외식업체 키오스크 서비스품질이 지속이용의도에 미치는 영향: 지각된 유용성을 조절효과로

최수용

doi:10.31336/JTLR.2021.6.33.6.375

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저널정보

한국관광레저학회
관광레저연구 학술저널
관광레저연구 제33권 제6호(통권 제166호)
2021.6 375 - 394 (20page)
DOI : 10.31336/JTLR.2021.6.33.6.375

저자정보

최수용 (단국대학교)

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초록·키워드

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The purpose of this study is to explain the relationship between service quality and continuous use intention for customers using kiosks of food service company. It was checked whether the perceived usefulness had any moderating effect between service quality and continued use intention. The survey of the study was conducted from June 1st, 2020 to May 15th, 2020, targeting customers who used the kiosk of a food service company in Seoul to achieve the research purpose.
The results of this study are as follows. First, there was a positive (+) influence on the service quality of restaurant kiosk service quality. And the continuous use intention of the service quality of the restaurant kiosk service quality was dependent on variables of efficiency, enjoyment, and functionality. Second, the perceived usefulness is the result of the adjustment effect between the service quality of the restaurant kiosk and the intention of continued use. The explanatory power increased by 4.5% in the third stage where the interaction term was added. The usefulness had a significant positive (+) modulating effect. Finally, catering companies that use kiosks should pay special attention to security as customers have a lot of trust in this system.

#외식업체(Food Service Industry) #키오스크(Kiosk) #지속이용의도(Intention to Continuous Use) #지각된 유용성(Perceived usefulness)