(3.236.214.19) 您好!臺灣時間:2021/05/10 04:38
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
: 
twitterline
研究生:郭成偉
研究生(外文):Cheng-Wei Kuo
論文名稱:行動商務的服務品質、知覺價值與持續使用意願關係之研究
論文名稱(外文):The Study of Relationships between Service Quality, Perceptive Value and Continuance Intention of Mobile Commerce
指導教授:李祥銘李祥銘引用關係
學位類別:碩士
校院名稱:清雲科技大學
系所名稱:經營管理研究所
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:2012
畢業學年度:100
語文別:中文
論文頁數:54
中文關鍵詞:行動商務知覺品質期望確認理論再使用意願
外文關鍵詞:Mobile commercePerceptive qualityExpectation Confirmed TheoryContinuance Intention to use.
相關次數:
  • 被引用被引用:1
  • 點閱點閱:352
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:4
本研究針對行動商務的使用者進行分析,以行動商務的服務品質、知覺價值與持續使用意願之期望確認理論為基礎,分析不同的品質因素對於行動商務顧客的再使用意願的影響。

本研究以期望確認理論為基礎,萃取出知覺品質的項目,並分析出資訊品質、系統品質、服務品質等各項因素對於再使用意願的影響,以問卷調查法為主。樣本回收方面。實際回收樣本407份,有效樣本358份,分析工具主要是採用SPSS進行信度、效度分析及迴歸分析,以驗證期望確認理論對於行動商務之持續使用意願本研究所提 出的模式對於再使用意願的影響。
本研究結果得知:(1)以期望確認理論對於行動商務之持續使用意願有之正向影響。(2)探討行動商務客戶感受之知覺品質對其接受行動商務持續使用意願有之正向影響。最後透過研究結論提出對應之行銷策略及行動商務服務改善建議,供相關業者作為參考之依據。


This study aimed at exploring the users in their application of mobile commerce; analyses were conducted in terms of the service quality of mobile commerce, perceptive value and expectations of continuing use, which would be confirmed as the basis of theory. Furthermore, we made an analysis of the different quality factors in terms of the mobile-commerce customer’s intention to use it again.
Based on Expectation Confirmed Theory (ECT), this study drew out the items of perceptive quality, and analyzed information quality, system quality, service quality and other factors at the aspect of the re-use willingness. Questionnaire surveys were used; at the aspect of sampling collection, we collected 407 copies of questionnaires, in which there were 358 valid copies. For analysis tools, we used SPSS to conduct reliability, validity analysis and regression analysis to verify expectation-confirmed theory. In views of continuance intention to use mobile commerce, this study proposed a mode of the impact on intention to use.
The findings of this study showed that: (1) The Expectation Confirmed Theory (ECT) is positively correlated with the continuing use of the mobile commerce. (2) Customers'' perceptive quality of mobile commerce is explored; the acceptance of mobile commerce continuance intention to use represents the positive effects. In the end, the conclusion of this research put forth improvement proposals on corresponding marketing strategies and mobile commerce service to the relevant industries for references.


目錄
摘要 i
Abstract ii
目錄 iii
表目錄 v
圖目錄 vi
第一章 緒論 1
1.1研究背景與動機 1
1.2研究目的 3
1.3研究流程 4
第二章 文獻探討 6
2.1行動商務 6
2.2知覺品質 7
2.2.1 知覺價值形成模式 7
2.2.2 行動商務知覺品質 8
2.2.3資訊系統成功模式 10
2.3 期望確認模式 12
第三章 研究方法 15
3.1 研究架構與假設推論 15
3.2操作型定義 19
3.3研究工具 21
3.3 資料蒐集方法 22
3.4 資料分析方法 22
第四章 實證分析 24
4.1 描述性統計分析 24
4.2信度與效度分析 29
4.3相關分析 29
4.4迴歸分析 30
第五章 結論與建議 38
5.1 研究結論 38
5.2建議事項 41
參考文獻 44
附錄 53

表目錄
表3.1 本研究之衡量題向 21
表4.1 基本資料分析表 25
表4.2 基本資料分析表各研究構面敘述統計分析表 28
表4.3問卷各構面之Cronbach’s α係數表 29
表4.4 Pearson係數各構面之相關情形 30
表4.5知覺品質對知覺有用性之迴歸分析 31
表4.6知覺品質之系統品質、資訊品質、服務品質對知覺有用性之迴歸分析 32
表4.7知覺品質對確認之迴歸分析 33
表4.8知覺品質之系統品質、資訊品質、服務品質對確認之迴歸分析 34
表4.9確認對知覺有用性之迴歸分析 34
表4.10確認對滿意度之迴歸分析 35
表4.11知覺有用性對滿意度之迴歸分析 36
表4.12知覺有用性對再使用意願之迴歸分析 36
表4.13滿意度對再使用意願之迴歸分析 37


圖目錄
圖1.1台灣行動電話門號的變動情形 1
圖1.2台灣行動上網、行動寬頻、無線寬頻帳號數的變動情形 2
圖1.3 論文流程圖 5
圖2.1 Monroe and Krishnan(1985)知覺價值形成模式 7
圖2.2 Grewal, Monroe and Krishnan(1998)知覺價值模式 8
圖2.3 資訊系統成功模型 (Revised DeLone and McLean IS Success Model) DeLone and McLean(2003) 11
圖2.4 期望確認理論 (Expectation Confirmation Theory, ECT) (Oliver, 1980) 12
圖2.5 IS接受後持續採用模式 (Post-Acceptance Model of IS Continuance) (Bhattacherjee, 2001) 14
圖3.1研究架構圖 15
圖4.1 知覺品質對知覺有用性之關係路徑圖 31
圖4.2 知覺品質之系統品質、資訊品質、服務品質對知覺有用性之關係路徑圖 32
圖4.3 知覺品質對確認之關係路徑圖 33
圖4.4 知覺品質之系統品質、資訊品質、服務品質對確認之關係路徑圖 34
圖4.5 確認程度對知覺有用性 關係路徑圖 35
圖4.6 確認對滿意度 關係路徑圖 35
圖4.7 知覺有用性對滿意度 關係路徑圖 36
圖4.8 知覺有用性對再使用意願 關係路徑圖 37
圖4.9 滿意度對再使用意願 關係路徑圖 37



參考文獻
1.古永嘉(1996),企業研究方法,台北市:華泰書局。
2.皮世明(1999),影響資訊系統服務品質的因素研究,國立中央大學資訊管理研究所博士論文,未出版,桃園縣。
3.吳明隆、涂金堂(2005),SPSS與統計應用分析,台北市:五南圖書出版股份有限公司。
4.吳明隆(2007),SPSS 統計應用學習實務(問卷分析與應用統計),台北市:知城書局。
5.李佩芬(2010),新貧階級消費對行動商務採用之影響,國立中正大學會計與資訊科技研究所碩士論文,未出版,嘉義縣。
6.岳君怡(2006)。影響顧客持續使用網路銀行意願關鍵因素之研究。國立中正大學資訊管理研究所碩士論文,未出版,嘉義縣。
7.邱慶德(2003),民眾持續使用網路醫療諮詢意願之研究—期望確認理論之應用,國立中正大學資管研究所碩士論文,未出版,嘉義縣。
8.洪郁雯(2011),探討資訊品質、系統品質及服務品質對消費者滿意度及購買意圖影響之研究-期望確認理論之擴展,國立中山大學國際經營管理碩士班碩士論文,未出版,高雄市。
9.張重昭、周貞宇(1999),知覺品質與參考價格對消費者知覺價值與購買意願之影響。企業管理學報,第45期,頁1-36。
10.陳詠裕(2010),影響會員持續使用網路論壇意願因素之研究—以台灣地區為例」,朝陽科技大學資訊管理系碩士班碩士論文,未出版,彰化縣。
11.黃仲祥(2010),科技接受度模式應用於社區遠距照護系統之研究,南開科技大學福祉科技與服務管理所碩士論文,未出版,桃園縣。
12.黃薇蓉(2008),運用行動裝置在理財服務接受度之研究,國立彰化師範大學資訊管理學系所碩士論文,未出版,彰化縣。
13.Adams, D. A., Nelson, R. R., and Todd, P. A. (1992). “Perceived Usefulness,Ease of Use and Usage of Information technology: A Replication. “ MIS Quarterly, Vol. 16, No. 2, pp.227-247
14.Bearden, W. O. and J. E. Teel (1983). "Selected Determinants of Consumer Satisfaction and Complaint Reports." Journal of Marketing Research, Vol. 20, No. 1, pp.21.
15.Bhattacherjee, A. (2001), “Understanding information system continuance: An expectation-confirmation model,” MIS Quarterly, Vol.25, No.3, pp.351-370.
16.Bolton, R. N. and Drew, J.H. (1991), “A Multistage Model of Customer’ Assessments of Service Quality and Value,” Journal of Consumer Research, Vol. 17, No. 4, pp.875-884.
17.Brown, I., and Jayakody, R. (2009), “B2C e-commerce success: A test and validation of a revised conceptual model,” The Electronic Journal Information System Evaluation, Vol.12, No.2, pp. 129-148.
18.Chae, M., Kim, J., Kim H., and Ryu, H. (2002), “Information quality for mobile internet services: A theoretical model with empirical validation,” Electronic Markets, Vol.12, No.1, pp.38-46.
19.Chiu, C. M., Hsu, M. H., Sun, S. Y., Lin, T. C., and Sun, P. C. (2005), “Usability, quality, value and e-learning continuance decisions,” Computers and Education, Vol.45, pp.399-416.
20.Cronin, J.J., Brady, M.K. and Hult, GT. (2000),”Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Enviorments,” Jouranl of Retailing, Vol. 76, No. 2, pp.193-218.
21.Dabolkar, P. A., Shepard, C. D., & Thorpe, D. I. (2000). ”A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal Study,”Journal of Retailing, Vol. 76, No. 2, pp.139-173.
22.Davis, F. D., Bagozzi, R. P., & Warshaw, P. R., (1989). ”User Acceptance of Computer Technology: A Comparison of Two Theoretical Models, ” Management Science, Vol. 35, No. 8, pp.982-1003
23.Delone, W. H., and McLean, E. R. (1992), “Information systems success: The quest for the dependent variables,” Information Systems Research, Vol.3, No.1, pp.60-95.
24.Delone, W. H., and McLean, E. R. (2003), “The DeLone and McLean Model of information systems success: A ten-year update,” Journal of Management Information Systems, Vol.19, No.4, pp.9-30.
25.Dodds, W.B., K.B. Monroe, and D.Grewal(1991), "Effects of Price, Brand, and Store Information on Buyers'' Product Evaluations", Journal of Marketing Research, Vol. 28, No. 3, pp.307-319.
26.Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., and Bryant, B. E. (1996), “The American customer satisfaction index: Natural, purpose, and findings,” Journal of Marketing, Vol.6, No.4, pp.7-18.
27.Goetsch,D.L and Davis,S (1994).Inductionction to Total Quality: Quality, Productivity,Competitiveness. Prentice-Hall International Edition.
28.Grewal, D., Monroe, K.B.& Krishnan R.(1998) , "The Effects of Price-Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions", Journal of Marketing, Vol. 62, No. 2, pp.46-59.
29.Guieford, J. P. (1965), Fundamental Statistics in Psychology and Education, New York: McGraw-Hill.
30.Gunasekaran, A. and E. Ngai (2003), “Special Issue on Mobile Commerce (M-Commerce): Strategies, Technologies and Applications (MCSTA)”, Decision Support System.
31.Harris, L., and Goode, M. (2004), “The four levels of loyalty and the pivotal role trust: A study of online service dynamics,” Journal of Retailing, Vol. 80, pp. 139-158.
32.Huang, K. T., Lee, Y. W., and Wang, R. Y. (1999), Quality Information and Knowledge, Prentice Hall Upper Saddle River.
33.Hung, M. C., Hwang, H. G., and Hsieh, T. C. (2007), “An exploratory study on the continuance of mobile commerce: an extended expectation-confirmation model of information system use,” International Journal of Mobile Communication, Vol.5, No.4, pp.409-422.
34.Igbaria, M. , Zinatelli, N. ,Cragg, P. , and Cavaye, A.L.M. (1997) , “Personal computing acceptance factors in small firms: A structural equation model", MIS Quarterly, Vol. 21, No. 3, pp.279–305.
35.ITU report (2011) , “The World in 2010: ICT Facts and Figure,” Report from International Telecommunication Union (ITU), available at http://www.itu.int/ITU-D/ict/material/FactsFigures2010.pdf
36.Juran, J. M. (1989) , “Universal approach to managing for quality", Executive Excellence, Vol. 6, No. 5, pp.15-17.
37.Kamba, T., Elson, S. A., Harpold, T., Stamper, T., and Sukaviriya, P. (1996), “Using small screen space more efficiently,” Proceedings of the 1996 ACM Conference on Human Factors in Computing Systems(CHI2000), The Hague, Netherlands, April1-6, pp.383-390.
38.Kang, Y. S., Hong, S., and Lee, H. (2009), “Exploring continued online service usage behavior: the roles of self-image congruity and regret,” Computer in Human Behavior, Vol.25, pp.111-122.
39.Karahanna, E. and D. W. Straub (1999), "The psychological origins of perceived usefulness and ease-of-use," Information and Management, Vol. 35, No. 4, pp.237-250.
40.Khilfa, M., and Shen, K. N. (2008), “Drivers for transactional for B2C m-commerce adoption: Extended theory of planned behavior,” The Journal of Computer Information System, Vol.48, No.3, pp.111-117.
41.Kleijnen, M., Wetzels, M., and de Ruyter, K. (2003), “Consumer acceptance of wireless financial,” Journal of Financial Service Marketing, Vol.8, No.3, pp.206-217.
42.Koivumaki, T., Ristola, A., and Kesti, M. (2008), “The effects of information quality of mobile information services on user satisfaction and service acceptance – Empirical evidence from Finland,” Behavior and Information Technology, Vol.27, No.5, pp.375-385.
43.Landrum, H., & Prybutok, V. R. (2004), "A service quality", European Journal of Operational Research, Vol. 156, No. 2, pp.628.
44.Lederer, A., Maupin, D., Sena, M., and Zhuang, Y. (2000), “The technology acceptance model and the world wide web,” Decision Support Systems, Vol. 29, No. 3, pp. 269-282.
45.Lee, M. C. (2010), “Explaining and predicting users’ continuance intention toward e-learning: an extension of expectation-confirmation model,” Computer and Education, Vol.54, pp.506-516.
46.Limayem, M., Hirt, S. G., and Cheung, C. M. K. (2007), “How habit limits the predictive power of intention: the case of information systems continuance,” MIS Quarterly, Vol.31, No.4, pp.705-737.
47.Lin, C. S., Wu, S., and Tsai, R. J. (2005), “Integrating perceived playfulness into expectation-confirmation model for web portal context,” Information and Management, Vol.42, pp.683-693.
48.Liu, C., & Arnett, K. P. (2000), “Exploring Factors Associated with Web Site Success in the Context of Electronic Commerce,” Information and Management (I&M) , Vol. 38, No. 2, pp.28-33
49.Lociacono, E., Watson, R. T., and Goodhue, D. (2000), “WebQual: A web site quality instrument,” working paper, Worcester Polytechnic Institute.
50.Lovelock, C. H. & Wright L. (2002), Principles of Service Marketing and Management/2E, New York:Prentice-Hall Inc.
51.Lu, Y., Zhang, L., and Wang, B. (2009), “A multidimensional and hierarchical model of mobile service quality,” Electronic Commerce Research and Applications, Vol.8, pp.228-240.
52.Mason, R. O. (1978), “Measuring information output: A communication system approach,” Information and Management, Vol.1, No.5, pp.803-838.
53.Mckinney, V., Yoon, K., and Zahedi, F. M. (2002), “The measurement of web-customer satisfaction: An expectation and disconfirmation approach,” Information System Research, Vol.13, No.3, pp.296-315.
54.Monroe, K. B. and R. Krishnan (1985),"The Effect of Price on Subjective Product Evaluations," in Perceived Quality, J. Jacoby and J.Olson, Eds. Lexington, MA: Lexington Books, pp.209- 231.
55.Mueller-Veerse,F.(2000),Mobile Commerce Report, London : Durlacher Research Ltd.
56.Oliver, R. L. (1980), “A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions, “ Journal of Marketing Research, Vol. 17, No. 4, pp.460-469
57.Oliver, R. L. (1993), “Cognitive, Affective, and Attribute Bases of the Satisfacton Response, “ Journal of Consumer Research, Vol. 20, No. 3, pp.418-430.
58.Parasuraman, A. Zeithaml, V. A., and Barry, L. L. (1988), “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality,” Journal of Retailing, Vol.64, No.1, pp.12-40.
59.Parasuraman, A., Zeithaml, V. A., and Barry, L. L. (1985), “A conceptual model of service quality and its implications for future research,” Journal of Marketing, Vol.49, pp.41-50.
60.Patterson, P. G., Johnson, L. W., & Spreng, R. A. (1997) , “Modeling the Determinants of Customer Satisfaction for Business-to-Business Professional Services, “Journal of the Academy of Marketing Science, Vol. 25, No. 1, pp. 4-17.
61.Pitt, L.F., Watson, R.T. and Kavan, C.B. (1995), “Service Quality: A Measure of Information Systems Effectiveness,”MIS Quarterly, Vol. 19, No. 2, pp. 173-187.
62.Rai, A., Lang, S., and Welker, R. (2002), “Assessing the validity of is success models: An empirical test and theoretical analysis,” Information Systems Research, Vol.13, No.1, pp. 50-69.
63.Saeed, K. A., Hwang, Y., & Yi, M. Y. (2003) , “Toward an integrative framework for online consumer behavior research: A meta-analysis approach,”Journal of End User Computing, Vol. 15, No.41, pp. 1-26.
64.Seddon, P. (1997), “A respecification and extension of the DeLone and Mclean Model of IS Success,” Information Systems Research, Vol. 8, No.3, pp. 240-253.
65.Shannon, C. E., and Weaver, W. (1949), The Mathematical Theory of Communication, Urbana, IL: University of Illinois Press.
66.Shih, G and Simon S.Y. Shim (2002), “A Service Management Framework for M-Commerce Applications”, Mobile Networks and Applications, Vol. 7, No. 3, pp. 199-212
67.Siau, K., and Shen, Z. (2003), “Building customer trust in mobile commerce,” Communications of the ACM, Vol.46, No.4, pp.91-94.
68.Siau, K., Lim, E. P., and Shen, Z. (2001), “Mobile commerce: promise, challenge, and research agenda,” Journal of Database Management, Vol.12, No.5, pp.4-13.
69.Spreng, Richard A. and Richard W. Olshavsky (1993), “A Desires Congruency Model of Consumer Satisfaction,” Academy of Marketing Science, Vol. 21, No. 3, pp.169-178
70.Szajna, B. (1996), “Empirical evaluation of the revised technology acceptance model”, Management Science, Vol. 42, No. 1, pp.85-92.
71.Tan, F. B., and Chou, J. P. C. (2008), “The relationship between mobile service quality, perceived technology compatibility, and users’ perceived playfulness in the context of mobile information and entertainment services,” International Journal of Human-Computer Interaction, Vol.24, No.7, pp.649-671.
72.Taylor, S., & Todd, P. A. (1995) , “Understanding information technology usage: A test of competing models”, Information Systems Research, Vol. 6, No. 2, pp.8144-176.
73.Thong, J. Y. L., Hong, S. J., and Tam, K. Y. (2006), “The effect of post-adoption beliefs on the expectation-confirmation model for information technology continuance,” International Journal of Human-Computer Studies, Vol.64, pp.799-810.
74.Turban, E., et al. (2002), Electronic Commerce 2002: A Managerial Perspective (2/e) Upper Saddle River, NJ: Prentice Hall.
75.Vaidynathan, R. (2002), “Wireless and Mobility Enterprise Application Deployments”, eAI Journal, September 2002, pp.26-28
76.Venkatesh, V., & Morris, M. G. (2000), “Why Don''t Men Ever Stop to Ask for Directions? Gender, Social Influence, and Their Role in Technology Acceptance and Usage Behavior, “MIS Quarterly, Vol. 24, No. 1, pp.115-139.
77.Wolfinbarger, M. F., and Gilly, M. C. (2003), “eTailQ: Dimensionalizing, measuring, and predicting etail Quality,” Journal of Retailing, Vol. 79, No. 3, pp.183-198.
78.Wu, J. H., and Wang, S. C. (2005), “What drives mobile commerce? An empirical evaluation of the revised technology acceptance model,” Information and management, Vol.42, pp.719-729.
79.Wu, X., Chen, Q., Sheng, L., and Wang, Y. (2009), “A conceptual model of m-commerce customers'' continuance intention based on the customers'' perceived value,” International Journal of Mobile Learning and Organization, Vol.3, No.3, pp.243-257.
80.Yen, C. H., and Lu, H. P. (2008), “Factors influence online auction repurchase intention,” Internet Research, Vol.18, No.1, pp.7-25.
81.Yoo, Boonghee, & Donthu, Naveen. (2001), “Developing a scale to measure the perceived quality of an Internet shopping site (SITEQUAL), “Quarterly Journal of Electronic Commerce, Vol. 2, No. 1, pp.31-46.
82.Zeithaml V.A.,& Bitner M.J(1996),Services Marketing. New York: The Mc Graw-Hill Companies,Inc.
83.Zhang, X., Keeling, K., and Pavur, R. (2000), “Information quality of commercial website home pages: An explorative analysis,” In the Proceeding of ICIS, 10-12 December 2000, Brisbane, Australia.


QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊
 
系統版面圖檔 系統版面圖檔