A Study of Employees Adoption of Property Management Systems among Taiwan Tourist Hotels

旅館員工採用資產管理系統之行為研究

王聖文(Sheng-Wen Wang) ； 徐郁倫(Yu-Lun Hsu) ； 丁于珊(Yu-San Ting)

《休閒觀光與運動健康學報》 3卷2期 (2013/03) Pp. 28-42

摘要

本研究的目的使用科技接受模式（Technology Acceptance Model, TAM），採用量化研究，針對台灣觀光級的旅館員工做為研究對象，預測旅館員工使用飯店資產管理系統（Property Management System，PMS）從事顧客服務的行為。研究對象係為387名國際觀光旅館員工，並使用SPSS.16.0以複回歸之分析分法分析。結果顯示：（1）員工對於使用資產管理系統的認知有用性（Perceived Usefulness）與資訊品質（Information Quality）與認知易用性（Perceived Ease of Use）有正向顯著關係。（2）資訊品質（Information Quality）對系統品質（system quality）與服務品質（service quality）有正向顯著關係。（3）員工想要使用（attitude toward to use）對容易使用（perceived ease of use）與資訊有用性（perceived usefulness）有正向顯著關係。（4）員工使用意圖對資訊有用性（perceived usefulness）與想要使用（attitude toward use）有正向顯著關係。然而，系統有用性（perceived usefulness）與服務品質（service quality）並無顯著的關係。本研究的結果清楚地表明，員工使用資訊科技是能提高客戶服務和客戶關係。建議，對旅館經營者提出一些建議於如何增加資產管理系統內的資訊，以提高員工的行為意向。

關鍵字

資產管理系統 ； 觀光飯店 ； 科技接受模式

並列摘要

The purpose of the study is to use the Technology Acceptance Model to predict and understand how employees in the hotel industry adopting Property Management System in respective firms and implementation on improving customer relations. The data, collected from 387 hotel employees, were used to verify the relationships among the variables in Technology Acceptance Model (TAM) and Information System Success Model (D & M IS Model). Multiple Regression Analysis was conducted via SPSS16.0 to analyze the interrelationships among such variables as information quality, service quality, system quality, perceived usefulness, perceived ease of use, attitude toward use and behavior intention. The results showed statistically significant relationships between (1) perceived usefulness, information quality and perceived ease of use; (2) perceived ease of use, information quality, system quality and service quality; (3) attitude toward to use, perceived ease of use and perceived usefulness; (4) behavioral intention, perceived usefulness and attitude toward use. However, perceived usefulness was not significantly affected by service quality. The results of the present study clearly reveal that employees, aided with information technology, can enhance customer service and customer relations. Suggestions were offered to the hoteliers on how to enhance employee's behavior intention in adapting information technology.

並列關鍵字

Technology-Acceptance Model ； Tourist Hotels ； Property Management System ； PMS