隨著科技的快速發展，現代社會日益依賴科技來進行人際互動與商業行為，科技產品與服務已成為日常生活中不可或缺的一部分，不僅改變了人們的生活型態，同時也重新定義了企業與消費者之間的互動模式。
    在這樣的背景下，全球各地的企業為了因應消費者日益多元化的需求，紛紛導入自助服務科技（Self-Service Technology, SST）與機台來提供服務，不僅能提升服務速度與企業競爭力，還有助於降低營運成本，提升企業整體效能。同時，透過更快速、便利且自主的操作體驗，亦能強化顧客的整體服務感受，有效提升顧客的滿意度與忠誠度。隨著人工智慧、物聯網與雲端運算技術的日趨成熟，自助服務的應用範圍更為廣泛。尤其在疫情之後，消費者對於「非接觸式互動」的偏好明顯提升，促使消費者對於自助服務科技的接受度與期待迅速增加，也推動企業加速其導入與優化，自助服務科技未來的發展潛力與應用價值備受關注，值得進一步深入探討其發展趨勢、消費者之使用意圖及其影響因素。
    本研究針對台灣自助服務機台市場，探討消費者之確認、知覺易用性是否顯著影響消費者的使用意圖，又或是需透過知覺有用性、滿意及態度加以中介，間接影響使用意圖，並且同時探討台灣自助服務機台市場的消費者，是否會因其科技準備度不同而有所顯著的差異。
    本研究以台灣曾使用過自助服務機台之消費者為研究對象，以 LISREL 統計軟體進行分析。實證結果如下：
一、在台灣自助服務機台市場中，確認、知覺易用性皆會顯著影響消費者對自助服務機台的使用意圖。
二、在台灣自助服務機台市場中，知覺易用、確認在影響消費者對自助服務機台使用意圖過
程中，知覺有用、滿意及態度確實扮演著重要的中介角色。
三、在台灣自助服務機台市場中，不同科技準備度的消費者，影響其個別使用自助服務機台
的關鍵影響因素有顯著的不同。

    With the rapid advancement of technology, modern society increasingly relies on technology for interpersonal interactions and business activities. Technological products and services have become an integral part of daily life, transforming lifestyles and redefining the interaction between businesses and consumers.
    To meet diverse consumer needs, businesses worldwide have adopted Self-Service Technologies (SSTs) and kiosks. These technologies enhance efficiency and competitiveness, reduce costs, and improve performance. The faster, more convenient, and autonomous experience strengthens satisfaction and loyalty.As AI, IoT, and cloud computing mature, SSTs have expanded across industries. In the post-pandemic era, rising preference for contactless interactions has boosted acceptance and expectations. This has driven businesses to accelerate adoption, underscoring SSTs' future value. Further exploration of trends, user intentions, and influencing factors is essential.
    This study focuses on the self-service kiosks market in Taiwan, investigating whether confirmation and perceived ease of use significantly influence consumers’ intentions directly, or indirectly through perceived usefulness, satisfaction, and attitude as mediating variables. Additionally, it examines whether consumer responses differ significantly depending on their technology readiness.
    The study targets consumers in Taiwan who have experience using self-service machine and utilizes the LISREL statistical software for analysis. The empirical findings are as follows:
1.Both confirmation and perceived ease of use significantly influence consumers' usage intentions.
2.Perceived usefulness, satisfaction, and attitude serve as important mediators in the relationships between confirmation, perceived ease of use, and usage intention.
3.Consumers with different technology readiness show significant differences in the key factors affecting their intention to use self-service kiosks.

目錄
目錄	i
表目錄	iii
圖目錄	v
第一章 緒論	1
第一節 研究背景	1
第二節 研究動機	5
第三節 研究目的	7
第四節 研究範圍及對象	8
第五節 研究流程	9
第二章 文獻回顧	10
第一節 自助服務科技(Self-Service Technologies ,SSTs)	10
第二節 科技持續理論（Technology Continuance Theory, TCT）	15
第三節 科技準備度(Technology Readiness Index)	20
第三章 研究方法	24
第一節 研究架構	24
第二節 研究假說	26
第三節 研究變數之操作性定義與衡量	31
第四節 問卷設計	38
第五節 資料分析方法	40
第四章 資料分析與結果	44
第一節 敘述性統計分析	44
第二節 結構方程式模型分析	54
第五章 研究結論與發現	86
第一節 研究結論	86
第二節 研究發現	88
第三節 研究限制與未來研究建議	92
參考文獻	93
附錄 研究問卷	104

表目錄
表1-1 常見的自助服務機台	1
表2-1 自助服務科技之定義及相關文獻彙整表	11
表2-2 自助服務科技之類型	13
表2-3 科技準備度之相關文獻彙整表	23
表3-1 本研究之研究假說統整表	30
表3-2 確認之操作性定義與衡量問項	31
表3-3 知覺易用性之操作性定義與衡量問項	32
表3-4 知覺有用性之操作性定義與衡量問項	33
表3-5 滿意之操作性定義與衡量問項	34
表3-6 態度之操作性定義與衡量問項	35
表3-7 使用意圖之操作性定義與衡量問項	36
表3-8 科技準備度之操作性定義與衡量問項	37
表3-9 研究問卷發放與回收情形	39
表3-10 LISREL符號說明	42
表3-11整體模型之配適度指標與準則	43
表4-1 整體有效樣本性別分布情形	44
表4-2 整體有效樣本年齡分布情形	45
表4-3 整體有效樣本教育程度分布情形	46
表4-4 整體有效樣本職業分布情形	47
表4-5 整體有效樣本居住地區分布情形	48
表4-6 整體有效樣本月收入分布情形	49
表4-7 受測者是否曾使用過自助服務機台之分布情形	50
表4-8 受測者曾經使用過自助服務機台之場所分布情形	51
表4-9 受測者曾使用過之自助服務機台類型分布情形	52
表4-10 受測者曾使用過之自助服務機台類型分布情形	53
表4-11 線性結構模型之相關參數說明	56
表4-12 整體及高、低科技準備度樣本模型之配適度衡量結果彙整表	60
表4-13 整體樣本衡量模式之評估	62
表4-14 高科技準備度樣本衡量模式之評估	64
表4-15 低科技準備度樣本衡量模式之評估	66
表4-16 整體樣本假說之驗證結果	70
表4-17 高科技準備度樣本假說之驗證結果	73
表4-18 低科技準備度樣本假說之驗證結果	76
表4-19 整體樣本路徑效果分析表	78
表4-20 高科技準備度樣本路徑效果分析表	81
表4-21 低科技準備度樣本路徑效果分析表	84

圖目錄
圖1-1 全球自助服務機台市場規模	2
圖1-2 各地區自助服務機台市場規模	3
圖1-3 本研究之研究流程	9
圖2-1 科技接受模型(Technology Acceptance Model)	 16
圖2-2 期望確認理論(Expectation Confirmation Theory)	17
圖2-3  IS接受後持續使用模式	18
圖2-4 科技持續理論(Technology Continuance Theory)      19
圖3-1 研究架構	25
圖4-1 本研究整體模型之線性結構關係圖	55
圖4-2 整體樣本路徑結構分析圖	77
圖4-3 高科技準備度樣本路徑結構分析圖	80
圖4-4 低科技準備度樣本路徑結構分析圖	83

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