• Journal of the Korea Society of Computer and Information
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• v.29 no.9
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• pp.255-268
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• 2024

The purpose of this study was to analyze the effect of service quality and privacy risk on customer satisfaction and continuous use intention for convenience store parcel delivery service, and verify the moderating effect of contactless tendency. This study employed PLS-path modeling to test the research hypotheses. The results of the study were as follows: 1) service quality factors of convenience store parcel delivery (i.e., service price, reliability, and convenience) had significant effects on customer satisfaction. However, responsiveness had no significant effect on customer satisfaction; 2) privacy risk had a significant effect on both customer satisfaction and continuous use intention; 3) customer satisfaction had a significant effect on continuous use intention; and 4) contactless tendency moderated the relationship between responsiveness and satisfaction. The findings of the study are expected to provide valuable insights for future research and the development of practical service strategies.