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研究生:呂元皓
研究生(外文):Yuan-Hao Lu
論文名稱:探討雲端服務品質、行動價值與使用者滿意度之關係:以蘋果公司iCloud為例
論文名稱(外文):Exploring the Relationship among Cloud Service Quality, Mobile Value and User Satisfaction:A Case Study of iCloud
指導教授:廖森貴廖森貴引用關係
口試委員:李易諭耿慶瑞
口試日期:2012-06-12
學位類別:碩士
校院名稱:國立臺北科技大學
系所名稱:經營管理系碩士班
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:2012
畢業學年度:100
語文別:中文
論文頁數:79
中文關鍵詞:雲端服務行動價值使用者滿意度
外文關鍵詞:cloud serviceuser satisfactionmobile value
相關次數:
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隨著科技的進步以及無線/行動網路的發展,雲端服務是一個具有相當大潛力的嶄新的服務,藉由雲端服務可以節省成本以及提升效率的特性,蘋果公司也試圖搶佔這份市場的大餅,在2011年6月推出了專屬於蘋果公司的雲端服務,提供給旗下iOS系統的硬體裝置使用。透過無線/行動上網的便利之特性提供使用者由媒介移動性所帶來的額外服務價值。
本研究從雲端服務品質的觀念出發,以安全性、效率與系統可用性三構面來探討,並行動價值作為中介變數,探討是否透過行動價值,進而提高使用者滿意度。本研究之研究方式採驗證性方法,問卷調查方式進行,研究對象以使用過iCloud雲端服務的使用者為主,分別回收294 份有效樣本數,並使用SPSS 與AMOS 統計軟體進行實證分析,結果發現理論模式適配情形良好,證實雲端服務品質會透過行動價值,進而提高使用者滿意度。


With the advance of technology, as well as wireless / mobile internet development, cloud services is a new service which has a great potential growth. Because cloud services can save costs and improve efficiency features, Apple is also trying to seize on this market. in June 2011, Apple launched a cloud services exclusively for itself, and the service just suit on devices available to its own iOS system. Through the convenience of wireless / mobile Internet features to provide users additional services brought about by the media mobility.
This study is based on the prospect of advocacy. We use three aspects among Cloud service quality, including security , efficiency and system availability transparency of information and cooperation as independent variables.
And then we discussed whether advocacy enhance User Satisfaction through mobile value. This is an Empirical study. We distribute questionnaires who ever used iCloud. This paper recoup 249 questionnaires to analyze it with AMOS. The result show that Cloud Service Quality and User Satisfacation have positive relationship through mobile value.


目錄
中文摘要 I
ABSTRACT II
目錄 V
表目錄 VII
圖目錄 VIII
第一章 緒論 1
1.1 研究背景與動機 1
1.2與過去研究差異 4
1.3 研究目的 5
1.4 研究流程 6
第二章 文獻探討 8
2.1 雲端服務品質 8
2.1.1雲端運算服務的定義 8
2.1.2 服務品質的定義 10
2.1.3 資訊系統服務品質的定義 11
2.1.4 雲端服務品質的構面 14
2.2 行動價值 18
2.2.1 行動價值的定義 18
2.2.2 行動價值的構面 19
2.3 顧客滿意度 24
2.3.1 顧客滿意度的定義 24
2.3.2 顧客滿意度的構面 26
2.3.3 小結 28
2.4 變數間之關係 28
2.4.1 雲端服務品質與行動價值之關係 29
2.4.2 行動價值與顧客滿意度之關係 30
第三章研究方法 32
3.1研究架構與假設 32
3.1.1 研究架構 32
3.1.2研究假設 33
3.2研究變數與操作性定義與衡量 33
3.3問卷與抽樣設計 34
3.3.1研究對象 34
3.3.2問卷設計 35
3.3.3 抽樣設計 37
3.4 統計方法 38
3.4.1 描述性統計 39
3.4.2 信效度分析 39
3.4.3 Pearson 相關分析 39
3.4.4 結構方程模式 39
第四章 研究分析與結果 42
4.1 樣本結構分析 42
4.1.1基本資料分析 42
4.1.2 統計資料分析 43
4.2 信效度分析 45
4.2.1 信度分析 45
4.2.2 效度分析 46
4.3 相關分析 49
4.4 AMOS架構分析 50
4.4.1 理論模式適配度分析 50
4.4.2 整體模式路徑圖 53
4.4.3 競爭模式分析 54
4.5 研究假設驗證結果與路徑分析 55
4.5.1 研究結果驗證 55
4.5.2 路徑分析 56
第五章 研究結論與建議 58
5.1 研究結論 58
5.1.1雲端服務品質與行動價值之關係 58
5.1.2行動價值與使用者滿意度之關係 58
5.2 理論貢獻與實務貢獻 59
5.2.1理論貢獻 59
5.2.2實務貢獻 60
5.3 研究限制 61
5.4 未來研究方向及建議 62
參考文獻 64
附錄一 74
附錄二 問券 77
表目錄
表2-1 服務品質的定義 11
表2-2 資訊品質比較表 13
表2-3 網際網路SERVQUAL 服務品質構面 15
表2-4 E-S-QUAL量表之四個構面 16
表2-5 E-RECS-QUAL量表之構面 16
表2-6 行動特性(一) 21
表2-7 行動特性(二) 22
表2-8 行動特性(三) 22
表2-9 行動特性(四) 23
表2-10行動特性(五) 23
表3-1本研究假設 33
表3-2研究變數操作性定義與衡量 34
表3-3問卷設計之衡量題項 36
表4-1問卷樣本結構敘述統計 43
表4-2敘述性統計資料分析 44
表4-3問項信度分析表 46
表4-4驗證性因素分析表 48
表4-5收斂、區別效度 48
表4-6各變數相關係數矩陣 50
表4-7理論模式適配度分析 53
表4-8理論與競爭模式之適配性分析 55
表4-9研究假設驗證 56
表4-10 路徑效果 57
圖目錄
圖1-1研究流程 7
圖3-1概念性架構 32
圖3-2本研究架構 33
圖3-3本研究之問卷發展過程 36
圖4-1 整體模式路徑圖 54



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