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The Effects of Service Quality by Smart Phone Tourism Information on User Satisfaction: Centering on The Moderating Effects of Self-Efficacy

  • Journal of Tourism Sciences
  • Abbr : JTS
  • 2013, 37(4), pp.141-162
  • Publisher : The Tourism Sciences Society Of Korea
  • Research Area : Social Science > Tourism

김용일 1 Park, Han Soo 2

1세종대학교
2Burger King Asiapac 한국사무소

Accredited

ABSTRACT

The Purpose of this study was to identify the effects of service quality by a Smart Phone Tourism Information on user satisfaction and the moderating effects of self efficacy through hierarchical regression analysis. A survey was conducted from June 1 to July 20, 2012. A total of 410 questionnaires were collected. Excluding missing questionnaires, 332 usable questionnaires were analyzed. The results of this study are as follows: Firstly, it was found that factors of service quality by Smart Phone Tourism Information are efficiency, functionality, information quality, customer service, ubiquitous accessibility, reliability. Secondly, all of the service quality factors had a positively significant influence on user satisfaction. Particularly, efficiency had the most significant impact on user satisfaction and followed by information quality, functionality, customer service, reliability. However, ubiquitous accessibility was not statistically significant. Thirdly, user self efficacy showed the buffering interaction effect between functionality and user satisfaction. However, user self efficacy showed the antagonistic interaction effect between ubiquitous accessibility and user satisfaction. The theoretical and practical implications and the limitations were discussed.

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