Herzberg在1959年提出雙因子理論(Two Factor Theory)，除了指出滿意度不應是單一向量，而是滿意與不滿意兩種概念的結合外，他也將員工工作滿意度的前置影響因子區分為保健因子(Hygiene Factors)與激勵因子(Motivators Factors)兩者。該理論指出，保健因子與不滿意度相關，而激勵因子則會影響滿意度。在行銷領域中，Kano也提出類似的看法。除了劃分滿意與不滿意之外，其亦將商品屬性的品質分為一定要有(Must-be)、有會更好(Attractive)與單一維度(One-dimensional)三者。這兩種理論模式不約而同的認為滿意度不能以單一向量去思考，同時也指出影響因子必須做更有效的區分。然而檢視過去資管對於資訊系統滿意度的研究，皆以單一向量的線性思維為主，進而找出其影響因子。此模式不但無法清楚界定使用者內心真正的認知，更無從確認前置影響因子對滿意度的影響方式。
另外，綜觀資訊系統滿意度的研究，發現期望-(不)確認理論中所提到的確認(Confirmation)與滿意度習習相關。若將滿意度區分為滿意與不滿意兩種，再搭配個體對前置因子的不確認(Disconfirmation)狀態，可更精確區分出四種不同的配對方式。而此種滿意度分析方式，應更能真正了解每個前置影響因子對滿意度的影響方式。為了達成此目的，本研究利用兩階段研究流程，首先統整過去影響「資訊系統滿意度」的相關研究，並利用修正式德菲法(Modified Delphi)建立出資管領域中資訊系統滿意度的重要前置變數表。經過三個回合德菲法問卷分析，取得29位學者專家80%以上的一致性看法，將影響資訊系統滿意度的變數區分為六大構面及28個變數。第二階段利用問卷調查方式，透過實際大樣本實證方式，了解單獨前置變項的不確認狀態與滿意度之間的關係，將資訊系統滿意度的影響因子區分成保健因子、激勵因子、績效因子與無效因子。
本研究發現在使用者與科技相關方面的影響因子，如系統品質等為保健因子；在使用者、科技與工作任務之間的影響因子，如資訊品質等為激勵因子；在使用者、科技與組織之間的影響因子，如高階主管支持、電腦訓練政策等為績效因子，而資訊部門的服務品質等為激勵因子。

Herzberg (1959) proposed a two-factor model, often named as two-factor theory when adopted by the following researches. Through measuring the level of dissatisfaction and satisfaction, he classified antecedents of work satisfaction into hygiene and motivator two type. While hygiene factors are variables which lead to dissatisfaction, motivators are variables correlated with satisfaction. In marketing area, Kano (1984) also proposed a similar concept, named two-way quality model. This model adopts both satisfaction and dissatisfaction concepts and, based on these concepts, he further classified quality properties into Must-be, Attractive and One-dimension three types. This implies that the separation of satisfaction with two dimensions allow researchers to understand how each antecedent functions. However, in past information system (IS) area, IS satisfaction was treated as a linear concept and measured with Likert or semantic differential scale. This approach lead to a direct consequence that identifying possible antecedents is possible but understanding the way they function is difficult.
The purpose of this study is to develop a better approach to understand how different antecedents affect IS satisfaction. We attempt to adopt the confirmation concept in expectation-disconfirmation theory (EDT). Through measuring the level of confirmation (or disconfirmation) and satisfaction (or dissatisfaction), this study attempts to clarify how each antecedent generate effect under different contexts.
This study attempts to achieve its purpose through a two-stage approach. We first used modified Delphi obtain various antecedents of IS satisfaction. In this stage, opinions from 29 scholars and experts resulted in 6 dimensions, contain 28 variables in total. In the next stage, we collected empirical data through survey to classify 28 variables into different types. We find the factors about the relation with user and IT are hygiene factor, e.g. system quality etc. The factors about the relation with user, IT and task are motivator, e.g. information quality etc. The factors about the relation with user, IT and organization are motivator and performance factor, e.g. management support and computer training are performance factors, MIS’s service quality etc. are motivator. The result should provide insightful implications for both IS academia and practitioners.

第一章 導論 1
1.1 研究背景 1
1.2 研究動機 2
1.3 研究目的 5
第二章 文獻探討 7
2.1 資訊系統滿意度(Information System Satisfaction) 7
2.2 雙因子模式(Two Factor Model) 12
2.3 Kano的商品屬性模式(Kano Model) 15
2.4 期望不確認理論(Expectation Disconfirmation Theory) 16
2.5 小節 18
第三章 研究方法 20
3.1第一階段：確認影響使用者資訊系統滿意度的變數 21
3.1.1 期刊樣本的選擇 21
3.1.2 德菲法 22
3.2第二階段：實證資料蒐集與分析 26
3.2.1 問卷發展 26
3.2.2 樣本抽樣與施測 29
3.2.3 統計分析方法 30
第四章 研究結果 33
4.1第一階段：修正式德菲法結果 33
4.1.1第一回合修正式德菲法 33
4.1.2第二回合修正式德菲法 36
4.1.3第三回合修正式德菲法 37
4.2第二階段：區分資訊滿意度的影響因子 40
4.2.1資訊系統類型 40
4.2.2統計結果 41
第五章 研究結果與討論 85
5.1結果 85
5.2討論 87
5.2.1人與科技的關係 88
5.2.3人、科技與任務的關係 89
5.2.4人、科技與組織的關係 90
5.3實務貢獻 92
5.4學術貢獻與未來研究 93
5.6研究限制 95
參考文獻 97
附錄 104
A1 第一回合德菲法問卷 104
A2 第二回合德菲法問卷 111
A3 第二回合德菲法問卷 117
A4 實證問卷 122

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