배달앱 서비스 실패요인이 소비자 갈등과 소비자의 불평행동에 미치는 영향에 관한 연구

A Study on the Influence of Delivery Ap Service Failure Factors on Consumer Conflict and Consumer Complaint Behavoir

This study was conducted to investigate the ef ect of the factors of delivery ap service failure on consumption wel conflict emotion and complaining behavior targeting consumers with experience using delivery ap s, and the results of the study are summarized as fol ows. First, when looking at the demographic analysis, the proportion of men was 58.1% and women were 41.9%, and the age group was the highest with 91.9% in their 20s. Second, as a result of testing hypothesis 1 that the factor of delivery app service failure wil have a significant influence on consumer conflict emotions, failure to provide ap information and failure to deliver/fo d service showed a significant positive (+) relationship. Third, as a result of the verification of Hypothesis 2, that consumer conflict emotions wil have a significant ef ect on the consumer s continued use intention, it was found to be insignificant and rejected. Lastly, hypothesis 3 that consumer conflict emotions wil have a significant ef ect on consumer complaints behavior is that negative word of mouth behavior, complaint behavior from service providers, and complaint behavior from service managers were adopted, but the complaint behavior was rejected by third parties.