- 學位論文
探討雲端app的服務品質、使用性與使用者滿意度之關係
Exploring the relationship among service quality, usability evaluation and user satisfaction for cloud app
摘要
摘要 近幾年來，隨著通訊設備及網路的蓬勃發展，iPhone、iPad、Android手機、平板的盛行，而軟體廠商也慢慢轉型以提供軟體來當作是一項服務，以提供給顧客使用。推出「雲端硬碟」來取代以前的光碟、隨身碟…等等。雲端硬碟，可將任何檔案透過上傳方式儲存/保留於雲端硬碟中，也可以透過電腦與行動裝置來儲存或下載資料。雲端硬碟服務帶來資料儲存便利性，也加強資料儲存安全與整合度。 本研究探討使用者使用雲端硬碟app時，以服務品質(安全/隱私、彈性、價格知識、易學)、使用性(記憶、錯誤、全球通用使用性、提供有效視覺與聽覺回饋、效率)對使用者滿意度之影響。本研究對象為台灣地區有使用行動雲端硬碟app的使用者，共收回392份有效問卷，有效問卷回收率98%。本研究根據問卷調查結果進行整合與分析，最後歸結論與建議及未來研究者參考。 總結研究結果為雲端儲存空間的服務品質對使用者滿意度整體而言是有正向關係影響，但在細項裡雲端儲存空間的服務品質的安全/隱私對使用者持續使用是沒有顯著的正向影響，其餘的皆有正向關係。在服務品質裡對使用者滿意度影響最大的幾項分別為易學及彈性。雲端儲存空間的使用性對使用者滿意度全部都有正向關係影響。在使用性對使用者滿意度則為效率及全球通用使用性。
並列摘要
Abstract In recent years, with the rapid development of communication equipments and mobile devices, the people use various apps app. Additionally, a specialized app, with functions mainly in the cloud, is called "cloud app", which software vendors provide software as a service, for customers to use. Replacing previous secondary storage device, the cloud app allows app uploading of any file to the cloud server, and downloading of computers or mobile devices. The cloud app service brings the data storage the convenience and also strengthens the data store security and integration. This research surveys the usage of cloud app, according to service qualities (security/privacy:, flexibility, price knowledge, ease of navigation), the influences of the uses (memorability, errors, enable frequent user to use shortcuts and offer informative feedback, efficiency) on user's satisfaction. The respondents of this study are those who use the clouds drive app in Taiwan. 392 effective questionnaires were returned, with effective questionnaire recovery rate of 98%. The findings of this study indicate the positive correlations between service quality and user satisfaction and also between usability and user satisfaction. The overall results indicate a positive relationship between service quality dimensions and user satisfaction on cloud storage usage with the exception of security / privacy. In particular, ‘easy-to-learn’ and flexibility have the greatest impact on user satisfaction.. All determinants of usability have positive relationship on user satisfaction, especially efficiency and global usability.