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研究生:魏年懋
研究生(外文):Wei, Nian-Mao
論文名稱:資訊系統成功模型探討消費者轉換意圖-以智慧型手機為例
論文名稱(外文):Exploring of Information System Success Model on Smartphone Switching Intention
指導教授:林俊昇林俊昇引用關係
指導教授(外文):Lin, Jeun-Sheng
口試委員:林豐瑞何黎明
口試委員(外文):Lin, Fong-RueiHe, Li-Ming
口試日期:2017-06-27
學位類別:碩士
校院名稱:國立屏東大學
系所名稱:行銷與流通管理學系碩士班
學門:商業及管理學門
學類:行銷與流通學類
論文種類:學術論文
論文出版年:2017
畢業學年度:105
語文別:中文
論文頁數:87
中文關鍵詞:智慧型手機資訊系統成功模型知覺價值顧客滿意度轉換意圖
外文關鍵詞:Smart PhoneInformation System Success ModelCustomer SatisfactionPerceived ValueSwitching Intention
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行動手機結合作業系統形成智慧型手機後,手機不再只具備通訊功能,結合多樣化應用程式功能,解決日常生活的不便,智慧型手機的系統與資訊品質直接影響消費者的轉換意願。本文參考DeLone和McLean(1992)資訊成功模型模式中的系統與資訊品質等兩個因素,對智慧型手機的知覺價值與顧客滿意度影響,並探討知覺價值與顧客滿意度影響消費者轉換意圖的關聯性。
本文以台灣地區具有使用智慧型手機的民眾為研究對象,利用網路發放問卷,有效問卷共327份,有效問卷率為99%;建立結構方程式模型(SEM),計算各構面關係估計係數。研究結果顯示,系統品質和資訊品質對知覺價值皆有正向影響;系統品質對顧客滿意度亦呈正向影響,資訊品質在滿意度無明顯影響;至於知覺價值和顧客滿意度對降低轉換意圖均有正向影響,顯示消費者轉換智慧型手機,在經驗評價滿意下,有持續使用智慧型手機意願。

Mobile phone with the operating system after the formation of smart phones, mobile phones no longer only have the communication function, combined with a variety of application features to solve the inconvenience of daily life, smart phone system and information quality directly affect the customer's conversion will.This paper refers to the two factors of DeLone & McLean (1992) information success model, the influence of the perceived value and the customer satisfaction of the smart phone, and discusses the correlation between the perceived value and the customer satisfaction affect the customer's intention.
We use of Internet questionnaires as samples had smart phone experience in Taiwan. The 330 surveys were distributed, 327 surveys were valid, contributingto a 99% valid questionnaire rate. We adopted SEM to test five hypothesizes.The result in our research shows that the system quality and information quality positively affect the perceived value ; and system quality positively affect customer satisfaction, but the quality of information is no significant correlation. As well as perceived value and customer satisfaction are significantly related to reducing the conversion intention, showing the conversion of domestic customers smart phone, the use of experience evaluation is satisfactory, and will continue to use smart phones.

摘 要 I
Abstract II
目 錄 III
表 目 錄 V
圖 目 錄 VI

第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究流程 4

第二章 文獻探討 6
第一節 智慧型手機定義及相關文獻 6
第二節 資訊系統成功模型文獻 14
第三節 知覺價值相關文獻 23
第四節 顧客滿意度相關文獻 27
第五節 轉換意圖相關文獻 31
第六節 各構面關聯性之相關文獻 34

第三章 研究方法 39
第一節 研究架構 39
第二節 操作型構面定義 40
第三節 抽樣方法與問卷設計 42
第四節 資料分析方法 45

第四章 實證結果分析 52
第一節 樣本結構分析 52
第二節 信度與效度分析 55
第三節 結構方程式估計分析 58

第五章 結論與建議 64
第一節 結論 64
第二節 管理意涵 66
第三節 研究限制與後續研究建議 68

參考文獻 70
網路文獻 70
中文文獻 70
英文文獻 71

附錄一:研究問卷 85
網路文獻
國際數據資訊:http://www.idc.com.tw/about/latestnews.jsp,2017/3/15 上網。
資策會(MIC):http://mic.iii.org.tw/,2017/3/17 上網。
高德納諮詢:http://www.gartner.com/newsroom/id/2482816,2017/3/15 上網。

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