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한국경영공학회> 한국경영공학회지> 중국 배달 앱 서비스 품질 특성이 이용자의 지각된 가치에 미치는 영향 연구

KCI등재

중국 배달 앱 서비스 품질 특성이 이용자의 지각된 가치에 미치는 영향 연구

A Study on the Effect of Service Quality Characteristics of Delivery Application on User’s Perceived Value in China

왕금암 ( Jin-yan Wang ) , 이승배 ( Seung-bae Lee )
  • : 한국경영공학회
  • : 한국경영공학회지 26권3호
  • : 연속간행물
  • : 2021년 09월
  • : 121-139(19pages)
한국경영공학회지

DOI

10.35373/KMES.26.3.8


목차

1. 서론
2. 이론적 배경 및 선행연구 고찰
3. 연구모형과 가설
4. 실증 분석
5. 결론
참고문헌

키워드 보기


초록 보기

Purpose The purpose of this study is to examine the effect of service quality characteristics on the perceived value of users with consumers who have experience in using delivery apps in China, which is the largest market in the world.
Methods For research analysis, samples were secured through an online survey with Chinese consumers and statistical tests were performed using IBM SPSS 26. Hierarchical regression analysis was conducted to test the research hypothesis, and 3-step mediated regression analyses and moderating effect analyses were performed for mediating effect analysis.
Results Convenience, reliability, and stability among the service quality factors were found to have significant positive (+) effects on the perceived value, but informativity was found to have no significant effect on the perceived value. Social impacts had mediating effects between service quality and perceived value, but there was no moderating effect of personal innovativeness between service quality and perceived value.
Conclusion The service quality factor to which Chinese consumers give top priority when using delivery apps is stability. Therefore, online service quality should be managed so that consumers can use the service feeling easy by securing the stability of information security.

UCI(KEPA)

간행물정보

  • : 사회과학분야  > 경영학
  • : KCI등재
  • :
  • : 계간
  • : 2005-7776
  • : 2713-573X
  • : 학술지
  • : 연속간행물
  • : 2011-2021
  • : 444


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26권3호(2021년 09월) 수록논문
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저자 : 박경원 ( Park¸ Kyoungwon ) , 조성빈 ( Cho¸ Sungbin )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 1-21 (21 pages)

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Purpose This study analyzes influencing factors on smart phone user's perceived satisfaction, continuous use intention, and recommendation intention.
Methods The influencing factors include usefulness, convenience, appearance, enjoyment, innovation, security, and privacy, whereas response is measured through satisfaction, continuous use intention, and recommendation intention. Two methods are employed - decision tree using GINI index and random forest approach.
Results The analysis results revealed that most significant factors for user's satisfaction and continuous use intention are usefulness in daily life and that usefulness in daily life and fashion are influential to recommendation intention. According to the Random Forest Model, the importance of usefulness in daily life and efficient handling of tasks were crucial for satisfaction level, the importance of rapid access to information for continuous use intention, and a combination of fashion for recommendation intention.
Conclusion The findings of this study are consistent with existing literature in the sense that the usefulness is important. We additionally suggest that fast information accessibility and fashion should be recognized as important factors in smart watch industry.

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2직관 퍼지 와이블 분포에서 알파 컷 셋을 이용한 시스템 신뢰성 분석

저자 : 최성운 ( Choi¸ Sungwoon )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 23-46 (24 pages)

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Purpose This study is to analyze system reliability using fuzzy Weibull lifetime distribution in which scale parameters are assumed to be Intuitionistic Fuzzy Set (IFS) with α-cut set due to uncertainties and inaccuracy of data.
Methods The IFS is utilized to present the information of membership function and non-membership function with the three intervals that include belief, disbelief and unbelief functions. The paper discusses the intuitionistic fuzzy Weibull system reliability models to assess the membership function and non-membership function by considering the different types of component intuitionistic fuzzy scale parameter. Due to the existence of different types of uncertainties, the three types of component TIFS (Triangular IFS) and TrIFS (Trapezoidal IFS) with α-cut set were presented for computing intuitionistic fuzzy system reliability in both series structure and parallel structure.
Results The validity of proposed model is demonstrated by analyzing intuitionistic fuzzy Weibull system reliabilities with α-cut set using different types of intuitionistic fuzzy scale parameter. A numerical example is indicated to discuss the usefulness and practicality of the proposed model.
Conclusions When conducting a group decision making for evaluating the intuitionistic fuzzy Weibull system reliability, α-cut set models proposed in this paper can be used to reflect various experts' judgments on agreement, disagreement and undecidedness when evaluating system reliability.

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3ISO 경영시스템의 심사보고서 분석을 통한 지속가능경영 개선 포인트에 관한 연구

저자 : 김종헌 ( Kim Jong-hun ) , 구일섭 ( Koo Il-seob )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 47-60 (14 pages)

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Purpose The purpose of this study is to analyze the PDCA cycle aspect through empirical analysis of the ISO certification audit report that evaluates the organization's process and overall system management based on ISO 9001, ISO 14001, and ISO 45001, and to find improvement points for the company's sustainability management.
Method An empirical analysis was conducted focusing on the 'observation' presented in 424 audit reports prepared during the ISO management system certification audit and follow-up management audit conducted by Certification Body A from 2018 to 2020.
Results The requirements for improvement in each ISO management system include resources(7.1), production and service provision(8.5) in ISO 9001, actions to address risks and opportunities(6.1) and emergency preparedness and response(8.2) in ISO 14001, ISO 45001 identified competence(7.2), operation planning and control(8.1), and emergency preparedness and response(8.2).
Conclusion It is very meaningful to explore the points and directions for building a foundation for sustainable management and improving it based on the audit findings presented in the existing ISO management system audit report. Based on this point, it is judged that it will be possible to clearly recognize the core goals pursued by each ISO management system and to develop efficient management activities that can increase the value of the management system.

KCI등재

4장애가 있는 바리스타를 위한 작업 동선을 최소화하는 작업 공간 배치에 관한 연구: 유전 알고리즘의 응용

저자 : 김우성 ( Kim¸ Woo-sung ) , 박경수 ( Park¸ Kyungsu )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 61-70 (10 pages)

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Purpose The goal is to find an optimal workspace design for the convenience of workers and improvement of the work environment in coffee shops where mentally disabled people perform their duties as baristas.
Methods A genetic algorithm is applied to find the optimal arrangement, and chromosome representation, chromosome variation, and crossover operations are presented.
Results By applying the algorithm using the actual data, it was found that the optimal layout reduces the total movement of a worker by 50% compared to the existing one.
Conclusion The results illustrate that the method can help to reduce the fatigue of the worker since total movement of a worker can be reduced.

KCI등재

5시니어 창업 특성이 창업의도와 행동에 미치는 영향

저자 : 김성수 ( Kim¸ Seang Soo ) , 신정철 ( Shin¸ Jung Chul ) , 엄기수 ( Eum¸ Kee Soo )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 71-86 (16 pages)

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Purpose The purpose of this study is to identify the influence of characteristic factors affecting senior's entrepreneurial intention and entrepreneurial intention, and to propose measures to promote senior start-up.
Methods As a research method, a survey was conducted on senior start-up school students, which was analyzed with a PLS-based structural model (Partial Least Square SEM) using SmartPLS3.0. The results of the study are as follows.
Results First, initiative, innovation, and start-up satisfaction were found to have a significant impact on entrepreneurial intention and entrepreneurial behavior, so the hypothesis was adopted. Second, the effects on entrepreneurial intention of risk-taking and social awareness were rejected and excluded from the model. Third, the hypothesis that entrepreneurial intention acts as a medium between initiative, innovation, satisfaction on start-up and entrepreneurial behavior was adopted.
Conclusion It has been found that satisfaction on start-up, innovation, and initiative affect senior's entrepreneurial intention and entrepreneurial behavior. And It was suggested as a way to entrepreneurial behavior activation plan considering the characteristics of seniors.

KCI등재

6Kano 모델 및 Timko의 계수를 활용한 자재 관리 품질 특성 연구

저자 : 정준일 ( Jung¸ Jun Il ) , 이주용 ( Lee¸ Ju Yong ) , 한준희 ( Han¸ Jun Hee )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 87-97 (11 pages)

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(기관인증 필요)

초록보기

Purpose In cases of inventory management at small and medium-sized manufacturing companies, it is difficult to distinguish priorities of on-site inventory management, and the activities to identify and improve inventory management problems are not clear. To solve these problems, we suggest the methodology to present the quality characteristics that need improvement first.
Methods We propose the quality characteristics that need improvement by applying the methodology. We define the quality attributes of inventory management and classify the quality characteristics through a survey applying Kano model. Using the results of the survey, Timko's customer satisfaction coefficient is calculated to improve the quality of inventory management.
Results The proposed model is validated through a case study of a shipbuilding equipment manufacturing company. The model identified and classified 11 attributes of the quality of inventory management. The reliability of these attributes are verified by the Cronbach's alpha (α).
Conclusion The proposed model contributes to identify key attributes that affect the manufacturer's inventory management. The model can also provide priorities of the attributes that need to be improved first. Therefore, this research can help to clearly identify and progress the improvement activities that are really needed in practical manufacturing companies.

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저자 : 홍소정 ( Hong¸ Sojung ) , 심명정 ( Shim¸ Myungjung ) , 이윤수 ( Lee¸ Yunsoo )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 99-119 (21 pages)

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(기관인증 필요)

초록보기

Purpose This study aimed to investigate the mediating effect of communication and the moderated mediating effect of the role of human resource (HR) in the relationship between external-oriented organizational culture and burnout.
Methods We analyzed the responses of 10,005 employees from the 2017 human capital corporate panel (HCCP) dataset with SPSS PROCESS macro.
Results (1)The moderating effect of the role of HR was significant. (2)Communication partially mediated the relationship between innovative-oriented culture and burnout and fully meditated the relationship of task-oriented culture and burnout. (3)The moderated mediating effect of the role of HR was significant.
Conclusion Based on the findings, the present study discussed implications on the relationship between organizational culture and burnout according to the role of HR effect.

KCI등재

8중국 배달 앱 서비스 품질 특성이 이용자의 지각된 가치에 미치는 영향 연구

저자 : 왕금암 ( Jin-yan Wang ) , 이승배 ( Seung-bae Lee )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 121-139 (19 pages)

다운로드

(기관인증 필요)

초록보기

Purpose The purpose of this study is to examine the effect of service quality characteristics on the perceived value of users with consumers who have experience in using delivery apps in China, which is the largest market in the world.
Methods For research analysis, samples were secured through an online survey with Chinese consumers and statistical tests were performed using IBM SPSS 26. Hierarchical regression analysis was conducted to test the research hypothesis, and 3-step mediated regression analyses and moderating effect analyses were performed for mediating effect analysis.
Results Convenience, reliability, and stability among the service quality factors were found to have significant positive (+) effects on the perceived value, but informativity was found to have no significant effect on the perceived value. Social impacts had mediating effects between service quality and perceived value, but there was no moderating effect of personal innovativeness between service quality and perceived value.
Conclusion The service quality factor to which Chinese consumers give top priority when using delivery apps is stability. Therefore, online service quality should be managed so that consumers can use the service feeling easy by securing the stability of information security.

1
권호별 보기
같은 권호 다른 논문
| | | | 다운로드

KCI등재

1의사결정나무 Random Forest를 이용한 스마트워치 이용자의 만족도와 추천의도에 대한 영향요인 분석

저자 : 박경원 ( Park¸ Kyoungwon ) , 조성빈 ( Cho¸ Sungbin )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 1-21 (21 pages)

다운로드

(기관인증 필요)

초록보기

Purpose This study analyzes influencing factors on smart phone user's perceived satisfaction, continuous use intention, and recommendation intention.
Methods The influencing factors include usefulness, convenience, appearance, enjoyment, innovation, security, and privacy, whereas response is measured through satisfaction, continuous use intention, and recommendation intention. Two methods are employed - decision tree using GINI index and random forest approach.
Results The analysis results revealed that most significant factors for user's satisfaction and continuous use intention are usefulness in daily life and that usefulness in daily life and fashion are influential to recommendation intention. According to the Random Forest Model, the importance of usefulness in daily life and efficient handling of tasks were crucial for satisfaction level, the importance of rapid access to information for continuous use intention, and a combination of fashion for recommendation intention.
Conclusion The findings of this study are consistent with existing literature in the sense that the usefulness is important. We additionally suggest that fast information accessibility and fashion should be recognized as important factors in smart watch industry.

KCI등재

2직관 퍼지 와이블 분포에서 알파 컷 셋을 이용한 시스템 신뢰성 분석

저자 : 최성운 ( Choi¸ Sungwoon )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 23-46 (24 pages)

다운로드

(기관인증 필요)

초록보기

Purpose This study is to analyze system reliability using fuzzy Weibull lifetime distribution in which scale parameters are assumed to be Intuitionistic Fuzzy Set (IFS) with α-cut set due to uncertainties and inaccuracy of data.
Methods The IFS is utilized to present the information of membership function and non-membership function with the three intervals that include belief, disbelief and unbelief functions. The paper discusses the intuitionistic fuzzy Weibull system reliability models to assess the membership function and non-membership function by considering the different types of component intuitionistic fuzzy scale parameter. Due to the existence of different types of uncertainties, the three types of component TIFS (Triangular IFS) and TrIFS (Trapezoidal IFS) with α-cut set were presented for computing intuitionistic fuzzy system reliability in both series structure and parallel structure.
Results The validity of proposed model is demonstrated by analyzing intuitionistic fuzzy Weibull system reliabilities with α-cut set using different types of intuitionistic fuzzy scale parameter. A numerical example is indicated to discuss the usefulness and practicality of the proposed model.
Conclusions When conducting a group decision making for evaluating the intuitionistic fuzzy Weibull system reliability, α-cut set models proposed in this paper can be used to reflect various experts' judgments on agreement, disagreement and undecidedness when evaluating system reliability.

KCI등재

3ISO 경영시스템의 심사보고서 분석을 통한 지속가능경영 개선 포인트에 관한 연구

저자 : 김종헌 ( Kim Jong-hun ) , 구일섭 ( Koo Il-seob )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 47-60 (14 pages)

다운로드

(기관인증 필요)

초록보기

Purpose The purpose of this study is to analyze the PDCA cycle aspect through empirical analysis of the ISO certification audit report that evaluates the organization's process and overall system management based on ISO 9001, ISO 14001, and ISO 45001, and to find improvement points for the company's sustainability management.
Method An empirical analysis was conducted focusing on the 'observation' presented in 424 audit reports prepared during the ISO management system certification audit and follow-up management audit conducted by Certification Body A from 2018 to 2020.
Results The requirements for improvement in each ISO management system include resources(7.1), production and service provision(8.5) in ISO 9001, actions to address risks and opportunities(6.1) and emergency preparedness and response(8.2) in ISO 14001, ISO 45001 identified competence(7.2), operation planning and control(8.1), and emergency preparedness and response(8.2).
Conclusion It is very meaningful to explore the points and directions for building a foundation for sustainable management and improving it based on the audit findings presented in the existing ISO management system audit report. Based on this point, it is judged that it will be possible to clearly recognize the core goals pursued by each ISO management system and to develop efficient management activities that can increase the value of the management system.

KCI등재

4장애가 있는 바리스타를 위한 작업 동선을 최소화하는 작업 공간 배치에 관한 연구: 유전 알고리즘의 응용

저자 : 김우성 ( Kim¸ Woo-sung ) , 박경수 ( Park¸ Kyungsu )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 61-70 (10 pages)

다운로드

(기관인증 필요)

초록보기

Purpose The goal is to find an optimal workspace design for the convenience of workers and improvement of the work environment in coffee shops where mentally disabled people perform their duties as baristas.
Methods A genetic algorithm is applied to find the optimal arrangement, and chromosome representation, chromosome variation, and crossover operations are presented.
Results By applying the algorithm using the actual data, it was found that the optimal layout reduces the total movement of a worker by 50% compared to the existing one.
Conclusion The results illustrate that the method can help to reduce the fatigue of the worker since total movement of a worker can be reduced.

KCI등재

5시니어 창업 특성이 창업의도와 행동에 미치는 영향

저자 : 김성수 ( Kim¸ Seang Soo ) , 신정철 ( Shin¸ Jung Chul ) , 엄기수 ( Eum¸ Kee Soo )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 71-86 (16 pages)

다운로드

(기관인증 필요)

초록보기

Purpose The purpose of this study is to identify the influence of characteristic factors affecting senior's entrepreneurial intention and entrepreneurial intention, and to propose measures to promote senior start-up.
Methods As a research method, a survey was conducted on senior start-up school students, which was analyzed with a PLS-based structural model (Partial Least Square SEM) using SmartPLS3.0. The results of the study are as follows.
Results First, initiative, innovation, and start-up satisfaction were found to have a significant impact on entrepreneurial intention and entrepreneurial behavior, so the hypothesis was adopted. Second, the effects on entrepreneurial intention of risk-taking and social awareness were rejected and excluded from the model. Third, the hypothesis that entrepreneurial intention acts as a medium between initiative, innovation, satisfaction on start-up and entrepreneurial behavior was adopted.
Conclusion It has been found that satisfaction on start-up, innovation, and initiative affect senior's entrepreneurial intention and entrepreneurial behavior. And It was suggested as a way to entrepreneurial behavior activation plan considering the characteristics of seniors.

KCI등재

6Kano 모델 및 Timko의 계수를 활용한 자재 관리 품질 특성 연구

저자 : 정준일 ( Jung¸ Jun Il ) , 이주용 ( Lee¸ Ju Yong ) , 한준희 ( Han¸ Jun Hee )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 87-97 (11 pages)

다운로드

(기관인증 필요)

초록보기

Purpose In cases of inventory management at small and medium-sized manufacturing companies, it is difficult to distinguish priorities of on-site inventory management, and the activities to identify and improve inventory management problems are not clear. To solve these problems, we suggest the methodology to present the quality characteristics that need improvement first.
Methods We propose the quality characteristics that need improvement by applying the methodology. We define the quality attributes of inventory management and classify the quality characteristics through a survey applying Kano model. Using the results of the survey, Timko's customer satisfaction coefficient is calculated to improve the quality of inventory management.
Results The proposed model is validated through a case study of a shipbuilding equipment manufacturing company. The model identified and classified 11 attributes of the quality of inventory management. The reliability of these attributes are verified by the Cronbach's alpha (α).
Conclusion The proposed model contributes to identify key attributes that affect the manufacturer's inventory management. The model can also provide priorities of the attributes that need to be improved first. Therefore, this research can help to clearly identify and progress the improvement activities that are really needed in practical manufacturing companies.

KCI등재

7외부지향 기업문화와 직무소진 간의 관계: 조직 내 커뮤니케이션의 매개효과와 HR부서의 전략적 역할의 조절된 매개효과

저자 : 홍소정 ( Hong¸ Sojung ) , 심명정 ( Shim¸ Myungjung ) , 이윤수 ( Lee¸ Yunsoo )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 99-119 (21 pages)

다운로드

(기관인증 필요)

초록보기

Purpose This study aimed to investigate the mediating effect of communication and the moderated mediating effect of the role of human resource (HR) in the relationship between external-oriented organizational culture and burnout.
Methods We analyzed the responses of 10,005 employees from the 2017 human capital corporate panel (HCCP) dataset with SPSS PROCESS macro.
Results (1)The moderating effect of the role of HR was significant. (2)Communication partially mediated the relationship between innovative-oriented culture and burnout and fully meditated the relationship of task-oriented culture and burnout. (3)The moderated mediating effect of the role of HR was significant.
Conclusion Based on the findings, the present study discussed implications on the relationship between organizational culture and burnout according to the role of HR effect.

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8중국 배달 앱 서비스 품질 특성이 이용자의 지각된 가치에 미치는 영향 연구

저자 : 왕금암 ( Jin-yan Wang ) , 이승배 ( Seung-bae Lee )

발행기관 : 한국경영공학회 간행물 : 한국경영공학회지 26권 3호 발행 연도 : 2021 페이지 : pp. 121-139 (19 pages)

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Purpose The purpose of this study is to examine the effect of service quality characteristics on the perceived value of users with consumers who have experience in using delivery apps in China, which is the largest market in the world.
Methods For research analysis, samples were secured through an online survey with Chinese consumers and statistical tests were performed using IBM SPSS 26. Hierarchical regression analysis was conducted to test the research hypothesis, and 3-step mediated regression analyses and moderating effect analyses were performed for mediating effect analysis.
Results Convenience, reliability, and stability among the service quality factors were found to have significant positive (+) effects on the perceived value, but informativity was found to have no significant effect on the perceived value. Social impacts had mediating effects between service quality and perceived value, but there was no moderating effect of personal innovativeness between service quality and perceived value.
Conclusion The service quality factor to which Chinese consumers give top priority when using delivery apps is stability. Therefore, online service quality should be managed so that consumers can use the service feeling easy by securing the stability of information security.

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