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研究生:陳瑞東
論文名稱:以延伸科技接受模式探討醫院網路掛號系統使用行為之研究
論文名稱(外文):A Study of the Utilization Behaviors of Hospital Outpatient Pre-register Appointment System---Applying Extended Technology Acceptance Model
指導教授:王文弘王文弘引用關係
指導教授(外文):Wen-Hung Wang
學位類別:碩士
校院名稱:國立臺灣海洋大學
系所名稱:航運管理學系
學門:運輸服務學門
學類:運輸管理學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:中文
論文頁數:87
中文關鍵詞:認知成本自我效能電腦態度科技接受模型結構方程模式
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由於網路普及,網路已成為工商活動重要的環節之一。企業也藉著網站對外傳播資訊和既有或潛在客戶互動,甚至直接在網站上進行交易。許多研究、調查都指出網站對於企業經營的重要性日漸提昇。同樣地,除了企業之外,政府、社福團體、學校等一些非營利機構也利用網站與民眾互動、提供資訊、發佈訊息。因此,網路不僅是工商活動重要的環節之一,它也是生活的一部分,醫院也是如此。由於人們對於近一步的醫療照護需求增加,故醫療產業必須在其有限的資源下重新思考提供具品質的服務的方法。醫院門診線上預約掛號系統的發展是以加值服務可以提高醫療品質,並滿足顧客的新需求而來的。因此,本研究以醫院門診線上預約掛號系統為例,利用Davis(1989)所提出之科技接受模式當作核心模型來探討使用者對醫院門診線上預約掛號系統的認知與態度。
本研究採用問卷調查法以一般會至醫院、診所求診的民眾為抽樣發放的對象,共取得有效問卷計905份,並以結構方程模式為主要研究方法,完成信、效度分析後,利用LISREL統計軟體進行模型配適度分析與結構方程模式分析。研究結果發現「電腦態度」分別對「認知易用性」與「認知有用性」呈現顯著正相關;「自我效能」對「認知易用性」呈現顯著正相關卻未如預期對「認知有用性」呈現顯著正相關;「認知成本」對「認知易用性」呈現顯著負相關,對「認知有用性」亦未呈現顯著正相關;另外,「認知易用性」對「認知有用性」呈現顯著正相關,對「使用意願」卻未呈現顯著相關;最後,「認知有用性」對「使用意願」呈現顯著正相關。
目 錄
謝辭...………………………i
中文摘要………………………ii
英文摘要………………………iii
目錄……………………………iv
表目錄…………………………vi
圖目錄…………………………vii


第一章 緒論………………………………………1
1.1 研究背景與動機…………………………………1
1.2 預約制度於醫療院所之實施現況………………2
1.3 研究目的……………………………5
1.4 研究流程……………………………5
1.5 論文架構……………………………6
第二章 文獻探討……………………8
2.1 預約制度………………………………8
2.1.1 簡介………………………… 8
2.1.2 預約制度之優缺點…………10
2.2 預約掛號作業………………………13
2.2.1 簡介…………………………13
2.2.2 掛號流程之優缺點…………15
2.3 科技接受模型……………………….24
2.3.1 科技接受模式的理論基礎…25
2.3.2 科技接受模式理論…………30
2.4 電腦態度……………………………36
2.5 自我效能……………………………38
2.5.1 自我效能定義…………………………38
2.5.2 自我效能的向度………………………39
2.5.3 自我效能的來源及影響………………40
2.5.4 電腦自我效能…………………………41
2.6 認知成本………………………………………43

第三章 研究方法……………………………….46
3.1 研究架構…………………………………..…46
3.2 研究假設……………………………………..46
3.3 研究變數定義與衡量…………………………50
3.3.1 原始TAM構面…………………………50
3.3.2 電腦態度………………………………51
3.3.3 自我效能………………………………51
3.3.4 認知成本………………………………51
3.4 研究設計…………………………………52
3.4.1 調查方法……………………………….52
3.4.2 問卷設計……………………………….52
3.5 資料蒐集與分析方法………………………54
3.5.1 研究對象…………………………………54
3.5.2 資料分析方法……………………………55
第四章 分析結果…………………………….56
4.1 基本資料敘述性統計分析………………….56
4.1.1 年齡………………………………………56
4.1.2 性別…………………………………...56
4.1.3 家戶年所得………………………………57
4.2 結構方程模式………………………………57
4.2.1 模式之分析與校估………………………57
4.2.2 驗證性因素分析…………………………59
4.2.3 LISREL 線性結構分析…………………59
4.3 研究結果與討論……………………………62
第五章 結論與建議…………………………66
5.1 管理意涵……………………………………66
5.2 後續研究與建議……………………………67
參考文獻…………………………………………69
醫療服務態度調查問卷…………………………77


表目錄


表1.1 國內各醫學中心所醫療院所預約掛號其實施方式……………………3
表2.1 各專家學者對預約制度之優點的看法…………………………………9
表2.2 各專家學者對預約制度之缺點的看法…………………………………11表2.3 醫院之門診預約掛號方式…………………..14
表2.4 科技接受模型相關研究……………………..32
表2.5 學者對電腦態度之定義……………………..36
表2.6 自我效能定義………………………………..38
表3.1 原始TAM構面之衡量項目…………………..49
表3.2 電腦態度構面之衡量項目……………………50
表3.3 自我效能構面之衡量項目…………………..50
表3.4 認知成本構面之衡量項目…………………..50
表3.5 前測問卷各構面的Cronbach'sα值…………52
表3.6 本研究潛在變項的共變異矩陣……………..53
表3.7 各區域回收樣本分配表………………………54
表4.1 樣本統計資料………………………………..56
表4.2 模式建議配適值整理………………………..58
表4.3 驗證性因素分析結果………………………..59
表4.4 參數估計結果………………………………..61

圖目錄


圖 1.1 本研究之研究流程…………………………6
圖 2.1 現場親自掛號之流程………………………15
圖 2.2 語音電話預約掛號流程……………………16
圖 2.3 人工電話預約掛號流程……………………17
圖 2.4 行動通訊設備上網掛號之流程……………18
圖 2.5 線上掛號之預約流程………………………19
圖 2.6 觸控式掛號機之預約流程…………………20
圖 2.7 語音辨識掛號系統的操作流程……………22
圖 2.8 理性行為理論架構圖………………………26
圖 2.9 計劃行為理論架構圖………………………28
圖 2.10科技接受模型架構圖………………………30
圖 2.11自我效能模式………………………………42
圖 3.1 本研究架構圖………………………………45
圖 4.1 SEM路徑圖…………………………………60
圖 4.2 模式結果路徑圖……………………………62
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