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The Effect of Customers' Perceived Relational Benefits of Kiosk on Trust and Customer Satisfaction in a Fast-Food Restaurant
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패스트 푸드점 키오스크를 사용한 고객들이 지각한 관계혜택이 신뢰 및 고객만족에 미치는 영향

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Type
Academic journal
Author
Sung, Hye-Jin (배재대학교)
Journal
The Korea Academic Society Of Tourism And Leisure Journal of Tourism and Leisure Research Vol.31 No.10(Wn.146)
Published
2019.10
Pages
337 - 354 (18page)
DOI
10.31336/JTLR.2019.10.31.10.337

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The Effect of Customers' Perceived Relational Benefits of Kiosk on Trust and Customer Satisfaction in a Fast-Food Restaurant
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Abstract· Keywords

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The purpose of this study is to examine the factors of relationship benefits among consumers who used kiosks in fast-food restaurants. The purpose is to verify how it affects trust and customer satisfaction. A total of 316 valid samples were obtained by conducting an online questionnaire survey of consumers who had experience using kiosks.
As a result of the hypothesis test, first, psychological and economic benefit factors of relational benefits were found to have a significant effect on trust, but social and customization benefits did not. Second, the social benefits, economic benefits, and customization benefits of relationship benefits were verified to have the effect of customer satisfaction, but the psychological benefits of relationship benefits were verified to have no effect on customer satisfaction. Third, trust had a significant effect on customer satisfaction. This is meaningful in that it studies the factors of relational benefits for consumers who used kiosks in fast-food restaurants and strengthened their importance by expanding the research area.
#키오스크(Kiosk) #관계혜택(Relational Benefits) #신뢰(Trust) #고객만족(Customer Satisfaction) #패스트 푸드점(Fastfood Restaurant)

Contents

Abstract
Ⅰ. 서론
Ⅱ. 이론적 고찰
Ⅲ. 연구 방법
Ⅳ. 실증분석
Ⅴ. 결론
참고문헌

References (47)

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강다원 / 2000 / 패스트푸드 산업의 마케팅 전략과 현지화 추구에 관한 연구: 프랑스에서의 맥도날드 정착을 중심으로 / 한국외식경영연구 3(2):8~9 google schola 강병서 / 2009 / 사회과학 통계분석 / ㈜데이터솔루션 google schola 구정대 / 2011 / 호텔기업의 관계혜택이 만족, 신뢰 및 고객애호도에 미치는 영향 / 관광레저연구 23(1):105~120 dbpia 김동범 / 2019 / 패스트 푸드점 키오스크에 대한 소비자의 지각된 유용성과 보안위험이 지각된 가치와 행동의도에 미치는 영향 : 가치기반수용모델(VAM)을 중심으로 / 외식경영연구 22(1):307~337 google schola 김태호 / 2016 / 수정된 기술수용모델을 이용한 푸드테크산업 소비자의 배달앱 기술수용의도에 관한 연구 / 관광학연구 40(5):127~144 dbpia

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