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研究生:楊翊
研究生(外文):Yi Yang
論文名稱:探討SaaS持續意圖—社會交換理論與服務品質
論文名稱(外文):Understanding SaaS continuance—social exchange theory and service quality
指導教授:周斯畏周斯畏引用關係
指導教授(外文):Shih-Wei Chou
學位類別:碩士
校院名稱:國立高雄第一科技大學
系所名稱:資訊管理系企業電子化碩士班
學門:商業及管理學門
學類:一般商業學類
論文種類:學術論文
論文出版年:2014
畢業學年度:102
語文別:中文
論文頁數:64
中文關鍵詞:能力信任軟體即服務產出導向服務品質持續意圖開放信任
外文關鍵詞:Intention to ContinuanceOpenness-TrustCompetence-TrustOutcome-based service qualitySaaS
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雲端運算 (Cloud Computing)為現在熱門科技議題,其中SaaS服務透過租賃的方式進行,藉此企業能降低軟體的建置與維護的成本,所以未來企業對於其中的軟體即服務(Software as a Service)的需求將會大量增加,因此本研究將以SaaS為主要探討項目。本研究結合社會交換理論,探討客戶在使用SaaS時能否感覺到SaaS的產出結果是有益的,並能夠信任SaaS且能持續進行使用。本研究利用問卷調查法,以企業工作者且有SaaS使用經驗者為主,蒐集有效問卷203份,使用PLS資料分析,研究結果發現:(1)產出導向服務品質對於能力信任具有正向影響(2)產出導向服務品質對於開放信任具有正向影響(3)使用者對於SaaS服務供應商之能力信任對於使用者之持續意圖具有正向影響(4)使用者對於SaaS服務供應商之開放信任對於使用者之持續意圖具有正向影響。
“Cloud computing”is the hot topic nowadays,Saas is working through rent,company can decrease costs of software development and maintenance. Therefore company will increase amount of request in the future,so regard SaaS as research subject.
It combines with Social-Exchange theory to research about if users think it’s helpful when they are using SaaS,then they can trust and use it continuously.
It adopts questionnaire survey with workers who ever used SaaS,with 203 valid questionnaires returned,via PLS statistical analysis,and make 4 conclusions,including:
(1)outcome-based service quality of SaaS is positively affects to the competence-trust.
(2) outcome-based service quality of SaaS is positively affects to the competence-trust.
(3)competence-trust is positively affects to the intention of continuous (4)Openness-trust is positively affects to the intention of continuous
中文摘要 I
ABSTRAST II
致謝 III
目錄 IV
表目錄 VII
圖目錄 VIII
壹、緒論 1
一、研究背景 1
二、研究動機 3
三、研究目的 4
四、研究範圍 6
五、論文架構與研究程序 7
貳、文獻探討 9
一、雲端 9
(一)、雲端服務 9
(二)、SaaS服務 11
二、社會交換理論 12
三、信任 13
(一)、能力信任 15
(二)、開放信任 16
四、服務 16
(一)、服務的定義 16
(二)、服務品質定義 17
(三)、產出導向服務品質 18
參、研究設計與方法 21
一、研究模型與變項說明 21
二、研究假說推論與建立 24
三、研究變數與操作型定義衡量 27
四、問卷設計 30
肆、資料收集與分析 32
一、資料收集與描述 32
二、共同方法變異 35
三、資料分析與描述 35
伍、結論與討論 46
一、研究發現 46
二、研究貢獻 48
三、研究限制 49
四、未來研究方向 49
陸、參考文獻 50
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