臺灣博碩士論文加值系統

隨著科技的進步，各式各樣的傳遞訊息及溝通工具逐漸被普遍使用，環境的改變迫使Call Center轉型成整合多管道進線模式的Contact Center，所以得重新架構新一代的相關資訊系統，並且投入大量人力、物力進行開發工作。因此若能以使用者角度來思考哪些關鍵因素會驅使客服人員持續使用資訊系統？對系統的開發與成功有極大的幫助。

為了解這些關鍵因素，本研究利用解構計畫行為理論(DTPB)為主，並參考其他文獻加入了資訊品質及系統品質構面，以某電信公司客服人員進行調查研究，對該電信公司北部固網業務之客服人員發放330份問卷，回收有效問卷256份，且以結構方程模式進行分析。

研究結果發現，一、易用認知因素、有用認知因素、相容性因素對採用資訊系統的態度有正向的影響。二、資訊品質因素及系統品質因素對使用者知覺之滿意度因素有正向影響。三、除了主觀認知因素外，系統使用者態度因素以及使用者知覺之滿意度因素對持續使用行為意向有正向影響。

The revolution of information technology (IT) and the spread of the Internet make communication more convenient. The traditional Call Center cannot support such change. In order to construct multi-channel Contact Centers, investigation on agents’ motivation to use information system is needed. In addition, it is essential to find out the key factors that affect agents’ motivation to use information system.

The present study used Decomposed Theory of Planned Behavior (DTPB) to explore the issue and reviewed some aspects of information quality and system quality from other references. 256 out of 330 questionnaires were completed by agents and analyzed with Structural Equation Model (SEM).

The results showed that:

1、Perceived Usefulness、 Perceived Easy of use and
Perceived Risk factors have positive influence on
Attitude.

2、The information quality and system quality factors have
positive influence on users’satisfaction.

3、Aside from subjective norm factor, system users’
attitude and users’ satisfaction have positive
influence on behavioral intention.

書名頁..................................................i
論文口試委員審定書 ......................................ii
授權書..................................................iii
中文提要................................................iv
英文提要................................................v
誌謝....................................................vi
目錄....................................................vii
表目錄..................................................ix
圖目錄..................................................x
第一章 緒論............................................1
第一節 研究背景與動機................................1
第二節 研究範圍與對象................................7
第三節 研究目的 ......................................7
第四節 研究流程 ......................................9
第二章 文獻探討........................................10
第一節 客服中心 ......................................10
第二節 客服資訊系統..................................13
第三節 其他資訊系統..................................15
第四節 意向行為相關理論之探討........................17
壹、理性行為理論.................................17
貳、科技接受理論.................................19
參、計畫行為理論.................................21
第五節 資訊系統成功之相關理論........................26
壹、創新擴散理論.................................26
貳、資訊系統成功模型.............................29
參、TAM延伸應用..................................31
肆、解構計畫行為理論.............................33
第三章 研究方法........................................37
第一節 研究模式與假說................................37
壹、研究假說.....................................38
第二節 變數操作型定義與衡量..........................40
第三節 問卷設計與內容................................44
第四節 資料調查方法..................................49
第五節 資料分析方法..................................50
第六節 資料分析方法..................................58
第四章 資料分析........................................59
第一節 問卷編碼 ......................................59
第二節 樣本結構之敘述性..............................61
第三節 模式的界定....................................62
第四節 常態檢定信效度與CFA各項指標檢查...............65
第五節 結構模式分析..................................78
第五章 結論與建議 ......................................89
第一節 研究結論 ......................................89
第二節 管理意涵與建議................................94
第三節 研究貢獻 ......................................95
第四節 研究限制 ......................................95
第五節 未來研究方向..................................96
參考文獻................................................98
附錄一：問卷............................................104

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