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旅遊網站屬性、網站使用者心流經驗與網站表現評價之關係研究

Towards Understanding Designing Attributes, Users' Flow Experiences and Website Performance Evaluation on Travel Websites

摘要


隨著網際網路應用普及化,旅遊業者相繼成立專屬網站,而網站設計須深入瞭解使用者的需求與喜好,方能發展出符合期待的操作環境。本研究以Huang(2003)之研究架構為基礎,應用於旅遊網站,檢視設計屬性(以新奇性、互動性以及資訊品質為代表)、使用者之心流經驗(4個要素:控制、注意、好奇心與興趣為代表)及網站表現評價(享樂性與實用性)這些變項之間的關係。本研究以年滿20歲以上,且最近三個月內曾經上網搜尋旅遊資訊的使用者為研究對象;以網路問卷調查的方式蒐集模式驗證所需的資料,共獲得406份有效問卷。本研究以結構方程模式進行分析與驗證;其中的4個潛在變數:新奇性、互動性、控制與注意,因建構效度與信度不佳,顯示相關的測量題項未能反映其所代表的變數。在刪除這些變項並重新調整研究架構之後,其測量模式與結構模式配適度皆良好,並獲得以下的研究結果:資訊品質直接正向影響瀏覽經驗的好奇心與興趣,好奇心與興趣同時正向影響使用效益的實用性與享樂性。因此,資訊品質是影響使用者瀏覽經驗及使用效益最大的因素,且資訊品質是旅遊資訊搜尋者最在意的網站屬性。本研究除了提出對未來後續研究之方向與建議之外,並提出實務建議供旅遊業建置企業網站之參考。

並列摘要


While the Internet has become a major channel for searching tourism information, creating and managing websites that fulfill one or more of the needs of users is crucially important to survive or even succeed for a company in the travel and tourism industry. This study attempts to evaluate travel websites in terms of the extent to which they satisfy both information and entertainment needs of users. The research model which has been proposed and validated by Huang (2003) was employed as a guiding framework for this study. According to Huang, website attributes were assumed to have direct impacts on users' flow experiences, and had indirect impacts on the utilitarian and hedonic aspects of website performance evaluation. Specifically, users were hypothesized to evaluate the website performance based on the web attributes and on whether they browsing experiences in the site. An online survey was conducted for data collection. In total, there were 406 usable responses obtained.The structural equation modeling (SEM) was employed to examine the causal relationships between the above-mentioned constructs empirically. However, the model estimations indicated that there was a low degree of reliability and constructive validity to the underlying constructs of ”interactivity”, ”novelty”, ”control” and ”interest” and suggested the removal of the four factors. While the structural model being hypothesized by the reminding respective constructs, confirmatory factor analysis was conducted again.The research results indicate that information quality excited curiosity and increased interest. Flow experiences were found to enhance both utilitarian and hedonic performance evaluations on the website. Consideration of the components of flow showed that curiosity was a more important determinant than interest to impact on website performance. For travel website practitioners, the research results suggest managers should endeavor to emphasize information quality to achieve specific goals (curiosity and interest) and to increase overall website performance (utilitarian and hedonic aspects).

參考文獻


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