博碩士論文 954201025 詳細資訊




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:7 、訪客IP:34.236.244.39
姓名 陳怡君(Yi-jyun Chen)  查詢紙本館藏   畢業系所 企業管理學系
論文名稱 以態度中介IS滿意度與持續使用之研究
(Using attitude add to ECT-IS model to test satisfaction and continuance intention)
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
★ 利用資料探勘技術探討北台灣地區機動車輛稅費繳納模式★ 以資料挖礦方法發掘臍帶血品質診斷規則
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]
  1. 本電子論文使用權限為同意立即開放。
  2. 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。
  3. 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) 企業資源規劃(Enterprise Resource Planning, ERP)是企業在競爭激烈的環境中,希望能藉由資訊科技的協助之下,整合企業內部的資訊和有限的資源,讓公司資源有效地運用,以取得競爭優勢並進而達成企業目標,因應顧客需求快速變化潮流的產物。
本研究以導入ERP的公司做為主要的研究對象,主要的概念來自於Oliver (1980)所提出的期望確認理論(Expectation-Confirmation Theory , ECT),使用Bhattacherjee(2001a)因應資訊系統所發展的ECT-IS 模型為研究基礎。但是,此兩位學者的研究皆認為滿意度與持續使用兩變數之間為直接的正向關係。依據學者Yi, (1990)認為,ECT模型在建立滿意度構面時,概念上有許多的衝突和爭議的地方。滿意度應為體驗後之情感反應。另外,行銷領域的研究認為態度是持續使用意願重要的前置因素。因此本研究認為在滿意度與持續使用意願間應該存在著一個重要的中介變數,即為「態度」。主要目的在於驗證加入「態度」後的ECT-IS模型是否更加完整且具有說服力。
而研究結果證明,在加入中介變數「態度」於滿意度和持續使用意願之後,其對持續使用意願的解釋力大幅提升。而在實務的管理意涵上,ERP軟體供應商,應該注意的不僅僅在於使用者的滿意度,而更加應該著重在如何維持使用者對系統的偏好與正面的評價,如此才能有效的加強使用者持續使用的意願,進而對此ERP系統品牌建立起忠誠度,在面臨系統擴增或是升級時便會以該品牌為第一優先考量。
摘要(英) When enterprises face the competition trend, Enterprise resources planning system has became the most popular information technology in this environment. It is expected to utilize the information technology to enhance the business operation process integration, manage company’s resources use efficiently and effectively.
The companies implement ERP system are the target for this paper. The main concept originally comes from Oliver’s Expectation - Confirmation Theory. Using the ECT-IS model from Bhattacherjee(2001a) be the foundation. However, two researchers consider that satisfaction has directly positive relationship with continuance intention. Initial studies of ECT present conflicting conceptualizations of the satisfaction construct (Yi 1990).Satisfaction is conceptually distinct from attitude in that satisfaction is a transient, experience-specific affect. The researches in the fields of marketing indicate that attitude leads to continuance intention. This paper argues that there is an important mediator (attitude) between satisfaction and continuance intention.
The result demonstrated that attitude made a great impact between satisfaction and continuance intention. Therefore the ERP vendors should pay attention on maintaining the users’ preference toward the system and the positive evaluation to enhance the users’continuance intention effectively. The conclusion will build the brand loyalty, when users face the system enlarged or upgraded the brand of ERP will be the priority.
關鍵字(中) ★ 持續使用意願
★ 態度
★ 滿意度
★ 企業資源規劃
★ 期望確認理論
關鍵字(英) ★ ECT
★ ERP
★ satisfaction
★ attitude
★ continuance intent
論文目次 摘要 ……………………………………………………………… i
Abstract ……………………………………………………………… ii
目錄 ……………………………………………………………… iii
圖目錄 ……………………………………………………………… iv
表目錄 ……………………………………………………………… v
一、 緒論………………………………………………………… 1
  1-1 研究動機與目的…………………………………………… 1
  1-2 研究流程…………………………………………………… 2
1-3 論文結構…………………………………………………… 2
二、 文獻探討…………………………………………………… 4
  2-1 IS環境下的期望確認理論 …………………………… 4
  2-2 確認程度…………………………………………………… 7
  2-3 有用性認知………………………………………………… 8
  2-4 滿意度……………………………………………………… 10
  2-5 忠誠度……………………………………………………… 16
  2-6 持續使用意願……………………………………………… 19
  2-7 態度………………………………………………………… 21
三、 研究方法…………………………………………………… 23
  3-1 研究架構…………………………………………………… 23
  3-2 研究假說…………………………………………………… 23
  3-3 研究變數操作性定義與衡量……………………………… 25
  3-4 研究設計…………………………………………………… 30
3-4-1 資料蒐集方法及研究對象………………………………… 30
3-4-2 問卷設計…………………………………………………… 30
3-4-3 問卷結構與問項內容……………………………………… 31
  3-5 統計資料分析方法………………………………………… 32
3-5-1 資料分析工具……………………………………………… 33
3-5-2 敘述性統計………………………………………………… 33
3-5-3 線性結構關係模式………………………………………… 35
四、 資料分析…………………………………………………… 38
  4-1 敘述性統計分析…………………………………………… 38
  4-1-1 回收樣本基本資料描述…………………………………… 38
  4-1-2 研究變項初步分析………………………………………… 43
  4-1-3 常態性假設檢定、樣本無回應偏差與皮爾森相關分析… 45
  4-2 LISREL 測量模式分析…………………………………… 48
  4-2-1 模式適配度………………………………………………… 48
  4-2-2 信效度分析………………………………………………… 49
  4-2-3 適合度分析………………………………………………… 53
  4-3 Lisrel 整體關係模式分析……………………………… 57
  4-3-1 結構關係之建立…………………………………………… 57
  4-3-2 結構模式適合度分析……………………………………… 60
  4-3-3 理論模型之效果分析……………………………………… 61
  4-3-4 理論模型之假設檢定……………………………………… 63
伍、 結論與建議………………………………………………… 67
  5-1 研究結論與建議…………………………………………… 67
  5-1-1 研究結果說明……………………………………………… 67
  5-1-2 研究貢獻…………………………………………………… 68   5-1-3 管理實務的建議…………………………………………… 71
  5-2 研究限制…………………………………………………… 69
  5-3 未來研究建議……………………………………………… 70
參考文獻 ……………………………………………………………… 71
附錄問卷 ……………………………………………………………… 76
參考文獻 1. Anderson, E., C. Fornell, et al. (1994). "Customer Satisfaction, Market Share,and Profitability:Findings from Sewden." journal of Marketing 58: pp.53-66.
2. Anderson, E. W. and M. W. Sullivan (1993). " The Antecedents and Consequences of Customer Satisfaction for Firms, ." Marketing Science
3. 12(2),: pp125-143.
4. Anderson, R. E. and Srini S. Srinivasan (2003). "E-Satisfaction and E-loyalty:A Contingency Framework." Psychology & Marketing 20 (2): pp123-138.
5. Ba, S. and P. A. Pavlou (2002). "Evidence of The Effect of Trust Building Technology in Electronic Markets: Price Premiums and Buyer Behavior." MIS Quarterly 26(3): pp.243-268.
6. Bailey, J. E. P., S. W. (1983). " Development of a Tool for Measuring and Analyzing Computer User Satisfaction." Management Science, 29: pp.530-545.
7. Bhattacherjee (2001). " Understanding information systems continuance:An expectation-confirmation model." MIS Quarterly Anol.25(3): pp.351-370.
8. Bitner, M. J. (1990). "The Effects of Physical Surroundings and Employee Responses,." Journal of Marketing 32: pp.69-82.
9. Bitner, M. J. (1992). "Servicecapes: The Impact of Physical Surroundings on Customers and Employees." Journal of Marketing 56: pp.57-71.
10. Bloch, P. H. (1995). "Seeking the Ideal Form: Product Design and Consumer Response." Journal of Marketing 59: pp.16-29.
11. Boulding William, A. K., Richard Staelin and Valarie A. Zeithaml (1993). "A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions." Journal of Marketing Research 30: pp. 7-27.
12. Brown, G. H. (1952). "Brand loyalty-fact or fiction?" Advertising Age 23(1): pp.53-55.
13. Cardozo, R. N. (1965 ). "An Experimental Study of Consumer Effort, Expectation and Satisfaction." Journal of Marketing Research 2,: pp . 44–249.
14. Cronin, J. J. and S. A. Taylor (1992). "Measuring Service Quality: A Reexamination and Extension." Journal of Marketing 56: pp. 55-68.
15. Cyber, R. M., March, J., (1963). A behavior theory of the firm. London,.
16. Dabolkar, P. A. and C. D. Shepard (2000). "Thorpe, D. I. , A Comprehensive Framework for Service Quality: An Investigation of Critical Conceptual and Measurement Issues Through a Longitudinal Study." Journal of Retailing 76(2): pp139-173.
17. DeBruicker, F. S. (1979). "An appraisal of low-involvement consumer information processing." pp. 116.
18. Dekimpe, M. G., Pierre F., et al. (1997). "Generalizing about trade show effectiveness: A cross-national comparison." Journal of Marketing 61(4): pp.55-64.
19. DeLone, W. H. and E. R. McLean (1992). " Information Systems Success: The Quest for the Dependent Variable." Information Systems Research 3(1): pp.60-95.
20. Dick, A. S. and K. Basu (1994). "Customer loyalty: toward an integrated conceptual framework." Journal of Academy of Marketing Science 22(2): pp.99-113.
21. Doll, W. J. and G. Torkzadeh (1988). " The Measurement of End-User Computing Satisfaction." MIS Quarterly 12: pp. 259- 274.
22. Doll, W. J. and G. Torkzadeh (1998). "Developing a Multidimensional Measure of System-Use in an Organizational Context." Information & Management 33: pp.171-185.
23. Engel, J. F., Blackwell, R. D. and P. W. Miniard (1995). Consumer Behavior. The Dryden Press.
24. Festinger, L. A. (1957). A Theory of Cognitive Dissonance, Row and Peterson, Evaston, IL,.
25. Fornell, C. (1992). "A national customer satisfaction barometer:the Swedish experience." Journal of Marketing 56(1): pp. 6-21.
26. Galletta, D. F. and A. L. Lederer (1989). "Some Cautions on the Measurement of User Information Satisfaction." Decision Sciences 20: pp. 419-438.
27. Gelderman, M. (1998). "The Relation between User Satisfaction, Usage of Information Systems and Performance." Information and Management 34: pp.11-18.
28. Gordon Fullerton (2003). "When Does Commitment Lead to Loyalty?" Journal of Service Research 5: pp.333-344.
29. Howard, J. A. and S. J.N. (1969). The Theory of Buyer Behavior.
30. Hsu, M. H., C. M. Chiu, et al. (2004). "Determinants of continued use of the WWW: an integration of two theoretical models
31. " Industrial Management + Data Systems 104( 8/9): pp. 766-775.
32. Igbaria, M. and M. Tan (1997). "The consequences of information technology acceptance on subsequent individual performance,." Information and Management 32: pp.113-121.
33. Ives, B., Olson, M. H. and J. J. Baroudi (1983). "The Measurement of User Information Satisfaction." Communications of the ACM 26(10).
34. J.W., M. and K. Y.G. (2001). "Extending the TAM for a World-Wide-Web Context." Information & Management 38: pp.217-230.
35. Jacoby, J. and R. W. Chestnut (1978). Brand loyalty: Measurement and management.
36. Jacoby, J. and Kyner D. B. (1973). "Brand loyalty vs. repeat purchasing behavior." Journal of Marketing Research 10: pp.1-9.
37. Javalgi, R. G. and C. R. Moberg (1997). "Service loyalty: implications for service providers." Journal of Services Marketing 11 (3): pp.165-179.
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): pp183-213.
39. Karahanna, E. and D. W. S. . (1999b). "The psychological origins of perceived usefulness and ease-of-use." Information and Management 35(4): pp.237-250.
40. Keller, K. L. (1993). "Conceptualizing, measuring and managing customer-based brand equity." Journal of Marketing 57(1): pp. 1-22.
41. Kettinger, W. J. and C. C. Lee (1997 ). "Pragmatic Perspectives on the Measurement of Information Systems Service Quality." MIS Quarterly 21 (2): pp.223-239.
42. Klenke, K. (1992). "Construct Measurement in Management Information Systems: A Review and Critique of User Satisfaction and User Involvement Instruments." Information & Management 30(4): 325.
43. LaTour, S. A. and N. C. Peat (1979). "Conceptual and Methodological Issue in Consumer Satisfaction Research." Advances in Consumer Research 6: pp.431-437.
44. Lin, C. S., Wu, S. and R. J. Tsai (2005). " Integrating Perceived Playfulness into Expectation Confirmation Model for Web Portal Context,." Information & Management 42.
45. MacKenzie, S. B. and R. J. B. Lutz, G. E. (1986). "The Role of Attitude Towardthe Ad as a Mediator of Advertising Effectiveness: A Test of Competing Explanations." Journal of Marketing Research 23(2): pp.130-144.
46. McKinney, V., Yoon K. and F. M. Zahedi (2002). "The Measurement of Web-customer Satisfaction: An Expectation and Disconfirmation Approach." Information System Research 13 (3): pp.296-315.
47. Monroe, K. B. and J. P. Guiltinan (1975). "A Path-analysis exploration of retail patronage influences." Journal of Customer Research 2: pp.19-28.
48. Mowen, J. C. (1995). Csumer Behavior.
49. Neal, W. D. (1999). "Satisfaction is nice, but value drives loyalty." Marketing Research 11(1): pp.21-23.
50. Oliver, R. L. (1977). "Effect of Expectation and Disconfirmation on Postexposure Product Evaluations - an Alternative Interpretation." Journal of Applied Psychology 62(4): 480.
51. Oliver, R. L. (1980). " A Cognitive Model for the Antecedents and Consequences of Satisfaction." Journal of Marketing Research 17: pp460-469.
52. Oliver, R. L. (1981). "Measurement and Evaluation of Satisfaction Processes in Retail Settings." Journal of Retailing 57(3): pp.25-48.
53. Oliver, R. L. (1993). "Cognitive, Affective, and Attribute Bases of the Satisfaction Response." Journal of Consumer Research 20: pp418-430.
54. Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on The Consumer.
55. Oliver, R. L., , (1999). "Whence Consumer Loyalth?" Journal of Marketing 63: pp.33-44.
56. Oliver, R. L., R. R. T., et al. (1997). "Customer delight: Foundations,findings, and managerial insight." Journal of Retailing 73(3).
57. 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.
58. Parasuraman, A., Zeithaml, A. and L. Berry (1988). "SERVQUAL: A MultipleItem Scale for Measuring Consumer Perceptions of Service Quality." Journal of Retailing 64 (1): pp. 12-40.
59. Parasuraman, A., Zeithaml, A. and L. Berry (1991). "Refinement and Reassessment of the SERVQUAL Scale." Journal of Retailing 67 (4): pp. 420-50.
60. Parasuraman, A., Zeithaml, V. A. and L. L. Berry (1985). "A conceptual model of service quality and its implications for future research." Journal of Marketing 49 (3): pp. 41-50.
61. Parasuraman, A., Zeithaml, V. A., and L. L. Berry (1988). "Communication and control processes in the delivery of service quality." Journal of Marketing 52(2): pp.35.
62. Parasuraman, A., Zeithaml, V. A. and L. L. Berry (1996). "The behavioral consequences of service quality." Journal of Marketing 60(2): 31.
63. Patterson, P. G., Johnson, L. W. and R. Spreng (1997). "A.,Modeling the Determinants of Customer Satisfaction for Businessto-Business Professional Services." Journal of the Academy of Marketing Science 25(1): pp4-17.
64. Peltier, J. W. and J. E. Westfall (2000). "Dissecting the HMO-benefits managers relationship: what to measure and why." Marketing Health Services 20(2): pp. 4-13.
65. Petty, R. E. and J. T. Cacioppo (1983). "Central and Peripheral Routes to Advertising Effectiveness: The Moderating Role of Involvement." Journal of Consumer Research 10: pp. 135-146.
66. Pitt, L. F., Watson, R. T., and C. B. Kavan (1995). "Service Quality:A Measure of Information Systems Effectiveness." MIS Quarterly 19(2): pp . 173 –187
67. Rai, L. and Welker (2002). "Assessing the Validity of IS Success Models: an Empirical Test and Theoretical Analysis." Information Systems Research 13(1): pp. 50-69.
68. Reichheld, F. and J. W. Earl Sasser (1990). "Zero Defections: Quality Comes to Services." Harvard Business Review 68: pp.105-110.
69. Reynolds, F. D. and Darden W. R. (1974.). Constructing Life Style and Psychograghics.
70. Rowley, J. E. (2000.). "Understanding loyalty and loyal: The customer perspective." Proceedings of the Academy of Marketing.
71. Seddon, P. B. (1997). "A Respecification and Extension of the Delone and McleanModel of IS Success." Information Systems Research 8(3): pp. 240-253.
72. Selnes, F. (1993). "An examination of the effect of product performance on brand reputation, satisfaction and loyalty." European Journal of Marketing 27(9): pp.19-35.
73. Sirgy, M. J., Morris, M., and A. C. Samli (1985). "The question of value in social marketing: use of a quality-of-life theory to achieve long-term life satisfaction." Journal of the Academy of Marketing Science 44(2): pp.215-228.
74. Spreng, R. A., MacKenzie, S. B. and R. W. Olshavsky (1996). " A Reexamination of the Determinants of Consumer Satisfaction." Journal of Marketing 60: pp15-32.
75. Srinivasan, S. S., Anderson, R. and K. Ponnavolu (2002). "Customer loyalty in e-commerce: an exploration of its antecedents and consequences." Journal of Retailing 78(1): pp. 41-50.
76. 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: pp.97-101.
77. Tellis, G. J. (1988). "Advertising exposure, loyalty, and brand purchase: a two-stage model of choice." Journal of Marketing Research 25(5): pp. 134-144.
78. Tse, D. K. and P. C. Wilton (1988). "Models of Consumer Satisfaction Formation: An Extension." JMR, Journal of Marketing Research 25(2): 204.
79. Westbrook, R. A. (1987). "Product/Consumption-Based Affective Responses and Postpurchase Processes." JMR, Journal of Marketing Research 24(3): 258.
80. Yi and Youjae (1990). "A Critical Review of Consumer Satisfaction." Review of Marketing 1990: Valarie A. Zeithaml, ed. Chicago: American Marketing Association: pp.68-123.
81. Zviran, M. and Z. E. . (2003). "Measuring IS User Satisfaction: Review and Implications." Communications of the Association for Information Systems: pp.81-103.
中文部分
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。
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。
指導教授 許秉瑜(Ping-Yu Hsu) 審核日期 2008-6-24
推文 facebook   plurk   twitter   funp   google   live   udn   HD   myshare   reddit   netvibes   friend   youpush   delicious   baidu   
網路書籤 Google bookmarks   del.icio.us   hemidemi   myshare   

若有論文相關問題,請聯絡國立中央大學圖書館推廣服務組 TEL:(03)422-7151轉57407,或E-mail聯絡  - 隱私權政策聲明