디지털융복합연구 (Journal of Digital Convergence)

  • 제18권1호
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  • Pages.103-109
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  • 2020
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  • 2713-6434(pISSN)
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  • 2713-6442(eISSN)
한국디지털정책학회 (The Society of Digital Policy and Management)
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공유경제서비스에 대한 소비자의 윤리적 자아정체성과 서비스효용이 서비스만족도와 추천의도에 미치는 영향

The Impact of Consumer's Ethical Self-Identity and Service Utility based on Sharing Economy Service on Service Satisfaction and Intention to Recommendation

  • Lee, Yun-Sun (Department of Business Administration, Sungkyul University)
  • 투고 : 2019.12.01
  • 심사 : 2020.01.20
  • 발행 : 2020.01.28
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초록

본 연구는 공유경제서비스의 일환으로 O2O서비스에 대해 긍정적인 측면만 있는 것이 아니라 기존기업 및 노동시장에 야기되는 최근 갈등 상황에서, 소비자의 O2O서비스 만족도와 추천의도에 소비자의 윤리적 자아정체성과 중개플랫폼의 신뢰성, 서비스효용이 미치는 영향에 대해 살펴보고자 한다. 즉 타인이나 사회의 책임으로부터 능동적이며 협력을 기반으로 하는 공유경제서비스의 기본이념과 연결되는 소비관점으로, 이전 연구들과는 다르게 소비자의 윤리적 자아정체성을 살펴보는데 본 연구의 의의가 있겠다. 이를 위해 최근 이슈화가 되고 있는 공유경제서비스의 한 예인 카셰어링 서비스를 중심으로 149명을 대상으로 자료를 수집하고 분석하고 연구문제를 검증하기 위해 회귀분석을 실행하였다. 분석결과, 소비자의 윤리적 자아정체성과, 중개플랫폼의 신뢰성, 서비스효용 모두 서비스만족도에 영향을 미치며, 추천의도에서는 중개플랫폼의 신뢰성과 쾌락적 효용만이 긍정적인 영향을 미치는 것으로 나타났다. 본 연구는 공유경제서비스에 대한 윤리적 소비와 중개플랫폼의 신뢰성과 같은 소비자의 윤리적, 사회적 관점을 중점으로 각 요인들의 영향력을 살펴보았다.

As part of the sharing economy service, the present study is not only about the positive aspects of O2O services, but also about the consumer ethical perceptions of recent conflicts with existing business and labor markets, trust of platform, and service utility on consumer satisfaction and intention to recommend O2O services. To test hypotheses, data were collected and analyzed for 149 samples, focusing on the car sharing service, an example of the sharing economy service, which is becoming an issue. As a result, the ethical self-identity of the consumer, the trust of the platform, and the service utility, all affected the service satisfaction, whereas only the hedonic utility and trust of the platform had a positive effect on the intention to recommendation. This study is meaningful in that it examines the influence of service utility focusing on ethical consciousness and social perspective of consumers, rather than on the point of consumption such as ethical consumption position and trust of platform based on sharing economy service.

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