雲端ERP系統服務品質與持續使用意圖之研究

A Research on Service Quality & Continuous Usage Intention of Cloud ERP System

許麗玲(Li-Ling Hsu) ； 陳至柔(Chih-Jou Chen) ； 陳澔輝(Hao-Huei Chen)

《電子商務學報》 15卷2期 (2013/06) Pp. 195-233

https://doi.org/10.6188/JEB.2013.15(2).02

摘要

過去以資訊系統服務品質為主的相關研究大多著重在網站品質的研究上，少有對於軟體即服務（Software as a Service, SaaS）之服務品質進行研究，因此本研究採用Alexander et al.（2012）所整理提出的SaaS-Qual量表來衡量雲端ERP系統之服務品質，並結合「期望確認理論」（Expectation Confirmation Theory, ECT），來探討雲端ERP系統之服務品質，對使用者滿意度與持續使用意向的影響，以讓此理論應用在雲端運算的情境上更臻完整。本研究以使用雲端ERP系統超過三個月之企業客戶為研究對象，共回收143份有效問卷，並使用PLS進行統計分析，結果顯示多數假說均受到支持。本研究有以下發現：（1）「雲端ERP服務品質」對於「確認程度」有正向顯著的影響；（2）「確認程度」對於「知覺有用性」有正向顯著的影響；（3）「確認程度」對「滿意度」無正向顯著的影響；（4）「雲端ERP服務品質」對「滿意度」及「信任」有正向顯著的影響；（5）「知覺有用性」及「信任」對於「滿意度」有正向顯著的影響；（6）「知覺有用性」、「信任」及「滿意度」對「雲端ERP持續使用」有正向顯著的影響。並根據研究結果，提出管理意涵及實務建議業者參考。

關鍵字

軟體即服務 ； 服務品質 ； 期望確認理論 ； 持續使用意圖

並列摘要

Prior studies of service quality about information system were mostly focused on the quality of websites. There were few studies about service quality of SaaS. Therefore, this study adopts the SaaS-Qual scale from Alexander et al. (2012); combined with Expectation Confirmation Theory (ECT) to develop a research model that examines important factors affecting continuing use of cloud ERP system. We extended the variables of ECT to better explain the satisfaction and continuing use of cloud ERP system under cloud computing context. With corporate users continuing use of cloud ERP system for more than 3 months in Taiwan as research subjects, data analysis is conducted via PLS statistical analysis, with 143 valid questionnaires returned. This study concludes six main results with using cloud ERP system, including: (1) Perceived service quality of cloud ERP is positively related to the extent of expectation confirmation. (2) Extent of expectation confirmation positively affects the perceived usefulness of cloud ERP. (3) Extent of expectation confirmation is not positively related to the extent of satisfaction. (4) Perceived service quality of cloud ERP positively affects the extent of satisfaction and trust of cloud ERP. (5) Perceived usefulness of cloud ERP and trust positively affect the extent of satisfaction. Finally, Perceived usefulness, trust and satisfaction all positively affect the extent of continuous usage intention of cloud ERP. On the whole, most of hypotheses were supported. Implications and practical suggests are also provided.

並列關鍵字

Software as a service ； service quality ； expectation confirmation theory ； continuous usage intention

參考文獻

Chang, H. H., & Chen, F. P. (2010). The influence of E-S-QUAL's dimensions on customer satisfaction and purchase intentions: The case of technology university students. Electronic Commerce Studies, 8(3), 379-406.

Alexander, B., Koufaris, M., & Hess, T. (2012). Service quality in software-as-a-service: Developing the SaaS-Qual measure and examining its role in usage continuance. Journal of Management Information Systems, 28(3), 85-126.

Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143.

Armstrong, J. S., & Overton, T. S. (1977). Estimating non-response bias in mail surveys. Journal of Marketing Research, 14, 396-402.

Barnes, S. J., & Vidgen, R. (2001). An evaluation of cyber-bookshops: The WebQual method. International Journal of Electronic Commerce, 6(1), 11-30.