臺灣博碩士論文加值系統

近年來國際衡量政府便民服務的具體指標，即是電子化政府的普遍程度，各國皆積極地建構電子化政府 (e-government)。本研究採用SaaS-Qual量表軟體即服務（Software as a Service, SaaS）來衡量電子化政府系統之服務品質，並結合「期望確認理論」（Expectation Confirmation Theory, ECT），對以評估使用者滿意度與持續使用意向的影響，期望能了解是否電子化政府之服務品質有達到政府便民之指標。
本研究使用PLS進行問卷樣本分析。研究發現使用者使用電子化政府時所感受到的服務品質，會直接影響使用者之期望一致性、知覺有用性及滿意度。此外，本研究亦進行中介效果分析，讓使用者對採用電子化政府確認顯著影響電子化政府使用者的期望一致性、知覺有用性與滿意度，其路徑效果顯示有顯著影響。最後，根據本研究之研究，期能提供電子化政府相關服務提高其服務品質之建議。

In recent years, one of the specific indicators of convenience services is the E-government service quality. SaaS-Quality was used to measure the service quality of the e-government systems in this study, and we combined this construct with the Expectation Confirmation Theory (ECT). The usage intention of E-government is expected to understand whether the service quality of the E-government to achieve the convenience of the government indicators.
This study adopted partial least square to measure the sample collection. This study found SaaS-Quality has the direct impact on confirmation, perceived usefulness and satisfaction. Besides, we conducted a mediation analysis to confirm the mediation effects through confirmation, perceived usefulness and satisfaction. Finally, we proposed some suggestions for improving the service quality of E-government according to our research finding.

誌謝 i
摘要 ii
ABSTRACTiii
目錄 iv
圖目錄 vi
表目錄 vii
第一章 導論 1
1.1研究背景動機 1
1.2研究目的 2
1.3研究流程 3
第二章 文獻探討 4
2.1資訊系統品質 4
2.2確認一致性理論 8
第三章 研究方法 11
3.1研究架構 11
3.2研究假設 11
3.3研究變數之操作型定義 14
3.4問卷設計 15
3.4.1使用經驗 16
3.4.2 電子化政府資訊品質 16
3.4.3知覺有用性 20
3.4.4確認 20
3.4.5滿意度 20
3.4.6行為態度 21
3.5研究對象 21
3.6資料分析方法 22
第四章 資料分析與結果 23
4.1敘述統計分析 23
4.2測量模式分析 26
4.2.1 驗證性因素分析 26
4.2.2 信度分析 28
4.2.3 收斂效度 32
4.2.4 區別效度 32
4.2.5 R2判定係數 35
4.3內模式分析 35
4.3.1路徑分析 35
4.4 中介分析 37
4.4.1知覺有用性之中介分析 37
4.4.2預期確認之中介分析 39
4.4.3滿意度之中介分析 40
4.5 研究結果 42
第五章 結論與建議 43
5.1研究結論與管理意涵 43
5.2未來研究建議 44
參考文獻 45

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