價值性認知對於IS滿意度影響之研究

以作者查詢圖書館館藏

、以作者查詢臺灣博碩士

、以作者查詢全國書目

、勘誤回報

、線上人數：37

、訪客IP：18.218.168.16

姓名

鄒漢民(Han-Min Tsou) 查詢紙本館藏

畢業系所

企業管理學系

論文名稱

價值性認知對於IS滿意度影響之研究
(Does perceived value matter to IS satisfaction? An Extension of ECT)

相關論文

★ 在社群網站上作互動推薦及研究使用者行為對其效果之影響	★ 以AHP法探討伺服器品牌大廠的供應商遴選指標的權重決定分析
★ 以AHP法探討智慧型手機產業營運中心區位選擇考量關鍵因素之研究	★ 太陽能光電產業經營績效評估－應用資料包絡分析法
★ 建構國家太陽能電池產業競爭力比較模式之研究	★ 以序列採礦方法探討景氣指標與進出口值的關聯
★ ERP專案成員組合對績效影響之研究	★ 推薦期刊文章至適合學科類別之研究
★ 品牌故事分析與比較-以古早味美食產業為例	★ 以方法目的鏈比較Starbucks與Cama吸引消費者購買因素
★ 探討創意店家創業價值之研究- 以赤峰街、民生社區為例	★ 以領先指標預測企業長短期借款變化之研究
★ 應用層級分析法遴選電競筆記型電腦鍵盤供應商之關鍵因子探討	★ 以互惠及利他行為探討信任關係對知識分享之影響
★ 結合人格特質與海報主色以類神經網路推薦電影之研究	★ 資料視覺化圖表與議題之關聯

檔案

[Endnote RIS 格式]

[Bibtex 格式]

[相關文章]

[文章引用]

[完整記錄]

[館藏目錄]

[檢視]

[下載]

本電子論文使用權限為同意立即開放。
已達開放權限電子全文僅授權使用者為學術研究之目的，進行個人非營利性質之檢索、閱讀、列印。
請遵守中華民國著作權法之相關規定，切勿任意重製、散佈、改作、轉貼、播送，以免觸法。

摘要(中)

過去有許多關於滿意度的研究，其中Oliver(1977; 1979; 1980; 1981)提出期望確認理論(ECT)，以績效認知與期望相比較，進而形成滿意度。在資訊管理領域之中，亦有許多學者使用ECT來探討IS滿意度(McKinney et al. 2002; Susarla et al. 2003)，Bhattacherjee(2001a)則提出IS環境下的期望確認理論(ECT-IS)。但是大部分的研究皆著重於IS的效能、品質、功能價格比值與滿意度之間的關係，其他因素對IS滿意度的影響並不清楚。本研究以價值性認知的角度切入，許多學者認為價值性認知不應侷限在品質、效能與價格方面(Baker 2002; Gallarza 2006; Sweeney 2001; Zeithaml 1988)，因此本研究以多種不同的價值來形成價值性認知，以求更完善的解釋影響IS滿意度的因素。
本研究之結果顯示三種價值所形成之價值性認知，與滿意度有顯著的正向關係，其影響力大於ECT-IS模型中其他構面對滿意度的影響力。此結果表示，IS滿意度不僅由功能價值角度來形成，亦會透過情緒價值、社會關係價值等因素來形成。因此，IS供應商應多加注意除了功能面以外的因素，加強對企業的社會形象，並改善使用介面或簡化使用程序等，以提升顧客端對於IS的滿意度。當企業進行購買IS的決策時，也應多加考慮除了IS的績效以外的因素，提高員工對於IS的滿意度。

摘要(英)

There was a lot of research about satisfaction in the past, Oliver(1980; 1981) proposed Expectation-Confirmation Theory(ECT), he believe that sa-tisfaction is a result of comparing expectation with perceived performance. In the field of MIS, scholars use ECT to explain IS satisfaction(McKinney et al. 2002; Susarla et al. 2003), Bhattacherjee(2001a) proposes Expectation Con-firmation Theory in IS environment(ECT-IS). But most research of satisfaction were focus on efficiency, quality, function price ratio, the impact of other factors is not clear. This study proposes that perceived value is an importance factor to IS satisfaction. Many scholars proposed perceived value not only quality, efficiency and price (Baker 2002; Gallarza 2006; Sweeney 2001; Zeithaml 1988), but other factors have impact on it. In order to explain IS satisfaction more comprehensive, this study suggests perceived value formed with three different values.
The result reveals perceived value which formed with three different val-ues has a positive impact to satisfaction. Its effect to satisfaction greater than other constructs in ECT-IS model. The result shows that IS satisfaction not only influence by functional value, but influence by emotional value and social value. Thereby, IS supplier should more pay attention to other factors except function of IS, improve the social image of the enterprises, design user interfaces more friendly, and modify the processes more simplify, and finally to improve IS customer satisfaction. When enterprises make decision for buying IS, it should consider more factors besides the performance of IS, to improve IS satisfaction of employee.

關鍵字(中)

★ 滿意度
★ 價值性認知
★ 有用性認知
★ 資訊系統
★ 形成性

關鍵字(英)

★ satisfaction
★ perceived value
★ perceived usefulness
★ information system
★ formative

論文目次

摘要 I
ABSTRACT II
致謝 III
目錄 IV
表目錄 VI
圖目錄 VII
第一章緒論 1
第1節研究動機 1
第2節研究目的 2
第3節研究流程 3
第4節論文架構 4
第二章文獻回顧 5
第1節 IS環境下的期望確認理論 5
第2節有用性認知 8
第3節確認程度 10
第4節滿意度 11
第5節持續使用意願 15
第6節價值性認知 16
第三章研究方法 22
第1節研究架構 22
第2節構面定義與衡量問項 23
第一段有用性認知 23
第二段確認程度 24
第三段滿意度 25
第四段持續使用意願 27
第五段價值性認知 28
第3節研究假說 34
第4節研究設計 37
第一段資料蒐集方法及研究對象 37
第二段問卷設計 38
第三段問卷結構與問項內容 39
第5節資料分析方法 40
第一段描述性統計分析 40
第二段結構方程模式 41
第四章結果分析 46
第1節樣本描述與描述性統計分析 46
第一段基本資料描述 46
第二段研究變項描述性統計分析 51
第三段樣本無回應偏差分析 53
第四段樣本Pearson相關分析 54
第2節 SEM-量測模式分析 56
第一段衡量問項適合度 56
第二段信度與效度 57
第3節 SEM-結構模式分析 61
第一段 PLS量測模式 61
第二段 PLS結構模式分析方法 63
第三段 PLS結構模式分析 65
第五章研究結論與建議 69
第1節研究結論 69
第2節研究貢獻 71
第3節管理實務意涵與建議 72
第4節研究限制 73
第5節未來研究方向 74
參考文獻 VIII
附錄一：形成性的決定法則 XIV
附錄二：形成性的型一型二誤差法則 XV
附錄三：正式問卷 XVI

參考文獻

王鴻儒(2002)，Excel 2002 VBA程式設計。博碩文化。
何東隆(2002)，Excel 2002 VBA與進階應用。文魁資訊。
吳明隆(2003)，SPSS統計應用學習實務：問卷分析與應用統計。知城數位科技股份有限公司。
邱皓政(2003)，結構方程模式：LISREL的理論、技術與應用。雙葉書廊。
陳順宇(2005)，多變量分析。華泰文化。
國立中央大學管理學院ERP中心(2005)，企業資源規劃。旗標出版社，國立空中大學。
林建煌(2006)，消費者行為(二版)。華泰文化。
邱皓政(2006)，量化研究與統計分析。五南文化。
邱皓政(2007)，多層次模型分析導論。五南文化。
蕭文龍(2007)，多變量分析最佳入門實用書－SPSS+LISREL(SEM)。碁峰資訊。
王雲東(2007)，社會研究方法。威仕曼文化事業。
蔡文賢、簡世文、許秉瑜、范懿文、鄭明松、呂俊德(2004)，台灣地區企業導入ERP系統的管理議題之實證調查，中華企業資源規劃學會2004年ERP學術與實務研討會，379-389。
傅振瑞(2005)，組織內資訊人員知識分享態度之研究-多層次分析模型方法，國立中央大學資訊管理學系博士論文。
黃元鶴(2007)，圖書資訊領域期刊引用影響之結構方程模式分析，教育資料與圖書館學，259-273。
Armstrong, G., P. Kolter(2000). “Marketing: An introducation (5th)”. New Jersey: Prentice Hall.
Chain Store Age(1985).”Value is a Complex Equation”. 14-15, 18.
Cyert, R. M., March, J.(1963). “A behavior theory of the firm”. In Blacewell: London,1963.
Festinger, L.(1957). “A Theory of Cognitive Dissonance”. Evanston, IL: Row, Perterson & Company.
George A. Marcoulides(1998). “Modern Methods for Business Research”. Lawrence Erlbaum Associates Inc.
Hair Jr, J.F., R.E. Anderson, R.L. Tatham & W. Black (1998), “Multivariate Data Analysis”. Mul-tivariate Data Analysis.
Howard,J.A.,and Sheh J.N.(1969) ”The Theory of Buyer Behavior”. New York,John Wiley and Sons.
J?reskog K.G., H. Wold(1982). “Systems Under Indirect Observation”. Part I. Elsevier.
J?reskog K.G., H. Wold(1982). “Systems Under Indirect Observation”. Part II. Elsevier.
Oliver R. L.(1997) .”Satisfaction: A Behavioral Perspective On The Consumer”. McGraw-Hill.
Rick H. Hoyle(1999). “Statistical Strategies for Small Sample Research”. Sage Publications.
1. Ajzen, I. and M. Fishbein (1977). "Attitude-behavior relations: A theoretical analysis and review of empirical research." Psychological Bulletin 84: 888-918.
2. Anderson, E. W. and M. W. Sullivan (1993). "The antecedents and consequences of customer satisfaction for firms." Marketing Science 12(2): 125.
3. Anderson, R. E. (1973). "Consumer Dissatisfaction: The Effect of Disconfirmed Expec-tancy on Perceived Product Performance." JMR, Journal of Marketing research 10: 38-44.
4. Armstrong, J. S. and T. S. Overton (1977). "Estimating Nonresponse Bias in Mail Sur-veys." JMR, Journal of Marketing Research 14(3): 396.
5. Bagozzi, R. P. and Y. Yi (1988). "On the Evaluation of Structural Equation Models." Academy of Marketing Science. Journal 16(1): 74.
6. Bailey, J. E. and S. W. Pearson (1983). "Development of a Tool for Measuring and Ana-lyzing Computer User Satisfaction." Management Science 29(5): 530.
7. Baker, J., A. Parasuraman, et al. (2002). "The influence of multiple store environment cues on perceived merchandise value and patronage intentions." Journal of Marketing 66(2): 120-141.
8. Barki, H. and S. L. Huff (1985). "Change, Attitude to Change, and Decision Support System Success." Information & Management 9(5): 261.
9. Bearden, W. O. and J. E. Teel (1983). "Selected Determinants of Consumer Satisfaction and Complaint Reports." JMR, Journal of Marketing Research 20(1): 21.
10. Bhattacherjee, A. (2001a). "Understanding information systems continuance: An expec-tation-confirmation model." Mis Quarterly 25(3): 351-370.
11. Bhattacherjee, A. (2001b). "An empirical analysis of the antecedents of electronic com-merce service continuance." Decision Support Systems 32(2): 201-214.
12. Bock, G. W., R. W. Zmud, et al. (2005). "Behavioral intention formation in knowledge sharing: Examining the roles of extrinsic motivators, social-psychological forces, and organizational climate." Mis Quarterly 29(1): 87-111.
13. Cardozo, R. N. (1965). "An Experimental Study of Consumer Effort, Expectation and Satisfaction." Journal of Marketing Research 2: 44-249.
14. Caruana, A., A. H. Money, et al. (2000). "Service quality and satisfaction - the moderating role of value." European Journal of Marketing 34(11/12): 1338-1353.
15. Chin, W. W. (1998). "Issues and opinion on structural equation modeling." Mis Quarterly 22(1): Vii-Xvi.
16. Churchill, G. A., Jr. and C. Surprenant (1982). "An Investigation into the Determinants of Customer Satisfaction." JMR, Journal of Marketing Research 19(4): 491.
17. Coltman, T., T. M. Devinney, et al. (2008). "Formative versus reflective measurement models: Two applications of formative measurement." Journal of Business Research.
18. Cronin, J. J., Jr., M. K. Brady, et al. (2000). "Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments." Journal of Retailing 76(2): 193-218.
19. Dabholkar, P. A., C. D. Shepherd, et al. (2000). "A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longi-tudinal study." Journal of Retailing 76(2): 139-173.
20. Davis, F. D. (1989a). "Perceived Usefulness, Perceived Ease Of Use, And User Accep-tance of Information Technology." MIS Quarterly 13(3): 319.
21. Davis, F. D., R. P. Bagozzi, et al. (1989b). "User Acceptance Of Computer Technology: A Comparison Of Two Theoretical Models." Management Science 35(8): 982.
22. Davis, F. D. J. (1986). "A Technology Acceptance Model for Testing New End-User In-formation Systems: Theory and Results." Massachusetts Institute of Technology 0454(0753): Doctoral dissertation, Sloan School of Management. .
23. DeLone, W. H. and E. R. McLean (1992). "Information Systems Success: The Quest for the Dependent Variable." Information Systems Research 3(1): 60-95.
24. Diamantopoulos, A., P. Riefler, et al. (2008). "Advancing formative measurement mod-els." Journal of Business Research.
25. Doll, W. J. and G. Torkzadeh (1988). "The Measurement Of End-User Computing Sa-tisfaction." MIS Quarterly 12(2): 259.
26. Doll, W. J. and G. Torkzadeh (1998). "Developing a multidimensional measure of sys-tem-use in an organizational context." Information & Management 33(4): 171-185.
27. Fornell, C., M. D. Johnson, et al. (1996). "The American Customer Satisfaction Index: Nature, purpose, and findings." Journal of Marketing 60(4): 7-18.
28. Fornell, C. and D. F. Larcker (1981). "Evaluating Structural Equation Models with Un-observable Variables and Measurement Error." JMR, Journal of Marketing Research 18(1): 39.
29. Gallarza, M. G. and I. G. Saura (2006). "Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students' travel behaviour." Tourism Manage-ment 27(3): 437-452.
30. Galletta, D. F. and A. L. Lederer (1989). "Some Cautions On The Measurement Of User Information Satisfaction." Decision Sciences 20(3): 419.
31. Gelderman, M. (1998). "The relation between user satisfaction, usage of information systems and performance." Information & Management 34(1): 11-18.
32. Grewal, D., K. B. Monroe, et al. (1998). "The effects of price-comparison advertising on buyers' perceptions of acquisition value, transaction value, and behavioral intentions." Journal of Marketing 62(2): 46-59.
33. Igbaria, M. and M. Tan (1997). "The consequences of information technology acceptance on subsequent individual performance." Information & Management 32(3): 113-121.
34. Ives, B., M. H. Olson, et al. (1983). "The measurement of user information satisfaction." Communications of the ACM 26(10).
35. Jarvis, C. B., S. B. MacKenzie, et al. (2003). "A critical review of construct indicators and measurement model misspecification in marketing and consumer research." Journal of Consumer Research 30(2): 199-218.
36. Johnson, M. D., A. Gustafsson, et al. (2001). "The evolution and future of national cus-tomer satisfaction index models." Journal of Economic Psychology 22(2): 217-245.
37. Karahanna, E. and D. W. Straub (1999b). "The psychological origins of perceived use-fulness and ease-of-use." Information & Management 35(4): 237-250.
38. Karahanna, E., D. W. Straub, et al. (1999a). "Information technology adoption across time: A cross-sectional comparison of pre-adoption and post-adoption beliefs." Mis Quarterly 23(2): 183-213.
39. Kettinger, W. J. and C. C. Lee (1997). "Pragmatic perspectives on the measurement of information systems service quality." MIS Quarterly 21(2): 223-240.
40. Kim, H. W., H. C. Chan, et al. (2007). "Value-based adoption of mobile internet: An em-pirical investigation." Decision Support Systems 43(1): 111-126.
41. Klenke, K. (1992). "Construct Measurement in Management Information Systems: A Review and Critique of User Satisfaction and User Involvement Instruments." Infor 30(4): 325.
42. Koufaris, M. (2002). "Applying the technology acceptance model and flow theory to online consumer behavior." Information Systems Research 13(2): 205-223.
43. Lambert, D. M. and T. C. Harrington (1990). "Measuring Nonresponse Bias in Customer Service Mail Surveys." Journal of Business Logistics 11(2): 5.
44. LaTour, S. A. and N. C. Peat (1979). "Conceptual and methodological issues in concumer satisfaction research." Advances in Consumer Research 6(1): 431-437.
45. Lin, C. H., P. J. Sher, et al. (2005). "Past progress and future directions in conceptualizing customer perceived value." International Journal of Service Industry Management 16(3-4): 318-336.
46. Lin, C. S., S. Wu, et al. (2005). "Integrating perceived playfulness into expecta-tion-confirmation model for web portal context." Information & Management 42(5): 683-693.
47. Locke, E. A. (1976). "The nature and causes of job satisfaction." Handbook of Industrial and Organization Psychology: 1297-1349.
48. Mathieson, K. (1991). "Predicting User Intentions: Comparing the Technology Acceptance Model with the Theory of Planned Behavior." Information Systems Research 2(3): 173-191.
49. McDougall, G. H. G. and T. Levesque (2000). "Customer satisfaction with services: putting perceived value into the equation." The Journal of Services Marketing 14(5): 392-410.
50. McKinney, V., K. Yoon, et al. (2002). "The measurement of web-customer satisfaction: An expectation and disconfirmation approach." Information Systems Research 13(3): 296-315.
51. Oliver, R. L. (1977). "Effect of Expectation and Disconfirmation on Postexposure Product Evaluations - an Alternative Interpretation." Journal of Applied Psychology 62(4): 480.
52. Oliver, R. L. (1979). "Product Satisfaction as a Function of Prior Expectation and Sub-sequent Disconfirmation: New Evidence." New Dimensions of Consumer Satisfaction and Complaining Behavior: Ralph Day and H. Keith Hunt, eds. Bloomington: Indiana University, 66-71.
53. Oliver, R. L. (1980). "A Cognitive Model of the Antecedents and Consequences of Sa-tisfaction Decisions." JMR, Journal of Marketing Research 17(4): 460.
54. Oliver, R. L. (1981). "Measurement and Evaluation of Satisfaction Processes in Retail Settings." Journal of Retailing 57(3): 25.
55. Oliver, R. L. (1993). "Cognitive, affective, and attribute bases of the satisfaction re-sponse." Journal of Consumer Research 20(3): 418.
56. Olson, J. C. and P. Dover (1976). "Effects of Expectation, Product Performance, and Disconfirmation on Belief Elements of Cognitive Structures." Advances in Consumer Research: Association for Consumer Research.
57. Patterson, P. G., L. W. Johnson, et al. (1997). "Modeling the determinants of customer satisfaction for business-to-business professional services." Academy of Marketing Science. Journal 25(1): 4-17.
58. Petter, S., D. Straub, et al. (2007). "Specifying formative constructs in information sys-tems research." Mis Quarterly 31(4): 623-656.
59. Pitt, L. F., R. T. Watson, et al. (1995). "Service quality: A measure of information systems effectiveness." MIS Quarterly 19(2): 173.
60. Rai, A., S. S. Lang, et al. (2002). "Assessing the validity of IS success models: An em-pirical test and theoretical analysis." Information Systems Research 13(1): 50-69.
61. Seddon, P. B. (1997). "A respecification and extension of the DeLone and McLean model of IS success." Information Systems Research 8(3): 240-253.
62. Spreng, R. A., S. B. MacKenzie, et al. (1996). "A reexamination of the determinants of consumer satisfaction." Journal of Marketing 60(3): 15-32.
63. Susarla, A., A. Barua, et al. (2003). "Understanding the service component of application service provision: An empirical analysis of satisfaction with ASP services." Mis Quarterly 27(1): 91-123.
64. Swan, J. E. and F. Trawick (1980). "Inferred and Perceived Disconfirmation in Consumer Satisfaction." Marketing in the 80's: Proceedings of the AMA Educators' Conference, Chicago, 97-101.
65. Sweeney, J. C. and G. N. Soutar (2001). "Consumer perceived value: The development of a multiple item scale." Journal of Retailing 77(2): 203-220.
66. Tan, B. W. and T. W. Lo (1990). "Validation of a User Satisfaction Instrument for Office Automation Success." Information & Management 18(4): 203.
67. Tse, D. K. and P. C. Wilton (1988). "Models of Consumer Satisfaction Formation: An Extension." JMR, Journal of Marketing Research 25(2): 204.
68. Turel, O., A. Serenko, et al. (2007). "User acceptance of wireless short messaging ser-vices: Deconstructing perceived value." Information & Management 44(1): 63-73.
69. Varki, S. and M. Colgate (2001). "The role of price perceptions in an integrated model of behavioral intentions." Journal of Service Research 3(3): 232-240.
70. Westbrook, R. A. (1987). "Product/Consumption-Based Affective Responses and Post-purchase Processes." JMR, Journal of Marketing Research 24(3): 258.
71. Williams, L. J. (1989). "Affective and non-affective components of job satisfaction and organizational commitment as determinants as organizational citizenship and in-role behaviors." Unpublished doctoral dissertation. Bloomington, IN: Indiana University.
72. Woodruff, R. B. (1997). "Customer value: The next source for competitive advantage." Academy of Marketing Science. Journal 25(2): 139-153.
73. Yang, Z. L. and R. T. Peterson (2004). "Customer perceived value, satisfaction, and loyalty: The role of switching costs." Psychology & Marketing 21(10): 799-822.
74. Yi and Youjae (1990). "A Critical Review of Consumer Satisfaction." Review of Marketing 1990: Valarie A. Zeithaml, ed. Chicago: American Marketing Association, 68-123.
75. Zeithaml, V. A. (1988). "Consumer Perceptions Of Price, Quality, And Value: A Means-End Model and Synthesis of Evidence." Journal of Marketing 52(3): 2.
76. Zeithaml, V. A., L. L. Berry, et al. (1996). "The behavioral consequences of service qual-ity." Journal of Marketing 60(2): 31.
77. Zviran, M. and Z. Erlich (2003). "Measuring IS User Satisfaction: Review and Implications." Communications of the Association for Information Systems: 81-103.

指導教授

許秉瑜(Ping-Yu Hsu)

審核日期

2008-6-18

推文