臺灣博碩士論文加值系統

摘 要
本研究以整合性科技接受使用理論(UTAUT)為理論基礎，結合資訊系統成功模式(ISS)之系統品質及資訊品質構念與社會認知理論(SCT)之電腦自我效能及電腦焦慮構念，探討影響國際觀光旅館前檯從業人員使用前檯資訊系統的行為因素。首先探討預期績效、預期付出、社會影響、電腦自我效能、資訊品質及系統品質對行為意向之影響；其次探討行為意向、電腦自我效能及電腦焦慮對使用行為之影響；進而評估本研究假設模型對國際觀光旅館前檯資訊系統使用行為之適用性。
本研究採用問卷調查進行研究。首先，根據文獻探討發展本研究所需之前測問卷；其次，針對中部地區兩家國際觀光旅館之前檯作業人員進行前測；最後，本研究以比例分層隨機取樣方式選取國內12家國際觀光旅館發放問卷，本研究總共發放360份問卷，有效問卷計290份，有效回收率為80.1%，並以結構方程模式驗證本研究之各項研究假說。本研究結論如下：
一、前檯作業人員對於預期績效的認知最高；對於電腦焦慮的認知最低。
二、前檯作業人員對於使用行為的認知差異最大；對於系統品質的認知差異最小。
三、預期績效對行為意向、社會影響對行為意向及行為意向對使用行為有直接影響效果；而預期績效及社會影響均透過行為意向對使用行為產生間接影響效果。
四、電腦自我效能對預期績效有直接影響效果。
五、資訊品質對預期績效及系統品質對預期付出有直接影響效果；而資訊品質可透過預期績效及行為意向對使用行為產生間接影響效果。
六、預期績效、預期付出、社會影響、電腦自我效能、電腦焦慮、資訊品質、系統品質及行為意向對使用行為之直接與間接解釋能力為65%。
經由分析性別、年齡、年資、教育程度及服務單位等五項調節變項之干擾效果發現，不同調節變項分別會對不同路徑係數產生顯著性影響。最後，本研究依據相關文獻分析及實證研究發現結果，提出實務管理意涵及後續研究之建議。

關鍵字：國際觀光旅館、前檯資訊系統、使用行為模式

Abstract
Based on the Unified Theory of Acceptance and Use of Technology (UTAUT), this study integrated the system quality and information quality constructs in Information Systems Success (ISS) Model and the computer self-efficacy and computer anxiety constructs in the Social Cognitive Theory (SCT) to explore factors affecting usage of front office systems (FOS) among front office clerks in international tourist hotels. The effects of performance expectancy, effort expectancy, social influence, computer self-efficacy, information quality, and system quality on behavior intention were examined, and in turn the effects of behavior intention, computer self-efficacy, and computer anxiety on actual use behavior were investigated. Finally, the applicability of the proposed model to the usage behavior of FOS among international tourist hotel front office clerks was also verified.
The questionnaire survey method was adopted. A pretest questionnaire was developed according to previous literature. The pretest questionnaire was administered to front office clerks in two international tourist hotels in central Taiwan. Later, based on proportionate stratified random sampling, 12 international tourist hotels were selected for the formal survey. A total of 360 questionnaires were distributed, and 290 valid responses were obtained. The valid response rate was 80.1%. The proposed hypotheses were tested through structural equation modeling. Major findings of this study include:
a.The front office clerks had highest cognition of performance expectancy and lowest cognition of computer anxiety.
b.The difference in their cognition of actual use was the largest, and the difference in their cognition of system quality was the smallest.
c.Performance expectancy and social influence had direct effects on behavior intention; behavior intention had direct effects on actual use; both performance expectancy and social impact would indirectly affect actual use via behavior intention.
d.Computer self-efficacy would directly influence performance expectancy.
e.A direct relationship was found between information quality and performance expectancy and between system quality and effort expectancy; information quality could indirectly influence actual use via performance expectancy and behavioral intention.
f.Performance expectancy, effort expectancy, social influence, computer self-efficacy, computer anxiety, information quality, system quality, and behavior intention could explain, both directly and indirectly, 65% variance of usage behavior.
The analysis of the moderating effect of the five moderators, including gender, age, seniority, education, and service department, revealed that these moderators had significant influences on various path coefficients. Finally, based on findings in previous literature and empirical evidence in this paper, management implications and suggestions for future research were proposed.

Keywords: international tourist hotel, front office system, usage behavior model

目 錄 頁碼
摘要 I
Abstract III
謝誌 V
目錄 VII
圖次 XI
表次 XIII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 7
第三節 研究方法與步驟 8
第四節 研究範圍及限制 11
第五節 名詞釋義 12
第二章 文獻探討 15
第一節 國際觀光旅館的發展及現況分析 15
第二節 前檯資訊系統與相關研究 26
第三節 使用行為理論與相關研究 41
第四節 整合性科技接受使用理論與相關研究 69
第五節 資訊系統成功模式與相關研究 79
第六節 使用行為模式與資訊系統成功模式之
結合與相關研究 91
第七節 旅館資訊系統使用行為之相關研究 98
第八節 結語 103
第三章 研究設計與實施 111
第一節 研究架構 111
第二節 研究假說 113
第三節 研究變項 121
第四節 研究對象 131
第五節 研究工具 134
第六節 研究實施 141
第七節 資料處理 145
第四章 結果分析與討論 151
第一節 描述性分析與討論 151
第二節 問卷信度分析與討論 157
第三節 驗證性因素分析與討論 159
第四節 結構模型分析與討論 175
第五節 調節變項分析與討論 187
第六節 研究假說驗證與討論 211
第五章 結論與建議 227
第一節 結論 228
第二節 建議 235
參考文獻 239
壹、中文部分 239
貳、西文部分 241
附錄 265
附錄一 266
附錄二 268

圖 次 頁碼
圖1-1 研究流程 10
圖2-1 國際觀光旅館的組織架構 31
圖2-2 國際觀光旅館之旅館資訊系統架構 32
圖2-3 前檯各單位和旅客互動關係 34
圖2-4 旅館前檯資訊系統架構圖 36
圖2-5 旅館前檯資訊系統外界連線系統架構圖 37
圖2-6 理性行動理論模式 41
圖2-7 計劃行為理論 44
圖2-8 科技接受模式 46
圖2-9 科技接受模式II 48
圖2-10 結合計畫行為理論與科技接受模式 51
圖2-11 科技接受之動機理論模式 53
圖2-12 人際行為理論模式 55
圖2-13 個人電腦使用模式 56
圖2-14 創新-決策過程過程 61
圖2-15 創新擴散模型 63
圖2-16 社會認知理論架構圖 64
圖2-17 電腦自我效能模式 68
圖2-18 UTAUT模式 77
圖2-19 流程模式與因果模式 80
圖2-20 D&M資訊系統成功模式 81
圖2-21 修正後的D&M模式 88
圖2-22 修正後D&M 資訊系統成功模型 90
圖2-23 科技接受模式三種常見延伸方式 93
圖2-24 Wixom & Todd (2005)的整合模式 96
圖3-1 本研究架構 112
圖3-2 SEM基本概念圖示 147
圖4-1 本研究之測量模型 160
圖4-2 路徑模型的關聯結構 176
圖4-3 修飾後路徑模型之路徑係數 182
圖4-4 假說驗證後之路徑圖(不含調節變項) 211
圖5-1 預期績效、預期付出、社會影響、行為意向及使用行為之關係圖 230
圖5-2 電腦自我效能、電腦焦慮、預期績效、行為意向及使用行為之關係圖 233
圖5-3 資訊品質、系統品質、預期績效、預期付出、行為意向及使用行為之關係圖 234

表 次 頁碼
表2-1 台灣國際觀光旅館數量分佈表 16
表2-2 台灣國際觀光旅館業發展經過 18
表2-3 觀光旅館分類與說明 21
表2-4 台灣國際觀光旅館業的經營類型 22
表2-5 台灣地區國際觀光旅館資訊系統應用範圍 33
表2-6 個人電腦使用模式相關實證研究整理 58
表2-7 預測「行為意向」的構念比較-自願 72
表2-8 預測「行為意向」的構念比較-強制 73
表2-9 UTAUT各構念之定義及相對應構念 76
表2-10 D&M 資訊系統成功模式之實證研究 85
表2-11 使用行為相關理論構念整理表 104
表2-12 旅館資訊系統使用行為相關理論構念整理表 108
表3-1 本研究假設彙整 119
表3-2 本研究潛在變數及其操作定義彙整 130
表3-3 台灣地區國際觀光旅館名錄 132
表3-4 本研究問卷問項結構 136
表3-5 預試信度分析表 139
表3-6 比例分層隨機取樣之國際觀光旅館名錄 144
表3-7 各種模式適配度評鑑指標 150
表4-1 各變項敘述分析 154
表4-2 樣本特徵之結構分析 156
表4-3 信度分析表 158
表4-4 測量模型之驗證性因素分析彙整 162
表4-5 測量殘差變異量估計值 163
表4-6 潛在構念之間相關係數估計值(僅列估計值>0.75者) 163
表4-7 測量模型之基本適配度檢定摘要表 164
表4-8 整體模型適合度檢定摘要表 165
表4-9 模型內在結構適配度檢定摘要表 166
表4-10 修飾後測量模式各構念之Cronbach α值 168
表4-11 修飾後測量模型之驗證性因素分析 169
表4-12 修飾前、後測量模型之基本適配度檢定摘要表 170
表4-13 修飾前、後整體模型適合度檢定摘要表 170
表4-14 模型內在結構適配度檢定摘要表 171
表4-15 測量模型(修飾後)之收斂效度分析 173
表4-16 模型(修飾後)之區別效度分析 174
表4-17 路徑模型之路徑係數分析彙整 178
表4-18 修飾前/後路徑模型之適合度檢定摘要表 179
表4-19 修飾後路徑模型之路徑係數分析彙整 181
表4-20 修飾後路徑模型之影響效果分析 185
表4-21 路徑分析各項效果值 186
表4-22 不同性別對潛在構念認知的差異性分析(1) 188
表4-23 不同性別對潛在構念認知的差異性分析(2) 189
表4-24 「男性群體」路徑模型之路徑係數 190
表4-25 「女性群體」路徑模型之路徑係數 191
表4-26 性別變項對路徑模型之調節影響 191
表4-27 不同年齡別對潛在構念認知的差異性分析(1) 192
表4-28 不同年齡別對潛在構念認知的差異性分析(2) 193
表4-29 「年輕群體」路徑模型之路徑係數 194
表4-30 「年長群體」路徑模型之路徑係數 195
表4-31 年齡變項對路徑模型之調節影響 195
表4-32 不同年資別對潛在構念認知的差異性分析(1) 196
表4-33 不同年資別對潛在構念認知的差異性分析(2) 197
表4-34 「資淺群體」路徑模型之路徑係數 198
表4-35 「資深群體」路徑模型之路徑係數 199
表4-36 年資變項對路徑模型之調節影響 199
表4-37 不同教育程度對潛在構念認知的差異性分析(1) 201
表4-38 不同教育程度對潛在構念認知的差異性分析(2) 201
表4-39 「低學歷群體」路徑模型之路徑係數 202
表4-40 「高學歷群體」路徑模型之路徑係數 203
表4-41 教育程度變項對路徑模型之調節影響 203
表4-42 不同服務單位別對潛在構念認知的差異性分析(1) 205
表4-43 不同服務單位別對潛在構念認知的差異性分析(2) 206
表4-44 「櫃臺群體」路徑模型之路徑係數 207
表4-45 「非櫃臺群體」路徑模型之路徑係數 207
表4-46 服務單位變項對路徑模型之調節影響 208
表4-47 五個調節變項對各潛在構念平均數之影響分析彙整表 209
表4-48 五個調節變項對路徑係數之影響分析彙整表 210
表4-49 電腦自我效能→預期績效之假驗證結果 213
表4-50 電腦自我效能→電腦焦慮之假驗證結果 214
表4-51 電腦焦慮→使用行為之假驗證結果 216
表4-52 電腦自我效能→使用行為之假驗證結果 217
表4-53 資訊品質→預期績效之假驗證結果 219
表4-54 系統品質→預期付出之假驗證結果 220
表4-55 預期績效→行為意向之假驗證結果 221
表4-56 預期付出→行為意向之假驗證結果 223
表4-57 社會影響→行為意向之假驗證結果 224
表4-58 行為意向→使用行為之假驗證結果 226

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