기대불일치모형에 기반한 모바일 애플리케이션 사용자 만족에 관한 연구: 스마트폰과 태블릿 사용자 집단의 비교
A Study on User Satisfaction of Mobile Applications based on Expectation Disconfirmation Model: Focused on Comparison between Smartphone and Tablet User Group
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초록
모바일 애플리케이션 만족에 대한 기대, 지각된 성과, 그리고 기대불일치의 영향을 분석하고, 스마트폰과 태블릿 사용자 집단 간의 차이를 분석하기 위해 기대불일치이론에 기반한 연구모형을 수립하였다. 분석결과, 사용자 만족에 가장 큰 영향을 주는 요인은 두 집단 모두 지각된 성과로 나타났다. 두 집단 간의 차이를 분석하기 위해 잠재평균분석을 실시한 결과 기대, 성과, 기대불일치, 만족 모두에서 유의미한 차이가 있는 것으로 나타났다. 스마트폰 사용자 집단에서는 기대가 사용자 만족과 지각된 성과에 정의 영향을 주었지만, 태블릿 사용자 집단에서는 사용자 만족에 부의 영향을 주고, 지각된 성과에는 영향을 주지 않는 것으로 나타났다.
Abstract
Based on the expectation disconfirmation theory, the research model was generated to examine the effects of the expectation, perceived performance and disconfirmation on mobile applications user satisfaction and to investigate the difference between smartphone user group and tablet user group. As a result, perceived performance was found to be the most influential factor on user satisfaction in both groups. Smartphone and tablet users were significantly different in Latent means analysis of all factors. In smartphone user group, expectation was found to have positive effects on the users satisfaction. But expectation negative effected on the users satisfaction in tablet user group. A significant and positive relationship is detected between expectation and perceived performance in smartphone user group, but there is no significant relationship in tablet user group.
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