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研究生:黃敏崇
研究生(外文):Huang ,Min-Tsumg
論文名稱:資訊系統整合服務購買意圖影響因素之研究
論文名稱(外文):The Research for Purchasing Intention on Influencing Factors of Information System Integration Services
指導教授:李慶長李慶長引用關係
指導教授(外文):Lee , Ching-Chang
學位類別:碩士
校院名稱:國立臺北商業大學
系所名稱:企業管理系碩士班
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:2017
畢業學年度:105
語文別:中文
論文頁數:77
中文關鍵詞:系統整合服務品質服務創新顧客滿意度購買意圖
外文關鍵詞:Systems IntegrationService QualityService InnovationCustomer SatisfactionPurchasing Intention
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資通訊技術的演進、社會環境變遷;新的商業經營模式、新的服務概念等孕育而生。在這於微利及競爭環境,資訊系統整合服務業者如何掌握獲利關鍵影響因素,提升顧客滿意度、購買意願,是極為重要的企業生存及永續經營議題。
本研究透過文獻整理,探討資訊系統整合服務採購或服務過程中,資訊品質、系統品質、服務品質、服務創新、企業形象、關係(Guanxi)、顧客滿意度與購買意圖間之關係,及對於顧客滿意度與購買意圖之影響因素。
本研究自2017 年1月5至25日採網路問卷調查方式,回收問卷420份,有效問卷408份,有效回收率為97%。研究結果顯示: (一) 系統品質對顧客滿意度有正向顯著之影響。 (二) 資訊品質對顧客滿意度有正向顯著之影響。 (三) 服務品質對顧客滿意度有正向顯著之影響。 (四) 服務創新對顧客滿意度有正向顯著之影響。 (五) 企業形象對顧客滿意度無顯著之影響。 (六) 關係(Guanxi)對顧客滿意度有正向顯著之影響。 (七) 企業形象對顧客購買意圖有正向顯著之影響 (八) 關係(Guanxi)對顧客購買意圖有正向顯著之影響。 (九) 顧客滿意度對顧客購買意圖有正向顯著之影響。
The new business models and service concepts are generated with the evolution of information technology and the changes of social environment. How to handle the crucial factors for profit and how to leverage the satisfaction and purchasing intention of customers are extremely important issues for the information systems integration service providers to survive and sustain in this low-profit and competitive environment.

Through organizing references, this paper aims to explore the relationship between information quality, system quality, service quality, service innovation, corporate image, guanxi, customer satisfaction and purchasing intention as well as the influence on the customer satisfaction and purchasing intention in the processes of procurement and implementation for the information system integration services.

In this study, the questionnaire survey was adopted from January 5 to 25, 2017. 420 questionnaires were collected, among the 408 questionnaires were valid, and the effective recovery rate was 97%. The conclusions of this study are as follows: (1) The systm quality have a significant positive influence on customer satisfaction. (2) Information quality have a significant positive influence on customer satisfaction. (3) Quality of services have a significant positive influence on customer satisfaction. (4) The service innovations have a significant positive influence on customer satisfaction. (5) Corporate image no significant influence on customer satisfaction. (6) Guanxi has a significant positive influence on customer satisfaction. (7) Corporate image has a significant positive influence on customer purchasing intention. (8) Guanxi has a significant positive influence on customer purchasing intention. (9) Customer satisfaction has a significant positive effect on customer purchasing intention.
摘 要 i
ABSTRACT ii
誌 謝 iv
目 錄 v
表目錄 vii
圖目錄 viii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究流程 2
第二章 文獻探討 4
第一節 資訊系統整合服務 4
第二節 資訊系統成功模式 7
第三節 服務品質 10
第四節 服務創新 14
第五節 企業形象 17
第六節 關係(Guanxi) 20
第七節 顧客滿意度 22
第八節 購買意願 25
第三章 研究方法 27
第一節 研究架構 27
第二節 研究假說 27
第三節 研究變數之操作性定義 32
第四節 資料分析方法 41
第四章 資料分析與實證研究 46
第一節 樣本結構分析 46
第二節 共同方法變異 51
第三節 信度分析 52
第四節 效度分析 53
第五節 假說檢定 57
第五章 結論與建議 60
第一節 研究結論 60
第二節 管理與實務意涵 62
第三節 研究限制與後續研究建議 63
參考文獻 65
附 錄:問卷調查表 73
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