Journal of Tourism Sciences 2023 KCI Impact Factor : 2.7
-
pISSN : 1226-0533 / eISSN : 2713-6388
- https://journal.kci.go.kr/JTS
KJCKorea
Journal Central
A Qualitative Research on the Consumer Experience and Service Quality of O2O Mobile Delivery App - A Focus Group Interview Method-
- Journal of Tourism Sciences
- Abbr : JTS
- 2021, 45(4), pp.29-54
- DOI : 10.17086/JTS.2021.45.4.29.54
- Publisher : The Tourism Sciences Society Of Korea
- Research Area : Social Science > Tourism
- Received : March 2, 2021
- Accepted : May 19, 2021
- Published : June 1, 2021
JO MI NA 1, Han, Ju-Hyoung 2
1수원대학교
2강원대학교
Excellent Accredited
ABSTRACT
The purpose of this study is to understand consumer experience of using mobile delivery app services and explore the constructs and elements of mobile app service quality. This study applied focus group interviews, a qualitative research method. Two sessions of focus group interviews were conducted from April 8 to April 9, 2019, and the interview scripts were analyzed. As a result, a total of 42 concepts were extracted, classified into 8 subcategories, compressed into 4 categories, and grouped into 2 dimensions. 'Service quality' dimension consists of two categories: 'platform operation quality factor' and 'platform system quality factor'. 'Platform operation quality factor' was composed of 'food delivery service' and 'store management' subcategories. 'platform system quality factor' was composed of 'user-friendly UX/UI' and ‘usefulness of personalized information' subcategories. 'Motivation/constraint' dimension consists of two categories: 'mobile delivery app usage motivation factor' and ‘mobile delivery app constraint factor’. ‘mobile delivery app usage motivation factor’ was composed of ‘user characteristics’ and ‘distribution channel characteristics’ subcategories. ‘mobile delivery app constraint factor’ was composed of ‘delivery service perspective’ and ‘platform ecosystem perspective’ subcategories. Theoretical implications of this study suggest that previous perspectives of consumer behavior models need to be re-examined when understanding consumer experiences of using mobile delivery app services. Result also imply that the service quality of the mobile delivery app should be managed and controlled both by platform management and system management perspectives.
Statistics
-
639 Viewed
-
472 Downloaded
Tools
Issue List
Citation status
* References for papers published after 2023 are currently being built.
[journal]
안수현
/ 2016
/
The Study on the Food Online Ordering Platforms Related Legal Issues
/ 경제법연구
/ 한국경제법학회
15(2)
: 49~82
[journal]
백승희
/ 2018
/
The Study of Behavioral Intention of Delivery Application by applying the Extended Technology Acceptance Mode
/ 한국식품영양학회지
/ 한국식품영양학회
31(1)
: 185~194
[journal]
정오
/ 2018
/
The Impact of Perceived Value and Information Quality on Continued Usage of Delivery Apps
/ 정보시스템연구
/ 한국정보시스템학회
27(4)
: 129~147
[journal]
조미영
/ 2017
/
A Study on the Adoption Intention of O2O-based Food Delivery Agency Service : Focused on the Small Traders in the Restaurant Industry
/ 대한경영학회지
/ 대한경영학회
30(7)
: 1257~1282
[book]
Cho, S. N.
/ 2011
/ Qualitative research design and practice
/ Greenpress
[journal]
조상원
/ 2020
/
A Study on the Space Marketing Characteristics of Offline Stores Using the O2O(Online to Offline) Service
/ 한국실내디자인학회 논문집
/ 한국실내디자인학회
29(3)
: 92~100
[journal]
최태호
/ 2020
/
The Effect of FoodService O2O Service Quality on Trust and Intention to Continuously Use: Focused on Delivery Applications
/ Culinary Science & Hospitality Research
/ (사)한국조리학회
26(7)
: 94~104
[confproc]
Choi, Y. J.
/ 2019
/ 배달 앱 ‘배달의 민족’ 핵심성공요인에 관한 연구
/ Inspiring Insight in Business Society Conference Proceeding
: 439~462
[journal]
정진명
/ 2015
/
An Approach on the Protection for Baedal App Service Users
/ 소비자문제연구
/ 한국소비자원
46(2)
: 207~230
[web]
Consumer Post
/ 2020
/ 글로벌 시장 온라인 음식배달 업체 주문액 1위는 중국의 메이퇀
/ http://www.consumerpost.co.kr/news/articleView.html?idxno=206921
[journal]
Du, Y.
/ 2014
/ Study on the development of O2O E-commerce platform of China from the perspective of offline service quality
/ International Journal of Business and Social Science
5(4)
: 308~312
[report]
Embrain
/ 2019
/ 2019 배달 음식, 배달 앱(어플) 관련 U&A 조사 보고서
[book]
Flick, U.
/ 2018
/ An introduction to qualitative research
/ SAGE Publications
[journal]
Han, J. H.
/ 2019
/ A phenomenologistudy of resident perceived place and placelessness in touristification
/ Journal of Tourism and Leisure Research
31(5)
: 69~88
[web]
IGAworks
/ 2020
/ 배달 대행 서비스 앱 사용량 분석
/ https://www.mobileindex.com/report/report_view?s=133
[journal]
전현모
/ 2017
/
Consumer's Acceptance on Mobile Delivery App Service - Focused on UTATU2 -
/ 한국외식산업학회지
/ 한국외식산업학회
13(1)
: 67~82
[journal]
전현모
/ 2016
/
Influence of Smart Phone Food Delivery Apps' Service Quality on Emotional Response and App Reuse Intention - Focused on PAD Theory -
/ Culinary Science & Hospitality Research
/ (사)한국조리학회
22(2)
: 206~221
[book]
Ji, S. W.
/ 2014
/ Advanced materials research (Vol. 834)
/ Trans Tech Publications Ltd
: 2017~2020
[journal]
조미나
/ 2020
/
Integrating SERVQUAL and Kano’s Model into Quality Function Deployment for Delivery Application Service Excellence Development
/ 관광학연구
/ 한국관광학회
44(4)
: 103~121
[journal]
김한솔
/ 2021
/
The Effects of Integrated Resort’s Creating Shared Value(CSV) on Brand Trust and Intent to Relationship Continuity
/ 관광학연구
/ 한국관광학회
45(5)
: 171~192
[journal]
조미나
/ 2017
/
Consumer Attitudes and Behavioral Intentions on Delivery Application Quality: Focusing on Technology Acceptance Model(TAM)
/ 관광학연구
/ 한국관광학회
41(4)
: 171~184
[journal]
정철현
/ 2020
/
The Effect of Delivery Food App Characteristics on Perception Value and Consumer Intention: Mediating Effect of Perception Value
/ 유통경영학회지
/ 한국유통경영학회
23(2)
: 75~90
[journal]
정성진
/ 2020
/
A Study on the Intention of Mobile Delivery Apps: Applying the Technology Acceptance Model (TAM)
/ Culinary Science & Hospitality Research
/ (사)한국조리학회
26(12)
: 24~32
[journal]
Kang, M. S.
/ 2020
/ 디지털 마케팅의 새로운 핵심 트렌드, O4O
/ Marketing
54(5)
: 62~69
[confproc]
Kang, S. I.
/ 2020
/ 모바일 O2O 어플리케이션을 통해 선택한 헤어샵 재방문의도에 대한 연구
/ The Korea Service Management Society Conference Proceeding
: 98~98
[journal]
김희영
/ 2017
/
A Study of Policy Direction on O2O industry developing
/ 디지털융복합연구
/ 한국디지털정책학회
15(5)
: 13~25
[journal]
김민정
/ 2017
/
The effect of the innovativeness of delivery application users on perceived traits, satisfaction, and continuous usage intention: Using the extended technology acceptance model(ETAM)
/ 관광연구저널
/ 한국관광연구학회
31(1)
: 199~214
[journal]
김민정
/ 2018
/
The effect of the perceived benefit and sacrifice of delivery application service users in the food industry on perceived value and behavioral intention: Using the value-based adoption model (VAM)
/ 관광연구저널
/ 한국관광연구학회
32(2)
: 217~233
[journal]
김민경
/ 2020
/
A study on the effect of the quality attributes of foodservice O2O platform’s on perceived value, customer satisfaction and continuous use intention
/ 관광연구저널
/ 한국관광연구학회
34(1)
: 157~172
[journal]
김태호
/ 2016
/
Delivery App Understanding and Acceptance among Food Tech Customers Using the Modified Technology Acceptance Model
/ 관광학연구
/ 한국관광학회
40(5)
: 127~144
[journal]
김영혜
/ 2014
/
An Exploration Study of Entrepreneurial Experiences and Ensuing Burnouts: Focus-Group Interviews among Professional Counselors
/ 한국심리학회지: 상담 및 심리치료
/ 한국상담심리학회
26(1)
: 1~26
[book]
Kirk, J
/ 1986
/ Reliability and validity in qualitative research Vol. 1
/ Sage
[journal]
고형석
/ 2016
/
A Study on the Delivery App Transactions and Consumer Protection
/ 법학연구
/ 법학연구소
24(1)
: 61~93
[book]
Krippendorff, K.
/ 2003
/ Content analysis: An introduction to its methodology
/ Sage
[book]
Krueger, R. A
/ 1998
/ Analyzing & reporting focus group results: focus group kit 6
/ SAGE
[journal]
이혜미
/ 2015
/
Investigating the Changes of Smart Phone Apps Usage Applying Network Analysis: Comparing Usage of The elderly with The young in 2013-2014
/ 사이버커뮤니케이션학보
/ 사이버커뮤니케이션학회
32(3)
: 81~121
[journal]
이익섭
/ 2005
/
A Study on the conceptualization of disability identity
/ 한국심리학회지: 건강
/ 한국건강심리학회
10(4)
: 509~530
[journal]
이재학
/ 2019
/
A Study on the Effet of the Customer Satisfaction and Reuse Intention of O2O Delivery Service Quality
/ e-비즈니스연구
/ 국제e-비즈니스학회
20(5)
: 125~139
[journal]
이승철
/ 2020
/
The Effect of Consumers' Perceived Value for Delivery App on Satisfaction, Reorder Intention, and Acceptance Intention - The Moderating Effect of Food Involvement -
/ 호텔리조트연구
/ 한국호텔리조트학회
19(4)
: 297~318
[journal]
이유미
/ 2018
/
Relationship between Intention to Use Delivery App and Personality Traits: Focused on Communication Apprehension and Innovativeness
/ 인문콘텐츠
/ 인문콘텐츠학회
(50)
: 65~82
[journal]
문설아
/ 2020
/
Research on the continuous use intention of O2O service in the food industry applying extended technology acceptance model : Focused on the moderating effect of the age
/ 호텔경영학연구
/ 한국호텔외식관광경영학회
29(5)
: 119~137
[journal]
문상일
/ 2020
/
Proposals for Protecting Consumers in Application Service Markets - Focusing on Home Sharing, Food Delivery and Taxi Application O2O Market -
/ 법학연구
/ 법학연구소
31(1)
: 75~94
[journal]
문윤지
/ 2016
/
The Study of Service Quality Model in O2O(Online-to-Offline) Context
/ 경영과 정보연구
/ 대한경영정보학회
35(3)
: 213~230
[book]
Morgan, D. L.
/ 1998
/ The focus group guidebook:focus group kit 1
/ Sage
[book]
Morgan, D. L.
/ 1998
/ The focus group guidebook
/ Sage
[journal]
Nam, J. H.
/ 2004
/ Research for characteristic and promotion system of mobile commerce based on mobile internet
/ Journal of Digital Contents Society
5(2)
: 133~142
[web]
Nara Economic
/ 2019
/ 온라인쇼핑, 1인 가구 증가로 배달시장 ‘쑥쑥’
/ KDI경제정보센터
/ https://eiec.kdi.re.kr/publish/naraView.do?cidx=12021
[report]
National IT Industry Promotion Agency
/ 2019
/ 2019 O2O service market research
[journal]
박민희
/ 2017
/
Intention to Use Mobile Delivery Application Services, Depending on Personal Innovativeness and Self-Efficacy
/ 한국콘텐츠학회 논문지
/ 한국콘텐츠학회
17(5)
: 440~448
[book]
Patton, M.
/ 2002
/ Qualitative research & evaluation methods
/ Sage
[report]
Shin, G. D
/ 2020
/ 코로나 19시대, 언택트 소비와 골목상권의 생존 전략
/ Geyonggi Research Institute
: 1~25
[journal]
신승만
/ 2015
/
A Study of Present Status of Restaurant Franchise Owner-operators’ Use of Food Delivery App Service and Policy Exhortative Study on Optimum Level of Commission
/ 유통경영학회지
/ 한국유통경영학회
18(4)
: 41~50
[thesis]
Sun, Z. J.
/ 2015
/ A study on the effects of O2O characteristics on attractiveness, trust and users’ intention-focused on food service industry between Korea and China
/ doctor
/ Kongju National University
[web]
The Dong-A Ilbo
/ 2020
/ 고속성장 배달 앱… 글로벌기업들 ‘M&A전쟁’
/ https://www.donga.com/news/Economy/article/all/20200104/99077640/1
[web]
The Korea Economic Dailiy
/ 2019
/ 몸값 치솟는 배달 앱…2000억弗 시장 ‘글로벌 M&A 전쟁’
/ https://www.hankyung.com/international/article/201912199300i
[web]
The Korea Times
/ 2020
/ ‘쩐의 전쟁터’ 배달 앱 시장…배민 합병 장벽 해소되나
/ https://news.naver.com/main/read.nhn?oid=469&aid=0000519629
[web]
The Kyunghyang Shinmun
/ 2020
/ 공정위 “요기요 팔고 배민 인수”...배달 앱 ‘기업결합’ 조건부 승인
/ http://news.khan.co.kr/kh_news/khan_art_view.html?artid=202012281200001
[web]
Top Daily
/ 2020
/ 배달의민족, 번쩍 배달 부활… 쿠팡이츠 ‘치타배달’ 맞불
/ https://www.topdaily.kr/news/articleView.html?idxno=72391
[journal]
윤혜진
/ 2019
/
Developing Quality Standards for Camping Sites in Kyunggi Province, Korea
/ 관광레저연구
/ (사)한국관광레저학회
31(12)
: 369~385
[book]
Yoon, T. L.
/ 2004
/ Qualitative research methodology for culture and history research
/ Arche
This paper was written with support from the National Research Foundation of Korea.