중국의 모바일 결제 시스템의 서비스 품질 인식과 소비가치가 만족도와 재사용의도에 미치는 영향
A Study on the Effect of Service Quality Awareness and Consumption Value of Chinese Mobile Payment System on Satisfaction and Reuse Intention
- 주제(키워드) Service Quality , Consumption Value , Mobile Payment System , Satisfaction , Reuse Intention , 서비스품질 , 소비가치 , 모바일 결제 시스템 , 만족도 , 재사용의도
- 주제(기타) 컨벤션/이벤트산업
- 설명문(URI) https://www.kci.go.kr/kciportal/ci/sereArticleSearch/ciSereArtiView.kci?sereArticleSearchBean.artiId=ART002624297
- 등재 KCI등재
- 발행기관 한국이벤트컨벤션학회
- 발행년도 2020
- URI http://www.dcollection.net/handler/ewha/000000176543
- 본문언어 한국어
초록/요약
Purpose – In recent years, China's mobile market has attracted much attention as the world's largest market. And the number of mobile payment users are increasing. This paper studies whether the quality and cognitive value of mobile payment service has an impact on customer satisfaction, and what quality factors should be considered in their relationship. Design, data, and methodology –From May 17 to May 22, 2020, a total of 489 questionnaires were distributed to mobile phone users in Korea and China. Then, the reliability and feasibility of the collected data factors were verified, and the hypotheses were verified through multiple regression analysis. Result – From the results of the paper, the service quality and emotional value of mobile payment have a great impact on customer satisfaction and the service quality has a certain impact on customer satisfaction. In addition, as a medium of customer satisfaction, the quality of mobile payment service has an obvious influence on users' reuse intention. Conclusions – The results of this paper provide the following inspirations: to improve the degree of reuse, improve customer satisfaction is the key, we can see that mobile convenient payment service quality flexibility, tangible, security and trust, as well as cognitive value of emotional value is to improve customer satisfaction.
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