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研究生:羅文相
研究生(外文):Wen-Hsiang Lo
論文名稱:評估旅館資訊系統的成功:以旅館員工之觀點
論文名稱(外文):Measuring the success of hotel information systems: An employee’s perspective
指導教授:王秀媛王秀媛引用關係
指導教授(外文):Hsiu-Yuan Wang
學位類別:碩士
校院名稱:中華大學
系所名稱:企業管理學系碩士班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2011
畢業學年度:99
語文別:中文
論文頁數:61
中文關鍵詞:旅館資訊系統資訊系統成功模式結構方程模式
外文關鍵詞:Hotel information systems successD&ampM IS success modelstructural equation modeling
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近年來許多企業將資訊系統引進自身產業中以改善企業營運績效,而旅館業更廣泛的採用資訊系統以提升競爭優勢。台灣國際觀光旅館採用資訊系統已行之有年,然而其旅館資訊系統的成功仍然是未知數,因此從員工的觀點評估旅館資訊系統的績效是相當重要的。雖然資訊系統成功模式已被廣泛的應用在許多研究上,但將其延伸在評估旅館資訊系統的成功之研究卻相對顯得較少。本研究主要目的是以DeLone and McLean(2003)所提出的修正資訊系統成功模式為基礎,延伸在旅館資訊系統的情境下,並以員工之觀點加以驗證,其模式是由六個構面所組成,分別為資訊品質、系統品質、服務品質、系統使用、使用者滿意度、淨效益。研究問卷設計參考了DeLone and McLean(1992,2003)所提出的資訊系統成功模式與多位學者之相關文獻。研究對象為使用旅館資訊系統的員工,對台灣國際觀光旅館進行便利抽樣,有效問卷共計303份,並使用敘述性統計分析與結構方程模式驗證研究架構的關係模式。研究結果除了資訊品質對系統使用的影響不顯著外,其餘假設關係模式皆達顯著水準。而以結構方程模式結果來看,本研究引用文獻所延伸的旅館資訊系統成功模式,整體模式的適配度堪稱理想。期許本研究結果能作為旅館資訊系統的改善方針並成為未來後續研究的重要參考依據。
In recent years, hotel firms have employed information system as a solution to improve organisational performance. However, the factors that lead to the success of hotel information system remain unclear. While many researchers have investigated the validity of DeLone and McLean (D&M) IS success model, very limited studies have been conducted to assess the success of information system in the context of hotels. It is therefore important to measure the success of hotel information systems, especially from the perspective of employees. Therefre, the purpose of this study is to examine and validate the D&M 's IS success model in the context of hotels from the perspective of employees. The research model in this study consisted of six constructs: information quality, system quality, service quality, systems use, user satisfaction, and net benefits. The questionnaire items were majorly based on DeLone and McLean's article and several related literature. Data collected from 303 respondents in the international hotels in Taiwan were tested against the research model using the structural equation modeling approach. Apart from the path from information quality to systems use, the hypothesized relationships among the six success variables were significantly supported by the data. The findings provide several important implications for hospitality research and practice.
摘要 i
ABSTRACT ii
誌謝辭 iii
目次 iv
表次 vi
圖次 vii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第二章 文獻探討 3
第一節 國際觀光旅館定義 3
第二節 資訊科技之相關探討 4
第三節 旅館資訊系統 6
第四節 資訊系統成功模式 8
第三章 研究方法 17
第一節 研究範圍與研究流程 17
第二節 研究架構 19
第三節 研究假設 20
第四節 問卷設計 20
第五節 抽樣調查規劃 22
第六節 資料統計分析方法與工具 22
第七節 結構方程模式操作程序 25
第四章 研究分析結果 28
第一節 樣本結構分析 28
第二節 測量模式之評估 29
第三節 結構模式與假設驗證 33
第四節 研究分析討論 36
第五章 結論與建議 42
參考文獻 44
附錄A 51
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