125
  • /
  • 2016
  • /
  • 2713-6434(pISSN)
  • /
  • 2713-6442(eISSN)
한국디지털정책학회 (The Society of Digital Policy and Management)
권호 표지
DOI QR코드

DOI QR Code

점포IT관리 서비스품질이 지속사용의도에 미치는 영향에 관한 실증 연구

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

  • 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)
  • 투고 : 2016.04.18
  • 심사 : 2016.08.20
  • 발행 : 2016.08.28
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

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.

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.

키워드

참고문헌

  1. Han C. Y., Jang H. W., "An Empirical Study on the Use of POS System for Inventory Efficiency," Journal of the Korea Industrial Information Systems Research, Vol. 10, pp. 81-88, 2005.
  2. Kim Y. H., "A Study on Strategic Use of POS System," Korean Journal of Food Marketing Economics, 1999.
  3. Parasuraman, A., Zeithaml, V. & Berry, L., "Servqual: A Multiple-Item Scale for Measuring Consumer Perception of Service Quality",Journal of Retailing, Vol. 64, pp. 12-40, 1988.
  4. Oliver, R. L., “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,” Journal of Marketing Research, Vol. 17, No. 4, pp. 460-469, 1980. https://doi.org/10.2307/3150499
  5. Tolman, E. C., "Purposive Behavior in Animals and Men," Appleton-Century, 1932.
  6. Bhattacherjee, A., “An Empirical Analysis of the Antecedents of Electronic Commerce Service Continuance,” Decision Supp. ort Systems, Vol. 32, No. 2, pp. 201-214, 2001. https://doi.org/10.1016/S0167-9236(01)00111-7
  7. Bhattacherjee, A., "Understanding Information Systems Continuance: An Expectation-Confirmation Model," MIS Quarterly, pp. 351-370, 2001.
  8. Parasuraman, A., Zeithaml, V. A, BerryL. L., "A Conceptual Model of Service : Quality and Its Implications for Future Research," Journal of Marketing, Vol. 49, pp. 41-50, 1985.
  9. Na Y. B., Lee, S. H., Myeong, Y. J. and Jo, S. R., “Effects on the System, Contents, and Service Quality of e-book User Purchase,” Journal of Digital Convergence, Vol. 14, No. 1, pp. 141-150, 2016.
  10. Oliver, R. L., Rust, R. T. and Varki, S., “Customer Delight: Foundations, findings, and managerial insight,” Journal of Retailing, Vol. 73, No. 3, pp. 311-336, 1997. https://doi.org/10.1016/S0022-4359(97)90021-X
  11. Cho, J. H., Ha G. R., “An Empirical Study on the Effects of M-Safer Service Quality on Customer Satisfaction, Trust and Customer Retention,” Entrue Journal of Information Technology, Vol. 15, No. 2, pp. 113-130, 2015.
  12. Hong, S. J., Thong, J. Y. L. and Tam, K. Y., “Understanding continued information technology usage behavior: A comparison of three models in the context of mobile internet,” Decision Supp. ort Systems, Vol. 42, No. 3, pp. 1819-1834, 2006. https://doi.org/10.1016/j.dss.2006.03.009
  13. Keiningham, T. L., Perkins-Munn, T. and Evans, H., “The Impact of Customer Satisfaction on Share of Wallet in a Business to Business Environment,” Journal of Service Research, Vol. 6, No. 1, pp. 37-50, 2003. https://doi.org/10.1177/1094670503254275
  14. Dorsch, M. J. Grove, S. J. and Darden, W. R., "Consumer Intentions to Use a Service Category', Journal of Services Marketing, Vol. 14, No. 2, pp. 92-117, 2000. https://doi.org/10.1108/08876040010309220
  15. Bitner, M. J., “Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses,” Journal of Marketing, Vol. 54, No. 2, pp. 69-82, 1990. https://doi.org/10.2307/1251871
  16. Engel, J. F., Blackwell, R. D. and Miniard, P. W., "Consumer Behavior," Dryden Press, 1990.
  17. Park, H. J., Park, B. G. and Kim, Y. H., "A Study on the Relationship among Social Support, Self Expression, Tourism Experience and Tourism SNS Use Intention," Journal of Digital Convergence, Vol. 13, No. 12, pp. 105-115, 2015. https://doi.org/10.14400/JDC.2015.13.12.105
  18. Hwang D. R., Lee S. H., “A Study on the Influence of Convergence Apartment Brand Image on Brand Loyalty : The Consumer-Brand Relationship Quality on the Mediating Effect,” Journal of Digital Convergence, Vol. 13, No. 12, pp. 235-243, 2015.
  19. Pyo, C. K., Han, K. S. and Ryu, G. S., “ An Empirical Study on the Factors Influencing User Satisfaction of Military Smart-Education,” Journal of Digital Convergence, Vol. 14, No. 2, pp. 41-48, 2016. https://doi.org/10.14400/JDC.2016.14.2.41
  20. Kwak. D. S., Yim., K. H., and Kwon., J. H., “Study on the Influence of Enterprise Features of SNS Service on Relationship Commitment and On-line Word-of-Mouth,” The Journal of Digital Policy & Management, Vol. 11, No. 5, pp. 225-235, 2013.
  21. Lee, J. J. and Han, K. S., “A Study on Factors Affecting the Usage of the Digital Copyright Exchange in Knowledge Service Convergence Era,” The Journal of Digital Policy & Management, Vol. 10, No. 6, pp. 153-158, 2012.
  22. Kim, K. S., Han, K. S. and Huh, H. W., “A Study on the Benefits of PLM system baed on Data Integration and Process Management,” The Journal of Digital Policy & Management, Vol. 10, No. 6, pp. 133-140, 2012.
  23. Muthen, B., & Kaplan D., "A comparison of some methodologies for the factor analysis of non-normal Likert variables," British Journal of Mathematical and Statistical Psychology, 38, 1985.
  24. Carmines, E. G., & McIver, J. P., "Analyzing Models with Unobserved Variables: Analysis of Covariance Structures," In George W. Bohrnstedt and Edgar F. Borgatta, eds. Social Measurement: Current Issues. Beverly Hills, Sage Publications, 1981.
  25. Browne, M. W., & Michael W., & Cudeck, R., "Alternative ways of assessing model fit Sociological Methods & Research, 1992.
  26. Hair, J. F. Jr., Black, W. C., Babin, B. J., & Anderson, R. E., "Multivariate Data Analysis," 7th edition, pearson Hall, 2010.
  27. Joreskog, K. G., & Sorbom, D., "LISREL VI: Analysis of linear structural relationships by the method of maximum likelihood. Chi-cago: National Educational Resources," 1984.
  28. Mulaik, S.A., James, L.R., Van Alstine, J., Bennet, N., Lind, S., and Stilwell, C.D., "Evaluation of Goodness-of-Fit Indices for Structural Equation Models," Psychological Bulletin, Vol. 105 No. 3, pp. 430-445, 1989. https://doi.org/10.1037/0033-2909.105.3.430
  29. Bentler, P.M., & Bonett, D.G., "Significance tests and goodness of fit in the analysis of covariance structures," Psychological Bulletin, Vol. 88, pp. 588-606., 1980. https://doi.org/10.1037/0033-2909.88.3.588
  30. Bentler, P.M., "Comparative Fit Indexes in Structural Models," Psychological Bulletin, Vol. 107 No. 2, pp. 238-46, 1990. https://doi.org/10.1037/0033-2909.107.2.238
  31. James, Lawrence R., Stanley A. Mulaik, and Jeanne M. Brett, "Causal Analysis: Assumptions, Models, and Data, Beverly Hills, CA: Sage," 1982.
  32. Park, H. H., Nho H. O., Kim Y. H., “The Impact of Perceived IT Threat on Convergence Information System Performance,” Journal of the Korea Convergence Society, Vol. 6, No. 3, pp. 65-71, 2015. https://doi.org/10.15207/JKCS.2015.6.3.065
  33. Tag D. I., “A Study on The Influence of Convergence Benefit of Facebook Fan Page in Brand Attachment and Brand Commitment,” Journal of the Korea Convergence Society, Vol. 6, No. 5, pp. 199-206, 2015. https://doi.org/10.15207/JKCS.2015.6.5.199