以態度中介ＩＳ滿意度與持續使用之研究

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陳怡君(Yi-jyun Chen) 查詢紙本館藏

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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)

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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

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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。
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指導教授

許秉瑜(Ping-Yu Hsu)

審核日期

2008-6-24

推文