以顧客觀點建構ASP服務整合模式之研究

Using user's perspective to construct ASP integrated model

江海民(Hai-Min Chiang)

指導教授 ： 詹前隆

元智大學/資訊學院/資訊管理學系/碩士(2008年)

https://doi.org/10.6838/YZU.2008.00061

摘要

隨著網際網路的興起，應用服務供應商成為一項新興的服務，使用此項服務擁有降低IT成本、專注核心競爭力的優點。在過去幾年，ASP服務因為缺乏完整的經營模式，使得此項服務不如預期表現良好，因此本研究期望能夠提供一個完整衡量ASP服務的模式，並藉由收集ASP服務之使用者對於服務的認知來建構出ASP整合模式。

ASP此一服務模式會使得服務供應商與服務使用者之間產生強烈的合作關係，因此本研究將以資訊系統成功模式(IS Success model)的概念為主，並另外加入行銷領域中重要的變數(承諾與顧客忠誠度)來衡量供需雙方的關係。本研究發現除了系統品質之外，資訊品質與服務品質皆是影響ASP服務使用者滿意度的重要因素，而使用者滿意度與承諾(持續承諾、情感承諾)對顧客忠誠度也皆產生了顯著地正面影響。透過本研究模式，應用軟體服務供應商能夠瞭解要如何運作此一服務才能真正的抓住顧客。本研究結果能夠讓發展中的ASP產業透過此模式在未來能夠更有效的發揮效益，藉此達到主顧雙贏的局面。

關鍵字

資訊系統成功模式 ； 品質 ； 承諾 ； 滿意度 ； 顧客忠誠度 ； ASP ； 應用服務供應商

並列摘要

The increasing popularity of internet has led to the emergence of new service－Application Service Provider (ASP). This new business model offers a considerable amount of advantages, such as downsizing IT costs, raising core-competitiveness. However, due to the lack of rigorous business model, the performance of this innovated service does not meet practitioners’ expectation. We therefore proposed a model to investigate the determinants that may affect customers’ loyalty (willing to pay more) for ASP.

ASP and its client often exists strong partnership and high relationship, for the reason, we not only employ IS success model to be our theoretical foundation but also enter other factors come from marketing discipline (e.g. commitment, loyalty) to measure. The results showed that information quality and service quality, except for system quality, play significant roles to impact user’s satisfaction which in term affects customer’s perception of their loyalty. ASP practitioners should pay more attention on these indentified factors so that they could enhance their operation and create their win-win solutions for them and their customers.

並列關鍵字

IS Success ； commitment ； satisfaction ； customer loyalty ； ASP ； application service provider

參考文獻

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