(3.227.235.183) 您好!臺灣時間:2021/04/13 22:43
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
: 
twitterline
研究生:蘇東福
研究生(外文):Su Tung-Fu
論文名稱:網路企業成功模式之研究-以OnlineComputerLibraryCenter為例
論文名稱(外文):On A Practical Business Model for Successful Online Services-A Case Study of Online Computer Library Center
指導教授:林蘋林蘋引用關係
指導教授(外文):Teresa L. Ju
學位類別:碩士
校院名稱:樹德科技大學
系所名稱:資訊管理研究所
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2006
畢業學年度:94
語文別:中文
論文頁數:118
中文關鍵詞:系統品質資訊品質服務品質符合確認滿意度持續使用意向
外文關鍵詞:System QualityInformation QualityService QualityConfirmationSatisfactionIS Continuance Model
相關次數:
  • 被引用被引用:0
  • 點閱點閱:217
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
1990年代中期,由於Internet與Web技術逐漸成熟,企業發現可以利用快速、低成本與跨越地理限制的網路特性,並且在不用實體店面租金、裝潢及水電費用的成本之下,每天24小時與顧客進行雙向互動及線上服務,完成商業交易;因此「.com」在創投公司、媒體的推波助瀾下,產生了迷思,而紛紛投入大筆資金與人力,建置網路線上服務系統。
但是從2000年初全球經濟衰退後,許多當初嚐到甜果的網路企業,也禁不起一波波實體的考驗,而陸續出現泡沫效應,接連宣佈裁員,以渡過現實環境的考驗。然而,美國線上電腦圖書館中心(Online Computer Library Center;簡稱OCLC)卻歷經近四十年仍屹立不搖,服務對象更擴及至全球109個國家,包含各個國家主要的圖書館,如美國國會圖書館、大英圖書館、加拿大國家圖書館、台灣國家圖書館等在內的五萬多個圖書館,成為網路企業線上系統最為成功的典範。
本研究利用期望符合理論、資訊系統持續使用模式,並輔以衡量資訊系統品質的各項構面,整理結合出一研究模型,針對目前國內使用OCLC線上系統之圖書館館員,透過選取變數及衡量方式,以問卷進行調查系統品質、資訊品質、服務品質對符合確認及滿意度的影響、符合確認對滿意度的影響、符合確認對資訊系統持續使用意向的影響及滿意度對資訊系統持續使用意向的影響。本研究計發放482份問卷,實際回收有效問卷為138份,收集的資料,以SPSS 10版統計套裝軟體作為分析工具,並使用(1)敍述性統計分析,進行樣本結構的分析。(2)信、效度分析,用來測量問卷信度和效度。(3)獨立樣本t檢定、單因子變異數分析,用來檢視樣本之間是否存在差異性(4)迴歸分析,用以驗證本研究模式對資訊系統持續使用行為意向的解釋能力。
研究結果發現,當顧客對於線上服務系統愈滿意,符合確認程度愈高,對於持續使用線上服務系統的意願也愈強烈。而線上服務系統所提供的服務品質、資訊品質及系統品質愈好,則顧客對於線上服務系統的滿意度和符合確認程度也會愈高。本研究所提出之資訊系統持續使用衡量模式,可做為網路企業導入線上服務系統時之參考。
In the mid-1990s, entrepreneurs discovered the features of the Internet and the World Wide Web: online, faster transactions, lower costs, no restriction of geographic borders, twenty-four hour a day customer interaction, and better customer services over running the traditional way, which incurs extra fees of rent, decoration, and utilities. These features combined with unrealistic news reported by the media and venture capital companies have driven people to delusions about dot-com companies and invest vast funds and labor in them to create online services.
Due to the global economic recession of 2000, many dot-com companies which flourished at beginning were later forced to announce layoffs. However, certain organizations remained unscathed. One of these is the Online Computer Library Center (OCLC) which services more than 109 countries and 54,796 libraries such as the US Congress Library, the British Library, the Canada Library, and the Taiwan National Library. The OCLC has become the most successful model of an online service company.
The research model is based on the Expectation-Confirmation Theory (ECT) (Oliver, 1980), IS Continuance Model (Bhattacherjee, 2001), and constructs evaluating information system quality. The purpose of this research is to investigate how system quality, information quality, and service quality affect both confirmation and satisfaction. Also investigated is how confirmation affects satisfaction and how confirmation and satisfaction affect IS Continuance Intention. A total of 482 questionnaires were sent to the librarians in Taiwan who use the OCLC online system. SPSS statistical analysis software was used to analyze the 138 valid samples.
The results have shown that customers are willing to use the online system when they are satisfied with the system, and the satisfaction will be higher when the online system provides better quality of information and services. The results can be applied by entrepreneurs wishing to develop online services.
中文摘要 i
英文摘要 ii
誌謝 iii
目錄 iv
表目錄 vi
圖目錄 viii
一、緒論 1
1.1 研究背景 1
1.2 研究動機 2
1.3 研究目的 4
1.4 研究範圍 4
1.5 論文結構與研究程序 4
1.5.1 論文結構 4
1.5.2 研究流程 5
二、文獻探討 8
2.1 網路網際與網際企業 8
2.1.1網際網路的發展 8
2.1.2全球資訊網 10
2.1.3網際網路的特質 12
2.1.4網路企業 15
2.1.5美國線上電腦圖書館中心 18
2.2 期望符合理論相關文獻探討 22
2.2.1理論概念 22
2.2.2期望符合理論重要研究議題 26
2.3 資訊系統績效衡量指標 30
2.3.1資訊系統衡量相關理論 30
2.3.2系統品質 34
2.3.3資訊品質 35
2.3.4服務品質 37
三、研究架構與方法 41
3.1 研究架構 41
3.2 研究假說 42
3.3 研究變項與問卷設計 47
3.3.1 研究變項的操作型定義 47
3.3.2 問卷設計 48
3.3.3 問卷架構 51
3.3.4 問卷測試 52
3.3.5 研究對象及問卷發放 54
3.4 資料分析 57
3.4.1 敘述性統計分析 58
3.4.2 信度分析 58
3.4.3 效度分析 59
3.4.4 獨立樣本t檢定 60
3.4.5 單因子變異數分析 60
3.4.5 迴歸分析 61
四、研究結果 62
4.1 問卷回收情形與樣本特性分析 62
4.1.1 資料收集 62
4.1.2 人口統計變數分析 63
4.1.3各個潛在研究變項之敘述性統計分析 65
4.2 信、效度分析 67
4.2.1 效度分析 67
4.2.2 信度分析 74
4.3 獨立樣本t檢定 76
4.4單因子變異數分析 76
4.4.1 年齡層屬性變項 77
4.4.2 學歷背景屬性變項 78
4.5 迴歸分析 79
五、結論與建議 84
5.1 研究結論 84
5.2 研究貢獻 86
5.3 研究限制 87
5.4 研究建議 88
參考文獻 90
附錄一 信度分析因素分析–先導測試 102
附錄二 OCLC產品與服務一覽表 105
附錄三 實體研究問卷 107
附錄四 網頁問卷 111
1.林東清,1995,“影響企業引進資訊科技成效之組織因素”,管理評論(TSSCI),14卷2期,頁59-84。
2.林蘋、陳素緩、蘇東福,2005,“網路社群知識分享影響因素之探討”,崑山科技大學學報,第二期,頁33-84。
3.陳勁甫、陳威亞,2005,“不同類型遊客的遊憩動機與滿意度對重遊意願之關聯性分析-以渡假型休閒農場為例”,戶外遊憩研究,18卷,1期,頁 23-46。
4.翁崇雄,2000,“服務品質評量模式之比較研究”,中山管理評論,8卷1期,頁105-122。
5.劉春銀,『美國線上電腦圖書館中心(OCLC)之發展現況』,全國圖書資訊網路通訊,1992年7月,1卷4期。頁11-13+10。
6.Ajzen, I., 1991, “The Theory of Planned Behavior”, Organizational Behavior and Human Decision Processes, Vol. 50, pp. 179-211.
7.Alba, J., Lynch, J.W.B., Janiszewski, C., Lutz, R., Sawyer, A., and Wood, S., 1997, “Interactive home shopping: Consumer, retailer, and manufacturer incentives to participate in electronic marketplace”, Journal of Marketing, Vol. 61, No. 3, pp. 38-53.
8.Anderson, E. W., and Sullivan, M. W., 1993, “The Antecedents and Manufacturer Firm Working Partnerships”, Marketing Science. Vol. 12. No. 2, pp. 125-143.
9.Armstrong and John Hagel., 1996, “The real value of on-line communities”, Harvard Business Review, pp. 134~141.
10.Baileym, J. E., and Pearson, S. W., 1983, “Development of a Tool for Measuring and Analyzing Computer User Satisfaction”, Management Science, Vol. 29, No. 5, pp. 530-545.
11.Bakos, Y., 1997, “Reducing Buyer Search Costs: Implipcation for Electronic Marketplaces”, Management Science, Vol. 43, No. 12, pp. 1676-1692.
12.Bauer, H. H., M. Grether., and M. Leach., 2002, “Building Customer Relations over the Internet”, Industrial Marketing Management, Vol. 31, No. 2, pp. 155-163.
13.Bearden, O. W., and Teel, J. E., 1983, “Some Determinants of Consumer Satisfaction and Complaint Reports”, Journal of Marketing Research, Vol. 20, February, pp. 21-28.
14.Berry, L. L., 1995, “Relationship Marketing of Services-Growing Interest, Emerging Perspectives”, Journal of the Academy of Marketing Science, Vol. 23, No. 4, pp. 236-245.
15.Bhattacherjee, A., 2000, “Acceptance of E-commerce Services:The Case of Electronic Brokerages”, IEEE Transactions on Systems, Man and Cybernetics, Part A, Systems and Humans, Vol. 30, No. 4, pp. 411-420.
16.Bhattacherjee, A., 2001, “Understanding Information Systems Continuance: An Expectation- Confirmation Model,” MIS Quarterly, Vol. 25, No. 3, pp. 351-370.
17.Bhattacherjee, A., 2001, “An Empirical Analysis of the Antecedents of Electronic Commerce Service Continuance”, Decision Support Systems, Vol. 32, No. 2, pp. 201-214.
18.Bhattacherjee, A., and G, Premkumar., 2004, “Understanding Changes in Belief and Attitude Toward Information Technology Usage: A Theoretical Model and Longitudinal Test”, MIS Quarterly, Vol. 28. No. 2, pp. 229-253.
19.Bolton, R. and Drew, J. H. 1991, “A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes”, Journal of Marketing, Vol. 55, pp. 1-9.
20.Boulding, W., A. Kalra, R. Staelin and V. A. Zeithaml., 1993, “A Dynamic Process Model of Service Quality: from Expectations to Behavioral Intentions,” Journal of Marketing Research, Vol. 30, No. 1, pp.7-27.
21.Butler, P. and J. Peppard., 1998, “Consumer Purchasing on the Internet: Process and Prospects”, European Management Journal, Vol. 16, No. 5, pp. 600-609.
22.Chiu, I. C., Li, Y. C., Hung, W. F., and Hwang, H. G., 2005, “An Empirical Study on the Impact of Quality Antecedents on Tax Payers’ Acceptance of Internet Tax-Filing Systems”, Government Information Quarterly, Vol. 22, pp. 389-410.
23.Churchill, G. A. Jr., 1979, “A paradigm for developing better measures of marketing constructs”, Journal of Marketing Research, Vol. 16, pp. 64-73.
24.Churchill G. A., and C. Surprenant, 1982, “An Investigation into the Determinants of Consumer Satisfaction”, Journal of Marketing Research, Vol. 19. No. 4, pp. 491-504.
25.Choi, K., Cho, W., Lee, S., Lee, H., and Kim, C., 2004, “The Relationships among Quality, Value, Satisfaction and Behavioral Intention in Health Care Provider Choice: A South Korean Study”, Journal of Business Research, Vol. 57, Issue 8, pp. 913-921.
26.Cronin, J. A., and S. A. Taylor., 1992, “Measuring Service Quality: Reexamination and Extension”, Journal of Marketing, Vol. 56, pp. 55-68.
27.Dabholkar, Pratibha A., C. David Shepherd, and Dayle I. Thorpe., 2000, “A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal Study”, Journal of Retailing, Vol. 76, No. 2, pp. 139-173.
28.Davis, F. D., 1989, “Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology”, MIS Quarterly, Vol. 13, No. 3, pp. 319-340.
29.Deighton, J., 1996, “The Future of Interactive Marketing”, Harvard Business Review, Vol. 74, No. 6, pp. 151-161.
30.DeLone, W. H., and McLean, E. R., 1992, “Information Systems Success: The Quest for the Dependent Variable”, Information Systems Research, Vol. 3, No. 1, pp. 60-95.
31.DeLone, W. H., and McLean, E. R., 2003, “The DeLone and McLean Model of Information Systems Success: A Ten-Year Update”, Journal of Management Information Systems, Vol. 19. No. 4, pp. 9-30.
32.Devaraj, S., Ming, F., and Rajiv, K., 2002, “Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrice”, Information Systems Research, Vol. 13, No. 3, pp. 316-333.
33.Doll, WJ, and Torkzadeh, G., 1988, “The measurement of end-user computing satisfaction”, MIS Quarterly, Vol. 12, No. 2, pp. 259-274.
34.Dutta, S., and A. Segev., 1999, “Business Transformation on the Internet” , European Management Journal, Vol. 17, No. 5, pp. 466-476.
35.Flott, L. W., 2002, “Customer Satisfaction”, Metal Finishing, Vol. 100, pp. 58-63.
36.Fornell, C., 1992, “A National Customer Satisfaction Barometer: The Swedish Experience”, Journal of Marketing, Vol. 56, pp. 6-21.
37.Ghosh, S., 1998, “Marking Business Sense of the Internet”, Harvard Business Review, March-April, pp. 29-43.
38.Hamilton, S. and Chervany, N., 1981, “Evaluating Information System Effectiveness - Part1: Comparing Evaluating Approaches”, MIS Quarterly. Vol. 7, No. 3. pp. 55-69.
39.Helail, Almutairi., and Girish, H. Subramanian., 2005, “An Empirical Application of the DeLone and McLean Model in the Kuwaiti Private Sector”, Journal of Computer Information System”, Vol. 45, No. 3, pp. 113-122.
40.Juhani, Iivari., 2005, “An Empirical Test of the DeLone-McLean Model of Information System Success”, Database for Advances in Information System, Vol. 36, No. 2, pp. 8-27.
41.Kettinger, W. J., and Choong, C. L., 1994, “Perceived Service Quality and User Satisfaction with the Information Services Function”, Decision Sciences, Vol. 25, No. 5, pp. 737-766.
42.Kettinger, W. J., and Choong, C. L., 1997, “Pragmatic Perspectives on the Measurement of Information Systems Service Quality”, MIS Quarterly, Vol. 21, No. 2, pp. 223-240.
43.Kiang, M. Y., T. S. Raghu and K. Huei-Min Shang, 2000, “Marketing on the Internt-Who Can Benefit from an Online Marketing Approach?”, Decision Support System, Vol. 27, No. 4, pp. 383-393.
44.Komito, L., 1998, “The net as a foraging society:Flexible communities”, The Information Society, Vol. 14, pp. 97-106.
45.Koufaris, M., 2002, “Applying Technology Acceptance Model and Flow Theory to Online Consumer Behavior”, Information Systems Research, Vol. 13, No. 2, pp.205-223.
46.Kriebel, C. A., and Raviv, A., 1982, “Application of a Productivity Modeling the Productivity of Computer System”, Management Sciences, Vol. 13, No. 2, pp. 266-281.
47.Kroll, E, and E. Hoffman., 1993, “FYI on ‘What is the Internet’”, Network Working Group Request for Comments, 1462, FYI:20.
48.Levitt, T., 1972, “Production-Line Approach to Service”, Harvard Business Review, Vol. 50, pp. 41-52.
49.Lewis, B. R. 1993, “Service Qualiy Measurement”, Marketing Intelligence and Planning, Vol. 4, pp. 4-12.
50.Liu, C., and Amett, K. P., 2001, “Key Dimensions of web design quality as related to consumer response,” Journal of Computer Information Systems, Vol. 42, No. 1, pp. 70-82.
51.Lin, J. and H, Lu., 2000, “Towards an understanding of the behavioural intention to use a web site”, International Journal of Information Management, Vol. 20, No. 3, pp.197-208.
52.Li, Y. N., K. C. Tan and M. Xie, 2002, “Mxploring Web-based Service Quality”, Total Quality Management, Vol. 13, No. 5, pp. 685-700.
53.Mathieson, K., 1991, “Predicting User Intentions: Comparing the Technology Acceptance Model with the Theory of Planned Behavior”, Information systems research, Vol. 2, No. 3, pp. 173-191.
54.McKinney, V., Yoon, K., and Zahedi, F., 2002, “The Measurement of Web-Customer Satisfaction: An Expection and Disconfirmation Approach”, Information Systems Research, Vol. 13, No. 3, pp. 296-315,.
55.Meng, H. H., Chao, M. C., and Teresa, L. J., 2004, “Determinants of continued use of the WWW: an integration of two theoretical models”, Industrial Management & DATA Systems, Vol. 104, No. 9, pp. 766-775.
56.Miller, J., and Doyle, B. A., 1987, “Measuring the effectiveness of computer-based information systems in the financial services sector”, MIS Quarterly, Vol. 11, No. 1, pp. 107-117.
57.Myers, B. L., Kappelman, L. A., and Prybutok, V. R., 1997, “A Comprehensive Model for Assessing the Quality and Productivity of the Information Systems Function: Toward a Theory for Information Systems Assessment”, Information Resources Management, Vol. 10, No. 1, pp. 6-25.
58.Negash, S., Ryan, T., and Igbaria, M., 2003, “Quality and Effectiveness in Web-based Customer Support System”, Information and Management, Vol. 40, No. 8, pp. 757-768.
59.O’Connor, G., and O’Keefe, B., 1997, “Viewing the Web as a marketplace: the case of small companies” , Decision Support Systems, Vol. 21, No. 3, pp. 171-183.
60.Oliver, R. L., 1980, “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions”, Journal of Marketing research, Vol. 17, No. 4, pp. 460-469.
61.Olson, S. O., 2002, “Comparative Evaluation and the Relationship between Quality, Satisfaction, and Repurchase Loyalty”, Academy of Marketing Science Journal, Vol. 30, No. 3, pp. 240-249.
62.Parasuraman, A., Zeithaml, V. A., and Berry, L. L., 1988, “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
63.Parasuraman, A., Zeithmal, V. A., and Berry, L. L., 1990, ” Five Imperatives for Improving Service Quality”, Sloan Management Review, Vol. 31, No. 4, pp. 29-38.
64.Parasuraman, A., Zeithmal, V. A., and Berry, L. L., 1996, “The Behavioral Consequences of Service Quality”, Journal of Marketing, Vol. 60, No. 2, pp. 31-46.
65.Parasuraman, A., Zeithmal. V. A., and Malhotra, Arvind., 2005, “E-S-QUAL A Multiple-Item Scale for Assessing Electronic Service Quality” Journal of Service Research, Vol. 7, No. 3, pp. 213-233.
66.Patterson, P., Johnson, L., and Spreng, R., 1997, “Modeling the Determinants of Consumer Satisfaction for Business-to-Business Professional Services”, Journal of the Academy of Marketing Science, Vol. 25, No. 1, pp. 4-17.
67.Pawar, B. S., and R. Sharda., 1997, “Obtaining Business Intelligence on the Internet”, Long Range Planning, Vol. 30, No. 1, pp. 110-121.
68.Payport, J. F., and J. J. Svokla, 1994, “Managing in the marketspace”, Harvard Business Review, pp. 141-150.
69.Pitt, L. F. and Watson, R. T., 1995, “Service Quality: A Measure of Information System Effectiveness”, MIS Quarterly, Vol. 19. No. 2, pp. 173-185.
70.Quelch, J. A., and L. R. Klein., 1996, “The Internet and International Marketing”, Sloan Management Review, Vol. 37, No. 3, pp. 60-75.
71.Rai, A., Lang, S., and Welker, R., 2002, “Assessing the Validity of IS Success Models: An Empirical Test and Theoretical Analysis”, Information Systems Research, Vol. 13, No. 1, pp. 50-69.
72.Ranaweera Chatura, Prabhu Jaideep, 2003, “Measurement and Analysis for Marketing”, Journal of Targeting, London: Vol. 12, Iss.1, pp. 82.
73.Romm C.,Pliskin N. and Clarke R., 1997, “Virtual communities and society:Toward and Integrative three phase model”, International Journal of Information Management, Vol. 17, No. 4, pp. 261-270.
74.Seddon, P., and Kiew, M-Y., 1996, “A Partial Test and Development of DeLone and McLean’s Model of IS Success”, The Australian Journal of Information Systems, Vol. 4, No. 1, pp. 90-109.
75.Seddon, P. B., and Yip, S. K., 1992, “An empirical evaluation of user information satisfaction (UIS) measures for use with general ledger accounting software”, Journal of Information Systems, 6(1), 75-92.
76.Senge, P., 1997, “Sharing Knowledge”, Executive Excellence, Vol. 14, No. 11, pp.17-18.
77.Spreng, R. A., MacKenzie, S. B., and Olshavsky, R. W., 1996, “A Reexamination of the Determinants of Consumer Satisfaction”, Journal of Marketing, Vol. 60, No. 3, pp. 15-32.
78.Srinivasan, Ananth., 1985, “Alternative Measures of System Effectiveness: Associations and Implications”, MIS Quarterly, Vol. 9, No. 3, pp. 243-253.
79.Srinivasan, S. S., R. Anderson., and K. Ponnavolu, 2002, “Customer Loyalty in E-commerce: An Exploration of Its Antecedents and Consequences”, Journal of Retailing, Vol. 78. No. 1, pp. 41-50.
80.Swanson, E. B., 1974, “Management Information Systems: Appreciation and Involvement”, Management Science, Vol. 12, No. 1, pp. 91-108.
81.Verity, J. W., 1994, “Ready or not, the electronic mall is Coming”, Business Week, pp. 84-85
82.Wind, Y, & Mahajan, V., 1988, “New Product Development Process: A Perspective for Reexamination”, Journal of Product Innovation Management, Vol. 5, No. 4, pp. 304-310.
83.Woodside, A. G, L. L. Frey, and R. T. Daly, 1989, “Linking Service Quality, Customer Satisfaction, and Behavioral Intentions”, Jorunal of Health Care Marketing, Vol. 9, No. 4, pp. 5-17.
84.Yang, Zhilin., and Minjoon Jun., 2002, “Consumer Perception of E-Service Quality:From Internet Purchaser and Non-Purchaser Perspectives”, Journal of Business Strategy, Vol. 19, No. 1, pp. 19-41.
85.Zeithaml, V. A, A. Parasuraman, and A. Malhotra., 2000, “A Conceptual Framework for Understanding e-Service Quality: Implications for Future Research and Managerial Practice”, MSI Monograph Report , pp. 00-115.
86.Zeithaml, V. A, A. Parasuraman, and A. Malhotra., 2002, “Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge”, Journal of the Academy of Marketing Science, Vol. 30, No. 4, pp. 362-375.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
系統版面圖檔 系統版面圖檔