探討情境感知App的設計與服務影響使用者滿意度之因素

A Study on Contextual Awareness App Design and Service Affecting Factors to Users’ Satisfaction

陳孟皓(Meng-Hao Chen)

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

如何讓App成功，則是眾家開發商熱切探討的話題，提升「設計」方面能提高成功機率、「貼近使用情境」是成功的關鍵之一。情境感知(Context Awareness)的任務在於將環境智慧融入生活的情境中，從網路上來的大量「情境」資料及使用者的本身的「情境」，可以被用來自動地配置服務，以預測個人需求，並主動提供最合適的內容、產品或服務，能提供較佳的使用經驗。
本研究旨在瞭解情境感知App的現況與未來趨勢，期能就制度理論所提出的設計品質（資訊設計、導覽設計、視覺設計）與服務品質（可靠性、反應性、保證性、同理心）為基礎，藉此深入探討影響情境感知App的關鍵因素。研究採用問卷調查法，共蒐集到319份有效問卷，主要以結構方程模式來驗證研究模式內各變數間的因果關係。研究結果發現：情境感知App的設計品質（資訊設計、導覽設計、視覺設計）、服務品質（反應性、同理心）對於使用者知覺有用性皆有顯著的正向影響；情境感知App的設計品質（資訊設計、導覽設計、視覺設計）、服務品質（可靠性、保證性、同理心）對於使用者滿意度皆有顯著的正向影響；知覺有用性對於使用者滿意度有顯著的正向影響，而知覺有用性與滿意度對持續使用皆有顯著的正向影響。其中以資訊設計構面對知覺有用性所帶來的影響最為顯著，而使用者滿意度透過知覺有用性帶來較為顯著的正向影響，研究結果對理論面及管理面皆具有良好的啟示。

關鍵字

知覺有用性 ； 服務品質 ； 設計品質 ； 情境感知App ； 滿意度

並列摘要

How to make an App successful has been a hot topic among developers. An “improved design” can increase the success rate and “close to application context” is one of the keys to success. Context awareness aims to integrate the ambient intelligence into our living situations: plenty of contextual information obtained from internet and the users’ own contexts can be used to configure services, so as to predict the individual’s needs and actively provide the most appropriate contents, products or services, which is capable of offering better using experiences.
This paper attempts to explore the contextual awareness App state quo and its future trends, and expects to use the design qualities (i.e. information design, navigation design and visual design) and service qualities (i.e. reliability, assurance, responsiveness and empathy) proposed by institutional theory as the foundation to explore the key factors influencing contextual awareness App. With questionnaire survey, it has collected 319 valid questionnaires and uses structural equation modeling to testify the causal relationship among different variances in the model. It finds out that the design qualities such as information and navigation design, and service qualities like assurance and empathy for a contextual awareness App play considerable positive influences on users’ perceived usefulness, while design qualities, i.e., information, navigation and visual design, and services qualities like reliability, responsiveness and empathy has significant positive influences on user satisfaction. What’s more, perceived usefulness plays obvious positive influences on user satisfaction and both of the two items influence great on user’s sustained use. Among which, the dimension of information design influence most significantly on perceived usefulness, while user satisfaction can produce relatively remarkable positive influences through the perceived usefulness. The research results provides outstanding references in terms of theoretical or management level.

並列關鍵字

Perceived Usefuless ； Service Quality ； Design Quality ； Context Awareness App ； Satisfaction

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