| dc.contributor.advisor | 李有仁 | zh_TW |
| dc.contributor.advisor | Li, Eldon Y | en_US |
| dc.contributor.author (Authors) | 謝瑞珊 | zh_TW |
| dc.contributor.author (Authors) | Hsieh, Jui Shan | en_US |
| dc.creator (作者) | 謝瑞珊 | zh_TW |
| dc.creator (作者) | Hsieh, Jui Shan | en_US |
| dc.date (日期) | 2011 | en_US |
| dc.date.accessioned | 17-Apr-2012 09:11:50 (UTC+8) | - |
| dc.date.available | 17-Apr-2012 09:11:50 (UTC+8) | - |
| dc.date.issued (上傳時間) | 17-Apr-2012 09:11:50 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0973560331 | en_US |
| dc.identifier.uri (URI) | http://nccur.lib.nccu.edu.tw/handle/140.119/52733 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 資訊管理研究所 | zh_TW |
| dc.description (描述) | 97356033 | zh_TW |
| dc.description (描述) | 100 | zh_TW |
| dc.description.abstract (摘要) | This research explores the relationship between intention and actual usage of self-service technology (SST), and investigates the effects of facilitating conditions and customer readiness on customer adoption of SST. In recent years, self-service technologies have created many new service contents; nevertheless, the actual utilization is not actually common yet. Therefore, this research try to explore the relationship between customer readiness and facilitating conditions on the actual use of SST, then focus on narrowing the gap between intention to use SST and actual usage of SST. We believe that this understanding is imperative for service providers to make proactive strategies for fostering customers’ intention and actual usage of the SST. The framework makes it possible to understand and predict customer trial related to using self-service technology by thoroughly examining underlying customer readiness degree and use the internet to illustrate how our framework can be applied to study customer behavior related to a specific self-service technology. To analyze the longitudinal effect, a two-stage survey was conducted and lasted for seven months. As it is well known that behavior intention does not necessary lead to actual behavior, our findings offer proactive strategies to service providers in turning intention into actual usage. Implications are discussed for managerial strategy as well as for future research.The research can be referred as marketing strategy for self-service or kiosk industry, and on academic contribution of narrowing the gap between intention and actual use. It is expected that it is helpful to facilitate self-service development and to enrich customer experience and competitiveness in Taiwan. | en_US |
| dc.description.tableofcontents | List of Figures.........................................iiList of Tables..........................................iiEnglish Abstract ......................................iiiCHAPTER ONE: INTRODUCTION 31.1 Background 31.2 Research Motivations and Objectives 4CHAPTER TWO: LITERATURE REVIEW 62.1 Theory of Planned Behavior 62.2 Self-service technologies (SSTs) 112.2.1 KIOSK 142.3 Customer readiness and SST 162.4 Facilitating Conditions 20CHAPTER THREE: METHODOLOGY 253.1 Research Framework and Hypothesis Development 253.1.1 Intention to use SST 253.1.2 Customer Readiness 263.1.3 Facilitating Conditions 273.2 Ressearch Operational Definition 273.3 Questionnaire Development 283.4 Measurement 303.5 Research Methodology 30CHAPTER FOUR: ANALYSES 314.1 Sample and Data Collection 314.2 Confirmatory Factor Analyses 334.3 Descriptive Statistics and Correlation for all Variables 354.4 Results 354.4.1 Paired sample T-test 37CHAPTER FIVE: DISCUSSION 38CHAPTER SIX: CONCLUSIONS 406.1 Limitations and directions for future research 406.2 Implications for Practice 40REFERENCES 43APPENDIX A 51APPENDIX B 56 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0973560331 | en_US |
| dc.subject (關鍵詞) | Theory of Reasoned Action (TRA) | en_US |
| dc.subject (關鍵詞) | Theory of Planned Behavior (TPB) | en_US |
| dc.subject (關鍵詞) | Self-service Technology (SST) | en_US |
| dc.subject (關鍵詞) | Customer Readiness (CR) | en_US |
| dc.subject (關鍵詞) | Facilitating Conditions (FC) | en_US |
| dc.title (題名) | 由意圖轉為使用: 自助服務科技之顧客準備度及促成條件之縱時探討 | zh_TW |
| dc.title (題名) | From intention to use: a longitudinal investigation on customer readiness and facilitating conditions of self-service technology | en_US |
| dc.type (資料類型) | thesis | en |
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