A Study on Influencing Factors in Service Satisfaction with Beacon-Based Electronic Access List in the Post-COVID-19 Era: Focusing on Information System Success Model

doi:10.22716/sckt.2023.11.3.026

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2023 Vol.11, Issue 3 Preview Page Next Page

Research Article

A Study on Influencing Factors in Service Satisfaction with Beacon-Based Electronic Access List in the Post-COVID-19 Era: Focusing on Information System Success Model 포스트코로나 시대 비콘 기반의 전자출입명부 서비스 만족 영향요인 연구: 정보시스템성공모델을 중심으로: Seokjin Im¹, Joon-Hwan Kim²
임석진¹, 김준환²; ¹Professor, Department of Computer Engineering, Sungkyul University
²Lecturer, Department of Business Administration, University of Seoul

¹성결대학교 컴퓨터공학과 교수
²서울시립대학교 경영학부 강사

30 September 2023. pp. 63-71

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Abstract

본 연구는 포스트코로나 시대에서 비콘 기반의 전자출입명부에 대한 서비스 만족 및 이용의도에 영향을 미치는 요인들을 정보시스템성공모델을 중심으로 조사하는 것을 목적으로 한다. 이를 위해, 비콘 기반의 전자출입명부 서비스 경험이 있는 사용자 175명으로부터 수집한 자료를 바탕으로 구조방정식모형(SEM)을 통해 실증적으로 검증하였다. 분석결과, 전자출입명부 사용자의 시스템 품질, 정보 품질, 서비스 품질 및 인터페이스 품질 모두 서비스 만족에 유의한 정적 영향을 미치는 것으로 나타났다. 둘째, 서비스 만족은 이용의도에 긍정적인 영향을 미치는 것으로 나타났다. 끝으로 본 연구는 비콘 기반으로 전자출입명부 구축방법의 요인을 제시하여 서비스 만족 및 이용의도에 영향 관계를 연구하는데 있어 학문적인 기여뿐만 아니라, 기업 및 정부 관리자들에게 전자출입명부를 설계 및 구현하는데 있어 실질적인 시사점을 제공할 것으로 기대한다.

The purpose of this study is to investigate factors that affect service satisfaction and intention to use beacon-based electronic access list in the post-COVID-19 era, focusing on the information system success model(ISSM). To this end, it was empirically verified through structural equation modeling (SEM) based on data collected from 175 users with experience of the beacon-based electronic access list service. As a result of the analysis, it was found that system quality, information quality, service quality, and interface quality of electronic access list users all had a significantly effect on service satisfaction. Second, it was found that service satisfaction had a positive effect on the intention to use. Finally, this study presents the factors of the beacon-based electronic access list construction method and contributes not only to academic contributions to researching the relationship between service satisfaction and intention to use, but also to designing and implementing electronic access list for corporate and government managers. It is expected to provide practical implications.

Keywords

Post-COVID-19

Beacon

Electronic access list

Information systems success model

Service satisfaction

References

강석준, 임석진, "팬데믹 대처를 위한 비콘 기반 전자출입명부 설계와 구현", 융복합지식학회논문지, 제9권 제2호, pp. 83-91, 2021.
https://www.ytn.co.kr/_ln/0103_202201061816025455
최준연, 조현, "스마트폰 애플리케이션의 정보 시스템 성공 요인, 중복성, 인지된 용량이 제거 행위에 미치는 영향", e-비즈니스연구, 제16권 제4호, pp. 67-82, 2015. 10.15719/geba.16.4.201508.67
W. H. DeLone, and E. R. McLean, "Information Systems Success: The Quest for the Dependent Variable", Information Systems Research, Vol. 3, No. 1, pp. 60-95, 1992. 10.1287/isre.3.1.60
L. F. Pitt, R. T. Watson, and C. B. Kavan, "Service Quality: A Measure of Information Systems Effectiveness", MIS Quarterly, Vol. 19, No. 2, pp. 173-187, 1995. 10.2307/249687
H. Hoehle, and V. Venkatesh, "Mobile Application Usability: Conceptualization and Instrument Development", MIS Quarterly, Vol. 39, No. 2, pp. 435-472, 2015. 10.25300/MISQ/2015/39.2.08
C. H. Lien, Y. Cao, and X. Zhou, "Service Quality, Satisfaction, Stickiness, and Usage Intentions: An Exploratory Evaluation in the Context of WeChat Services", Computers in Human Behavior, Vol. 68, pp. 403-410, 2017. 10.1016/j.chb.2016.11.061
K. C. Lee, and N. Chung, "Understanding Factors Affecting Trust in and Satisfaction with Mobile Banking in Korea: A Modified DeLone and McLean's Model Perspective", Interacting with Computers, Vol. 21, No. 5-6, pp. 385-392, 2009. 10.1016/j.intcom.2009.06.004
R. L. Oliver, "A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts", in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management: Research and Practice, 2nd ed., JAI Press, Greenwich, CT, pp. 65-85, 1993.
R. A. Spreng, and R. D. Mackoy, "An Empirical Examination of a Model of Perceived Service Quality and Satisfaction", Journal of Retailing, Vol. 72, No. 2, pp. 201-214, 1996. 10.1016/S0022-4359(96)90014-7
W. H. DeLone, and E. R. McLean, "The Delone and McLean Model of Information System Success: A Ten-year Update", Journal of Management Information Systems, Vol. 19, No. 4, pp. 9-30, 2003. 10.1080/07421222.2003.11045748
R. L. Oliver, "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions", Journal of Marketing Research, Vol. 17, No. 4, pp. 460-469, 1980. 10.1177/002224378001700405
V. Venkatesh, G. M. Morris, G. B. Davis, and F. D. Davis, "User Acceptance of Information Technology: Toward a Unified View", MIS Quarterly, Vol. 27, No. 3, pp. 425-478, 2003. 10.2307/30036540
A. Bhattacherjee, "Understanding Information Systems Continuance: An Expectation-confirmation Model", MIS Quarterly, Vol. 25, No. 3, pp. 351-370, 2001. 10.2307/3250921
H. H. Lin, and Y. S. Wang, "An Examination of the Determinants of Customer Loyalty in Mobile Commerce Contexts", Information & Management, Vol. 43, No. 3, pp. 271-282, 2006. 10.1016/j.im.2005.08.001
S. Y. Komiak, and I. Benbasat, "The Effects of Personalization and Familiarity on Trust and Adoption of Recommendation Agents", MIS Quarterly, Vol. 30, No. 4, pp. 941-960, 2006. 10.2307/25148760
J. Nunnally, "Psychometric Theory (2nd ed.)", New York, NY: McGraw-Hill, 1978.
J. C. Anderson, and D. W. Gerbing, "Structural Equation Modeling in Practice: A Review and Recommended Two-step Approach", Psychological Bulletin, Vol. 103, No. 3, pp. 411-423, 1988. 10.1037/0033-2909.103.3.411
L. T. Hu, and P. M. Bentler, "Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives", Structural Equation Modeling: A Multidiscipinary Journal, Vol. 6, No. 1, pp. 1-55, 1999. 10.1080/10705519909540118

Information

Publisher :The Society of Convergence Knowledge
Publisher(Ko) :융복합지식학회
Journal Title :The Society of Convergence Knowledge Transactions
Journal Title(Ko) :융복합지식학회논문지
Volume : 11
No :3
Pages :63-71
DOI :https://doi.org/10.22716/sckt.2023.11.3.026

[1] 강석준, 임석진, "팬데믹 대처를 위한 비콘 기반 전자출입명부 설계와 구현", 융복합지식학회논문지, 제9권 제2호, pp. 83-91, 2021.

[2] https://www.ytn.co.kr/_ln/0103_202201061816025455

[3] 최준연, 조현, "스마트폰 애플리케이션의 정보 시스템 성공 요인, 중복성, 인지된 용량이 제거 행위에 미치는 영향", e-비즈니스연구, 제16권 제4호, pp. 67-82, 2015. 10.15719/geba.16.4.201508.67

[4] W. H. DeLone, and E. R. McLean, "Information Systems Success: The Quest for the Dependent Variable", Information Systems Research, Vol. 3, No. 1, pp. 60-95, 1992. 10.1287/isre.3.1.60

[5] L. F. Pitt, R. T. Watson, and C. B. Kavan, "Service Quality: A Measure of Information Systems Effectiveness", MIS Quarterly, Vol. 19, No. 2, pp. 173-187, 1995. 10.2307/249687

[6] H. Hoehle, and V. Venkatesh, "Mobile Application Usability: Conceptualization and Instrument Development", MIS Quarterly, Vol. 39, No. 2, pp. 435-472, 2015. 10.25300/MISQ/2015/39.2.08

[7] C. H. Lien, Y. Cao, and X. Zhou, "Service Quality, Satisfaction, Stickiness, and Usage Intentions: An Exploratory Evaluation in the Context of WeChat Services", Computers in Human Behavior, Vol. 68, pp. 403-410, 2017. 10.1016/j.chb.2016.11.061

[8] K. C. Lee, and N. Chung, "Understanding Factors Affecting Trust in and Satisfaction with Mobile Banking in Korea: A Modified DeLone and McLean's Model Perspective", Interacting with Computers, Vol. 21, No. 5-6, pp. 385-392, 2009. 10.1016/j.intcom.2009.06.004

[9] R. L. Oliver, "A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts", in Swartz, T.A., Bowen, D.E. and Brown, S.W. (Eds), Advances in Services Marketing and Management: Research and Practice, 2nd ed., JAI Press, Greenwich, CT, pp. 65-85, 1993.

[10] R. A. Spreng, and R. D. Mackoy, "An Empirical Examination of a Model of Perceived Service Quality and Satisfaction", Journal of Retailing, Vol. 72, No. 2, pp. 201-214, 1996. 10.1016/S0022-4359(96)90014-7

[11] W. H. DeLone, and E. R. McLean, "The Delone and McLean Model of Information System Success: A Ten-year Update", Journal of Management Information Systems, Vol. 19, No. 4, pp. 9-30, 2003. 10.1080/07421222.2003.11045748

[12] R. L. Oliver, "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions", Journal of Marketing Research, Vol. 17, No. 4, pp. 460-469, 1980. 10.1177/002224378001700405

[13] V. Venkatesh, G. M. Morris, G. B. Davis, and F. D. Davis, "User Acceptance of Information Technology: Toward a Unified View", MIS Quarterly, Vol. 27, No. 3, pp. 425-478, 2003. 10.2307/30036540

[14] A. Bhattacherjee, "Understanding Information Systems Continuance: An Expectation-confirmation Model", MIS Quarterly, Vol. 25, No. 3, pp. 351-370, 2001. 10.2307/3250921

[15] H. H. Lin, and Y. S. Wang, "An Examination of the Determinants of Customer Loyalty in Mobile Commerce Contexts", Information & Management, Vol. 43, No. 3, pp. 271-282, 2006. 10.1016/j.im.2005.08.001

[16] S. Y. Komiak, and I. Benbasat, "The Effects of Personalization and Familiarity on Trust and Adoption of Recommendation Agents", MIS Quarterly, Vol. 30, No. 4, pp. 941-960, 2006. 10.2307/25148760

[17] J. Nunnally, "Psychometric Theory (2nd ed.)", New York, NY: McGraw-Hill, 1978.

[18] J. C. Anderson, and D. W. Gerbing, "Structural Equation Modeling in Practice: A Review and Recommended Two-step Approach", Psychological Bulletin, Vol. 103, No. 3, pp. 411-423, 1988. 10.1037/0033-2909.103.3.411

[19] L. T. Hu, and P. M. Bentler, "Cutoff Criteria for Fit Indexes in Covariance Structure Analysis: Conventional Criteria versus New Alternatives", Structural Equation Modeling: A Multidiscipinary Journal, Vol. 6, No. 1, pp. 1-55, 1999. 10.1080/10705519909540118

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