探討滿意和信任對於來電識別App持續使用與資訊分享意圖之影響

Abstract

隨著科技快速的進步，智慧型手機為使用者們帶來更為豐富的社交、電子商務和娛樂等應用，逐漸成為現代人不可或缺的裝置。但科技進步也促使電信犯罪和詐騙與日俱增。鑑於許多智慧型手機使用者們常受到垃圾電話、推銷電話與語音釣魚騷擾。許多手機軟體開發商看準此趨勢，紛紛於近幾年推出來電識別軟體解決上述問題。

本研究主要目的是評估來電識別軟體的資訊品質、技術品質、美學品質、服務品質會影響信任、滿意度、繼續使用與資訊分享意圖。此研究以DeLone& McLean資訊系統成功模式為基礎，並結合近期相關文獻所修正之模式，提出來電識別軟體使用者的接受度量表。以曾使用來電識別軟體之用戶為樣本，透過網路問卷調查法收集 230 份有效樣本。並以SmartPLS 3.0軟體進行偏最小平方結構方程模型（PLS-SEM）的假說檢定驗證。經本研究實證發現： （1）來電識別軟體之信任與滿意度會影響繼續使用與資訊分享意圖。 （2）資訊品質會顯著影響信任。 （3）資訊品質、技術品質、服務品質會顯著影響滿意度。 （4）美學品質不會顯著影響信任和滿意度。

本研究依研究結果做成結論與建議，供相關研究者與後續研究做為參考。並希望能提供給來電識別軟體業者做為未來軟體功能設計之參考，讓用戶與軟體開發商之間能夠達成互利。

The development of mobile application software has grown explosively in conjunction with the worldwide use of smartphones in recent years. Since new forms of cyber crime and fraud are also emerging, Caller ID apps are also becoming more popular in recent years. Despite abundant research on users’ behavior intention for mobile app usage, the influential factors in the information sharing intention of apps have never been significantly explored to date.

In this study, theoretical foundation is built based upon the IS success model, and empirical data obtained from 230 users who had experience with Caller ID app were discussed by using PLS-SEM as an analytical tool. The results indicated that information quality, technical quality and service quality are the main factors that affect users’ trust and satisfaction.

The findings of this study provide several vital implications for researchers to further examine phone-call-related applications, especially Caller ID app.