臺灣博碩士論文加值系統

過去有許多關於滿意度的研究，其中Oliver(1977; 1979; 1980; 1981)提出期望確認理論(ECT)，以績效認知與期望相比較，進而形成滿意度。在資訊管理領域之中，亦有許多學者使用ECT來探討IS滿意度(McKinney et al. 2002; Susarla et al. 2003)，Bhattacherjee(2001a)則提出IS環境下的期望確認理論(ECT-IS)。但是大部分的研究皆著重於IS的效能、品質、功能價格比值與滿意度之間的關係，其他因素對IS滿意度的影響並不清楚。本研究以價值性認知的角度切入，許多學者認為價值性認知不應侷限在品質、效能與價格方面(Baker 2002; Gallarza 2006; Sweeney 2001; Zeithaml 1988)，因此本研究以多種不同的價值來形成價值性認知，以求更完善的解釋影響IS滿意度的因素。
本研究之結果顯示三種價值所形成之價值性認知，與滿意度有顯著的正向關係，其影響力大於ECT-IS模型中其他構面對滿意度的影響力。此結果表示，IS滿意度不僅由功能價值角度來形成，亦會透過情緒價值、社會關係價值等因素來形成。因此，IS供應商應多加注意除了功能面以外的因素，加強對企業的社會形象，並改善使用介面或簡化使用程序等，以提升顧客端對於IS的滿意度。當企業進行購買IS的決策時，也應多加考慮除了IS的績效以外的因素，提高員工對於IS的滿意度。

There was a lot of research about satisfaction in the past, Oliver(1980; 1981) proposed Expectation-Confirmation Theory(ECT), he believe that sa-tisfaction is a result of comparing expectation with perceived performance. In the field of MIS, scholars use ECT to explain IS satisfaction(McKinney et al. 2002; Susarla et al. 2003), Bhattacherjee(2001a) proposes Expectation Con-firmation Theory in IS environment(ECT-IS). But most research of satisfaction were focus on efficiency, quality, function price ratio, the impact of other factors is not clear. This study proposes that perceived value is an importance factor to IS satisfaction. Many scholars proposed perceived value not only quality, efficiency and price (Baker 2002; Gallarza 2006; Sweeney 2001; Zeithaml 1988), but other factors have impact on it. In order to explain IS satisfaction more comprehensive, this study suggests perceived value formed with three different values.
The result reveals perceived value which formed with three different val-ues has a positive impact to satisfaction. Its effect to satisfaction greater than other constructs in ECT-IS model. The result shows that IS satisfaction not only influence by functional value, but influence by emotional value and social value. Thereby, IS supplier should more pay attention to other factors except function of IS, improve the social image of the enterprises, design user interfaces more friendly, and modify the processes more simplify, and finally to improve IS customer satisfaction. When enterprises make decision for buying IS, it should consider more factors besides the performance of IS, to improve IS satisfaction of employee.

摘要 I
ABSTRACT II
致謝 III
目錄 IV
表目錄 VI
圖目錄 VII
第一章 緒論 1
第1節 研究動機 1
第2節 研究目的 2
第3節 研究流程 3
第4節 論文架構 4
第二章 文獻回顧 5
第1節 IS環境下的期望確認理論 5
第2節 有用性認知 8
第3節 確認程度 10
第4節 滿意度 11
第5節 持續使用意願 15
第6節 價值性認知 16
第三章 研究方法 22
第1節 研究架構 22
第2節 構面定義與衡量問項 23
第一段 有用性認知 23
第二段 確認程度 24
第三段 滿意度 25
第四段 持續使用意願 27
第五段 價值性認知 28
第3節 研究假說 34
第4節 研究設計 37
第一段 資料蒐集方法及研究對象 37
第二段 問卷設計 38
第三段 問卷結構與問項內容 39
第5節 資料分析方法 40
第一段 描述性統計分析 40
第二段 結構方程模式 41
第四章 結果分析 46
第1節 樣本描述與描述性統計分析 46
第一段 基本資料描述 46
第二段 研究變項描述性統計分析 51
第三段 樣本無回應偏差分析 53
第四段 樣本Pearson相關分析 54
第2節 SEM-量測模式分析 56
第一段 衡量問項適合度 56
第二段 信度與效度 57
第3節 SEM-結構模式分析 61
第一段 PLS量測模式 61
第二段 PLS結構模式分析方法 63
第三段 PLS結構模式分析 65
第五章 研究結論與建議 69
第1節 研究結論 69
第2節 研究貢獻 71
第3節 管理實務意涵與建議 72
第4節 研究限制 73
第5節 未來研究方向 74
參考文獻 VIII
附錄一：形成性的決定法則 XIV
附錄二：形成性的型一型二誤差法則 XV
附錄三：正式問卷 XVI

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