資訊系統的認知價值對使用者滿意度之影響：以期望確認模式為基礎

The Impact of Perceived Value of Information System on User Satisfaction: Expectation Confirmation Model

張育瑋(Yu-Wei Chang) ； 許秉瑜(Ping-Yu Hsu) ； 蕭文龍(Wen-Lung Shiau) ； 鄭雲珊(Yun-Shan Cheng)

《科技管理學刊》 16卷2期 (2011/06) Pp. 1-24

https://doi.org/10.6378/JTM.201106.0001

摘要

使用者滿意度是系統供應商維持競爭力的重要課題，但是過度強調系統的功能，可能會造成企業對該系統產生過高的期望，若企業真正實際使用時，發現系統的績效與期望不相符，勢必大幅度降低其滿意度。消費者行為研究指出認知價值會影響到顧客滿意度，因此，本研究以期望確認模式為基礎，採用社會價值、情感價值、功能價值所形成的認知價值，來提昇使用者滿意度。研究發現認知價值顯著地影響使用者滿意度及持續使用意圖，甚至改善其對系統期望與實際績效之間一致性的感覺，結果證實研究模型及假設的正確性。所以我們相信，系供應商在銷售或介紹其系統時，不能只強調系統的功能性，更應該聚焦在系統的價值上。

關鍵字

認知價值 ； 滿意度 ； 期望確認模式 ； 資訊系統 ； 企業資源規劃

並列摘要

Maintaining user satisfaction is an important issue for Information System (IS) suppliers. When IS suppliers overly focus on IS functions, it could increase enterprises' expectation. If enterprises found that their expectation can not be confirmed by IS performance, they will substantially decrease their satisfaction. The consumer behavior research has proposed that customers' perceived value would affect their satisfaction. Hence, based on expectation confirmation theory, this study will increase user satisfaction by perceived value which is formed by social value, emotional value, and functional value. The result showed that perceived value significantly contributed to user satisfaction and continuance intention toward IS, even improved the discrepancy between expectation and actual performance. As a result, we supported 11 hypotheses and research model. Therefore, when IS suppliers sell and display their IS, they can not only highlight its functions but its value.

並列關鍵字

Perceived Value ； Satisfaction ； Expectation Confirmation Model ECM ； Information System ； Enterprise Resource Planning ERP