- 學位論文
學習網站的服務品質隊持續使用之影響
Effect of service quality on sustainable motivation: Web-based learning
摘要
隨著近年科技及網路的進步,許多傳統的習慣及方式逐漸改變,根據 2015 年台灣寬 頻網路使用調查顯示我國民眾上網率已達 80%,網路快速發展的影響力也涵括了數 位學習產業,在台灣數位學習產業的發展,在 102 年,我國經濟部於與資策會進行數 位學習產值調查[13] ,發現數位平台工具產值達到 33. 55 億元台幣,這其中有 77. 72% 來是自網路平台,由此可見台灣數位學網站服務具有良好的發展潛力。 學習網站服務品質在 Amaad[16] 的研究中被提出,主要驗證保證性、可靠性、 回應性、情感性、有形性、學習環境對學習系統的服務品質有何重大的影響,但沒有 深入探討學習者持續使用之影響。本研究以此架構為基礎,更加入認知有用性及關係 品質(信任、承諾、滿意)做為中介因素之探討。本研究採用問卷調查,同時在網路 上及教室課堂上發送問卷,共搜集 213 份有效問卷,使用 SPSS 軟體進行信效度、迴 歸及中介分析。 研究結果顯示學習網站服務品質對認知有用性、關係品質及持續使用皆有正向及 顯著的影響。尤其是學習網站服務品質中的學習環境有重大的影響力。另外,認知有 用性及關係品質個別對學習網站服務品質影響持續使用的過程做中介分析,結果發現 皆為部分中介的結果。有趣的是,若同時把認知有用性、關係品質做多因子中介分析, 結果則為完全中介的結果。進一步探討遠程中介效果,發現認知有用性影響關係品質 的因果過程,並不是造成完全中介的主要原因。 依據本研究的結果,我們建議學習網站管理者在評估學習網站服務品質時應包含 學習環境(良好的網頁排版、多媒體效果、教學內容正確性及教材品質等),好的學 習環境將有助於學習者對網站有良好的態度(認知有用性)及關係品質,也會會提升 持續使用學習網站的意圖。
並列摘要
With the development of technology and internet, many customs has changed gradually in these years. According to the investigation of using Broadband Global Area Network in 2015, it shows that the usage rate of Taiwanese surfing Internet has up to 80%. The development of Internet has influence a lot in many fields, including e-learning industry. In 2013, the investigation of the output value of e-learning conducted by Ministry of Economic Affairs(R. O. C. ) and Institute for Information Industry found out that the output value of e-learning platform had reached NT$ 3.355 billion, including 77. 72% of the total output value came from website platform. Thus, we can anticipate that the services of e-learning websites will have a great potential in Taiwan. Amaad et. [16] proposed “Learning Quality” as a dependent variable. Their study was to prove that whether explore the role of reliability, responsiveness, assurance, empathy, tangibles and learning environment had any influence in predicting e-learning website’s service quality. But there had no further assessment of user’s intention of continuous usage. However, the purpose of this study is to investigate the direct effect of learning quality on Continuous Use. Another aim was to describe the indirect effect of perceived usefulness and relationship quality(including trust, satisfaction, and commitment) . Questionnaire survey was adopted in this study via online and classroom. We have received 213 responses of effective questionnaires. Besides, we analyzed the validity and regression by using SPSS software. The result of the study shows that the quality of e-learning websites service has a significant influence on perceived usefulness, relationship quality, continuous usage, and the learning content particularly. Further more, perceived usefulness and relationship quality were found to be mediators in the proposed theoretical framework. When putting perceived usefulness and relationship quality together to analyze, we found out that two indirect effects were significant and one direct effect was small and insignificant. The finding supported full mediation. We also found out that the result of remote mediation path(LQ->PU->RQ->CU) was not the main reason of full mediation effect. Based on the result of the research, we suggest that the learning website’s manager should consider the learning environment, including layout, audio/visual effect, accuracy, and quality of learning material when evaluating learning quality. These factors can improve perceived usefulness, relationship quality and intention of using learning website persistently.