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博碩士論文 etd-0111114-005749 詳細資訊
Title page for etd-0111114-005749
論文名稱
Title
旅客對於機場自助報到機的接受度研究
A Study of Passengers' Technology Acceptance of Airlines Check-in KIOSK
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
93
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2013-06-03
繳交日期
Date of Submission
2014-02-11
關鍵字
Keywords
科技接受度模型、科技準備度、過去經驗、自助服務科技
Self-service Technologies (SSTs), Previous Experience, Technology Acceptance Model (TAM), Technology Readiness (TR)
統計
Statistics
本論文已被瀏覽 5726 次,被下載 906
The thesis/dissertation has been browsed 5726 times, has been downloaded 906 times.
中文摘要
傳統的服務接觸(Service Encounters)通常為第一線人員與消費者間的互動,由於資訊科技的發展,這樣的人員服務逐漸被自助服務科技(Self-Service Technologies, SSTs)所取代。自助服務科技是一種消費者不需要透過第一線人員的參與便可自行完成的服務工具,在企業與消費者間,提升了消費者的便利性與時效性,也增加了企業的生產力與效率。而自助服務科技中的自助報到機亦成為航空公司欲進行推廣的項目,但是自助報到機大量設置與採用的前提與旅客的接受程度與使用頻率有密切相關,也成為航空公司與各航空站所遭遇到的問題與挑戰。
本研究結果的發現,與科技接受模型的基本原始假設相同,但旅客的過去經驗並不影響旅客的認知與態度間的關係;也發現,科技準備度指標的加入會弱化認知有用性與態度間的正向關係。另外,男性的認知有用性高於女性;有過使用經驗的旅客的認知有用性高於無使用經驗;26~40歲的使用意願較高;北部與南部的旅客態度較正面;以及月收入在32,000元~46,000元的旅客有較高的科技準備度。
依照研究結果,建議航空站與航空公司,仍應持續進行自助報到機的宣傳與推廣;並應維持自助報到機的穩定運作及重新設計出有效率的自助報到機介面與使用流程;再透過航空公司人員對旅客使用時的從旁協助,有助於增加使用率。
Abstract
Traditional service encounters where is where consumers directly interact with service provides, have been conducted between front-line service employees and consumers. Due to the development of information technology, Self-service technologies (SSTs) are introduced by service providers and affecting the service encounters for both saving costs and increasing efficiency. SSTs enable consumers to produce services for themselves without assistance from firm employees, and traditional service encounters are getting replaced by SSTs, but the adoption and usage of consumers has become the major challenges by service providers.
Hence, in this study Technology Acceptance Model(TAM) and other variables are discussed and selected to form research model. The goals of this study are to find the main factor that might affect the acceptance of consumers, and the moderator effect of privious experience or Technology Readiness(TR) between beliefs and attitude. 367 Samples are collected through questionnaire survey, tested the hypotheses by regression analysis for the Airline Self-service Check-in Kiosk case.
The result showed the same result with TAM, but the moderator effect was just confirmed by only one hypothesis, TR will weaken the relationship between perceived usefulness and attitude. The study also finded that gender, previous experience, age, living area, and salary have significant difference within samples.
Based on the result, suggestions are as followed: the airport and the airline company should keep promoting Check-in Kiosk, introduce stable equipments, design better user interface and process, and provide assistance and direction to travellers by airline front-line staffs.
目次 Table of Contents
論文審定書 .............................................................i
誌謝................................................................... ii
中文摘要.............................................................. iii
英文摘要............................................................... iv
目錄....................................................................v
圖次...................................................................vi
表次..................................................................vii
第一章 緒論.............................................................1
第一節 研究背景與動機.................................................2
第二節 研究目的.......................................................3
第三節 研究範圍..................................................... .4
第四節 研究流程..................................................... .4
第五節 論文結構.......................................................5
第二章 文獻探討.........................................................6
第一節 自助服務科技...................................................6
第二節 科技接受度模型............................................... 8
第三節 科技準備度 ...................................................13
第四節 過去經驗......................................................15
第三章 研究設計........................................................18
第一節 研究架構............................................ .........18
第二節 研究假設......................................................20
第二節 研究變項之操作型定義及衡量方法................................21
第三節 抽樣計畫......................................................27
第四節 前測..........................................................28
第四章 實證分析........................................................34
第一節 有效樣本結構敘述與變數基本分析................................34
第二節 態度之影響因素分析............................................48
第三節 使用意願之影響因素分析........................................49
第四節 態度之中介效果分析............................................51
第五節 過去經驗的干擾效果分析........................................53
第六節 科技準備度的干擾效果分析......................................54
第七節 人口統計變數的影響............................................57
第八節 綜合討論......................................................66
第五章結論與建議.......................................................71
第一節 結論..........................................................71
第二節 管理意涵......................................................74
第三節 研究限制......................................................75
參考文獻...............................................................76
附錄 – 旅客對於機場自助報到機的接受度研究問卷.........................82
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