臺灣博碩士論文加值系統

終端使用者的滿意度是資訊系统成功的要素之一，亦適用於3G行動手機系統。如果使用者有不滿意的體驗，則他們可能不會使用此種新科技。 在此研究中，我們經由檢驗終端使用者滿意度(EUCS)工具 (Doll, Xia, and Torkzadeh, 1994)來聚焦3G行動手機系統的觀點，以確認此EUCS是否仍然是一個可靠的衡量終端使用者滿意度之工具。在新興的科技下，EUCS應該再次被調查，且利用新的資料來驗證衡量模式的健全性。然而，我們相信應該由不同的工具來衡量3G行動電話系統的滿意度，因為使用3G行動電話系統的目的與使用傳統的系统是不同。研究結果顯示，工具是包括內容、準確性與容易使用、及時性與形式、娛樂性、認知費用此五個因素模型。

End user satisfaction has always been an important component of Information Systems (IS) success. This is also true for 3G mobile phone systems. Users may not use the new technology if they have an unsatisfactiory experience. In this research, we focus on this aspect of 3G mobile phone system by examining End-User Computing Satisfaction (EUCS) instrument (Doll, Xia, and Torkzadeh, 1994) to validate whether it is still a reliable measure of end user computing satisfaction. EUCS should be reinvestigated in relation to emerging technologies and utilizing new data to demonstrate the robustness of the measurement model. However, we believe that the satisfaction of 3G mobile phone systems should be measured by different instruments, as the purpose of 3G mobile phone systems is different from the traditional system usage. The results indicated that the instrument is a five-factor model that includes content, accuracy and ease of use, timeliness and format, playfulness, and perceived fee.

目錄
第壹章 緒論 1
第一節 研究背景與動機 1
第二節研究目的 5
第三節 研究流程 6
第貳章 文獻探討 7
第一節 第三代行動通訊 7
第二節 衡量使用者資訊滿意度和終端使用者滿意度的工具 10
第三節 3G服務的競爭構面 19
第四節 3G手機服務的關鍵成功因素 19
第五節 國內行動電話消費者行為的相關研究 20
第六節 國外學者與機構的相關研究 22
第參章 研究方法 24
第一節 EUCS模型 24
第二節 抽樣方式和問卷設計 25
第三節 資料分析方法 25
第肆章 研究結果 29
第一節 敘述性統計分析 29
第二節 原EUCS模型的驗證性因素分析 31
第三節 新模型的探索性因素分析 31
第四節 信度分析 34
第五節 相關分析 34
第六節 效度分析 35
第七節 一階模型和二階模型的適配度分析 37
第八節 學說效度(NOMOLOGICAL VALIDITY) 41
第伍章 結論與建議 43
第一節 研究結論 43
第二節 管理意涵 45
第三節 研究限制 47
第四節 未來研究建議 47
參考文獻 48
附錄 57
表目錄
表2- 1：3G手機服務內容總表 9
表2- 2：衡量終端使用者滿意度的問項 12
表3- 1：原EUCS的構面問項 24
表4- 1：基本資料結構表 30
表4- 2：原EUCS模型三適配度指標表 31
表4- 3：新模型探索性因素表 32
表4- 4：各因素之平均數、標準差與信度整理表 34
表4- 5：潛在變項之相關係數整理表 35
表4- 6：新模型驗證性因素分析表 36
表4- 7：限定模式卡方值表 37
表4- 8：限定模式與非限定模式卡方值差額表 37
表4- 9：新模型適配度整理表 39
表4- 10：學說模型與態度的適配度表 41
圖目錄
圖1- 1：台灣各類行動通信用戶佔有率 1
圖1- 2：行動數據服務區分圖 2
圖1- 3：行動數據服務之滿意度-集中度圖 3
圖1- 4：研究流程圖 6
圖2- 1：衡量終端使用者滿意度的模型 11
圖2- 2：單一一階因素模型 13
圖2- 3：五個一階因素模型(不相關) 14
圖2- 4：五個一階因素模型(相關) 15
圖2- 5：五個一階因素，一個二階因素（EUCS）模型 16
圖4- 1：3G手機服務系統滿意度之二階因素模型 40
圖4- 2：3G服務系統之學說模型與態度結構圖 42

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