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系統識別號 U0002-1201201208124500
中文論文名稱 影響民眾持續使用e化服務之關鍵因素:以電子化政府線上申辦服務為例
英文論文名稱 The Key Factors Influencing Continued Use of E-Services: The Case Study of E-government Online Application Services
校院名稱 淡江大學
系所名稱(中) 公共行政學系公共政策碩士班
系所名稱(英) Department of Public Administration
學年度 100
學期 1
出版年 101
研究生中文姓名 楊昌衡
研究生英文姓名 Chang-Heng Yang
學號 698640363
學位類別 碩士
語文別 中文
口試日期 2012-01-03
論文頁數 227頁
口試委員 指導教授-曾冠球
委員-莊文忠
委員-李仲彬
中文關鍵字 持續使用  電子化政府  線上申辦服務  網站服務品質  使用者滿意度 
英文關鍵字 Continued usage  E-government  Online application services  Web service quality  User satisfaction 
學科別分類 學科別社會科學行政與地政
中文摘要 【研究背景與問題】隨著網際網路技術的成熟與應用的普及化,推動各項 e 化服務(如線上申辦服務)已是許多電子化政府之發展趨勢,但是在這一股蓬勃發展的 e 化服務潮流中,仍有許多民眾在經過體驗後便不再繼續使用。因此,要如何吸引並留住民眾再繼續使用電子化政府服務,乃是現在政府機關在提供線上公共服務時所必須要正視的議題。再者,任何一項資訊科技服務或資訊系統之實行其最後是否會成功,乃是取決於使用者的持續使用而非初次採用。有鑒於此,本研究認為現在政府應當考慮到民眾對於電子化政府所提供的 e 化服務之使用感受,並瞭解他們會願意繼續使用該服務之影響因素。職是之故,本研究主要研究問題有二:(1)當民眾完成特定網路申辦項目後,影響其持續使用線上申辦服務意向之關鍵因素有哪些?(2)而這些影響因素當中,又有哪些關鍵因素是會影響民眾對於線上申辦系統之使用滿意度?
【模型觀點與研究方法】在過去有關電子化政府服務或資訊系統的持續意向研究當中,大多是將重點放在新增構念之研究變數上,來延伸以資訊系統持續使用模型為基礎的相關研究,反而忽略了應整合其他理論或模型之觀點,來廣泛性地解釋使用者的持續使用意向。因此,本研究乃利用資訊系統持續使用模型作為建構本模型之基礎,並結合科技接受模型、延伸期望確認模型、以及網站服務品質評估模型之重要概念作為建構本模型之材料,從使用者觀點角度出發,整合資訊科技之特性與線上網站之屬性,據以建構出一套以民眾使用者為導向的持續使用意向之整合模型。在研究方法上,本研究採用問卷調查法,以桃園縣線上申辦整合系統與臺北市民 e 點通之使用者作為研究對象進行調查,並運用統計套裝軟體 SPSS 將問卷資料進行分析。
【研究發現與意涵】問卷資料在經過多元迴歸分析與中介效果分析之檢測下,可獲得下列重要發現與意涵:第一,影響民眾持續使用線上申辦服務意向之關鍵因素,按其影響程度高低分別為:「使用者滿意度」、「網站服務品質」、以及「科技特性」,其中「使用者滿意度」在本模型中具有部分的中介效果,意味著透過「網站服務品質→使用者滿意度→持續使用意向」此類擴張模式,能夠增加瞭解民眾對於該系統服務的使用滿意度及其持續使用意向,這對目前在探討電子化政府服務或資訊系統之持續使用意向研究議題來說,深具有相當重要性;第二,影響民眾對於線上申辦系統之使用滿意度的關鍵因素,依其影響程度高低分別為:「網站服務品質」、「科技特性」、以及「先前經驗」,其中「先前經驗」對於「使用者滿意度」之間的影響關係乃是值得後續研究做進一步擴張模式的概念。最後,本研究模型與資料分析結果,於學術研究上可供後續相關議題研究進行更具廣泛性的模型推導與探討;於實務意涵上,可供電子化政府精進線上申辦系統實施效益之參考,並提出後續研究建議以供未來有志研究持續意向議題者可以努力的方向。
英文摘要 【Background and questions】With the maturity and propagation of Internet technology applications, it has been developed trend for many e-governments to promote various e-services such as online application services, but in the booming stock trend of e-services, there are still many people no longer continue to use them after experienced. Therefore, engaging and retaining citizens in using e-government Web sites for continued usage is a challenge being faced by most government agencies providing online public services. Furthermore, User’s intention to continue using the ICT services or information systems is considered a major determinant of its success because initial use of the ICT services or information systems is the first step toward realizing its success. One can conclude that an eventual ICT services or information systems success depends on its continued use or “continuance” after initial use (acceptance). Hence, understanding the factors influencing the user’s intention to continue using the e-services provided by e-government is a critical issue for public practitioners. Accordingly, the main research questions of this research are two. Firstly, what are the key factors influencing continued use the e-services after people complete online application services? Secondly, what are the key factors influencing user satisfaction toward online application system among these factors?
【Model viewpoints and methods】In the past relate e-government services or information systems continued intention to researches, mostly focused on new variables of constructs to extend the related researches based on the post-adopt model of IS continuance, however ignored the viewpoints integrated other theories or models to explain generally the user’s continued usage intention. Therefore, this research is making use of the post-adopt model of IS continuance as a construction the foundation of this model, combined with the key concepts of the technology acceptance model, the extended expectation confirmation model, and the web service quality model as a construction the viewpoints of this model. From user’s perspective, according to the characteristics of information technology and the attributes of online website, to construct a set of the integrated model of user-oriented continued usage intention. In research methods, this research adopts a questionnaire survey which carry on users of Taoyuan county integrated online application system and Taipei e-services online as this research object, and make use of statistics software package SPSS to analyze the questionnaire data.
【Findings and implications】The regression analysis and path analysis techniques were employed to test the research hypotheses. The results indicated that, firstly the key factors affecting continued usage intention were “user satisfaction”, which had the effect of partial mediation, “web service quality”, and “technology characteristics”. Secondly, the key factors affecting user satisfaction were “web service quality”, “technology characteristics”, and “prior experience”, which relationship between the impacts of user satisfaction relationship was worthy to further research expands the concept of that model. In conclusion, the results of this empirical research can guide us to devote limited resources to discussions, managerial implications, and future research suggestions are also provided.
論文目次 目次

第一章 緒論1
第一節 研究背景與動機1
第二節 研究目的與問題3
第三節 研究流程5
第二章 文獻回顧7
第一節 電子化政府創新服務7
第二節 科技接受模型17
第三節 資訊系統持續使用模21
第四節 延伸期望確認模型 27
第五節 網站服務品質評估模型31
第三章 研究設計39
第一節 研究架構與假設39
第二節 研究變數之操作型定義53
第三節 問卷調查55
第四節 調查執行過程63
第五節 資料分析方法67
第四章 研究結果與分析71
第一節 資料合併73
第二節 問卷信、效度分析75
第三節 描述性分析89
第四節 差異分析105
第五節 相關分析113
第六節 多元迴歸分析117
第七節 路徑分析127
第五章 結論與建議133
第一節 研究發現與討論133
第二節 政策建議139
第三節 後續研究建議141
參考文獻143
附錄一 桃園縣線上申辦整合系統調查問卷(初稿)163
附錄二 桃園縣線上申辦整合系統介紹173
附錄三 專家面談之意見與建議簡要177
附錄四 桃園縣線上申辦整合系統調查問卷(修改後之第一版)179
附錄五 第一場評論委員審查意見與建議彙整187
附錄六 桃園縣線上申辦整合系統調查問卷(修改後之第二版)197
附錄七 桃園縣線上申辦整合系統調查問卷(正式版)203
附錄八 桃園縣線上申辦整合系統調查問卷掛放位置與公佈延長問卷調查訊息209
附錄九 臺中市線上申辦整合系統調查問卷掛放位置211
附錄十 臺北市民 e 點通調查問卷掛放位置 213
附錄十一 臺北市民 e 點通調查問卷(正式版)215
附錄十二 問卷開放題之改善意見彙整221

表 次

表 2-1  政府對民眾間的應用模式9
表 2-2  SERVQUAL 量表之五個構面31
表 2-3  ALANEZI 等人的電子化服務品質與 SERVQUAL 量表33
表3-1  研究變數之間的因果關係51
表3-2  研究變數之操作型定義53
表3-3  知覺有用性 (PERCEIVED USEFULNESS, PU) 之正式問卷題項56
表3-4  知覺易用性 (PERCEIVED EASE OF USE, PEOU) 之正式問卷題項56
表3-5  網站內容 (WEB SITE CONTENT, WSC) 之正式問卷題項57
表3-6  網站服務品質 (WEB SERVICE QUALITY, WSQ) 之正式問卷題項58
表3-7  知覺風險 (PERCEIVED RISK, PR) 之正式問卷題項58
表3-8  先前經驗 (PRIOR EXPERIENCE, PE) 之正式問卷題項59
表3-9  使用者滿意度 (USER SATISFACTION, US) 之正式問卷題項59
表3-10 持續使用意向 (CONTINUED USAGE INTENTION, CUI) 之正式問卷題項59
表3-11 CRONBACH’ S Α係數指標判斷原則67
表3-12 樣本大小與因素負荷量選取標準68
表4-1  兩個案線上申辦系統網路問卷發放回收情形72
表4-2  兩地點之變異數同質性 LEVENE 檢定73
表4-3  KMO 統計量值之判斷原理76
表4-4  KMO 與 BARTLETT 球型檢定表76
表4-5  研究假設修改前後之對照表79
表4-6  影響因素量表之第一次因素分析表80
表4-7  影響因素量表之第二次因素分析表83
表4-8  本研究影響因素量表之因素分析彙整表85
表4-9  受訪者性別次數分配表89
表4-10 受訪者年齡描述性統計表90
表4-11 受訪者年齡層分布次數分配表90
表4-12 受訪者教育程度次數分配表90
表4-13 受訪者平均每次所需之申辦時間次數分配表91
表4-14 受訪者使用線上申辦期間次數分配表91
表4-15 受訪者目前持續使用線上申辦次數描述性統計表92
表4-16 受訪者目前持續使用線上申辦次數分配表92
表4-17 受訪者資訊科技能力程度次數分配表93
表4-18 受訪者對於線上申辦系統「科技特性」之看法94
表4-19 受訪者對於線上申辦系統「網站內容」之看法95
表4-20 受訪者對於線上申辦系統「網站服務品質」之看法97
表4-21 受訪者「先前使用」線上申辦系統的實際情形(Ⅰ)98
表4-22 受訪者「先前使用」線上申辦系統的實際情形(Ⅱ)98
表4-23 受訪者「先前使用」線上申辦系統的實際情形(Ⅲ)99
表4-24 受訪者對於線上申辦系統的「使用滿意度」之看法99
表4-25 受訪者對於線上申辦系統的「持續使用意向」之看法100
表4-26 受訪者對於「持續使用」線上申辦系統之意向的綜合評價100
表4-27 受訪者對於線上申辦系統的「使用滿意度」之綜合評價101
表4-28 受訪者對於線上申辦系統使用的「科技特性」之綜合評價101
表4-29 受訪者對於線上申辦系統「網站內容」之綜合評價102
表4-30 受訪者對於線上申辦系統「網站服務品質」之綜合評價103
表4-31 受訪者對於「先前使用」線上申辦系統之經驗的綜合評價104
表4-32 受訪者的性別對各變數之T 檢定結果105
表4-33 受訪者目前持續使用線上申辦次數對各變數之 T 檢定結果106
表4-34 受訪者的資訊科技能力程度對各變數之 T 檢定結果106
表4-35 受訪者的年齡對各變數之單因子變異數分析表108
表4-36 受訪者的教育程度對各變數之單因子變異數分析表109
表4-37 受訪者平均每次所需之申辦時間對各變數之單因子變異數分析表110
表4-38 受訪者使用線上申辦期間對各變數之單因子變異數分析表111
表4-39 雙變數關聯程度之判別表113
表4-40 自變項間之相關分析114
表4-41 自變項與依變項之相關分析115
表4-42 持續使用意向之迴歸分析表(Ⅰ)118
表4-43 使用者滿意度之多元迴歸分析表(Ⅱ)119
表4-44 持續使用意向之多元迴歸分析表(Ⅲ)120
表4-45 使用者滿意度作為中介變項之階層迴歸分析表(Ⅳ)123
表4-46 本研究建立四組多元迴歸模型分析彙整表125
表4-47 本研究假設與驗證結果彙整表126
表4-48 持續使用意向路徑分析之各項效果分解說明131

圖 次

圖1-1 研究流程6
圖2-1 我國電子化政府推動歷程10
圖2-2 科技接受模型18
圖2-3 修正後的科技接受模型19
圖2-4 期望確認理論23
圖2-5 資訊系統持續使用模型26
圖2-6 延伸期望確認模型28
圖2-7 網站服務品質評估模型36
圖3-1 研究架構40
圖3-2 各變數之間的因果假設50
圖 4-1 經信效度分析刪減後的研究架構78
圖 4-2 中介效果分析之路徑圖124
圖 4-3 路徑分析之路徑圖128
圖 4-4 路徑分析之參數估計圖130
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