探討影響持續使用意圖之相關因素：以網路掛號系統為例

The Empirical Study to Measure the Impact of Critical Factors on Continuance Intention in Appointment System

隨著資訊科技進步，個人可利用網路或資訊科技為自己提供服務的自助服務科技 (Self-service technologies)的應用越來越多，醫院的網路掛號系統便是一例。許多過去的研究曾探討過使用者自身的科技準備度 (Technology readiness)與持續使用意圖 (Continuance intention)之間的關係，但卻忽略了其重要的中介變項-關係品質 (Relationship quality)。本研究主要實證研究探討消費者的科技準備度、關係品質與持續使用意圖之間的關係。研究結果顯示，消費者個人科技準備度中的樂觀性與創新性會正向影響關係品質與持續使用意圖。另外，本研究也證實關係品質對持續使用意圖而言，是個重要的中介變項。然而，科技準備度中的抑制因素 (不適應性與安全疑慮)對關係品質與持續使用意圖皆無顯著影響。最後，根據本研究結果之管理意涵，供學術界與實務工作者參考。

Increases in technology innovations have contributed to the growth of self-service technologies. One of the application instances is the appointment system in the hospitals. Although lots of studies have discussed the relationship between technology readiness and continuance intention, they ignored that the relationship quality is the important mediating role. This study mainly examined the relationships among technology readiness, relationship quality, and continuance intention. We found that optimism and innovativeness have the significantly positive influences on continuance intention through relationship quality. However, discomfort and insecurity have no significantly negative influences on relationship quality and continuance intention. Finally, theoretical and managerial implications and future research directions are discussed.