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NTIS 바로가기Journal of information technology applications & management = 한국데이타베이스학회지, v.26 no.3, 2019년, pp.99 - 120
김병곤 (Business School, Namseoul University) , 김기원 (Graduate School, Namseoul University) , 서홍일 (Graduate School, Namseoul University)
The purpose of this study is to provide information necessary for establishing a new strategy for customer service improvement by deriving factors affecting user satisfaction and continuous use intention of mobile app service user characteristics, system characteristics, and social characteristics. ...
핵심어 | 질문 | 논문에서 추출한 답변 |
---|---|---|
기대일치란? | 기대일치란 모바일 앱 서비스 사용에 대한 기대와 성과의 일치여부에 대한 사용자의 지각을 의미한다. Oliver[1980]는 소비자가 구매 후 만족과 지속적 사용의도를 설명하기 위해 기대일치모형을 제시하였다. | |
기업 경영에서 모바일 앱을 전략적으로 활용하는 상황에 있어 필요로 하는 것은? | 최근 모바일 기술의 급속한 발전에 따라 기업에서는 고객 서비스의 개선을 위하여 다양한 모바일 앱을 개발하여 기업 경영에 전략적으로 활용하고 있는 상황이다. 이에 따라 모바일 앱 서비스의 사용자 특성, 시스템 특성, 사회적 특성이 사용자 만족과 지속적 사용 의도에 영향을 미치는 요인을 도출하여, 고객 서비스 개선과 새로운 전략 수립을 지원할 수 있는 실증적 연구가 필요하게 되었다. | |
기술수용 영향 요인으로는 무엇이 있는가? | 이에 따라 본 연구는 이러한 선행 연구의 전체적 흐름을 검토하여 모바일 앱의 사용자 만족과 지속적 사용에 영향을 미칠 것으로 예상되는 요인들을 연구변수로 설정하고 연구를 수행하였다. 기술수용 영향 요인으로 모바일 앱 서비스의 사용자 특성, 모바일 앱의 시스템 특성, 모바일 앱 서비스 사용자의 사회적 특성, 그리고 사용자의 기대일치 등을 종합적으로 검토하여 본 연구를 수행하였다. |
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