• Proceedings of the Korea Information Processing Society Conference
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• 2022.11a
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• pp.974-976
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• 2022

코로나19 확산 이후 온라인 주문 배달 음식 시장 규모가 커짐에 따라 다양한 음식 배달 모바일 플랫폼이 상용화되고 있다. 기존 배달 서비스의 기능 및 사용자 인터페이스(UI)를 분석한 결과, 비시각장애인의 관점에서만 편리성이 확보되고 있다는 것을 파악했다. 또한 시각장애인을 대상으로 한 인터뷰를 통해, 기존 배달 애플리케이션의 복잡한 UI로 인해 많은 시간이 소요된다는 문제점을 알 수 있었다. 이에 본 연구에서는 시각장애인 대상의 인터뷰와 관찰을 기반으로 사용자의 pain point를 극복할 수 있는 사용자 경험 중심의 배달 플랫폼을 개발하고자 한다. 서비스 이용 과정의 간소화, 시각 장애인을 위한 맞춤형 UI 제공, 접근성 강화를 통해 플랫폼 구성을 차별화한다. 이를 통해 시각장애인 사용자의 배달 플랫폼 이용을 수월하게 하고 장애인의 편리한 생활을 보장하기 위한 서비스들이 향후 많이 개발될 수 있도록 동기를 부여한다. 또한, 본 연구를 확장하여 '시각장애인의 키오스크 사용 관련 이슈 해결 방안'을 향후 연구 주제로 제안한다.

• Proceedings of the Korean Society of Computer Information Conference
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• 2022.01a
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• pp.285-286
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• 2022

본 연구는 주문을 하여 배달을 하기 까지 필요한 플랫폼들을 통합하여 더 나은 서비스를 지원하는 시스템이다. 주문이 가능한 주문 어플리케이션, 주문 관리 및 배달 대행 관리가 가능한 포스프로그램, 배달 대행 기사 사용하는 배달 대행 어플리케이션을 설계하였다. 주문 앱을 이용하는 소비자의 입장에서는 합리적인 가격을, 음식 업체 업주의 입장에서는 주문 어플리케이션 플랫폼 이용비 절감하는 효과를 제공한다.

• Journal of the Korea Convergence Society
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• v.9 no.9
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• pp.159-165
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• 2018

In this research, the researcher is seeking how to develop growing O2O food delivery platform service. The food delivery platform is newly creating the profit system which wasn't exist before by adding up IT and new technologies, and young generations who are used to mobile environment have became main consumers. For the methodology of research, internal and external delivery platform cases research is used to suggest the development idea. Food delivery platform market is showing an active development like business expansion by M&A of IT, distribution, manufacturing, circulation and it still has to attract the constant use of consumer through zero commission, discount events. Further research is required for various delivery platform channel and consumer's value of overall experience, above hereafter food delivery platform based on this research.

• 한국벤처창업학회:학술대회논문집
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• 2024.04a
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• pp.17-20
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• 2024

우리는 대표적인 디지털 플랫폼인 온라인 음식 주문 배달 산업을 대상으로 디지털 경제의 긴꼬리 효과를 계량화한다. 특히, 코로나19 시기를 거치면서 음식배달플랫폼 입점으로 인한 긴꼬리 효과의 변화 양상을 고찰한다. 배달의민족에 입점한 음식점 15,000곳을 무작위로 선별하고 이들 매장의 2019년부터 2021년까지 전체 주문 정보를 취합(aggregation)하여 선형로그변환 후 기울기를 추정하여 디지털 경제의 긴꼬리 효과를 실증 분석하였다. 2019년부터 2021년까지 관찰기간 동안 음식 배달 플랫폼 활용 음식점 주비모수 분포의 긴꼬리 효과는 강건하게 관찰되었다. 이는 코로나19 이후 음식배달 플랫폼을 통한 음식점의 디지털 전환이 틈새시장 확장에 일정 부분 기여하였음을 의미한다. 또한, 긴꼬리 효과는 객단가가 높을수록 매출액 상위 집단일수록 더 커지는 반면, 비황금 시간대 매출비중이 높은 경우 긴꼬리 효과가 통계적으로 유의하게 증가하지 않았다. 이 결과는 피자, 족발 등 단가가 높고 비교적 배달서비스가 활발한 카테고리에서 음식 주문 및 배달 산업의 디지털 전환 효과가 증가한다는 업계 실무자들의 관찰과 부합한다. 타 업종에서도 상대적으로 경쟁이 치열한 시장 구분에서 디지털 경제의 긴꼬리 효과가 보다 강건하게 관찰될 것이라고 여겨진다. 음식점 간 경쟁강도가 상대적으로 약한 비황금시간대 매출비중이 긴꼬리 효과에 통계학적으로 유의한 영향을 주지 않는다는 실증결과 또한 동일한 함의가 있다.

• Journal of Venture Innovation
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• v.7 no.2
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• pp.197-216
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• 2024

With the activation of non-face-to-face services, the use of delivery service platforms has been increasing. At this juncture, this study empirically analyzed the impact of customer experience on customer satisfaction and customer loyalty in the context of delivery service platforms. Specifically, the study segmented customer experience into four sub-factors: product experience, moments of truth, outcome focus, and peace of mind, and analyzed their individual impacts on customer satisfaction and customer loyalty. The independent variables, representing customer experience, were divided into the aforementioned four sub-factors. The mediating variable was customer satisfaction, and the dependent variables were repurchase intention and recommendation intention. A survey was conducted with customers who have used delivery service platforms, and 300 valid responses were utilized for the analysis. The empirical results are as follows: all four sub factors - product experience, moments of truth, outcome focus, and peace of mind - significantly and positively influenced satisfaction with the delivery service platform. Among these, peace of mind had the most substantial impact. Additionally, customer satisfaction was found to mediate the relationships between product experience, moments of truth, outcome focus, peace of mind, and both repurchase intention and recommendation intention. This study is academically significant as it segments and examines customer experience into four distinct factors. Practically, it highlights the importance of providing peace of mind to reassure customers as the most crucial factor in enhancing their satisfaction and loyalty.

• Information Systems Review
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• v.24 no.3
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• pp.43-68
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• 2022

With the growing demand for online food delivery (OFD) services via Online to Offline (O2O) platforms, it is required for academic researchers to identify the success factors of OFD businesses. In line with this, this research examines the impact of the core service attributes of a restaurant (hygiene, interactivity, trust,and popularity) on business success in the OFD platform context from the perspective of information asymmetry. Furthermore, the moderating effects of hygiene factor between the core service attributes and the success of restaurants are evaluated. We utilize 1,146 restaurants registered on the largest OFD platform in Korea. The results of this study demonstrate that hygiene (certification), trust (franchise), popularity (favorite) factors have positive impacts on the success of OFD businesses. Moreover, we find that franchise restaurants with high response rates to customer reviews and inquiries achieve higher sales when they have hygiene certifications than those without the certification do. The key findings bear significant contributions to prior literature by empirically substantiating the pivotal role of service quality signals in fostering restaurant success on the OFD platforms. In addition, this study provides business implications for restaurants in O2O platform.

• Journal of Service Research and Studies
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• v.13 no.2
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• pp.1-23
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• 2023

In this study, we try to discover some success factors, for the entire value chain of the O2O food delivery industry in China, from ordering to delivery. We study the influence of three aspects of the value chain, namely, (1) the mobile platform, (2) the restaurant and food and (3) the delivery service, on the perceived value and repurchase intention of customers. Using structural equation modeling, we develop a structural research model with seven sets of hypotheses relating various independent variable constructs (platform, restaurant, and delivery) and dependent constructs (perceived value and repurchase intention). We find that usefulness of mobile app, the food condition and the availability of offline restaurants were significant antecedents for perceived value and repurchase intention. In addition, fair pricing was a significant antecedent for repurchase intention.

• Journal of Nutrition and Health
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• v.53 no.6
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• pp.688-701
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• 2020

Purpose: This study was performed to evaluate the importance and satisfaction of the selective attributes of delivery food and to analyze the factors affecting customer satisfaction. Methods: A total of 574 responses were collected from customers who had ordered delivery food for data analysis. Statistical analyses were conducted using the SPSS program (ver. 25.0) for frequency analysis, χ2 tests, t-test, factor analysis, Pearson correlation, multiple regression analysis, and Importance-Performance Analysis (IPA). Results: The importance of delivery food selection attributes was higher in the order of 'hygiene control level (4.72)', 'taste of food (4.64)', and 'delivery accuracy (4.40)'. Satisfaction assessment was higher in the order of 'taste of food (4.32)', 'delivery accuracy (4.26)', and 'convenience of using the delivery app (4.21)'. According to the results of IPA, items that were priorities for improvement were charges for delivery, discount offers, sufficient description of the menu, and rapid handling of customer complaints. On an average, overall customer satisfaction score of delivery food was 4.01 out of 5 points. Additionally, five satisfaction factors were extracted by exploratory factor analysis. According to the results of multiple regression analysis, quality of delivery platform (p < 0.001), quality of delivery service (p < 0.001), convenience and diversity (p < 0.001), quality of delivery food (p < 0.001), and health and safety (p < 0.001) had significant positive effects on overall customer satisfaction. Conclusion: To increase customer satisfaction among delivery food customers, restaurant or delivery platform managers should consistently improve not only the quality of the delivery platform but also the quality of the delivery food and service.

• Journal of Korea Society of Industrial Information Systems
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• v.26 no.6
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• pp.35-46
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• 2021

This study investigates the behavior of users using delivery apps as non-face-to-face lifestyles accelerated due to the 4th industrial revolution era and Covid 19. Specifically, this study examines the effect of customers' perceived service quality on the conversion cost, customer satisfaction, and continuous use intention. Based on the results, the main purpose of this study is to provide useful information and implications for entrants (restaurants) who have signed up and operated and platforms that connect customers, restaurants, and delivery people.

• Proceedings of the Korean Society of Computer Information Conference
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• 2021.01a
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• pp.81-83
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• 2021

현재 국내 많은 도서관과 여러 대여점 시설이 코로나로 인하여 운영에 제한이 있거나 중지되었다. 이에 기존 시설 이용자는 도서 대여에 불편함을 겪고 있으며, 민간 도서 대여점과 도서 대여업 산업 전반의 매출이 감소한 것을 확인하였다. 본 논문에서는 시설 사용자의 불편함과 민간 업체의 매출을 개선하기 위해 대여 서적 배달 서비스인 O2O(Offline to online) 플랫폼을 클라우드 서버에 구축하고자 한다. 플랫폼은 하이브리드 애플리케이션으로 구현하여 스마트 폰에 익숙한 신세대와 컴퓨터의 친숙한 기성세대 모두 쉽게 이용할 수 있게 구현하였으며, 이를 통해 대여점 이용자는 편리하고 안전하게 집에서 대여하고 대여점은 이용자 증가와 더불어 또 다른 홍보 수단으로 이용하여 대여점의 매출 개선을 기대할 수 있다.