(54.236.58.220) 您好!臺灣時間:2021/03/06 22:45
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
: 
twitterline
研究生:陳怡君
研究生(外文):Yi-Chun Chen
論文名稱:影響台灣地區智慧取貨服務轉換意願之研究
論文名稱(外文):Exploring the factors of customers'' willingness to switch in-store pick up services to intelligent parcel lockers services in Taiwan
指導教授:姜琇森姜琇森引用關係
指導教授(外文):Hsiu-Sen Chiang
學位類別:碩士
校院名稱:國立臺中科技大學
系所名稱:資訊管理系碩士班
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2020
畢業學年度:108
語文別:中文
論文頁數:78
中文關鍵詞:智慧取貨服務慣性便利性轉換成本轉換意願
外文關鍵詞:intelligent parcel lockers servicesinertiaconvenienceswitching costswitching intention
相關次數:
  • 被引用被引用:0
  • 點閱點閱:70
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
物聯網時代來臨,物流業結合建置成本越來越低的新科技,縮短最後一哩配送到點,其中智慧取貨服務推行已久,德國在2001年由DHL建置第一個智慧取貨櫃(Packstation),美國在2011年由Amazon建置智慧取貨櫃(Amazon Locker),中國大陸在2010年由中國郵政設立第一台智慧取貨櫃,而台灣在2016年推出智慧取貨櫃服務。
台灣地區智慧取貨服務仍屬於創新科技,但由於物流配送到點的服務,早已被便利商店到店取貨服務取代,相關海外研究甚少提及與其他最後一哩配送方式之比較,本研究以台灣地區最常見之便利商店到店取貨作為智慧取貨服務(櫃)服務之轉換意願為本研究之方向,討論消費者之慣性、便利性、價格、知覺風險、轉換成本與轉換意願。
With the advent of the Internet of Things era,the logistics industry uses information technology to improve the quality of logistics and distribution services. Whether it is a traditional logistician who delivers home or using unmanned aerial vehicle (UAV) to deliver,various logistics distribution services are constantly innovating. In Taiwan,intelligent parcel lockers services (smart lockers) were launched in 2016.
The intelligent parcel lockers service is still innovative technology in Taiwan. Moreover,the service of logistics delivery to the pickup point has already been replaced by the pick-up service of the convenience store. This study explores whether consumers are willing to switch from convenience store pick-up services to intelligent parcel lockers services, from the perspective of inertia, convenience, price, perceived risk and switching cost. A total of 367 valid samples were collected via an online questionnaire and analyzed by the Structural equation modeling (SEM) method. The research results show that the inertia, convenience factors have a significant impact on the user''s intention to use the intelligent parcel lockers services. The impact of price, switching cost and perceived risk factors is not significant. The findings of this study will serve as a reference for finding the future benefits of the intelligent parcel lockers.
中文摘要 I
ABSTRACT II
致謝 IV
目錄 V
圖目錄 VII
表目錄 VIII
第一章 緒論 1
第一節 研究背景 3
第二節 研究動機 5
第三節 研究目的 7
第四節 研究流程 9
第二章 文獻探討 11
第一節 智慧取貨服務 11
第二節 超商店到店模式 13
第三節 慣性 14
第四節 便利性 15
第五節 價格 16
第六節 知覺風險 17
第七節 轉換成本 17
第八節 轉換意願 18
第九節 操作型定義20
第三章 研究方法 21
第一節 研究架構 21
第二節 研究假設 22
第三節 變數之操作型定義與衡量28
第四節 抽樣設計與統計分析方法34
第五節 資料分析工具39
第四章 研究結果分析42
第一節 樣本結構分析42
第二節 信度分析48
第三節 結構方程模式(SEM)分析49
第四節 依年齡分組樣本之分析55
第五章 貢獻與結論62
第一節 研究結論 62
第二節 管理意涵 67
第三節 研究限制 67
第六章 參考文獻 68
第一節 參考文獻 68
第二節 附錄75
工業技術研究院。全通路自助智慧取貨站。線上檢索日期:2019年11月3日。工業技術研究院網站。網址: https://www.itri.org.tw/chi/Content/techTransfer/tech_tran_cont.aspx?&SiteID=1&MmmID=620621110650707703&ST=D&TD=&MSid=5280。
蘋果新聞網(2017)。蝦皮免運費搞掛全家店到店物流貨晚4天到民眾氣炸。線上檢索日期:2019年11月3日。蘋果新聞網。網址:https://tw.appledaily.com/new/realtime/20170812/1181012。
中國國務院辦公廳(2018)。國務院辦公廳關於推進電子商務與快遞物流協同發展的意見。 線上檢索日期:2019年11月3日。國務院網站。網址: http://big5.gov.cn/gate/big5/www.gov.cn/zhengce/content/2018-01/23/content_5259695.htm。
中時電子報(2019)。中華郵政、PChome共創24小時智慧取貨,i郵箱將破千成為收件「隨身地址」。 線上檢索日期:2019年11月3日。中時電子報,網址:https://www.chinatimes.com/realtimenews/20190214002146-260405?chdtv)
科技新報(2019)。找不到人加盟主苦,日本7-11檢討24小時制度。線上檢索日期:2019年11月3日。科技新報。網址: https://technews.tw/2019/03/11/7-11-japan-adjust-opening-hours。
數位時代(2019)。中華郵政、PChome共創24小時智慧取貨,i郵箱將破千成為收件「隨身地址」。線上檢索日期:2019年11月3日。數位時代。 網址: https://www.bnext.com.tw/article/54547/postoffice-pchome-imailbox).
王伶心(2016)。轉換意圖、轉換成本與服務創新對顧客滿意度與忠誠度之探討:以合作金庫行動銀行為。管理學院企業高階管理碩班。明道大學 。彰化縣。
石昌國、張金鶚、彭建文(2002)。網路購物取貨服務對便利商店店面需求之在影響-以統一超商為例。台大管理叢。第13卷第1期:67-95頁。
池文海、唐資文、林怡安(2010)。消費者購買涉入、品牌權益、知覺風險與顧客忠誠度之關係。中華管理評論。第十三卷二期 。
李奇勳(2007)知覺風險對消費者知覺價值之形成所扮演角色的探討。管理學報。第24卷,第2期:167~190頁。
李國瑋(2014)從實體銀行到網路銀行-關係慣性與滿意度的雙干擾效果。電子商務學報。第十六卷,第一期:17~52頁。
李定美(2018)。乘客知覺空服員罷工行為對乘客滿意度與轉換意圖之影響。航運管理學系碩士。國立臺灣海洋大學。新北市。
周孟穎(2015)。應用PPM理論探討高級進口車顧客之轉換意圖。商學研究所。國立臺北商業大學。台北市。
張愛華、蕭承杰(2012)。消費者行動服務使用意願之研究:跨服務與跨使用者之比較。中山管理評論。第二十卷第二期:603~635頁。
張昭容(2012)。行動支付使用者採用意圖之研究。管理學院資訊管理碩士班。國立台灣大學。台北市 。
陶蓓麗(2006)。網路購物顧客價值對顧客關係品質的影響之實証研究。 中山管理評論。第十四卷第二期 p.517-549 。
馮正民、黃昱凱(2006)。轉移成本與服務品質對店配取貨點選擇行為之影響。運輸計畫。第35卷。第4期:507~542頁。
楊忠民(2012)。實體通路與 7net 雲端超商虛實整合零售模式間顧客轉換意圖之研究-以 PPM 人口遷徙理論為例。流通管理系碩士在職專班 。國立勤益科技大學。台中市。
蔡青姿(2006)網路購物在知覺風險模式之建構。國立虎尾科技大學學報 第二十五卷第三期:31-44。
謝長承、吳榮貴、王俊嘉(2011)。臺灣店配取貨物流的現況及未來發展之展望。北台灣學報。第34期:295~308頁。
羅立仁(2002)。連鎖便利商店店址選擇評估模式之研究─運用模糊AHP法。企管研究所。國立中正大學。嘉義市。
魏年懋(2017)。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。行銷與流通管理學系碩士班。國立屏東大學。屏東市。
蕭文龍(2016)。統計分析入門與應用—SPSS中文版+SmartPLS 3(PLS_SEM) 。台北:碁峰
Bauer,R. A. (1960).Consumer Behavior as Risk Taking,in: Dynamic Marketing for a Changing World, R. Hancock (ed.). Chicago: American Marketing Association,pp. 389-398.
Berry,L. L.(2000).Cultivating Service Brand Equity. Journal of the Academy of Marketing Science (28:1), pp. 128-137.
Burnham,T. A.,Frels,J. K.,and Mahajan,V. (2003). Consumer Switching Costs: A Typology, Antecedents, and Consequences. Journal of the Academy of marketing Science (31:2),pp. 109-126.
Cox,D. F. (1967).Risk Handling in Consumer Behavior: An Intensive Study of Two Cases, in: Risk taking and information handling in consumer behavior. Cox (ed.). Boston: Harvard University Press, pp. 34-81.
Clow,K. E.,B. Donald,& F. Chris(1998).Reducing Perceived Risk Through Advertising Service Quality Cues. Journal of Professional Services Marketing, Vol.16, No.2, pp.151-162.
Dodds, W. B., Monroe, K. B.,& Grewal,D. (1991). Effects of Price, Brand, and Store Information on Buyers’ Product Evaluations. Journal of Marketing Research, 28(3),307–319. https://doi.org/10.1177/002224379102800305
Featherman, M. S., & P. A. Pavlou(2003).Predicting e-Services Adoption: A Perceived Risk Facets Perspective. International Journal of Human-Computer Studies, Vol. 59, pp.451-474.
Forsythe, S. M., & B. Shi(2003).Consumer Patronage and Risk Perceptions in Internet Shopping. Journal of Business Research, Vol.56, No.11, pp.867-875.
Gu, J., Xu, Y., Xu, H., Zhang, C., & Ling, H. (2017). Privacy concerns for mobile app download: An elaboration likelihood model perspective. Decision Support Systems, 94, 19-28. doi:https://doi.org/10.1016/j.dss.2016.10.002
Henseler, J., Ringle, C. M., and Sarstedt, M.( 2015). A New Criterion for Assessing Discriminant Validity in Variance-Based Structural Equation Modeling. Journal of the Academy of Marketing Science (43:1), pp. 115-135.
Heide, J. B., & M. W. Allen,(1995).Vendor Consideration and Switching Behavior for Buyers if High-Technology Markets. Journal of Marketing, Vol.59, No.3, pp.30-43.
Hsiao,K.-L.,and Chen,C.-C. (2017) .Value-Based Adoption of E-Book Subscription Services: The Roles of Environmental Concerns and Reading Habits. Telematics and Informatics (34:5), pp. 434-448.
Holbrook,M. B. (2006). Consumption experience, customer value, and subjective personal introspection: An illustrative photographic essay. Journal of Business Research,,59(6),,714–725. https://doi.org/10.1016/j.jbusres.2006.01.008
Jarvenpaa, S. L., Tractinsky, N., and Vitale, M. R. (2000). Consumer Trust in an Internet Store. Information Technology and Management (1:1-2), pp. 45-71.
Jones, M. A., Mothersbaugh, D. L., and Beatty, S. E.(2000). Switching Barriers and Repurchase Intentions in Services. Journal of Retailing (76:2), pp. 259-274.
Keaveney, S. M. (1995). Customer Switching Behavior in Service Industries: An Exploratory Study. Journal of Marketing (59:2), pp. 71-82.
Kum Fai Yuen, Xueqin Wang, Li Ting Wendy Ng, Yiik Diew Wong(2019).The determinants of customers’ intention to use smart lockers for last-mile deliveries. Journal of Retailing and Consumer Services, 49, 316-326.
Kum Fai Yuen a, Xueqin Wang b, Li Ting Wendy Ng b, Yiik Diew Wong(2018).An investigation of customers'' intention to use self-collection services for last-mile delivery. Transport Policy, Volume 66, Pages 1-8
Kuo-Lun Hsiao a, Chia-Chen Chen Ph.D. (2017).Value-based adoption of e-book subscription services: The roles of environmental concerns and reading habits.Telematics and Informatics 34 434–448 http://dx.doi.org/10.1016/j.tele.2016.09.004
Norman Shaw,Ksenia Sergueeva(2019). The non-monetary benefits of mobile commerce: Extending UTAUT2 with perceived value. International Journal of Information Management Volume 45, April 2019, Pages 44-55
Nuriye Gures, Hilal Inan, Seda Arslan(2018). Assessing the self-service technology usage of Y-Generation in airline services. Journal of Air Transport Management Volume 71, Pages 215-219
Yuen,K. F.,Wang,X., Ma,F.,and Wong,Y. D. (2019). The Determinants of Customers’ Intention to Use Smart Lockers for Last-Mile Deliveries. Journal of Retailing and Consumer Services (49), pp. 316-326.
Lehto, X. Y.,Park,O.-J.,and Gordon,S. E.(2015). Migrating to New Hotels: A Comparison of Antecedents of Business and Leisure Travelers’ Hotel Switching Intentions,Journal of Quality Assurance in Hospitality & Tourism (16:3), pp. 235-258.
Gures,N.,Inan, H., and Arslan, S.(2018). Assessing the Self-Service Technology Usage of Y-Generation in Airline Services, Journal of Air Transport Management (71), pp. 215-219.
Sweeney, J. C., Soutar, G. N., and Johnson, L. W. (1999). The Role of Perceived Risk in the Quality-Value Relationship: A Study in a Retail Environment. Journal of Retailing (75:1), pp. 77-105.
Sheth,J.,I. Newman,B., & Gross, B. (1992). Consumption Values and Market Choices: Theory and Applications (Vol. 29).
Shiau,W.-L.,and Luo,M. M. (2013).Continuance Intention of Blog Users: The Impact of Perceived Enjoyment, Habit, User Involvement and Blogging Time. Behaviour & Information Technology (32:6), pp. 570-583.
Thaler,R. (1985). Mental Accounting and Consumer Choice. Marketing Science. 4(3), 199-214. doi:10.1287/mksc.4.3.199
Teo,T. S. H.,& Y. D. Yeong(2003). Assessing the Consumer Decision Process in the Digital Marketplace The International. Journal of Management Science, Vol.31, pp.349-363.
Vakulenko, Y., Hellström, D., & Hjort, K.(2018). What''s in the parcel locker? Exploring customer value in e-commerce last mile delivery.Journal of Business Research,Volume 88, Pages 421-427
Wang,X.,Yuen,K. F.,Wong,Y. D.,and Teo,C. C.( 2018). An Innovation Diffusion Perspective of E-Consumers’ Initial Adoption of Self-Collection Service Via Automated Parcel Station. The International Journal of Logistics Management (29:1), pp. 237-260.
Wang,X.,Yuen,K. F.,Wong,Y.,and Teo,C.-C. (2019). Consumer Participation in Last-Mile Logistics Service: An Investigation on Cognitions and Affects. International Journal of Physical Distribution & Logistics Management (49),pp. 217-238
Wathne, K. H., H. Biong, & J. B. Heid(2001).Choice of Supplier in Embedded Markets: Relationship and Marketing Program Effects. Journal of Marketing, Vol.65, No.2, pp.54-67.
Weiss,A. M., & E.Anderson(1992).Converting from Independent to Employee Salesforces: The Role of Perceived Switching Costs. Journal of Marketing Research, Vol. 29, No. 1, pp.101-115.
Wu,C.,Kao,S.-C.,and Chiu,H.-Y. (2019). Determinants of Discontinuous Intention of Attention to Mobile Instant Message Services. Journal of Retailing and Consumer Services (49), pp. 219-230.
Wu, K., Vassileva, J., & Zhao, Y. (2017). Understanding users'' intention to switch personal cloud storage services: Evidence from the Chinese market. Computers in Human Behavior, 68, 300-314. doi:https://doi.org/10.1016/j.chb.2016.11.039
Yang,H.-L.,& Lin,S.-L. (2018). The reasons why elderly mobile users adopt ubiquitous mobile social service. Computers in Human Behavior,93,62-75. Retrieved from http://www.sciencedirect.com/science/article/pii/S0747563218305910. doi:https://doi.org/10.1016/j.chb.2018.12.005
Yang, H., Yu, J., Zo, H., & Choi, M. (2016). User acceptance of wearable devices: An extended perspective of perceived value. Telematics and Informatics, 33(2), 256-269. doi:https://doi.org/10.1016/j.tele.2015.08.007
Yoo,W.,Yu,E.,and Jung,J.(2018). Drone Delivery: Factors Affecting the Public’s Attitude and Intention to Adopt .Telematics and Informatics (35:6),pp. 1687-1700.
Yuangao Chen, Jing Yu, Shuiqing Yang, June Wei(2018) Consumer’s intention to use self-service parcel delivery service in online retailing: An empirical study Internet Research Vol. 28 No. 2, 2018 pp. 500-519 https://doi.org/10.1108/intr-11-2016-0334
Zeithaml,V. A. (1988). Consumer perceptions of price,quality,and value: A means-end model and synthesis of evidences. Journal of Marketing,52 (3): 2-22
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
系統版面圖檔 系統版面圖檔