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題名：國際觀光旅館前檯資訊系統使用行為模式之研究
作者：屈妃容
校院名稱：國立彰化師範大學
系所名稱：工業教育與技術學系
指導教授：鄭友超
學位類別：博士
出版日期：2009
主題關鍵詞：國際觀光旅館；前檯資訊系統；使用行為模式
原始連結：連回原系統網址new window
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摘 要
本研究以整合性科技接受使用理論(UTAUT)為理論基礎，結合資訊系統成功模式(ISS)之系統品質及資訊品質構念與社會認知理論(SCT)之電腦自我效能及電腦焦慮構念，探討影響國際觀光旅館前檯從業人員使用前檯資訊系統的行為因素。首先探討預期績效、預期付出、社會影響、電腦自我效能、資訊品質及系統品質對行為意向之影響；其次探討行為意向、電腦自我效能及電腦焦慮對使用行為之影響；進而評估本研究假設模型對國際觀光旅館前檯資訊系統使用行為之適用性。
本研究採用問卷調查進行研究。首先，根據文獻探討發展本研究所需之前測問卷；其次，針對中部地區兩家國際觀光旅館之前檯作業人員進行前測；最後，本研究以比例分層隨機取樣方式選取國內12家國際觀光旅館發放問卷，本研究總共發放360份問卷，有效問卷計290份，有效回收率為80.1%，並以結構方程模式驗證本研究之各項研究假說。本研究結論如下：
一、前檯作業人員對於預期績效的認知最高；對於電腦焦慮的認知最低。
二、前檯作業人員對於使用行為的認知差異最大；對於系統品質的認知差異最小。
三、預期績效對行為意向、社會影響對行為意向及行為意向對使用行為有直接影響效果；而預期績效及社會影響均透過行為意向對使用行為產生間接影響效果。
四、電腦自我效能對預期績效有直接影響效果。
五、資訊品質對預期績效及系統品質對預期付出有直接影響效果；而資訊品質可透過預期績效及行為意向對使用行為產生間接影響效果。
六、預期績效、預期付出、社會影響、電腦自我效能、電腦焦慮、資訊品質、系統品質及行為意向對使用行為之直接與間接解釋能力為65%。
經由分析性別、年齡、年資、教育程度及服務單位等五項調節變項之干擾效果發現，不同調節變項分別會對不同路徑係數產生顯著性影響。最後，本研究依據相關文獻分析及實證研究發現結果，提出實務管理意涵及後續研究之建議。
關鍵字：國際觀光旅館、前檯資訊系統、使用行為模式
Abstract
Based on the Unified Theory of Acceptance and Use of Technology (UTAUT), this study integrated the system quality and information quality constructs in Information Systems Success (ISS) Model and the computer self-efficacy and computer anxiety constructs in the Social Cognitive Theory (SCT) to explore factors affecting usage of front office systems (FOS) among front office clerks in international tourist hotels. The effects of performance expectancy, effort expectancy, social influence, computer self-efficacy, information quality, and system quality on behavior intention were examined, and in turn the effects of behavior intention, computer self-efficacy, and computer anxiety on actual use behavior were investigated. Finally, the applicability of the proposed model to the usage behavior of FOS among international tourist hotel front office clerks was also verified.
The questionnaire survey method was adopted. A pretest questionnaire was developed according to previous literature. The pretest questionnaire was administered to front office clerks in two international tourist hotels in central Taiwan. Later, based on proportionate stratified random sampling, 12 international tourist hotels were selected for the formal survey. A total of 360 questionnaires were distributed, and 290 valid responses were obtained. The valid response rate was 80.1%. The proposed hypotheses were tested through structural equation modeling. Major findings of this study include:
a.The front office clerks had highest cognition of performance expectancy and lowest cognition of computer anxiety.
b.The difference in their cognition of actual use was the largest, and the difference in their cognition of system quality was the smallest.
c.Performance expectancy and social influence had direct effects on behavior intention; behavior intention had direct effects on actual use; both performance expectancy and social impact would indirectly affect actual use via behavior intention.
d.Computer self-efficacy would directly influence performance expectancy.
e.A direct relationship was found between information quality and performance expectancy and between system quality and effort expectancy; information quality could indirectly influence actual use via performance expectancy and behavioral intention.
f.Performance expectancy, effort expectancy, social influence, computer self-efficacy, computer anxiety, information quality, system quality, and behavior intention could explain, both directly and indirectly, 65% variance of usage behavior.
The analysis of the moderating effect of the five moderators, including gender, age, seniority, education, and service department, revealed that these moderators had significant influences on various path coefficients. Finally, based on findings in previous literature and empirical evidence in this paper, management implications and suggestions for future research were proposed.
Keywords: international tourist hotel, front office system, usage behavior model
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