隨著全世界網路的普及化，使用網路的人口越來越多，全球上網人口也逐年高度增加。而網路更帶動了釵h網路上的弁鉬P服務(例如: 資訊的豐富、多媒體應用以及具有特色的個人網頁…等)。電子商務近年來的研究著作甚多，而與電子商務密不可分的是網路與網站，通常一個設計良好的網站，較容易留住顧客。本研究應用差異理論的概念並根據DeLone and McLean (2003)所提出的資訊系統成工力模式中三個品質(資訊品質、系統品質、服務品質)的維度做探討。本研究希望透過對於網站的資訊、系統以及服務品質的了解並根據差異理論，更深入探討使用者期望與認知品質之間的差異對於使用者滿意度的影響，並更一步改善網站設計以使其持續使用該網站。
本研究的受測者為有真正使用過Yahoo拍賣網站之使用者，根據網路問卷所收集的結果並經由ANOVA分析與迴歸分析，顯示當品質的認知與品質的期望差異越大時，滿意度會越低，持續使用也會越低；而當品質的認知與品質的期望之間有正向差異時，對滿意度會有較大的影響。

To understand the impact of information system (IS) quality discrepancies on user satisfaction, the discrepancy theory and IS success model are applied in this study. The discrepancies of three IS quality variables (information quality, system quality, and service quality) based on IS success model are measured. Subsequently, the effects of IS quality discrepancies on user satisfaction are examined.
A survey was conducted and the respondents were people with experience on using Yahoo auction Website. The result of ANOVA and regression analysis indicated that the greater user’s discrepancies between perception and expectation of IS quality variables will lead to the lower user satisfaction and their intent to use. Furthermore, the more positive user’s discrepancies between perception and expectation of IS quality variables will lead to the higher user satisfaction. Implications from the findings are also provided.

第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的與問題 3
第三節 研究貢獻 4
第四節 研究流程 5
第二章 文獻探討 6
第一節 差異理論 6
一、 差異理論之概念 6
二、 差異理論之相關研究 7
三、 差異之衡量 10
四、 期望確認理論之概念與相關研究 12
第二節 網站品質 22
一、 品質的定義 22
二、 資訊品質、系統品質、服務品質與滿意度之模式 22
第三節 持續使用之意圖 38
第三章 研究方法 40
第一節 研究架構 40
第二節 研究假說 41
第三節 變數之操作型定義與衡量 43
第四節 研究設計 46
一、 研究對象及調查方式 46
二、 研究工具 47
三、 問卷設計 47
四、 問卷前測、預測與修正 48
五、 問卷收集 48
第五節 資料分析方法 49
第四章 資料分析與討論 54
第一節 有效樣本基本敘述統計分析 54
第二節 信效度分析 58
一、 信度分析 58
二、 效度分析 59
第三節 模式基本假說檢定 66
第四節 假說檢定 68
一、 ANOVA分析 69
二、 迴歸分析 70
第五節 結果與討論 74
一、 結果說明與解釋 74
二、 與其他相關研究結果之比較 75
第五章 結論與建議 77
第一節 研究結論 77
第二節 研究建議 78
第三節 研究限制 80
第四節 未來研究方向 81
參考文獻 83
【中文部份】 83
【英文部份】 83
附錄 一 問卷內容 90

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