科技準備度、電腦自我效能與自助服務科技使用意願之研究

Determinants of Satisfaction and Intention of Use Self-Service Technology–Technology Readiness and Computer Self-Efficacy

林家立(Chia-Li Lin)

指導教授 ： 詹前隆

元智大學/資訊學院/資訊管理學系/碩士(2009年)

https://doi.org/10.6838/YZU.2009.00063

摘要

自助服務科技是一種嶄新的概念，它可以讓顧客直接透過科技與企業互動，不需要與服務人員接觸，即可達到服務傳遞的目的。近年來各醫療機構開始推廣互動式Kiosk，其主要目的是將過去需透過醫療人員才能進行掛號、批價等服務，如今病患可自行利用醫院所提供的自助掛號機來完成多項服務，若能縮短病患等候服務的時間，便能提升病患對醫療服務品質的滿意度，進而提高病患對醫院的承諾性。

　　本研究將使用過該醫院Kiosk自動掛號繳費機之269位病患作為研究對象，以科技準備度與電腦自我效能兩構面來衡量病患對於Kiosk自動掛號繳費機之滿意度以及使用意願影響之比較為主要基礎架構，並驗證病患對於Kiosk自動掛號繳費機的滿意度是否影響其對醫院的承諾性。

　　研究結果顯示，影響病患對Kiosk自動掛號繳費機之滿意度的主要原因來自於病患本身對成功操作Kiosk自動掛號繳費機所具備之信心程度，當病患愈具有信心，其使用Kiosk自動掛號繳費機之滿意度亦愈高。而滿意度是一個很重要的中介變項，兩個衡量病患主觀認知的方法皆透過其對Kiosk使用滿意度，進而影響對Kiosk之使用意願。

關鍵字

自助服務科技 ； 科技準備度電腦自我效能 ； 滿意度使用意願 ； 承諾

並列摘要

Self-service technology is defined as technology interfaces that enable consumers to produce services independent of direct service employee involvement (Meuter et al., 2000). The hospital we studied provide financial functions self-service Kiosks, which allow the patients spend only one minute for paying medical fee. The user interface of Kiosk is very friendly, and people can use it to finish services in hospital very easily.

　　This study focuses on users’ satisfactions and behavioral intentions of using self-service technology (Kiosk). Both the constructs of technology readiness (TR) and computer self-efficacy (CSE) have been studied independently for the prediction of technology usage; however, which one has the stronger linkage with the behavioral intention to use of self-service technology needs further investigation. We first review the relevant literature on TR, CSE, satisfaction, and behavioral intentions of use, then present our conceptual framework and hypotheses.

　　This model was tested with a sample of 269 patients. The hypothesized model was partially supported and the results showed that CSE has a stronger influence on patients’ satisfaction and behavioral intention with using Kiosk, and satisfaction is a key mediator. Finally, we discussed the implications of the results and made conclusions.

並列關鍵字

Self-Service Technology (SST) ； Kiosk ； Technology Readiness (TR) ； Computer Self-Efficacy (CSE) ； Satisfaction ； Behavioral Intention (BI) ； Commitment

參考文獻

48.陳怡潔，「醫療服務品質與顧客滿意之相關性研究--以彰化基督教醫院為個案」，東海大學管理研究所，碩士論文，民國85年。

51.何雍慶、吳文貴、佘溪水，「台灣企業行銷研究活動之研究」，輔仁管理評論，第十三卷第一期，57~84頁，民國95。

1.Anderson, E., and Weitz, B., "The use of pledges to build and sustain commitment in distribution channels," Journal of Marketing Research 29(FEBRUARY), 1992, pp. 18-34.

2.Anderson, J.C., and Gerbing, D.W., "Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach," Psychological Bulletin 103(3), 1988, pp. 411-423.

3.Bagozzi, R.P., and Yi, Y., "On the evaluation of structural equation models," Journal of the Academy of Marketing Science 16(1), 1988, pp. 74-94.