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2021
숙박플랫폼 앱서비스품질이 이용자 만족과 구매의도에 미치는 영향 - 정보탐색자와 구매자의 비교를 중심으로 -
The Effect of Application Service Quality of Lodging Platforms on Users' Satisfaction and Their Purchase Intention - Focusing on the Comparison between Information Searcher and Purchaser -
한국호텔리조트학회
이은수
논문정보
- Publisher
- 호텔리조트연구
- Issue Date
- 2021-06-01
- Keywords
- -
- Citation
- -
- Source
- -
- Journal Title
- -
- Volume
- 20
- Number
- 3
- Start Page
- 77
- End Page
- 95
- DOI
- ISSN
- 1598-7760
Abstract
The purpose of the study was to identify the effect of perceived service quality of lodging platforms on users' satisfaction and their purchase intention focusing on the comparison between information searcher and purchaser. Data were collected from the users who had visited local & global lodging platforms from November 23 to 27, 2020, and finally 395 questionnaires were analyzed. The seven dimensions of users' perceived service quality were usefulness, reliability, enjoyment, ease of use, flexibility, design and interaction. A significant difference in perceived service quality was found between information searcher and purchaser. Information searcher rated high in enjoyment, and purchaser rated high in flexibility and ease of use. It was revealed that information searchers' perceived usefulness, reliability, and enjoyment affected their satisfaction, and purchasers' perceived usefulness, reliability, and flexibility affected their repurchase intention. It was also found that information searchers' perceived usefulness affected their purchase intention in the future, and purchasers' perceived usefulness and flexibility affected their repurchase intention.
- 광주대학교
- KCI
- 호텔리조트연구
저자 정보
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