Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
권호 표지
DOI QR코드

DOI QR Code

An Exploratory Study on Consumer Perspectives on Food Delivery Services

외식 배달 서비스에 대한 소비자 관점 탐색적 연구

  • JaeHoon, Choi (School of Business Administration, Kyungpook National University) ;
  • Pansoo, Kim (School of Business Administration, Kyungpook National University)
  • Received : 2022.11.24
  • Accepted : 2022.12.05
  • Published : 2022.12.31
Download PDF
⟨ Previous Next ⟩

Abstract

Various non-face-to-face services are being activated due to the influence of the Corona 19 virus around the world. However, unlike the rapid development of delivery services, social awareness of delivery services is causing many problems. Therefore, in this study, we analyze the quality attributes of delivery services from the consumer's point of view, and based on the results, we try to derive a direction for service improvement. In this study, quality factors were established through interviews and surveys with actual consumers, and quality attributes were classified through the Kano model and Timko's customer satisfaction coefficient. "Attractive" is ('Ease of ordering, Accurate delivery to the designated place'), "One Dimensional" is ('Variety of payment methods, Accurate delivery on time, Accurate delivery of ordered food, Degree of non-deformation of packaging conditions, etc., Convenience of use time'), "Must be" is ('Kindness of the delivery person'), "Reverse" is ('provision of services, service response to order discrepancies'). This study has academic significance in that it compensated for the disadvantage of not being able to interpret the mathematical meaning of the Kano model with Teamco's customer satisfaction coefficient. It also has practical implications in that it provides an indirect clue to future improvement directions.

Keywords

References

  1. Kano, N., Seraku, N., Takahashi, F., Attractive quality and must be quality, The Journal of the Japanese Society for Quality Control, 1984, Vol. 14, No. 2, pp. 39-48. 
  2. Ki, S.R., Kim, C.S., Jang, Y.J., and Ham, S., The influence of consumption values toward food delivery services on consumer attitudes, usage intention and willingness to pay, Journal of the Korea Society of Digital Industry and Information Management, 2019, Vol. 15, No. 4, pp. 159-171.ㄴ  https://doi.org/10.17662/KSDIM.2019.15.4.159
  3. Kim, O.H., COVID-19 Pandemic and the Food Industry: Navigating The Uncharted, Journal of Foodservice Management, 2020, Vol. 23, No. 4, pp. 343-365. 
  4. Ko, S.H., Research on the Consumer's Delivery Service Quality Perception and Satisfaction in Foodservice Industry Based on the Types of Food-related Life-style, International Journal of Contents, 2014, Vol. 14, No. 8, pp. 406-415. 
  5. Kwon, K.J., The Structural Relationships between Selection Attributes, Consumer Attitude, Trust and Repurchase Intention of Franchisee's Delivery Service, Journal of Franchising, 2021, Vol. 7, No. 3, pp. 67-86.  https://doi.org/10.22985/KASOF.2021.7.3.004
  6. Lim, S.U. and Park Y.T., Potential Customer Satisfaction Improvement Index based on Kano Model, Journal of the Korean society for Quality Management, 2010, Vol. 38, No. 2, pp. 248-260. 
  7. Lofgren, M., Whtell, L., and Gustafsson, A., Theory of attractive quality and life cycles of quality attributes, The TQM Journal, 2011, Vol. 23, No. 2, pp. 235-246.  https://doi.org/10.1108/17542731111110267
  8. Park, S.H. and Sun, I.S., Effect of Food Delivery Service Quality on Customer Satisfaction, Perceived Emotion, and Intention to Reuse, Korea Research Academy of Distribution and Management Review, 2018, Vol. 21, No. 4, pp. 5-13. 
  9. Park, J.H. and Lee, S.H., The Effects of Logistics Service Quality, Relationship Quality among Customer Loyalty in Courier Company, Korea Marketing Association, 2008, Vol. 23, No. 4, pp. 23-50. 
  10. Park, S.H. and Sun, I.S., The Effect of Food Delivery Service Quality on Customer Satisfaction, Perceived Emotion, and Intention to Reuse, Journal of Distribution and Management Research, 2018, Vol. 21, No. 4, pp. 5-13.  https://doi.org/10.17961/JDMR.21.4.201808.5
  11. Timko, M., An experiment in continuous analysis, Center for Quality of Management Journal, 1993, Vol. 2, No. 4, pp. 17-20. 
  12. Yang, J.Y. and Lee, H.J., The Effects of Logistics Service Quality, Relationship Quality among Customer Loyalty in Courier Company, Analysis of Factors affecting Customer Repurchase Decisions in Food Delivery Services, The Academy of Customer Satisfaction Management, 2020, Vol. 22, No. 4, pp. 65-82.  https://doi.org/10.34183/KCSMA.22.4.4
  13. Yu, D.G., The Perceived Service Quality of Delivery Food Application affecting Consumers' Consumption Value and Loyalty, Journal of Foodservice Management, 2021, Vol. 24, No. 6, pp. 83-106.