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題名:線上微志願服務系統持續使用意圖研究-以身心障礙輔助服務APP為例
作者:吳佩玲
作者(外文):WU,PEILING
校院名稱:國立臺北大學
系所名稱:企業管理學系
指導教授:邱光輝
張惠真
學位類別:博士
出版日期:2017
主題關鍵詞:線上微志願服務系統持續使用意圖資訊系統成功模式身心障礙輔助服務微志工Online volunteer systemContinuance intention of usageInformation system success modelDisabilitiesmicro-volunteering
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因行動通訊及資訊技術的進步,志願服務開始由傳統服務管道衍生出線上志工招募平台、公益媒合平台等相關資訊系統或APP。這些APP的產生,讓任務能夠快速啟動且完成,因此也創造了「micro-volunteering(微志工)」。然而,至今鮮少研究探索如何提升微志工參與志工服務意願以及持續使用線上微志願服務系統。
本研究採用Bhattacherjee (2011)提出的持續使用模型,並結合「期望確認理論」(Expectation Confirmation Theory, ECT),來探討微志工願意持續使用線上微志願服務系統的主要影響因素,以及加入不同的報酬類型,對使用者滿意度與持續使用意向的影響,以讓此理論應用在微志工的情境上更臻完整。
本研究透過三階段的方式進行研究,以參與線上微志願服務系統的微志工為研究對象。首先透過文獻探討及訪談建構出假說及模型。第二階段透過普查的方式,調查微志工線上服務系統中的全部微志工,共200位。最終有效問卷為183份。第三階段質化討論則透過焦點座談會及實地觀察的方式,以強化對模型結果的分析。
本研究有三個重要發現。首先,在線上微志願服務系統中,微志工的知覺有用性會在實際使用後,經過志工比對知覺到和所期待的資訊系統品質,形成使用滿意,進而影響到資訊系統使用意圖,而知覺有用性對持續使用意圖的模型直接效果不顯著,僅有間接效果。其次,本研究亦發現給微志工的報酬形式,會直接正向影響微志工對線上微志願服務系統的持續使用意圖,其中內部報酬的影響力大於外部報酬。最後,本研究發現若要影響志工對線上微志願系統之使用滿意,在初期經營上仍必須仰賴資訊系統品質。
本研究驗證了資訊系統接受後持續使用模型應用在微志願服務中的可行性,除了對於微志工此一特殊樣本使用行為的深入研究外,並將線上微志願服務系統使用的研究領域從初始接受拓展至持續使用。此外,本研究也利用報酬管理的方式,協助目前已經或準備發展線上微志願服務系統之相關單位,或有需求的非營利組織發展一套適合永續經營、管理微志工的模式。
Evolution of mobile communication, volunteering in disability services move from traditional to on-line and mobile applications. It also creates “micro-volunteering”, means helping disability on-line. Seems micro-volunteering a new volunteering model, there is very few research to discuss improvement of the desire for volunteer participation and the willingness of continuous usage for micro-volunteering systems.
This study adopts Bhattacherjee post-acceptance model of Information Systems (IS) continuance (2011) to combine with Expectation Confirmation Theory (ECT) developing a research model that examines important factors affecting continuing usage of online micro-volunteering information systems. We introduced different type of rewards to explain the influence of customer satisfaction on continuing usage of the online micro-volunteering information systems.
We developed three research phases: First, we established initial hypotheses on the factors of continuous usage of online micro-volunteer service systems through related documents, and confirmed by substantive interview to generate preliminary hypothesis. Second, we used quantitative method to construct model: 200 questionnaires were collected, and 183 were valid. Finally, qualitative method was introduced to increasing the analysis capability of our model by site researching and focus group discussing.
The analysis result shows that perceived usefulness would be influence on customer satisfaction by comparing the quality of micro-volunteer service system expected and perceived. Satisfaction would also further affect intention of system usages. In contrast, perceived usefulness has no significance effect on continuous usage intention. Second, the types of reward would directly affect the continued usage and intrinsic reward has more influence than extrinsic reward. Finally, system quality is more important than reward, especially for new systems.
This research verifies the ability to apply post-acceptance model of information systems continuance to online micro-volunteering information system. This research describes micro-volunteer’s behavior from system initial acceptance to continuous usage. In addition, we shared a pattern of developing a continuous operation system and a method to manage micro-volunteer by using reward management. Which can assist NPOs who already have or want to adopt micro-volunteering service system.
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