[논문]모바일 앱 서비스 특성이 사용자 만족과 지속적 사용의도에 영향을 미치는 요인

김병곤; 김기원; 서홍일

doi:10.21219/jitam.2019.26.3.099

모바일 앱 서비스 특성이 사용자 만족과 지속적 사용의도에 영향을 미치는 요인
Effects of Mobile App Service Characteristics on User Satisfaction and Continuance Usage Intention 원문보기

Journal 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)

Abstract ▼ AI-Helper

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. The results of this study are summarized as follows. First, reliability, innovation, familiarity, convenience, and self-efficacy among the characteristics of mobile app are analyzed as factors that have the greatest influence on user's perceived usefulness. Second, convenience, mobility, and visibility are some of the characteristics of mobile app service. Third, identity, security, and expectation agreement among mobile app service characteristics are analyzed as negative factors that do not affect users' perceived usefulness. Fourth, interactivity, familiarity, and self-efficacy among the characteristics of mobile app service were analyzed as positive factors that have the greatest effect on user's perceived ease of use. Fifth, reliability, mobility, visibility, and convenience among mobile app service characteristics are analyzed as factors that have some positive effects on perceived ease of use of app users. Sixth, identity, innovation, and security among the characteristics of mobile app service are negatively influenced by mobile app users' perceived ease of use. Seventh, the perceived usefulness of mobile app users is analyzed as a factor that has a very positive effect on user satisfaction. Eighth, the perceived ease of use of mobile app users is analyzed as a factor affecting perceived usefulness positively. Ninth, the perceived ease and expectation of mobile app users are positively influenced on user satisfaction. The tenth, the perceived usefulness of the mobile app users was analyzed as a factor having a very positive influence on the persistent intention to use. For the eleventh, the perceived ease of use of mobile app users was analyzed as a factor having a positive effect on the persistent intention to use. The twelfth, mobile app user satisfaction was analyzed as a factor having a very positive effect on the persistent intention to use.

주제어

표/그림 (7)

그림 Research Model
표 The Distribution of Sample
표 Validity and Reliability for Undependent Variables
표 Validity and Reliability for Dependent Variables
표 Confirmatory Factor Analysis Results
표 Discriminant Validity of Variables
표 Estimated Path Coefficients

질의응답

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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