The Study on the e-Service Quality Factors in m-Shopping Mall App based on the Kano Model

Abstract

Purpose -In this study, it is classified the service quality dimension of mobile shopping app using Kano model. In addition, it is evaluated quality factors suitable for strategic management from the viewpoint of service provider through mobile application through binary dimension analysis. Research design, data, and methodology -In this study, seven quality dimensions such as information quality, reliability, immediacy, convenience, design, security and customer service were derived through related studies to make binary shopping quality app quality measurement. 37 sub-variables were set by each quality dimensions. Each questionnaire was composed of positive and negative items like Kano's proposed method, and the satisfaction coefficient suggested by Timko(1993) was examined to understand the influence of each factors on customer satisfaction. Results -As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. As a result of research, shopping app users perceived unity quality factor in most items of service quality dimension such as information quality, reliability, immediacy, convenience and customer service. And, in information quality, the information overload was classified as an apathetic quality component, while the related information provision belonged to an attractive quality component. In reliability quality, customized service provision was classified as an attractive quality component. In instant connectivity, the quality of the connection during transport was classified as an attractive quality component. In convenience quality, access to product information was classified as a one-way quality component. All components of designs quality were classified as attractive quality components, and in security quality, all of their components were all classified as one quality component. Lastly, in customer service, they components were all classified as a single quality component. In addition, the satisfaction coefficient showed a good impression, quick response of the result, fast delivery, and the unsatisfactory coefficient showed more interest in personal information such as payment method safety, and transaction security. Conclusion -In the online service environment, which is difficult to differentiate in terms of upward upgrading only by technological implementation and function, the results of this study can be suggested as a differentiating factor for major channels with customers rather than improve the brand image.

The Influence of Electronic Service Quality and Client Fulfillment in Online Buying

“…Desain situs web mengacu pada semua elemen pengalaman pelanggan yang terkait dengan situs web, termasuk kualitas informasi, estetika situs web, proses pembelian, kenyamanan situs web, pemilihan produk, penawaran harga, personalisasi situs web, dan ketersediaan sistem. Dalam penelitian ini, desain situs web diganti menggunakan desain applikasi dari GoFood seperti yang dikatakan oleh (Chun & Lim, 2012;Kim et al, 2018) bahwa salah satu faktor penentu kualitas layanan elektronik adalah desain aplikasi.…”

“…Kepuasan pelanggan merupakan faktor penting untuk menghasilkan loyalitas pelanggan (Kim et al, 2018;Silalahi et al, 2017;Stouthuysen et al, 2018;Uzir et al, 2021). (Mendoza et al, 2020;Uzir et al, 2021) menyatakan bahwa kepuasan pelanggan merupakan kunci dari perilaku pembelian di masa depan.…”

Peran E-Service Quality Dalam Meningkatkan Penjualan Makanan Melalui Penggunaan Aplikasi ShopeeFood

“…Desain mengacu pada semua elemen pengalaman pelanggan yang terkait dengan pengalaman membeli, termasuk kualitas informasi, estetika, proses pembelian, kenyamanan, pemilihan produk, penawaran harga, personalisasi, dan ketersediaan sistem. Dalam penelitian ini, desain yang dimaksud adalah desain applikasi dari ShopeeFood [17], [18] bahwa salah satu faktor penentu kualitas layanan elektronik adalah desain aplikasi. Selanjutnya [19] melakukan penelitian tentang dimensi kualitas layanan elektronik yang terdiri dari efisiensi, pemenuhan, ketersediaan system dan privasi.…”

An Empirical Study of Comprehensive Health Screening Medical Service Quality with Kano Model and PCSI Index

“…반면 Korea Consumer Agency ( 2017 (Kim, Park, & Kim, 2013), 선택요인 분석 (Yeo & Jeong, 2012;Park, Kim, & Kang, 2015) 및 소규모 대상자들의 만족 도 분석 (Im & Choi, 2014) (Kano, Seraku, Takahashi, & Tsuji, 1984). Kano (Kim, Youn, & Lee, 2018 (Maciosek, Coffield, Edwards, Flottemesch, Goodman, & Solberg, 2006 (Kang et al, 2009). 종합건강검진은 주로 의료기관을 통해 이루어지고 있으며 공공검진보다 확대 된 개념의 건강검진이 종합건강검진이라고 할 수 있다 (Kim et al, 2019 (Choi & Cho, 2015 (Chung, 2016).…”

“…SERVQUAL과 Kano 모델을 동시에 비교한 실증연구들도 보고되고 있다 (Rahmana, Kamil, Soemantri, & Olim, 2014;Basfirinci & Mitra, 2015). (Kano et al, 1984 (Kim, 2010;Salehzadeh, Shahin, & Kazemi, 2015;Lee, Seo, & Song, 2017;Kim, Youn, & Lee, 2018).…”