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博碩士論文 etd-0205113-130544 詳細資訊
Title page for etd-0205113-130544
論文名稱
Title
以期望確認理論結合雙因子理論探討系統使用者的組織公民行為
Integrate Expectation Confirmation Theory and Two Factor Theory to Explore IS User’s Organizational Citizenship Behavior
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
81
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
2013-01-28
繳交日期
Date of Submission
2013-02-05
關鍵字
Keywords
使用者欣喜、使用者滿意度、期望確認理論、組織公民行為、雙因子理論
User delight, Two factor theory, User satisfaction, Expectation confirmation theory, Organizational citizenship behavior
統計
Statistics
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The thesis/dissertation has been browsed 5923 times, has been downloaded 671 times.
中文摘要
企業內資訊系統的研究中,系統使用者的接受行為一直是廣被研究的主題。然而,除了使用者接受之外的正向行為-使用者的組織公民行為 (Organizational Citizenship Behavior) 逐漸被重視。但是,目前尚未有研究系統性地探索使用者組織公民行為的重要前置變數。因此本研究以期望確認理論結合雙因子理論,來了解使用者對資訊系統保健因子 (Hygiene Factor) 及激勵因子 (Motivator) 的確認如何影響使用者的情感-滿意 (Satisfaction) 及欣喜 (Delight),並進一步觸發使用者的組織公民行為。
本研究於台灣採集了237個有效樣本來驗證本研究假說,結果顯示使用者欣喜是比滿意為更重要的使用者組織公民行為的預測變數。除此之外,我們發現系統的資訊品質、系統品質及服務品質為保健因子,其與使用者的滿意度是呈現左半鐘型 (left half of bell shape) 的曲線關係-即其對使用者正向滿意及組織公民行為不是重要影響關鍵。另外,本研究所提出的激勵因子經確認為績效因子(performance factor),績效因子的高度確認,亦可以造成使用者的欣喜情緒,進而造成使用者的組織公民行為。
研究成果可以供實務界及學術界對於使用者滿意與其前置變數的關係一個全新認知,並使了解使用者組織公民行為的重要影響變數-使用者滿意與欣喜。
Abstract
System user’s acceptance behavior in firms has long been shed light on in information system (IS) research. However, except for user’s acceptance behavior, more positive and proactive oriented behaviors, user’s organizational citizenship behavior (OCB) has gradually been emphasized in IS research. However, in current IS research, no efforts have addressed on digging the antecedents of user’s OCB. Therefore, this study combined expectation confirmation theory and two factor theory to examine the impact of confirming level of IS hygiene factors and motivator on user’s affect – satisfaction and delight which will further influence user’s OCB.
Data was collected from 237 IS users in firms in Taiwan to test our hypothesis. The result shows that user delight is a stronger predicator of user’s OCB than user satisfaction. Besides, we find that information quality, system quality and service quality of organizational IS are hygiene factors. The relationship between IS hygiene factors and user satisfaction is similar to the pattern of left half of bell shape. This indicates IS hygiene factors are not critical for boosting user’s positive satisfaction and triggering user’s OCB. Besides, although the IS motivator we proposed in our research context is a performance factor, we find that the extremely high level of confirmation on IS performance factors can cause user delight and further result in user’s OCB.
The result of this study can provide practitioners as well as academics the refreshing view regarding the relationship between user satisfaction and IS related characteristics. Besides, this research also pioneers IS studies in finding the important antecedents of user’s OCB – user satisfaction and delight.
目次 Table of Contents
1. Introduction 1
2. Theoretical Background and Hypothesis 4
2.1 Organizational Citizenship Behavior 4
2.2 Delight and Satisfaction 10
2.3 Antecedents of Information System Satisfaction 12
2.4 Expectation Confirmation Theory 14
2.5 Two Factor Theory 16
2.6 Integrating Expectation Confirmation Theory, Two Factor Theory and Quadratic Regression 19
3. Research Methodology 24
3.1 Sampling and Data Collection 24
3.2 Sample Representatives 25
3.3 Reflective Second Order Constructs 29
3.4 Constructs and Measurements 30
4. Data Analysis 35
4.1 Cross Factor Loading 35
4.2 Common Method Variance 37
4.3 Reliability and Validity 40
4.4 The Structural Model : Hypothesis Test 45
5. Discussion 51
5.1 Influence of User Satisfaction on User’s OCB 51
5.2 Influence of User Delight on User’s OCB 51
5.3 Quadratic Effect of Confirmation of Hygiene Factor on User Satisfaction 52
5.4 Quadratic Effect of Confirmation of Motivator on User Satisfaction 52
5.5 Influence of Surprising Motivator on User Delight 53
6. Conclusion and Implications 54
6.1 Conclusion 54
6.2 Academic Implications 55
6.3 Practical Implications 56
6.4 Limitations and Suggestions for Future Study 57
Reference 59
Appendix 69

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