Earticle

초록

영어

In this study, a new paradigm, e-service quality and brand image, are closely related to online food service delivery applications, nevertheless, there is no clear analysis. The purpose of this study is to analyze the impact of customer satisfaction on the continuous use of food service delivery applications by the image of customers who experience the service and information of food service providers posted on the delivery application. Therefore, this study aims to find a direction for food service providers to go online by analyzing the effects of e-service quality and brand image in catering delivery applications on customer satisfaction. In addition, it was intended to be used as a basis for suggesting implications that can contribute to the efficient settlement of food service and delivery applications and increase the performance of utilization. This study was conducted on consumers in their 20s to 50s or older who have experience using food service applications in Seoul and Gyeonggi areas. The hypothesis was verified by performing frequency analysis, validity analysis, reliability analysis, and simple, multiple regression analysis using the SPSS 21.0 statistics package program. The summary of the results of this study is as follows. First, the effect of hypothesis 1 'foodservice delivery application e-service quality' on 'brand image' was analyzed. As a result, it was found that 'efficiency', 'fulfillment', 'system availability', and 'privacy' have a positive(+) effect on 'brand image'. Second, as a result of analyzing the effect of hypothesis 2 'brand image' on 'customer satisfaction', it was found that the 'brand image' of consumers using catering delivery applications had a positive(+) effect on 'customer satisfaction'. Third, the effect of hypothesis 3 'foodservice delivery application e-service quality' on 'customer satisfaction' was analyzed. As a result, it was found that 'system availability' and 'privacy' had a positive(+) effect on 'customer satisfaction', however, it was found that “efficiency” and “fulfillment” had no effect on ‘customer satisfaction’.

목차

ABSTRACT
Ⅰ. 서론
Ⅱ. 이론적 배경
1. 외식 배달 애플리케이션 e-서비스 품질
2. 브랜드 이미지
3. 고객만족
Ⅲ. 연구설계
1. 연구모형과 가설의 설정
2. 조작적 정의 및 설문지 구성
3. 조사 방법과 조사기간
Ⅳ. 성과분석
1. 조사대상자의 인구통계학적 특성
2. 타당성과 신뢰도 분석
3. 상관관계 분석
4. 가설의 검증
Ⅴ. 결론
참고문헌

키워드

저자

• 고미애 [ Miae Go | 경기대학교 관광전문대학원 외식산업경영전공 외래교수 ]
• 주서현 [ Seohyun Joo | 수원여자대학교 호텔조리과 겸임교수 ] 교신저자
• 김휘림 [ Wheerim Kim | 경기대학교 관광전문대학원 외식산업경영전공 박사과정 ]

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