| 摘要: | 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。 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. |
