近年來e-Learning已成為許多企業的訓練工具，尤其是對必需大量訓練員工的產業而言，e-Learning可以讓企業在最短的時間及節省成本的方式下完成訓練。也因此擁有大量前線員工的服務業，近幾年已紛紛導入e-Learning系統，期望可以為企業的營運帶來效益。過去e-Learning主要著重在單一準則的研究，而且多採用大量問卷調查之統計方法，如探討滿意度或持續使用意願與前置因子關係，鮮少有考量整體影響因素的研究。而單一準則的研究無法提供未導入或已導入企業作資源上的修正和分配參考，因此本研究將從近幾年國內外文獻以及專家的角度建構一個較適合的架構，同時以服務業為研究對象，探討服務業導入e-Learning的關鍵因素，供後續欲導入或已導入的企業參考。
本研究的探討重心主要是建立適合的架構，並找出服務業重視的因素權重，同時將結果與過去研究作比較，讓資源有限的企業可以根據本研究結果作適當的資源分配，以提升導入成功的機會。

Recently e-Learning has become the training method for many enterprises, especially for industries which require a great deal of employee training. E-Learning enables enterprises to complete training in the shortest time for the least cost. As a result, the service industry which owns a lot of frontline staff has adopted e-Learning system in succession, hoping to bring the utmost benefit to the business operation. In the past, e-Learning focused mostly on the research of single criterion, using statistical analysis to conduct mass questionnaires; researches concerning the integral impact factors are rarely conducted. Single criterion research is unable to provide enterprises with enough information to modify and allocated enterprise resource. Therefore, this paper intends to build a better framework from a professional perspective by choosing the service industry as the subject of study, discussing the critical factors of service industry to adopt e-Learning system. Hopefully, the result of this study can provide enterprises with the intention to adopt the system for their reference or to those which have already adopted it for reference of amendment.
The purpose of this paper focuses on the construction of a suitable framework, the evaluation of critical factors, and the comparison of the results with previous studies. Hopefully, this paper will contribute to the allocation of company recourses and the enhancement of successful e-Learning adoption for enterprises with limited resources.

目 錄
中文摘要 i
Abstract ii
誌　謝 iii
目 錄 iv
表目錄 v
圖目錄 vi
第壹章 緒論 1
第一節 研究背景 1
第二節 國內e-Learning現況 1
第三節 國內服務業現況 5
第四節 研究動機與目的 11
第五節 研究對象 12
第六節 研究流程 13
第七節 研究架構 14
第貳章 文獻探討 16
第一節 科技面的研究方向 16
第二節 學習面的研究方向 19
第參章 研究方法 24
第肆章 因子分析 42
第伍章 資料蒐集、分析與結果 74
第一節 資料蒐集方法 74
第三節 研究結果與比較 79
第四節 整體結果 87
第陸章 結論與建議 89
第一節 研究結論 89
第二節 研究建議 90
第三節 研究貢獻 93
第四節 研究限制 94
第五節 未來研究方向 94
參考文獻 96
表目錄
表1-2-1 企業導入數位學習主要阻礙困難 5
表1-3-1 台灣服務業成長指標 6
表2-3-1 國內e-Learning研究領域彙整表 23
表3-3-1 問卷之因素層級順序 30
表3-3-2 隨機指標值(R.I.) 33
表3-3-3 Lambda-max method與其他方法比較表 36
表4-1 服務業導入e-Learning系統主要考慮因素層級表 42
表5-2-1 服務業導入e-Learning系統關鍵因素-模糊權重區間 76
表5-2-2 服務業導入e-Learning系統關鍵因素-整體權重與排序( =0.5， =0.5) 78
表5-3-1 服務業導入e-Learning系統關鍵因素-目標層權重分析 79
表5-3-2 服務業導入e-Learning系統關鍵因素-標的層(科技構面)權重分析 80
表5-3-3 服務業導入e-Learning系統關鍵因素-標的層(組織構面)權重分析 80
表5-3-4 服務業導入e-Learning系統關鍵因素-標的層(學習構面)權重分析 81
表5-3-5 服務業導入e-Learning系統關鍵因素-準則層(系統介面操作)權重分析 82
表5-3-6 服務業導入e-Learning系統關鍵因素-準則層(系統內涵與功能)權重分析 83
表5-3-7 服務業導入e-Learning系統關鍵因素-準則層(資訊基礎程度)權重分析 83
表5-3-8 服務業導入e-Learning系統關鍵因素-準則層(組織的支持)權重分析 84
表5-3-9 服務業導入e-Learning系統關鍵因素-準則層(組織特性)權重分析 84
表5-3-10 服務業導入e-Learning系統關鍵因素-準則層(策略規劃)權重分析 85
表5-3-11 服務業導入e-Learning系統關鍵因素-準則層(課程內容)權重分析 85
表5-3-12 服務業導入e-Learning系統關鍵因素-準則層(學習輔導)權重分析 86
表5-3-13 服務業導入e-Learning系統關鍵因素-準則層(成效評估)權重分析 86
表5-4-1　服務業導入e-Learning系統中最重視的前十個決策因素 87
表5-4-2 服務業導入e-Learning系統準則層因素所佔百分比排序表 88
圖目錄
圖1-2-1 不同年度企業導入意願比較 2
圖1-2-2 2003年企業導入數位學習阻礙 3
圖1-2-3 2004年企業導入數位學習阻礙 3
圖1-2-4 2005年企業導入數位學習阻礙 4
圖1-2-5 2006年企業導入數位學習阻礙 4
圖1-3-1 台灣服務業成長趨勢 6
根據中華民國統計資訊網(2009)顯示，服務業國內生產毛額GDP佔國內總生產毛額GDP比率一直維持在60%以上的高比率，如圖1-3-2所示。雖然至2008年呈小幅度的減少，但對於整個產業而言，其重要比率仍非常高。 7
圖1-3-2 台灣服務業GDP佔國內總GDP比率 7
圖1-3-3 台灣服務業人口佔國內總就業人口比率 8
圖2-3-1 創新擴散過程 22
圖3-3-1　梯形模糊數的隸屬函數 32
圖3-3-2　三角形模糊數的隸屬函數 32
圖5-3-1 標的層(綜合整體標的層分析)權重分佈 82

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