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研究生(外文):Guan-Cheng Wang
論文名稱(外文):Understanding the formation of Software-as-a-Service (SaaS) Trust from the Social Capital Theory
指導教授(外文):Shih-Wei Chou
外文關鍵詞:Technology facilitatingCognitive capitalRelational capitalSaaSTrust
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軟體即服務(Software-as-a-Service; SaaS)是近年來發展熱門的資訊服務,提供更多的便利性,以協助日常及工作上的使用者,然而可能會因為SaaS提供者提供服務之便利性不佳,以及與使用者互動關係薄弱,以至於使用者無法信任提供者。本研究主要以社會資本理論作為核心,藉此分析SaaS提供者提供的科技便利性如何影響與使用者的關係,並深入了解使用者對於SaaS提供者所提供服務之信任。利用問卷調查法收集相關使用SaaS來協助日常及工作的個人使用者,從而收集到的有效問卷共216份,研究結果發現,(1) SaaS提供者所提供的科技便利性會影響與使用者的社會資本,有正向的影響(2) SaaS提供者與使用者的社會資本對於使用者使用SaaS產生的信任,有正向的影響。
Cloud computing is an architecture in application services on the Internet that does not require complex installation and regular maintenance. It can be easily accessed through the Internet and it has already been widely used in business as well as in daily personal lives. The cloud service has three models, namely: Infrastructure as a Service (IaaS), Platform as a Service (PaaS) and Software as a Service (SaaS). According to a forecast made by the market research firm, IDC, if SaaS can play a key role in cloud computing, then SaaS cloud services will account for 75% of industrial output, and the market for cloud services will reach $ 72.9 billion in 2015; enough to see the SaaS model gaining worldwide popularity and inevitably becoming the new trend in software industry in the future.

Software-as-a-Service (SaaS) has evolved to become a popular information service, providing greater convenience and assistance to end-users both at work and in their daily routines. This research focuses on Social Capital Theory (Relational capital & Cognitive capital) and Technology Facilitating conditions to analyze how SaaS Providers relates and interacts with end-users. A more detailed examination of how end-users determine the trustworthiness of SaaS Providers will also be discussed. Questionnaires are used to gather and investigate the impact SaaS has on end-users at work and in their daily routines. The results of the questionnaires gathered from 216 samples SaaS end-users found that (1) The Technology Facilitating conditions made possible by the technological innovation of SaaS Providers will positively affect the relational and cognitive capital of end-users, and (2) SaaS Providers and end-users’ relational and cognitive capital will positively affect the trustworthiness that end-users have on SaaS Provider.
中文摘要 I
誌 謝 IV
目 錄 V
表目錄 VII
圖目錄 VIII
壹、緒論 1
一、研究背景 1
二、研究動機 4
三、研究目的 5
四、研究範圍 5
五、論文結構與研究流程 6
六、研究程序 6
貳、文獻探討 9
一、雲端運算(Cloud Computing) 9
(一)基礎設施即服務(Infrastructure as a Service; IaaS) 10
(二)平台即服務(Platform as a Service; PaaS) 11
(三)軟體即服務(Software as a Service; SaaS) 11
二、軟體即服務(Software-as-a-Service; SaaS) 12
三、社會資本理論(Social Capital Theory,SCT) 13
(一) 關係資產(Relational Capital) 14
(二) 認知資產(Cognitive capital) 16
四、信任(Trust) 17
五、科技便利性(Technology-Facilitating Conditions) 18
參、研究方法與設計 20
一、研究假說與模式推導 20
(一) 「關係資產」與「信任」之關係 20
(二) 「認知資產」與「信任」之關係 21
(三) 「科技便利性」對「關係資產」與「認知資產」之關係 22
二、研究模型與各變項說明 22
(一) 自變項 24
(二) 中介變項 24
(三) 依變項 24
(四) 控制變數 25
三、研究變數的操作型定義與衡量 25
(一) 科技便利性(Technology-Facilitating conditions) 25
(二) 關係資產(Relational Capital) 26
(三) 認知資產(Cognitive Capital) 27
(四) 信任(Trust) 27
四、問卷設計 29
五、研究樣本 31
肆、資料收集與分析 32
一、資料收集 32
二、資料分析 34
(一)測量模式分析 34
(二)結構模式分析 39
伍、結論與未來發展 45
一、研究發現 45
二、研究結果 46
(一) 「科技便利性」對「關係資產」和「認知資產」之驗證性分析 46
(二) 「關係資產」和「認知資產」對「信任」之驗證性分析 47
三、研究貢獻 47
四、研究限制 48
(一) 研究類別之限制 48
(二) 發放問卷之限制 48
(三) 研究變數之限制 49
五、未來研究方向 49
(一) 增加雲端應用服務的延伸 50
(二) 增加軟體即服務延伸於不同產業 50
參考文獻 51
一、中文文獻 51
二、英文文獻 51
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