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쿠팡 플랫폼의 물류 서비스 품질이 만족과 신뢰, 재구매의도에 미치는 영향에 관한 연구
왕김기(Jinzhi Wang),장몽택(Mengze Zhang) 한국물류학회 2023 물류학회지 Vol.33 No.2
현대 사회에 온라인 쇼핑 플랫폼 수가 갈수록 증가함에 따라 발전하고 완비되며 각종 플랫폼도 잇달아 당일 배송, 새벽 배송등 물류 서비스를 출시하여 플랫폼 간의 경쟁이 더욱 치열해지고 있다. 따라서 물류 서비스 품질과 이용자 만족도 및 신뢰가 이용자의 재구매 의도에 미치는 영향을 연구할 필요성이 제기된다. 또한, 플랫폼 물류 서비스의 유연성은 플랫폼의 성공을 돕고 다양한 그룹의 요구를 충족시키는 중요한 조력이지만 현재 관련 실증 연구는 부족하다. 따라서 본 연구에서는 온라인 쇼핑에서 물류서비스 품질의 이론적 배경을 바탕으로, 주문품질, 배송품질, 정보품질, 고객서비스 그리고 쿠팡 쇼핑 플랫폼의 특장점인 유연성과결합하여 연구모형을 구축하고 가설을 수립하였다. 이용 및 구매 경험이 있는 쿠팡 이용자들을 대상으로 2023년 1월6일부터 2월3 일까지 Google 설문방식으로 설문조사를 진행했다. 조사 종료 당시 총 500건의 설문지가 접수됐으며, 쇼핑 경험이 없는 47건과 불성실 49건을 제외한 404건의 설문지와 SPSS를 이용한 통계분석을 통해 최종 분석했다. 본 연구의 결과는 첫째, 물류 서비스 품질에서 주문품질, 배송품질, 고객서비스 및 유연성이 만족도에 정(+)적인 영향을 미치는 것으로 나타났다. 그러나 정보품질이 만족에영향을 미치지 않았다. 이는 플랫폼의 주문, 거래 및 물류와 관련된 정보의 품질이 소비자의 기대를 충족시키지 못한다는 것을 의미한다. 둘째, 물류 서비스 품질이 신뢰에 정(+)적인 영향을 미친다. 셋째, 만족도와 신뢰는 모든 사용자의 재구매의도에 정(+)적인영향을 미치는 것으로 나타났다. 이는 쇼핑 경험의 만족도와 신뢰 수준이 높은 소비자가 플랫폼의 충성도 높은 사용자가 될 가능성이 크다는 것을 의미한다. 본 연구는 물류 서비스 품질에서 유연성이 만족도와 신뢰에 미치는 인과관계를 밝혔다는 점에서 의의가 있다. 그리고 소비자의 재구매의도가 뛰어난 제품, 물류 서비스 품질에 기반을 두고 있음을 증명했다 In modern society, with the increasing number of online shopping platforms and their development, various platforms have also launched logistics services such as same-day delivery and morning delivery, and the competition among platforms has become more intense. Therefore, it is necessary to study the influence of logistics service quality, user satisfaction and trust on user repurchase intention. In addition, the flexibility of platform logistics services is an important boost to help the platform succeed and meet the needs of different groups, but there is currently a lack of relevant demonstration research. Therefore, based on the theoretical background of logistics service quality in online shopping, this study combines order quality, delivery quality, information quality, customer service and the flexibility of the Coupang shopping platform to construct a research model and establish hypotheses. From January 6 to February 3, 2023, a questionnaire survey was conducted in the form of a Google questionnaire for Coupang users with experience in using and purchasing. At the end of the investigation, a total of 500 questionnaires were received, except for 47 questionnaires with no purchase history and 49 dishonest ones, the remaining 404 questionnaires were statistically analyzed using SPSS, and finally analyzed. The results of this study show that, first of all, in terms of logistics service quality, order quality, delivery quality, customer service, and flexibility have certain positive (+) effects on satisfaction. However, information quality did not affect satisfaction. This means that the quality of information related to orders, transactions, and logistics on the platform cannot meet consumers’ expectations. Second, the quality of logistics services has a positive (+) impact on information products. Third, satisfaction and trust have a positive (+) impact on all users’ repurchase intentions. Many people are likely to become loyal users of the platform. This study reveals a causal relationship between flexibility and satisfaction and trust, with important implications. And it proves that consumers’ repurchase intention is based on excellent product and logistics service quality
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Jun, Tie,Wang, Jinzhi,Feng, Enmin Korean Society of Computational and Applied Mathem 2008 Journal of applied mathematics & informatics Vol.26 No.1
This paper is motivated by the problem of fitting a group of cuboids into a simplified rotating vessel of the artificial satellite. Here we introduce a combinatorial optimization model which reduces the three-dimensional layout problem with behavioral constraints to a finite enumeration scheme. Moreover, a global combinatorial optimization algorithm is described in detail, which is an improved graph-theoretic heuristic.
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Junjie Fu,Jinzhi Wang 제어·로봇·시스템학회 2014 International Journal of Control, Automation, and Vol.12 No.5
This paper studies the adaptive consensus tracking problem for multi-agent systems modeled as high-order integrators with uncertain nonlinear dynamics under directed communication graphs. By parameterizing the unknown dynamics of the agents and the unknown input of the leader, two de-centralized tracking control laws are designed using the state information and only the output informa-tion, respectively. With state information, globally uniformly ultimately bounded consensus tracking with arbitrarily small tracking errors can be achieved and when only output information is available, based on high-gain observers, semi-global result can be obtained. Numerical examples are provided to illustrate the effectiveness of the controllers.
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Finite-gain Lp Consensus of Multi-agent Systems
Xi Yang,Jinzhi Wang 제어·로봇·시스템학회 2013 International Journal of Control, Automation, and Vol.11 No.4
This paper studies consensus problems for multi-agent systems modeled by linear time-invariant systems with external disturbances under a fixed directed communication topology. It is shown that consensus can be achieved if each agent with the same disturbance signals. But the result is different for each agent with different disturbances. In this case, the finite-gain Lp consensus is introduced to describe the effects of the external disturbance on the consensus performance. A necessary and sufficient condition for reaching finite-gain Lp consensus is presented, and analytic estimation of the Lp gain is given. A distributed algorithm is proposed to ensure that the finite-gain L2 consensus can be reached with a desired L2 gain. Numerical examples are given to illustrate the given results.
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Tie Jun,Jinzhi Wang,Enmin Feng 한국전산응용수학회 2008 Journal of applied mathematics & informatics Vol.26 No.1
This paper is motivated by the problem of fitting a group of cuboids into a simplified rotating vessel of the artificial satellite. Here we introduce a combinatorial optimization model which reduces the threedimensional layout problem with behavioral constraints to a finite enumeration scheme. Moreover, a global combinatorial optimization algorithm is described in detail, which is an improved graph-theoretic heuristic. This paper is motivated by the problem of fitting a group of cuboids into a simplified rotating vessel of the artificial satellite. Here we introduce a combinatorial optimization model which reduces the threedimensional layout problem with behavioral constraints to a finite enumeration scheme. Moreover, a global combinatorial optimization algorithm is described in detail, which is an improved graph-theoretic heuristic.
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