科技準備度與熟悉度影響自助性服務滿意度及持續使用意圖之研究

The Satisfaction and Behavioral Intention Caused by Familiarity and Technology Readiness Effect Using the Online SST

林家吟(Chia-Yin Lin)

指導教授 ： 廖則竣

國立中正大學/管理學院/資訊管理學系/碩士(2014年)

摘要

現在因為自助性服務在企業中推行越來越普遍，企業為了要降低成本，減少時間與人力，自助性服務的推廣日趨純熟。自助性服務的分類很多，本研究針對線上自助性服務的研究，對於使用者在採用線上自助性服務時，科技前的準備程度，以及藉由過去的經驗以及程序或使用上的流程是否成熟，進而影響心理層面的態度，最終了解使用者對於線上自助性服務的採用是否滿意，以及願不願意持續使用。
本研究採用網路問卷調查，調查方式為使用過線上自助性服務的使用者皆可，回收319份有效問卷，使用smartPLS2.0結構方程模式來驗證本研究個變數之間因果關係，研究結果顯示科技準備度、熟悉度影響科技焦慮與科技信任具有顯著影響效果，科技準備度、熟悉度對於科技焦慮及科技信任對於滿意度具有顯著影響效果，熟悉度、滿意度對於持續使用意圖也具有顯著影響。期望本研究能夠提供學術與實務方面一些參考方向與建議。

關鍵字

科技焦慮 ； 熟悉度 ； 自助性服務 ； 科技信任

並列摘要

Because of the implementation of self-service technology is increasingly common in the enterprise. For getting cost down and reducing the time and labor, the self-service technologies are getting skillful. The classification of self-service technology is a lot, and my research focus on the online self-service technology. When the user are using online self-service technology, the preparation and the familiarity or prior experience of the process about the technology which will affect the attitude of the Psychological level. The last we understand the satisfaction and behavior intention of user using the online self-service technology.
We use online questionnaire on this research. We collect 319 respondents from ever used online self-service technology, and using structural equation modeling to validate this study a causal relationship between variables by smartPLS2.0. The results show that technology readiness and familiarity have a significant impact on technology anxiety and trust. Technology readiness, familiarity, technology anxiety and trust for satisfaction have a significant impact. And the familiarity and satisfaction have positive effect on behavior intention. Expected results of this study can provide direction and suggestion on academic and practical aspects.

並列關鍵字

technology anxiety ； familiarity ； technology readiness ； technology trust

參考文獻

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