Earticle

초록

영어

July 28, 2020 for residents of Seoul, Gyeonggi, and metropolitan areas who have experience using delivery apps in order to understand which optional attributes of the delivery app reflect customer needs and which optional attributes should be improved first. From August 10th to August 10th, 3 indifferent qualities and 18 unified qualities were derived using the Kano model through a total of 238 samples. In Timko's Customer Satisfaction Coefficient, the items with higher Better Coefficient are the food taste and quality, the correct arrival time, detailed photos of the menu composition, the hygiene of the packaging, and the packaging hygiene with a high Worse coefficient in the order of luxurious packaging type. The taste and quality of food, resolution of inconveniences such as cancellation and refund, clear delivery fee notification, and thorough personal information security were followed. The simplicity of the membership registration process classified as attractive quality factor in the Timko customer satisfaction coefficient, thorough personal information security, accurate delivery of information such as menu, price, and business hours, reliable and honest reviews, accurate expected arrival time, food taste and quality, The hygiene of packaging, detailed photos of the menu composition, payment and accumulation of mileage, coupon, discount, and points, diversity of payment methods, and the simple payment system are attributes that can differentiate when increasing customer satisfaction and need to be used as a marketing strategy.

목차

ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 배달앱 선택속성
2. Kano모델
3. Timko의 고객만족계수
Ⅲ. 연구설계
1. 연구 분석방법
2. 설문지구성 및 자료수집
Ⅳ. 성과분석
1. 표본의 인구통계 현황
2. Kano 모델에 의한 배달앱 선택속성
3. Timko고객만족계수에 의한 배달앱 선택속성
Ⅴ. 결론
참고문헌

키워드

저자

• 김경자 [ kyungja Kim | 한성대학교 미래플러스대학 호텔외식경영학과 조교수 ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  관광경영연구 [Journal of Tourism Management Research]

• 간기

  연7회

• pISSN

  2092-528X

• 수록기간

  1997~2021

• 십진분류

  KDC 326 DDC 338