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研究生:林佳慧
研究生(外文):LIN, CHIAHUI
論文名稱:智能旅館之消費者行為意向研究
論文名稱(外文):Consumer’s Intention of Smart Hotel
指導教授:顧萱萱顧萱萱引用關係陳美芳陳美芳引用關係
指導教授(外文):KU, HSUAN HSUANCHEN, MEIFANG
口試委員:陳繡里林陽助謝效昭顧萱萱陳美芳
口試委員(外文):CHEN, SIOULILIN, YANGZHUXIE, XIAOZHAOKU, HSUAN HSUANCHEN, MEIFANG
口試日期:2017-06-07
學位類別:碩士
校院名稱:東吳大學
系所名稱:國際經營與貿易學系
學門:商業及管理學門
學類:貿易學類
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:64
中文關鍵詞:科技接受模型科技自助服務機器人服務智能旅館
外文關鍵詞:technology acceptance modeltechnology based self-servicerobot servicesmart hotel
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隨著科技的日新月異,新科技逐漸廣泛地應用在我們日常生活裡,旅館服務業也逐漸將這些智能新科技應用在旅館服務業中,使旅館經營達到有效管理、節省人力成本,最重要是讓消費者有煥然一新的旅館入住體驗,利用這些智能科技滿足消費者需求,達到有效服務。本研究依據科技接受模型來探討消費者對於智能新科技的機器人服務、無線射頻系統、人臉辨識系統、Kiosk自助服務櫃台與互動式行動裝置以上五項之知覺有用性、知覺易用性、使用態度與使用意圖,最終影響消費者實際使用之行為意向。本研究收集了234份有效樣本,研究結果發現,「知覺有用性」與「使用態度」對「使用意圖」均有顯著正向影響。最後,本研究最大貢獻是了解目前市場上智能新科技消費者接受度,作為未來旅館業者智能新科技導入與學者研究之參考。
With the ever-changing technology, new technology gradually applied in our daily life, the hotel service industry also introduced intelligent technology into hotels which is so called “Smart hotels”, so that hotel management to achieve effective management, saving labor costs, the most important thing is to let Consumers to experience a new brand-new hotel services by using of these intelligent technology to meet consumer demand. Based on the technology acceptance model, the research explores the “Perceived Usefulness”, “Perceived Ease of Use“, “Attitude toward Using”, and “Behavior Intention to use” of consumer’s behavior towards the intelligent services in Smart hotels. The robotic services, radio frequency systems, face recognition systems, Kiosk self-service counters and interactive mobile devices are under the research scope. The study collected 234 valid samples, and found that "perceived usefulness" and "attitude toward using" had a significant positive impact on "use intention". Finally, the biggest contribution of this research is to understand the current market acceptance of intelligent new technology consumers, as the future of the hotel industry, intelligent new technology into the study and scholars of the reference.

第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 4
第二章 文獻探討 5
第一節 科技接受模型 5
第二節 科技自助服務 7
第三節 顧客參與和人性化互動服務 14
第三章 研究方法 17
第一節 研究方法與架構 17
第二節 訪談大綱 24
第三節 問卷設計 26
第四節 資料分析方法 28
第四章 研究結果 29
第一節 敘述性統計分析 29
第二節 信度分析 39
第三節 相關分析 41
第四節 多元迴歸分析 44
第五章 研究結論與建議 49
第一節 研究結論 49
第二節 研究限制 51
第三節 未來研究方向 51
參考文獻 53
附錄 55

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