- 學位論文
物業管理系統使用行為之研究－UTAUT模型之應用
The study on usage behavior of property management system – application of the UTAUT model
摘要
政府將物業管理服務業納入「服務業發展綱領及行動方案」計畫，在產業初步分析中，發現以目前的統計資料無法詳實推估產業現況。物業管理服務業是屬於低資本及勞力密集之產業，進入障礙極低，投入市場者眾多，導致經營規模差異大。為了降低服務成本並提高附加價值，資訊化是物業管理廠商選擇的主要策略之一，許多廠商投入鉅資開發或導入各種管理軟體，但市場及使用者接受度目前尚無專文探討。由於物業管理系統屬於物業管理廠商、從業人員與物業使用戶互動的工具，而從業人員是介於廠商與用戶間的溝通橋樑；因此，物業管理從業人員對物業管理系統的使用行為，是系統導入成敗的最重要關鍵。 本研究以科技接受與使用整合模型（UTAUT）為基礎，建立研究架構，並透過台北市公寓大廈管理維護商業同業公會的二十七家會員公司，蒐集物業管理從業人員採用物業管理系統的實證資料；並以結構方程模式為分析工具，進行驗證性因素分析、信效度檢定、模型適配度檢定、路徑分析及干擾變數分析等，以驗證假說是否成立。 研究結果發現，UTAUT模型較本研究建立之假設模型，對物業管理從業人員使用物業管理系統的行為意圖與實際使用行為，有較佳的適用性。UTAUT模型中，績效預期、付出預期、社會影響三項因素，對從業人員使用物業管理系統的行為意圖，有顯著正向的影響；配合設施條件及行為意圖，對從業人員實際使用物業管理系統的行為，也有顯著正向的影響。其次，經由分析性別、年齡、教育程度、工作職務及工作年資等變數之干擾效果，發現不同干擾變數會對行為意圖與實際使用行為之不同路徑產生顯著性影響。
並列摘要
The state plans the property management service industry management service industry absorb “service industry evolution outline and action project”, In the on stream industry initial analysis, finding with the current statistical information can not thorough current conditions of the estimate industry. Property management service is a low capital and labor intensive industry. Entry barrier is extremely low, competition are fierce, causing dramatic scale differences between companies. Other than requesting quality of service, customer also makes decision based on low cost as well. In order to reduce the service cost while providing added value at the same time, many vendors invest large amount of money on management software. But currently there are no exclusive articles discussing the market acceptance. Because the property management information system belongs to the management tool which the property management merchant, the jobholders and the inhabitant interacts, therefore, the property management jobholders to the property management system use behavior, will be this system inducts the success or failure the most important key. This research try to use the Unified Theory of Acceptance and Use of Technology（UTAUT）as the basic foundation to study the behavior of property management company’s staff when using the management system software. and penetrates the Taibei apartment building management maintenance commercial trade association（TBMA）27 member company, Collect the substantial evidence data of the industry of the property management service industry management employee adoption property management system; Also with Structural Equation Modeling（SEM）is an analytical application and steer confirmatory factor analysis, reliability and validity assay, model goodness-of-fit assay, Path analysis and moderator analysis etc. to identify whether hypothesis establishes or not. The researcher discovered, to compare with the hypothesis model of this research setup, UTAUT model, take care of to the property management service industry Managing intention of the action of the employee usage property management system for the jobholders the behavior intention and the use behavior has a better serviceability. In the UTAUT model, that the following three factors: performance expectancy, effort expectancy and social influence, provides positive influence to staffs when using the property management system. Facilitating conditions and the behavioral intention, also prove to influence staff positively toward the usage of property management system. Next, this research also analyzes gender, age, education level, work duty and work period of service etc. moderator variable, finding this five moderators will intent to produce notable sex influence with the path of actual usage behavior to the behavior.