e-플랫폼서비스와 기술기반 셀프서비스(Technology-based Self-Service) 설계에 관한 연구

초록

Purpose: As many new technology-based business models have recently emerged, this study intends to identify the service design dimensions of the platform service and self-service defined by service encounter technology. Composition/Logic: The design elements of platform services and self-service suggested in this study include “Equitable Use,” “Perceptible Information,” “Tolerance for Error,” and “Low Physical Effort” as suggested in universal design. This study designed a research model by using service value to mediate the relationship between service design elements and customer satisfaction. Findings: According to the analysis’ results, all four service design elements affected service value for the platform service; however, only the “Low Physical Effort” variable affected service value for self-service. Regarding the relationship between service value and customer satisfaction, platform service and self-service demonstrated a statistically significant relationship. Service value for platform services only indicated a full mediating effect in the relationship between “Low Physical Effort” and “Customer Satisfaction,” and service value has a partial mediating effect on the remaining three service design elements. The service value in self-service revealed a partial mediating effect on the relationship between “Low Physical Effort” and “Customer Satisfaction,” as opposed to platform services. Originality/Value: This study differs from existing precedent studies in that the former was conducted with people in their 20s who are highly exposed to the corresponding services for a comparison between platform service and self-service design elements. Moreover, this study is important in that the designed service design element concept involved universal design for children, adults of all ages, and even the disabled to use a product or service without difficulty.

키워드