@article{ART003121083},
author={Na-Eun Jung and Hyung-Seok Lee},
title={Effects of Service Quality and Privacy Risk on Customer Satisfaction and Continuous Use Intention in Convenience Store Parcel Delivery Service: Moderating Role of Contactless Tendency},
journal={Journal of The Korea Society of Computer and Information},
issn={1598-849X},
year={2024},
volume={29},
number={9},
pages={255-268},
doi={10.9708/jksci.2024.29.09.255}
TY - JOUR
AU - Na-Eun Jung
AU - Hyung-Seok Lee
TI - Effects of Service Quality and Privacy Risk on Customer Satisfaction and Continuous Use Intention in Convenience Store Parcel Delivery Service: Moderating Role of Contactless Tendency
JO - Journal of The Korea Society of Computer and Information
PY - 2024
VL - 29
IS - 9
PB - The Korean Society Of Computer And Information
SP - 255
EP - 268
SN - 1598-849X
AB - The purpose of this study was to analyze the effect of service quality and privacy risk on customer satisfaction and continuous use intention for convenience store parcel delivery service, and verify the moderating effect of contactless tendency. This study employed PLS-path modeling to test the research hypotheses. The results of the study were as follows: 1) service quality factors of convenience store parcel delivery (i.e., service price, reliability, and convenience) had significant effects on customer satisfaction. However, responsiveness had no significant effect on customer satisfaction; 2) privacy risk had a significant effect on both customer satisfaction and continuous use intention; 3) customer satisfaction had a significant effect on continuous use intention; and 4) contactless tendency moderated the relationship between responsiveness and satisfaction. The findings of the study are expected to provide valuable insights for future research and the development of practical service strategies.
KW - Convenience store parcel delivery;Service quality;Privacy risk;Continuous use intention;Contactless tendency
DO - 10.9708/jksci.2024.29.09.255
ER -
Na-Eun Jung and Hyung-Seok Lee. (2024). Effects of Service Quality and Privacy Risk on Customer Satisfaction and Continuous Use Intention in Convenience Store Parcel Delivery Service: Moderating Role of Contactless Tendency. Journal of The Korea Society of Computer and Information, 29(9), 255-268.
Na-Eun Jung and Hyung-Seok Lee. 2024, "Effects of Service Quality and Privacy Risk on Customer Satisfaction and Continuous Use Intention in Convenience Store Parcel Delivery Service: Moderating Role of Contactless Tendency", Journal of The Korea Society of Computer and Information, vol.29, no.9 pp.255-268. Available from: doi:10.9708/jksci.2024.29.09.255
Na-Eun Jung, Hyung-Seok Lee "Effects of Service Quality and Privacy Risk on Customer Satisfaction and Continuous Use Intention in Convenience Store Parcel Delivery Service: Moderating Role of Contactless Tendency" Journal of The Korea Society of Computer and Information 29.9 pp.255-268 (2024) : 255.
Na-Eun Jung, Hyung-Seok Lee. Effects of Service Quality and Privacy Risk on Customer Satisfaction and Continuous Use Intention in Convenience Store Parcel Delivery Service: Moderating Role of Contactless Tendency. 2024; 29(9), 255-268. Available from: doi:10.9708/jksci.2024.29.09.255
Na-Eun Jung and Hyung-Seok Lee. "Effects of Service Quality and Privacy Risk on Customer Satisfaction and Continuous Use Intention in Convenience Store Parcel Delivery Service: Moderating Role of Contactless Tendency" Journal of The Korea Society of Computer and Information 29, no.9 (2024) : 255-268.doi: 10.9708/jksci.2024.29.09.255
Na-Eun Jung; Hyung-Seok Lee. Effects of Service Quality and Privacy Risk on Customer Satisfaction and Continuous Use Intention in Convenience Store Parcel Delivery Service: Moderating Role of Contactless Tendency. Journal of The Korea Society of Computer and Information, 29(9), 255-268. doi: 10.9708/jksci.2024.29.09.255
Na-Eun Jung; Hyung-Seok Lee. Effects of Service Quality and Privacy Risk on Customer Satisfaction and Continuous Use Intention in Convenience Store Parcel Delivery Service: Moderating Role of Contactless Tendency. Journal of The Korea Society of Computer and Information. 2024; 29(9) 255-268. doi: 10.9708/jksci.2024.29.09.255
Na-Eun Jung, Hyung-Seok Lee. Effects of Service Quality and Privacy Risk on Customer Satisfaction and Continuous Use Intention in Convenience Store Parcel Delivery Service: Moderating Role of Contactless Tendency. 2024; 29(9), 255-268. Available from: doi:10.9708/jksci.2024.29.09.255
Na-Eun Jung and Hyung-Seok Lee. "Effects of Service Quality and Privacy Risk on Customer Satisfaction and Continuous Use Intention in Convenience Store Parcel Delivery Service: Moderating Role of Contactless Tendency" Journal of The Korea Society of Computer and Information 29, no.9 (2024) : 255-268.doi: 10.9708/jksci.2024.29.09.255
