使用聊天機器人作為服務代理在數位時代已經越來越普遍，儘管大部分的客服已經是由機器人來取代，但人員客服依然會保留，並結合聊天機器人來滿足顧客。過往的研究文獻注重擬人化、介面設計及持續使用意圖，但較少探討聊天機器人與服務人員的互動影響。本研究基於資訊系統成功模式建立，欲瞭解顧客認知聊天機器人互動品質對需要與服務人員互動、顧客滿意度以及購買意願之間的影響關係。
       本研究以使用過金融理財/電子商務平台客服為受測者，總共回收有效問卷296份。使用 SPSS、Smart-PLS 分析軟體進行敘述性統計、結構方程模型、獨立樣本 T 檢定、單因子變異數分析進行檢定。
       研究結果顯示：(1)服務品質正向影響需要與服務人員互動，資訊品質負向影響需要與服務人員互動；(2)資訊品質、系統品質對顧客滿意度有顯著正向影響；(3)需要與服務人員互動正向影響顧客滿意度；(4)顧客滿意度正向影響購買意願；(5)需要與服務人員互動在資訊品質與服務品質對顧客滿意度具有中介效果。本研究貢獻在於填補對話式服務之研究，從互動品質觀點中，瞭解聊天機器人與人員互動對顧客滿意度及購買意願之間的影響關係，並在聊天機器人互動品質不足的情況下，服務人員的互動正向影響整體客服之顧客滿意度。

	The use of chatbots as conversation service agents has become increasingly common in the digital age. Although most customer service has been replaced by chatbot, human customer service is still retained and combined with chatbots to better meet customer demand. Previous research literature has focused on anthropomorphism, interface design, and continuance intention, but less on the impact of interaction between chatbots and service agents. This study is based on the information systems success model, to understand the influence of customer cognitive chatbot interaction quality on the need for interaction with a service employee(NFI-SE), customer satisfaction and purchase intention.
	In this study, 296 valid questionnaires were collected from the respondents who had used financial/e-commerce for customer service. The analysis was conducted using SPSS and Smart-PLS software for descriptive statistics, structural equation model, independent sample T-test, and one-way ANOVA.
	Research results show, (1) service quality positively affects NFI-SE and information quality negatively affects NFI-SE; (2) information quality and system quality have significant positive effects on customer satisfaction; (3) NFI-SE positively affects customer satisfaction; (4) customer satisfaction positively affects purchase intention; (5) NFI-SE has a mediating effect on information quality and service quality has a mediating effect on customer satisfaction. The contribution of this study is to fill in the conversational services, to understand the relationship between chatbot and employee interaction on customer satisfaction and purchase intention from the viewpoint of interaction quality, and the positive service employee interaction to influence the overall customer satisfaction in the case of insufficient chatbot interaction quality. 

目錄
目錄	I
表目錄	II
圖目錄	III
第一章 緒論	1
第一節 研究背景	1
第二節 研究動機	3
第三節 研究目的	7
第四節 研究流程	8
第二章 文獻探討	9
第一節 聊天機器人與客服關聯	9
第二節 聊天機器人互動品質	14
第三節 需要與服務人員互動	17
第四節 顧客滿意度	19
第五節 購買意願	21
第三章 研究方法	23
第一節 研究架構	23
第二節 研究假說	24
第三節 變數之操作性定義與衡量方法	28
第四節 研究設計	33
第五節 分析方法	34
第四章 資料分析與研究結果	36
第一節 樣本發放與回收	36
第二節 敘述性統計	36
第三節 信度分析	41
第四節 結構方程模型分析	43
第五節 獨立樣本T檢定	49
第六節 單因子變異數分析	51
第五章 結論與建議	57
第一節 研究結論	57
第二節 管理意涵與研究貢獻	60
第三節 研究限制與建議	63
參考文獻	64
附錄 – 正式問卷	78

表目錄
表1-1過往研究文獻	5
表2-1互動品質各研究構面之操作性定義與參考來源	28
表2-2互動品質各研究架構之衡量問項	29
表2-3需要與服務人員互動研究架構之衡量問項	30
表2-4 顧客滿意度研究架構之衡量問項	31
表2-5購買意願研究架構之衡量問項	32
表4-1 受測者使用客服現況之分析表	38
表4-2 受測者人口變項分析表	40
表4-3 顧客滿意度、購買意願、需要與服務人員互動各構面信度分析	41
表4-4 驗證性因素分析表	44
表4-5 交叉負荷量表	45
表4-6 區別效度分析表	46
表4-7 研究假說路徑分析表	47
表4-8 中介效果檢定表	48
表4-9 多群組分析檢定表	49
表4-10 性別對各構面獨立T檢定分析表	50
表4-11 最常使用客服的類別對各構面獨立T檢定分析表	50
表4-12 年齡對各構面單因子變異數檢定分析表	52
表4-13 教育程度對各構面單因子變異數檢定分析表	53
表4-14 職業對各構面單因子變異數檢定分析表	54
表4-15 平均月收入對各構面單因子變異數檢定分析表	55
表5-1 假說驗證結果	57

圖目錄
圖 1-1研究流程	8
圖 2-1研究架構圖	23
圖4-1 路徑分析圖	47

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