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KMID : 1011620220380050278
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Korean Journal of Food and Cookey Science
2022 Volume.38 No. 5 p.278 ~ p.289
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Analysis of delivery app usage pattern and importance-performance analysis (IPA) of delivery app service quality attributes - Focused on users in their 20’s -
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Jo Mi-Na
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Abstract
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Purpose: The purpose of this study was to analyze the delivery app usage pattern and Importance-Performance Analysis(IPA) of delivery app service quality attributes among users in their 20’s.
Methods: The online survey was conducted from June 26 to July 8, 2019 by online research companies on 20s who have used mobile delivery apps within the last month. 471 copies were used for statistical analysis. Statistical analyses were conducted using the SPSS program for frequency test, paired t-test and Importance-Performance Analysis.
Results: ‘Baemin’ was the most used delivery app. The period of use of the delivery app was 2 to 3 years. And the place to order the delivery app was home. Delivery foods that are often ordered are chicken, pizza, lunch, snack pork feet, and fast food. The most popular route by which users came to know about the existence of the delivery app was ‘social media channels’, and delivery apps were mainly used ‘when you want to eat something other than rice’, and ‘when you have trouble preparing meals’.
and the most preferred payment method is ’pay rignt away’. As a result of IPA analysis of the 25 delivery app service quality attributes, ‘the number of available stores’, ‘detailed food photos indicating the menu composition’, ‘detailed information about the store’, ‘honesty customer ratings’, ‘accurate store opening hours, deadlines, and order availability notice’, ‘estimated arrival time’, ‘convenient cancellation and refund processing’, ‘fast delivery speed’, ‘coupons, mileage, point management’ and ‘clear delivery charge notice’ were found to have high importance but low performance.
Conclusion: It can be used as a basic data for research on delivery apps. And delivery app quality management standards can be presented. It will present a guide to the direction of delivery app development to delivery app platform companies.
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KEYWORD
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delivery application, delivery application consumer, usage pattern, IPA(Importance-Performance Analysis)
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