음식배달 앱(App)의 지각된 서비스품질이 고객만족과 재구매 의도에 미치는 영향: 40대 이상 성인들을 대상으로

The Effect of Perceived Service Quality on Customer Satisfaction and Repurchase Intention of the Food Delivery App: Focusing on Adults in Their 40s or Older

The purpose of this study is to investigate the relationship between customer satisfaction and repurchase intention of perceived service quality of food delivery apps as perceived by adults in their 40s or older. A total of 298 surveys were used for analysis from September 19 to 28, 2021. To test the hypotheses, multiple regression analysis was performed using the SPSS 25.0. The results of this study are as follows. First, ease of use and playfulness have a significant effect on customer satisfaction. Second, customer satisfaction has a significant influence on repurchase intention. Based on the results, this study identified the service quality perceived by consumers when using food delivery apps and to provide theoretical and practical implications for revitalizing the growing food delivery market by confirming the relationship. Hence, this study can be suggested that delivery platform developers and restaurant companies can establish a marketing strategy that provides high service quality according to customer needs.

The purpose of this study is to investigate the relationship between customer satisfaction and repurchase intention of perceived service quality of food delivery apps as perceived by adults in their 40s or older. A total of 298 surveys were used for analysis from September 19 to 28, 2021. To test the hypotheses, multiple regression analysis was performed using the SPSS 25.0. The results of this study are as follows. First, ease of use and playfulness have a significant effect on customer satisfaction. Second, customer satisfaction has a significant influence on repurchase intention. Based on the results, this study identified the service quality perceived by consumers when using food delivery apps and to provide theoretical and practical implications for revitalizing the growing food delivery market by confirming the relationship. Hence, this study can be suggested that delivery platform developers and restaurant companies can establish a marketing strategy that provides high service quality according to customer needs.