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한국산학기술학회논문지 = Journal of the Korea Academia-Industrial cooperation Society v.13 no.4, 2012년, pp.1609 - 1618   피인용횟수: 4
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앱(app) 쇼핑몰의 서비스품질과 구매의도에 관한 연구
e-Service Quality and Behavioral Intention in the App Shopping Mall

전주형    (청운대학교 관광레저경영학과   ); 임연우    (청운대학교 관광레저경영학과  );
  • 초록

    최근 스마트폰 이용은 전자상거래 시장에 새로운 변화를 가져오고 있다. 이 연구에서는 스마트 폰을 이용한 앱 쇼핑몰 이용자의 e-서비스품질과 관련 개념의 관계를 밝히려는 목적에서 연구되었다. 연구결과 앱 쇼핑몰의 e-서비스품질 차원은 사용편의성, 디자인, 고객서비스, 연결성, 보안성 등으로 확인되었다. 그리고 e-서비스품질과 고객만족, 구매의도간 영향관계도 밀접하다. 앞으로 앱 쇼핑몰 경영자는 스마트폰 이용자가 보다 쉽게 접근할 수 있는 쇼핑몰 개발과 서비스개발에 중점을 두어야 한다. 특히 e-서비스품질 항목의 관리를 통하여 고객만족을 가져오고 이를 바탕으로 재구매 고객을 늘리려는 노력에 관심을 기울여야 한다.


    We can easily acknowledge the facts that the e-market is increasingly and quickly changed by the smart phone user's. This research focuses the e-service quality and relationship between the e-service quality, customer satisfaction and behavioral intention in the AppShopping Mall. Based on the documentary research, the empirical study was followed by the questionnaire. The 313 usable questionnaires were collected by a self-administered survey. The results reveal that the e-service quality determinants are factors including customer service, app design, security, connectivity and user's convenience, and that the e-service quality is directly or indirectly related to customer satisfaction and behavioral intention. The AppShopping mall managers have to try on their best to find out the customer's needs, manage the lists of the e-service quality and develop the app.


  • 주제어

    AppShopping Mall .   e-Service Quality .   Smart Phone.  

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  • 이 논문을 인용한 문헌 (4)

    1. Lee, Ki-Young ; Kim, Sung-Bae ; Kwak, Yun-Seol ; Kim, Hee-Jin 2013. "Design and Implementation of AR-based Notification View System at Subway Arrival Stations" 한국인터넷방송통신학회 논문지 = The journal of the Institute of Internet Broadcasting and Communication, 13(4): 135~140     
    2. Kim, Chong Su 2014. "Development of e-Service Quality Models for Mobile SNS Platform Analysis" 산업경영시스템학회지 = Journal of society of Korea industrial and systems engineering, 37(4): 90~97     
    3. Han, Ji-Soo 2016. "A Study on Effects of the Service Quality and the Usage Review Characteristics of Smartphone Majib App on Satisfaction and Reuse Intention of Majib App" Culinary science & hospitality research = 한국조리학회지, 22(2): 234~251     
    4. Lee, Shin-Woo ; Jeon, Hyeon-Mo 2016. "Influence of Big Data Based Majib Apps' Service Quality on Use Satisfaction and Reuse Intention of Majib Apps - Moderating Effect of Review Informativity -" Culinary science & hospitality research = 한국조리학회지, 22(5): 64~81     

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