以資訊系統成功模式與科技準備度探討零售商App使用者滿意度之影響因子 - 以便利商店App為例

文化大學機構典藏 CCUR > 商學院 > 資訊管理學系暨資訊管理研究所 > 博碩士論文 > Item 987654321/53267

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题名:	以資訊系統成功模式與科技準備度探討零售商App使用者滿意度之影響因子 - 以便利商店App為例 Exploring the Influential Factors of User Satisfaction With Retailer App From the Perspective of Information System Success Model And Technology Readiness Index - A Study of Convenience Store App
作者:	吳東穎
贡献者:	資訊管理學系碩士在職專班
关键词:	資訊系統成功模式便利商店行動商務使用者滿意度科技準備度 Information System Success Model convenience store m-commerce user Satisfaction technology readiness index
日期:	2024
上传时间:	2024-03-14 16:04:51 (UTC+8)
摘要:	本研究藉由Parasuraman (2000)提出之科技準備度(Technology Readiness Index)，並結合DeLone and McLean (1992)所提出之資訊系統成功模式(Information System Success Model)，探討不同科技傾向的使用者群體，使用「便利商店業」App時，其「系統品質」、「資訊品質」、「服務品質」與「使用者滿意度」的關係。本研究透過問卷調查法，蒐集曾於行動裝置上使用過國內便利商店業者發行之便利商店App經驗之台灣使用者的回饋，後使用SPSS及SmartPLS進行結構化方程式模式分析以驗證研究模型各變數間之關係。此外，本研究進一步將使用者依照科技準備度分數分群後進行分析。研究結果發現：以整體樣本來看，「系統品質」、「資訊品質」、「服務品質」對「使用者滿意度」有顯著的正面影響；樂觀性與不安全性對於兩者間的關係無顯著干擾效果，此外，不同科技傾向的使用者間，在品質構面與使用者滿意度間的關係以及科技準備度對於兩者間的干擾效果亦不相同。 This study utilizes the Technology Readiness Index proposed by Parasuraman (2000) and adapted the Information System Success Model introduced by DeLone and McLean (1992) to investigate the relationships of 'system quality,' 'information quality,' 'service quality,' and 'user satisfaction' with users of different technology inclinations in the context of retail Apps, to be specific, in the 'convenience store' sector. In this study, participants’ responses were collected using web survey from mobile device users in Taiwan who have experience using domestic convenience store Apps across various counties and cities. This study employed exploratory factor analysis using SPSS and PLS-SEM to analyze the proposed research model. Subsequently, cluster analysis was utilized to classify users based on their technology inclinations. The findings of this study showed that, for the overall sample, "system quality," "information quality," and "service quality" significantly and positively associated with "user satisfaction." Optimism and insecurity did not exhibit significant moderating effects on the relationship between these constructs. Moreover, users with different technology inclinations showed variations in the relationships between quality dimensions and user satisfaction, as well as in the moderating effects of technological readiness on these relationships.
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