배달 어플리케이션 사용 속성이 20대 중심 고객 경험에 미치는 영향: 지속가능성 가치의 조절효과

초록

This study investigates the relationships among ease of use, information credibility, UX/UI satisfaction, and customer experience in the context of food delivery applications, with a particular focus on the moderating role of sustainability value. A total of 200 valid survey responses were used for the final analysis. and structural equation modeling (SEM) was conducted using Amos 21.0 to test the proposed hypotheses. The results show that ease of use, information credibility, and UX/UI satisfaction all have significant positive effects on customer experience, with UX/UI satisfaction having the strongest influence. Furthermore, sustainability value was found to significantly moderate the effects of ease of use and information credibility on customer experience. However, its moderating effect was not significant in the relationship between UX/UI satisfaction and customer experience. Theoretical implications and directions for future research are discussed in the conclusion.

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