The Effect of Smart-store Service Characteristics on User Satisfaction and Continuous Use Intention

Smartstore is establishing themselves as the optimal digital shopping platform that provides services that can meet the needs of sellers and consumers. As the service characteristics of an online and digital-based shopping platform are efficiently provided, the number of users has rapidly increased, and it has grown into a shopping platform that represents the e-business market. As such, Smartstore is leading the e-commerce industry and market, but research on Smartstore is focused only on research on platform characteristics, development direction, and user characteristics, so research focusing on service characteristics factors is insufficient. Therefore, it is of research significance to contribute to the development of the industry and market by providing data and analysis results so that sustainable growth can be achieved through analysis of the service characteristics of Smartstore and the impact relationship between platform users. The method of the study was to empirically analyze how convenience and accessibility, payment and delivery, customized marketing, and customer relationship management services derived from service characteristics by sampling Smartstore users affect user satisfaction and intention to use. In addition, when looking at the research results based on the characteristics and attributes of services provided by existing online and digital shopping platforms, it tried to understand which service characteristics and attributes are significant to platform users. Through this, we intend to present the optimal service strategy and operation plan that can effectively act on platform users.