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학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
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연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
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- 연관 학술논문 또는 학술발표를 통해 보다 발전된 연구결과를 확인하실 수 있습니다.
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현대사회의 정보화 혁신이 빠르게 진전되면서, 이제는 현금없는 사회, 더 나아가 플라스틱 신용카드 종말론까지 등장하고 있다. 그리고 이러한 플라스틱 신용카드 종말론을 반증하듯 스마트폰을 중심으로 소비 문화가 변화하고 그 변화에 따라 스마트페이 시장도 나날이 커지고 있다. 그리고 시장이 커짐에 따라서 서비스 개선에 대한 소비자들의 요구도 증가하고 있다.
이에 본 연구의 목적은 스마트페이 서비스품질 개선 우선순위를 도출하는것에 있다. 연구의 데이터를 수집하기 위하여 스마트페이를 사용해본 경험이 있는 20대 이상의 남녀를 대상으로 설문조사가 실시 되었으며, 설문방법은 사회과학 조사에서 널리 이용되고, 높은 응답률과 성실한 답변을 얻을 수 있는 개인조사를 선택하였다.
본 연구는 스마트페이를 사용하는 고객의 입장에서 서비스 요인들을 평가할 필요성이 있기에 본격적인 설문을 하기 전 스마트페이 사용 경험자들을 대상으로 실질적인 서비스 구성 요소들을 도출 하였다.
그 후 이러한 서비스 구성 요소들에 Kano 모델을 적용하여 품질차원을 구성하였으며 Kano 모델의 약점을 보완하기 위하여 추가적으로 고객만족계수와 PCSI잠재적고객만족개선지수 모델을 적용하여 총 20개의 서비스요인들 간의 우선적인 서비스 개선 순위를 구하였다.
이에 본 연구의 목적은 스마트페이 서비스품질 개선 우선순위를 도출하는것에 있다. 연구의 데이터를 수집하기 위하여 스마트페이를 사용해본 경험이 있는 20대 이상의 남녀를 대상으로 설문조사가 실시 되었으며, 설문방법은 사회과학 조사에서 널리 이용되고, 높은 응답률과 성실한 답변을 얻을 수 있는 개인조사를 선택하였다.
본 연구는 스마트페이를 사용하는 고객의 입장에서 서비스 요인들을 평가할 필요성이 있기에 본격적인 설문을 하기 전 스마트페이 사용 경험자들을 대상으로 실질적인 서비스 구성 요소들을 도출 하였다.
그 후 이러한 서비스 구성 요소들에 Kano 모델을 적용하여 품질차원을 구성하였으며 Kano 모델의 약점을 보완하기 위하여 추가적으로 고객만족계수와 PCSI잠재적고객만족개선지수 모델을 적용하여 총 20개의 서비스요인들 간의 우선적인 서비스 개선 순위를 구하였다.
목차
< 목 차 >Ⅰ. 서 론 ·················································································· 11. 연구의 배경 ································································ 12. 연구의 목적 ································································ 43. 연구의 구성 ································································ 6Ⅱ. 이론적 배경 ········································································ 91. 스마트페이 ································································· 91.1 스마트페이의 정의 ··········································· 91.2 국내 스마트페이 현황 ······································ 111.3 스마트페이에 대한 선행연구 ···························· 232. 서비스 품질 ······························································· 292.1 서비스의 정의 및 특성 ····································· 292.2 서비스 품질의 개념 및 요인 ····························· 303. Kano 모형 ································································ 323.1 Kano모형의 개념 ············································ 353.2 Kano모형의 서비스 품질에 관한 연구동향 ········· 424. 고객만족계수(Timko) 모형 ········································· 494.1 고객만족계수(Timko)의 개념 ····························495. 잠재적 고객만족개선지수(PCSI) ·································· 525.1 잠재적 고객만족개선지수(PCSI)와 측정 ············· 52Ⅲ. 연구설계 ··········································································· 541. 연구진행 절차 ···························································· 542. 설문지 구성 ······························································· 56Ⅳ. 자료분석 및 결과 ································································ 601. 인구통계 분석 ····························································· 612. Kano모형에 따른 스마트페이 서비스품질 분류 ·············· 653. 스마트페이 서비스 품질의 고객만족계수 ······················· 694. 스마트페이 서비스 잠재적고객만족개선지수(PCSI)········· 74Ⅴ. 결론 및 향후 연구방향 ························································ 771. 연구 결과 요약 ···························································· 772. 연구의 한계점 및 향후 연구방향 ··································· 80Ⅵ. 참고문헌 ·········································································· 821. 국내문헌 ···································································· 822. 국외문헌 ···································································· 88국문초록 ················································································ 89Abstract ················································································ 90설문지 ···················································································· 921. 사전조사 : 스마트페이 사용자 요구사항 ························ 922. 설문지 : 스마트페이의 서비스 요소 평가 ······················· 95
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