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研究生:林家立
研究生(外文):Chia-Li Lin
論文名稱:科技準備度、電腦自我效能與自助服務科技使用意願之研究
論文名稱(外文):Determinants of Satisfaction and Intention of Use Self-Service Technology–Technology Readiness and Computer Self-Efficacy
指導教授:詹前隆詹前隆引用關係
學位類別:碩士
校院名稱:元智大學
系所名稱:資訊管理學系
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:2009
畢業學年度:97
語文別:中文
論文頁數:77
中文關鍵詞:自助服務科技科技準備度電腦自我效能滿意度使用意願承諾
外文關鍵詞:Self-Service Technology (SST)KioskTechnology Readiness (TR)Computer Self-Efficacy (CSE)SatisfactionBehavioral Intention (BI)Commitment
相關次數:
  • 被引用被引用:4
  • 點閱點閱:434
  • 評分評分:
  • 下載下載:16
  • 收藏至我的研究室書目清單書目收藏:4
  自助服務科技是一種嶄新的概念,它可以讓顧客直接透過科技與企業互動,不需要與服務人員接觸,即可達到服務傳遞的目的。近年來各醫療機構開始推廣互動式Kiosk,其主要目的是將過去需透過醫療人員才能進行掛號、批價等服務,如今病患可自行利用醫院所提供的自助掛號機來完成多項服務,若能縮短病患等候服務的時間,便能提升病患對醫療服務品質的滿意度,進而提高病患對醫院的承諾性。

  本研究將使用過該醫院Kiosk自動掛號繳費機之269位病患作為研究對象,以科技準備度與電腦自我效能兩構面來衡量病患對於Kiosk自動掛號繳費機之滿意度以及使用意願影響之比較為主要基礎架構,並驗證病患對於Kiosk自動掛號繳費機的滿意度是否影響其對醫院的承諾性。

  研究結果顯示,影響病患對Kiosk自動掛號繳費機之滿意度的主要原因來自於病患本身對成功操作Kiosk自動掛號繳費機所具備之信心程度,當病患愈具有信心,其使用Kiosk自動掛號繳費機之滿意度亦愈高。而滿意度是一個很重要的中介變項,兩個衡量病患主觀認知的方法皆透過其對Kiosk使用滿意度,進而影響對Kiosk之使用意願。
  Self-service technology is defined as technology interfaces that enable consumers to produce services independent of direct service employee involvement (Meuter et al., 2000). The hospital we studied provide financial functions self-service Kiosks, which allow the patients spend only one minute for paying medical fee. The user interface of Kiosk is very friendly, and people can use it to finish services in hospital very easily.

  This study focuses on users’ satisfactions and behavioral intentions of using self-service technology (Kiosk). Both the constructs of technology readiness (TR) and computer self-efficacy (CSE) have been studied independently for the prediction of technology usage; however, which one has the stronger linkage with the behavioral intention to use of self-service technology needs further investigation. We first review the relevant literature on TR, CSE, satisfaction, and behavioral intentions of use, then present our conceptual framework and hypotheses.

  This model was tested with a sample of 269 patients. The hypothesized model was partially supported and the results showed that CSE has a stronger influence on patients’ satisfaction and behavioral intention with using Kiosk, and satisfaction is a key mediator. Finally, we discussed the implications of the results and made conclusions.
目錄
書名頁 i
論文口試委員審定書 ii
授權書 iii
中文摘要 iv
英文摘要 v
誌謝 vi
目錄 vii
表目錄 x
圖目錄 xi
第ㄧ章、緒論 1
1.1 研究背景與動機 1
1.2 研究目的 4
1.3 研究流程 5
第二章、文獻探討 6
2.1 自助服務科技 (Self-Service Technology, SST) 6
2.1.1 自助服務科技介紹 6
2.1.2 小結 9
2.2 互動式多媒體資訊站 (Kiosk) 10
2.2.1 互動式多媒體資訊站介紹 10
2.2.2 敏盛互動式Kiosk自動掛號繳費機 11
2.3 科技準備度 (Technology Readiness, TR) 13
2.3.1 科技準備度介紹 13
2.3.2 科技準備度、滿意度、與使用意願 15
2.3.3 小結 16
2.4 電腦自我效能(Computer Self-Efficacy, CSE) 17
2.4.1 電腦自我效能介紹 17
2.4.2 事後訓練自我效能、滿意度、與使用意願 18
2.4.3 小結 19
2.5 承諾(Commitment) 20
2.5.1 承諾的介紹 20
2.5.2 滿意度與承諾 21
2.5.3 小結 22
第三章、研究方法 23
3.1 研究架構 23
3.2 研究假說 25
3.2.1 科技準備度與滿意度、使用意願之關係 25
3.2.2 科技準備度與電腦自我效能之關係 25
3.2.3 電腦自我效能與滿意度、使用意願之關係 26
3.2.4 滿意度與使用意願之關係 27
3.2.5 滿意度與承諾之關係 27
3.3 研究變項之操作型定義 29
3.3.1 自變項:科技準備度 (Technology Readiness) 29
3.3.2 中介變項:自助服務科技之滿意度 (SST-SAT) 31
3.3.3 應變項 32
3.3.3.1 電腦自我效能 (Computer Self-Efficacy) 32
3.3.3.2 自助服務科技之使用意願 (SST-BI) 32
3.3.3.3 對醫院之承諾 (Commitment) 33
3.4 問卷設計與調查方式 34
3.4.1 問卷設計 34
3.4.2 抽樣調查方式 34
3.4.3 調查對象 35
3.5 資料分析方法 36
3.5.1 敘述性統計分析 (Descriptive Statistics) 36
3.5.2 信效度檢驗 (Reliability and Validity Test) 36
3.5.3 部分最小平方法 (Partial Least Squares, PLS) 36
3.5.4 群集分析 (Clustering Analysis) 37
3.5.5 變異數分析 (ANOVA) 37
第四章、資料分析與討論 38
4.1 基本資料分析 38
4.1.1 問卷回收統計 38
4.1.2 敘述性統計分析 38
4.1.3 各構面之敘述性統計 40
4.2 信效度檢驗 42
4.2.1 信度分析 42
4.2.2 效度分析 44
4.3 研究模式與研究假說檢驗 47
4.4 不同科技準備度病患之比較 49
4.4.1 不同科技準備度病患之分類 49
4.4.2 不同科技準備度病患之描述性統計分析 50
4.4.3 單因子變異數分析(One-way ANOVA) 52
4.5 討論 54
第五章、結論與建議 57
5.1 研究結論 57
5.2 研究貢獻與建議 61
5.2.1 學術上的貢獻 61
5.2.2 實務上的貢獻 62
5.3 事後訪談 63
5.4 研究限制 64
5.4.1 樣本選取的限制 64
5.4.2 自助服務科技之限制 64
5.5 未來研究方向 65
5.5.1 以不同產業領域進行實證研究 65
5.5.2 更完整的探討認知因素與自助服務科技之關係 65
參考文獻 66
附錄A:研究問卷 72
附錄B:研究問項之中英文對照 75

表目錄
表1-1 結束看診至完成批價的平均花費時間(單位:分) 2
表2-1 顧客與組織接觸的程度/服務方式相關矩陣 7
表2-2 以科技為基礎的服務傳遞分類架構 8
表2-3 自助服務科技的分類與使用 9
表2-4 Kiosk的發展及演進 10
表2-5 全球Kiosk數量統計 11
表2-6 五種對採用新科技不同信任度的類型 15
表3-1 本研究假說暨參考文獻之整理 28
表3-2 樂觀主義之問項內容 30
表3-3 創新性之問項內容 30
表3-4 不適應性之問項內容 30
表3-5 安全疑慮之問項內容 31
表3-6 Kiosk自助服務科技滿意度之問項內容 31
表3-7 電腦自我效能之問項內容 32
表3-8 Kiosk自助服務科技使用意願之問項內容 33
表3-9 病患對醫院之情感上的承諾 33
表3-10 病患對醫院之實質上的承諾 33
表4-1 Kiosk使用經驗分析(N=269) 39
表4-2 研究樣本資料分析(N=269) 40
表4-3 各構面之敘述性統計 41
表4-4 信度分析摘要 42
表4-5 效度分析之結果與各潛在構面間之相關係數摘要 44
表4-6 各潛在構面之交叉負荷量表 45
表4-7 本研究假說驗證結果 48
表4-8 TR分類之基本資料(樣本數、平均數) 49
表4-9 TR分類之描述性統計 51
表4-10 TR分類之單因子變異數分析 52
表4-11 TR分類組合之事後比較 52

圖目錄
圖2-1 敏盛Kiosk自動掛號繳費機 12
圖2-2 敏盛Kiosk導入就醫流程示意圖 12
圖2-3 科技準備度的驅動力 14
圖2-4 科技準備度對使用自助服務科技滿意度與使用意願之影響架構圖 16
圖2-5 事後訓練自我效能對顧客使用自助服務科技的影響架構圖 19
圖2-6 自助服務、人員接待對滿意度以及承諾的影響架構圖 22
圖3-1 本研究假說暨架構圖 24
圖4-1 本研究模式假說之路徑分析結果 47
圖4-2 TR分類之平均數分佈圖(n = 269) 49
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