影響導遊人員於工作中使用平板電腦因素之研究

Abstract

隨著科技的進步，在導遊人員的工作中已出現使用平板電腦進行工作輔助的現象，除了與他人連絡外，導遊人員也將平板電腦使用於資訊的查找，有助於導遊人員在帶團的過程中，掌握即時資訊和解決突發問題。在科技接受度的探討中，以平板電腦為主的研究雖多，卻未出現針對導遊人員使用平板電腦的行為進行相關研究。故此，本研究乃探討導遊人員對於平板電腦的行為意圖，了解導遊人員使用平板電腦的意願，以及平板電腦是否會對導遊人員在工作中產生影響，希冀研究成果能作為提升導遊人員專業服務的參考依據。 本研究採問卷調查法以及深度訪談法，以我國導遊人員為主要的研究對象並進行分析。本研究以整合科技接受模型為理論基礎，透過架構的建立發展研究假說與定義變項設計研究問卷，藉由問卷調查蒐集導遊人員對於平板電腦的使用情形以及接受程度，並以結構方程模式為分析方法，與訪談所得之資料對導遊人員於工作中使用平板電腦的意願及影響因素進行分析與探討。 主要研究發現如下： 1. 使用平板電腦有助於導遊人員節省時間、增加專業度、安全感與經驗以提高工作績效； 2. 導遊人員重視社交，視平板電腦為社交工具之一； 3. 導遊人員在乎時間與人力成本，以低成本付出為輔助工具的選擇考量； 4. 導遊人員因平板電腦電源以及訊號不足產生焦慮； 5. 導遊人員重視平板電腦可執行的任務面向，積極開發用處； 6. 導遊人員因平板電腦節省不少時間與力氣，感恩、謙虛並謹慎的使用； 7. 導遊人員所擁有的平板電腦資源與知識，與使用意願成正比； 8. 男性導遊較重視績效提升，女性導遊較容易感受到焦慮； 9. 年齡高的導遊較重視績效提升、社會交際、付出時間與人力成本，也較容易感受焦慮； 10. 使用平板電腦經驗多的導遊較重視績效提升、社會交際、付出時間與人力成本，也較容易感受焦慮； 11. 多數導遊依賴平板電腦的使用，視平板電腦為帶團必需品； 12. 導遊人員通常使用平板電腦進行資訊查找、導航、社交以及解說輔助； 13. 導遊人員使用平板電腦以提高業績； 14. 導遊人員使用平板電腦以增加人身安全與安全感； 15. 導遊人員使用平板電腦以提高專業度與對外觀感； 16. 導遊人員藉由平板電腦增加社會間交流。

依據上述結論，本研究提出三點建議： 1. 建議帶團經驗不足的導遊可使用平板電腦輔助經驗彌補； 2. 帶團經驗豐富的導遊可使用平板電腦輔助解說導覽； 3. 所有導遊皆可使用平板電腦作為績效與專業度提升之輔助工具。

Thanks to the advancement of technology, the phenomenon of using a tablet as an assistant in working has spread among tour guides. Besides contacting with people, tablets also make tour guides' information search convenient. It helps tour guides grasp ready information and solve emergent problems. Despite that there is some research related to acceptance of new technology, the research that focuses on tour guides using tablet is still missing. Therefore, this study is an investigation about the intention for tour guides to use a tablet. Besides, through the use of tablets, the willingness for tour guides to use a tablet and the effects of using a tablet during working can be recognized. It is expected that the result may turn out to be an effective reference for tour guides to enhance their professional skills. This study was conducted using questionnaire survey and in-depth interview procedure, which takes local tour guides as the main subjects. The design of questionnaire and interview is based on the Unified Theory of Acceptance and Use of Technology (UTAUT) model. The main results are as follows.

1. The use of tablets helps tour guides increase professional skills, safety, experience, and time, which enhance their working effects as a result; 2. Tour guides care much about social interaction, and they view tablets as one of the social interacting tools; 3. Tour guides care about the cost of time and human resource, and low-cost (from the aspects of time and human resource) tools would be their prior consideration; 4. Tour guides become anxious when tablet is out of energy and signal; 5. Tour guides place importance on the aspects that a tablet can carry out, and they aggressively explore its applications; 6. Tour guides are humble, careful, and thankful for the decrease of time and labor that tablet reduce for them; 7. The resource and knowledge a tour guide has on a tablet are in direct proportion to their desire of using it; 8. Male tour guides focus on enhancing the effects while female tour guides can be easily sensitive the anxious; 9. Elder tour guides care more about enhancement of effects, social interaction, cost of time and human resource, and they easily feel anxious; 10. Experienced tour guides care more about enhancement of effects, social interaction, cost of time and human resource, and they easily feel anxious; 11. Most of the tour guides rely on tablets, and they view tablet as an indispensable tool; 12. Tour guides usually search information, explain, navigate, and interact with others by the assistance of a tablet; 13. Tour guides use tablets to enhance their effects; 14. Tour guides feel safe by using a tablet; 15. Tour guides enhance their specialty and impression by using a tablet; 16. Tour guides increase social interaction through tablets.

There are three suggestions according to the results: 1. Tour guides with less experience can use tablets as an assistance to make up for insufficiency; 2. Experienced tour guides can use tablet as an assistance to portray the background on the tour scenery; 3. All tour guides can enhance their effects and specialties by the assistance of tablets.