- 學位論文
探討期望確認模式、確認程度與服務品質之研究
A Study of Conformation and Service Quality Based on Expectation Confirmation Model
摘要
期望確認模式(Expectation Confirmation Model, ECM)在2001年由學者Bhattacherjee所提出，證實使用者採納資訊系統後持續使用的重要性，而至今在資訊科技領域當中仍然被許多學者所廣泛地應用。然而，過去卻少有對於ECM之確認程度構念做進一步的探討與研究。本研究從文獻回顧當中，發現確認程度與服務品質的性質是相當類似的。服務品質從過去傳統服務業到現今資訊科技服務均為學者探討與研究的主題之一。本研究以Parasuraman等人(1988)提出的SERVQUAL以及Brady and Cronin(2001)提出多層架構與多維度的模式(簡稱B&C Model)為衡量服務品質的理論並針對確認程度與服務品質做進一步探討、比較與整合。 本研究針對有使用過資訊科技服務(Information Technology Service, ITS)的使用者為受測對象並取得326筆有效樣本進行實測，結果發現二種服務品質對於滿意度的影響程度皆高過於確認程度，且服務品質對於滿意度的R2值皆高於確認程度。然而，服務品質對於知覺有用性的影響程度與確認程度未有顯著差異。總而言之，本研究整合了服務品質及ECM理論，並於實證上獲得局部改善ECM模型之效果。
並列摘要
Expectation Confirmation Model (ECM) proposed in 2001 by Bhattacherjee, found out the importance of user adoption continued use of the information system, which is still being widely used among many scholars in the field of information technology. However, few scholars further discussed and researched for the confirmation of ECM constructs in the past. From the literature review, we found that the construct of confirmation is similar to service quality. Service quality widely discussed and researched topic. This study uses models proposed by Parasuraman et al (1988) and Brady and Cronin (2001) to measure service quality. This study investigates, compares and integrates the confirmation and service quality based on the ECM model. Empirical data for this study was collected by a cross-sectional field survey of Information Technology Services (ITS) users. Following the data collection, 326 usable responses were obtained for a response rate of about 97.9%. This study found that both ITS service qualities are positively associated with users’ satisfaction and the association results are stronger than the confirmation and so does the R-square. In sum, this study theoretically integrates the topics of service quality and ECM and empirically improves ECM model in a partial way.