Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
권호 표지
DOI QR코드

DOI QR Code

Analysis of usage decision factors based on the satisfaction of smart seniors using smartphone delivery applications

스마트 시니어의 스마트폰 배달 애플리케이션 만족도 기반 이용결정요인 분석

  • Choi, Bu-Heon (Dept. of Performance Media, Howon University) ;
  • Moon, Su-Ji (Dept. of Interdisciplinary Program in Studies of Arts, Sung Kyun Kwan University)
  • 최부헌 (호원대학교 공연미디어학부) ;
  • 문수지 (성균관대학교 예술학협동과정)
  • Received : 2020.12.02
  • Accepted : 2021.01.20
  • Published : 2021.01.28
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study was to analyze the factors that affect the satisfaction of smart seniors using smartphone delivery applications. We established the hypothesis by dividing the factors that will affect the satisfaction of smart seniors using smartphone delivery applications into the characteristics of the delivery app and the personal characteristics of the smart senior. In order to verify the hypothesis, we surveyed adult men and women aged 50 to 65 years old who had experience using delivery apps, and we performed confirmatory factor analysis, correlation analysis, and path analysis to perform statistical processing for data analysis. The analysis results are as follows. First, we found that usefulness among the characteristics of delivery app had a statistically significant positive effect on the delivery app satisfaction of smart seniors. Second, we found that social empathy among the personal characteristics of smart seniors had a statistically significant positive effect on the delivery app satisfaction of smart seniors. Third, we found that delivery app satisfaction had a statistically significant positive effect on reuse intention. Based on research result, we suggested that in order to improve the satisfaction and use of delivery app by smart seniors, it is necessary to develop delivery app that can be usefully used by smart seniors and focus on social empathy.

본 연구는 스마트 시니어의 배달 애플리케이션 만족도에 영향을 미치는 이용결정요인을 분석하고자 하였다. 이에 따라 본 연구는 스마트 시니어의 배달앱 만족도에 영향을 미칠 요인들을 배달앱 특성과 스마트 시니어의 개인적 특성으로 구분하여 가설을 설정하였다. 가설 검증을 위해 본 연구는 배달앱을 사용해 본 경험이 있는 50세 이상 65세 이하의 성인남녀를 대상으로 설문조사를 시행하였으며 자료분석을 위한 통계처리는 확인적 요인분석, 상관관계 분석, 경로분석을 수행하였다. 본 연구의 분석결과는 다음과 같다. 첫째, 배달앱 특성 중 유용성이 스마트 시니어의 배달앱 만족도에 통계적으로 유의한 정적 영향을 미치는 것으로 나타났으며 둘째, 스마트 시니어의 개인적 특성 중 사회적 공감성이 스마트 시니어의 배달앱 만족도에 통계적으로 유의한 정적 영향을 미치는 것으로 나타났다. 셋째, 배달앱 만족도는 재이용의도에 통계적으로 유의한 정적 영향을 미치는 것으로 나타났다. 이와 같은 연구결과를 통해 스마트 시니어의 배달앱 만족과 이용을 증진시키기 위해서는 스마트 시니어가 유용하게 사용할 수 있고 사회적 공감성에 초점을 둔 배달앱 개발이 필요하다는 것을 제시하였다.

Keywords

References

  1. J. Lee. (2020.04.26.). Food restaurant management. https://www.foodnews.news/mobile/article.html?no=92384
  2. Y. H. Ham. (2016.11.04.). Herald economy. http://news.heraldcorp.com/view.php?ud=20161104000619
  3. E. M. Choi. (2015). The effect of Satisfaction with Smartphone Applications on the Intention to Purchase and Repurchase of Dining Out Products: Focused on Social Commerce and Delivery Applications. Master's Thesis. Gyeonggi University, Gyeonggi. DOI : 10.11627/jkise.2017.40.2.001
  4. Korea Internet & Security Agency. (2015). The power of O2O to change delivery apps and delivery industry. Industrial Internet Issue Report. https://www.kisa.or.kr
  5. Y. A. Park & Y. H. Hyun. (2013). A Verification of Predictive Factors of Offline Behavior by Adopting of a Smartphone Application: A Focus on Applying a TAM-TRA Mixed Model Decision making research, 20(4), 115-133.
  6. K. J. Kim, G. I. Byun & J. M. Yang. (2011). A Study on the effect of Easiness to Use the Food Service Related Application of Smart Phone on Intentions of Use: Focused on the Mediation Effect of Familarity and Usefulness. Hotel Management Studies, 20(6), 61-81.
  7. S. I. Jung. (2017). A Study on the Determinants of HMD Technology Acceptance for VR Activation of Smart Seniors. Master's Thesis. Seokyeong University, Seoul.
  8. The Korea Chamber of Commerce & Industry, http://www.korcham.net
  9. Y. H. Kim. (2009.12.28.). Advertising Information Center. https://www.adic.or.kr/news/show.do?ukey=80173
  10. Naver Common Sense Dictionary. http://terms.naver.com
  11. M. J. No. (2010). Analysis of the relationship between mobile banking characteristics and satisfaction and re-use intention: considering gender. Management Research, 25(4), 305-344.
  12. K. H. Im. (2003). A Study on Customer Satisfaction in Mobile Advertising. Master's Thesis. Kongju National University, Chungnam.
  13. S. Y. Jeong. (2015). The Effect of Mobile Shopping User Experience on Satisfaction and Continuous Use Intention: Focusing on Smartphone Users. Master's Thesis. Hongik University, Seoul.
  14. S. Y. Ok. (2018). The effect of Selective Attributes of Delivery Order Application on Customer Satisfaction and Repurchase Intention: Focused on the People of delivery, Yogiyo, Delivery box. Master's Thesis. Kyungpook National University, Gyeongsangbuk-do.
  15. C. Wang. (2020). A Study on Customer Satisfaction and Continuous Use Intention of Delivery Application. Doctoral Dissertation. Shilla University, Busan.
  16. E. M. Rogers & A. Singhal. (2003). Empowerment and communication: Lessons learned from organizing for social change. Annals of the International Communication Association, 27(1), 67-85. DOI : 10.1080/23808985.2003.11679022
  17. M. Y. Lee. (2015). Measurement tools and related factors for understanding oral health information. Master's Thesis. Namseoul University, Chungnam.
  18. H. J. Sung. (2012). Effects of Restaurant Social Network Service Characteristics on User Satisfaction and Intention of Continuous Use: Focus on Moderating Effect of Self Efficacy. Tourism and Leisure Research, 24(8), 201-218.
  19. Y. M. Kwon. (2015). A Study on the Intention to Use Smartphone Mobile Banking. Industrial Economic Research, 28(1), 529-549.
  20. C. Lopez-Nicolas, F. J. Molina-Castillo & H. Bouwman. (2008). An assessment of advanced mobile services acceptance: Contributions from TAM and diffusion theory models. Information & management, 45(6), 359-364. DOI : 10.1016/j.im.2008.05.001
  21. N. Eisenberg & P. A. Miller. (1987). The relation of empathy to prosocial and related behaviors. Psychological Bulletin, 101(1), 91-119. DOI : 10.1037/0033-2909.101.1.91
  22. W. Ickes. (1993). Empathic accuracy. Journal of personality, 61(4), 587-610. DOI : 10.1111/j.1467-6494.1993.tb00783.x
  23. C. Park. (2012). The effect of Relationship Intimacy and Empathy Characteristics on Relationship Satisfaction and Emotional Experience. Master's Thesis. Sungkyunkwan University, Seoul.
  24. H. Choi. & Y. J. Choi. (2011). The impact of smartphone application quality factors on trust and the users' continuance intention according to gender. Korean Society of Industrial Information Systems, 16(4), 151-162. DOI : 10.9723/jksiis.2011.16.4.151
  25. Y. S. Jang, J. H. Lee, J. L. Lee & K. N. Kwon. (2012). The Influence of the Satisfaction of Professional Baseball Team Smart-Phone Application Users' Intention for Application Reuse and Game Attendance. The Korean Journal of Physical Education 51(6), 285-293.
  26. J. K. Shon & Y. A. Park. (2013). A Study on Effects of Service Quality and Usage Review of Smartphone 'Majib' Application on User Satisfaction and Reuse Intention. Korean Strategic Marketing Association, 21(3), 1-26. DOI : 10.1080/0965254X.2013.765668
  27. W. S. Yoo. (2012). The Effect of Perceived Properties of Majib Application on Use Intention : Focused on the Extended Technology Acceptance Model. Master's Thesis. Sejong University, Seoul.
  28. H. J. Jang. (2016). A Study on Consumers' Perceptions and Stickiness for Order Delivery Application(APP): Comparison between Korean and Chinese Consumers. Master's Thesis. Sejong University, Seoul.
  29. T. W. Kim. (2016). The Effect of O2O Delivery App Service and Information Quality on Delivery App Service Reuse Intention. Master's Thesis. Hanyang University, Seoul.
  30. M. H. Park & M. W. Kwon. (2017). Intention to use mobile delivery application services, depending on personali Innovativeness and self-efficacy. Journal of the Korea Contents Association, 17(5), 440-448. DOI : 10.5392/JKCA.2017.17.05.440
  31. H. S. Park. (2017). The effect of mobile app service characteristics on user satisfaction and continuous use intention. Doctoral Dissertation. Namseoul University, Chungcheongnam-do.
  32. T. M. Lee, S. A. La & S. Y. Song. (2009). A Study on the Quality Structure and Measurement Items of Mobile Internet Services. Marketing Research, 24(1), 145-179.
  33. M. Heo. (2013). A thought on the direction of improvement in mathematical terms. Journal of Mathematics Education, 27(4), 391-406.
  34. J. B. Lee & Y. G. Kim. (2014). A plan to form a consensus for the elderly exercise practice perceived by the silver sports leader. Journal of the Korean Society of Physical Education, 56(1), 771-784.
  35. B. S. Bae & N. K. Park. (2012). An empirical study on the service quality factors of port supply industry on relationship orientation. Fisheries and Ocean Education Research, 24(2), 166-179. DOI: 10.13000/JFMSE.2012.24.2.166
  36. W. M. Jeon.. (2013). A Study on the Influence of Service Quality of FM Companies on Customer Satisfaction and Relationship Orientation. Management Consulting Research. 13(3), 23-45.
  37. M. S. Shim. (2000). Study on the relationship between TV viewing satisfaction and viewing behavior. Broadcasting and communication. 105-131.
  38. P. R. Yeo. (2016). The effects of Information and Entertainment of Broadcasting Content on Audience Attitude : Focusing on Korean broadcasting contents entering the Chinese market. Master's Thesis. Kyunghee University, Seoul.
  39. J. E. Woo. (2008). The effects of Interactivity and Vibrance of Fashion Internet Shopping Mall on e-brand Loyalty. Master's Thesis. Ewha Womans University, Seoul.
  40. H. S. Lee & J. H. Lim. (2017). Structural Equation Modeling with AMOS 24. Seoul: JypHyunJae Publishing.