知名訂房網站資訊系統品質對消費者滿意度之研究

A study on satisfaction to use of information system quality of e-commerce of a booking website

本研究乃依據Brady & Cronin等學者之「知覺服務品質」理論基礎，並針對國內知名訂房網站之資訊系統使用進行消費者滿意度與再使用意願研究。研究透過便利抽樣的方式針對大台北都會區曾經使用訂房網站進行旅遊或商務住房的消費者作為研究母體，本研究刪除填答不完整問卷與廢卷後得到203份有效問卷。資料分析以SPSS統計軟體為本研究之分析工具，研究結果顯示：（1）受訪者對訂房網站之資訊系統服務品質包涵互動品質、系統品質、結果品質與使用整體之滿意程度平均值達均達3.8以上（最高為5）。（2）男性對結果品質的滿意度較女性高，未婚受訪者對結果品質與整體滿意度較已婚者為高。（3）訂房網站系統中之「結果品質」與「系統品質」兩項對訂房網站的滿意度具有顯著的正向影響力。

Based on the theory of perceived service quality published by Brady & Cronin, the aim of this study is to investigate the consumers' satisfaction and reuse intention of online booking engine for hotel rooms. The data were collected by a convenient sampling from people who live in Taipei Metropolitan Area and used online booking system to reserves rooms for tourism or business. The research results indicated that (1) The satisfaction of the quality of the information system services on online booking system reached an average of 3.8 or higher, the quality of online booking engine for hotel rooms consists of 「Interaction Quality」、「System Quality」、「Outcome Quality」and 「Satisfaction」.(2) Male satisfaction with 「Outcome Quality」 is higher than that of female, unmarried respondents have higher satisfaction with 「Outcome Quality」 and 「System Quality」 than married ones. (3) 「Outcome Quality」and 「System Quality」 were positively correlated to customer satisfaction and use intention.