臺灣博碩士論文加值系統

軟體即服務（Software as a Service；SaaS）是由SaaS服務供應商將軟體及應用程式服務以網路形式進行，提供使用者所需的軟、硬體資源，在現今環境中越來越多使用者使用SaaS服務進行協同作業，且SaaS服務除了能提升自我管理效能外，亦能減少成本及提升效率。本研究應用社會交換理論（Social exchange theory；SET）中的信任為基礎理論，分析SaaS服務品質（Service Quality）如何提升使用者對SaaS服務供應商的信任（Trust）程度，進而提升使用者對SaaS服務的持續使用意圖（Intention to Continuance），研究模式結合服務品質（環境品質、產出品質）與信任（能力信任、開放信任），探討使用者與服務供應商之間的互動關係，藉此提升使用者持續使用之意願。
本研究採用網路問卷調查法，透過提供問卷服務的平台，設計網頁版問卷，透過社群網站，針對使用SaaS服務協助日常及工作的人員進行站進行發佈。
受訪者於網路問卷中填寫本身在使用「SaaS服務」的體驗、對服務供應商之信任度及意願等，再利用偏最小平方法(PLS)進行分析使用「SaaS服務」的服務品質、信任及持續使用意圖之間的影響。
本研究之有效問卷為205份，其研究結果顯示，（1）服務品質皆會增加使用者對SaaS服務供應商的信任；（2） SaaS服務供應商的信任能提升持續使用意圖。

SaaS (Software as a Service, SaaS) is a network software and application service by the service providers, provide the software and hardware resource that the user needs. Now, more and more people use SaaS services that can self-management and improve performance, it also can help reduce costs and improve efficiency.
In this study, we used trust in Social Exchange Theory (SET). To analyze SasS Service Quality how to improve user confidence in SaaS service providers, and thus enhance the user''s continued use of SaaS services intention. The research model combined the service quality (Environment Quality & Outcome Quality) and the trust(Competence-based trust & Openness-based trust). To investigate the interaction between users and between SaaS service providers in order to enhance the continued use of the intention.
The study use Questionnaire Survey, The study use Questionnaire Survey, by the social networking sites, to take the personnel of use SaaS service as a questionnaire to issue object.
Respondents filled in the questionnaire, that in regard to the experience in the use of SaaS services, towards the service providers for trust, and continued use of the intention. Used of the partial least squares (PLS) to analysis the impact of SaaS services quality, trust and the intention.
Our effective questionnaires is 205. The results showed that: (1) Service quality will increase the users in toward SaaS service providers for trust; (2) SaaS service providers trust can be increased the intention of users use of SaaS services.

中文摘要 I
ABSTRACT II
誌謝 IV
目錄 V
表目錄 VIII
圖目錄 IX
第壹章　緒論 1
一、研究背景 1
二、研究動機 3
三、研究目的 4
四、研究範圍 5
五、論文架構與研究程序 6
第貳章　文獻探討 8
一、雲端運算服務 8
（一）雲端運算服務之概念 8
（二）雲端SaaS服務 11
二、社會交換理論（SET） 14
三、持續使用意圖 15
四、信任（Trust） 16
（一）能力信任（Competence-based trust） 19
（二）開放信任（Openness-based trust） 21
五、服務品質（Service Quality） 22
（一）服務品質之定義 22
（二）環境品質（Environment Quality） 25
（三）產出品質（Outcome Quality） 26
第參章　研究設計與方法 27
一、研究模型與各變項之說明 27
（一）自變數 29
（二）依變項 29
（三）控制變數 30
二、研究假說推論與建立 30
（一）「信任」與「持續意圖」之關係 30
1. 能力信任與持續使用意圖 32
2. 開放信任與持續使用意圖 32
（二）「服務品質」與「信任」之關係 33
1. 環境品質與能力信任 34
2. 環境品質與開放信任 34
3. 產出品質與能力信任 35
4. 產出品質與開放信任 35
三、研究變數之操作性定義與衡量 36
四、問卷設計 40
五、研究樣本 42
第肆章　資料收集與分析 43
一、資料收集與描述 43
二、共同方法變異檢測 46
三、資料分析與描述 46
（一）測量模式（measurement model）分析 47
（二）結構模式（structural equation model）分析 54
第伍章　討論與結論 58
一、研究發現 58
二、研究貢獻及管理意涵 61
三、研究限制 62
四、未來研究方向 63
參考文獻 64
一、英文文獻 64
二、中文文獻 76

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