請用此 Handle URI 來引用此文件:
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/15253
標題: | 智慧托育應用軟體之易用性、實用性、顧客價值與顧客滿意度的實證研究 An Empirical Study on the Relationships among Ease of Use, Usefulness, Customer Value, and Customer Satisfaction of Smart Caring APPs |
作者: | I-Hsiung Chang 張義雄 |
指導教授: | 李吉仁 |
關鍵字: | 智慧托育APP,易用性,實用性,顧客價值,顧客滿意度, Smart Caring APP,Ease of Use,Usefulness,Customer Value,Customer Satisfaction, |
出版年 : | 2020 |
學位: | 碩士 |
摘要: | 台灣因為少子化的因素,家長對托嬰中心及幼兒園要求越來越多,而在此工作的托育人員或幼教老師的工作量大,同時壓力也大。過去這些機構與家長溝通都用紙本聯絡本,當研究者開發了智慧托育APP系統後,我們期望能透過系統性的方法,了解智慧托育APP是否能有效降低工作人員壓力及工作量,以及能否使家長易用、實用及增加家長滿意度?
本研究首先採質性研究手法,了解托嬰中心及幼兒園工作人員使用前後差異,接著再用量化工具研究家長對此智慧托育系統之易用性、實用性、顧客價值及顧客滿意度之相關分析。 質性研究結果顯示托嬰中心、幼兒園現場人員認為使用智慧托育APP系統前後確實有很大的差異,除了減輕工作壓力之外,同時也降低工作量,並且認為智慧托育APP系統是容易上手的,不需要花太多時間去熟悉,對於智慧托育APP給予正向肯定。 量化研究部份,研究者運用問卷調查探討新北市幼兒家長對此應用程式的簡易操作、實務功能、需求價值與使用滿意度之看法,自編「智慧托育APP家長滿意度調查問卷」,涵蓋「易用性」、「實用性」、「顧客價值」與「顧客滿意度」等4個層面;並運用結構方程模式分析問卷資料,檢定樣本資料與研究假設構面模型的適配度;統計分析指出測量模式與結構模式皆具有合理品質。研究結果指出新北市幼兒家長對智慧托育APP的顧客滿意度受到易用性與顧客價值的正向影響,易用性與實用性亦正向影響顧客價值,意指幼兒家長關心智慧托育APP的友善人機介面、實用教養價值與滿足親職需求之感受價值及滿意度。最後,研究者針對研究結果進行討論並提出未來研究建議。 This study first conducted in-depth interviews with on-site childcare staff and teachers with five key questions. We then analyzed user insights from the interviews. Qualitative results showed that the nursery center and kindergarten field staffs indicated that smart caring app do help take care of kids of their institutions. In addition to reducing the work pressure, the smart caring app also reduces the workload, and it is easy to get started and does not need to spend too much time to become familiar with. In other words, the smart caring apps receives initial approval from the field test. This study then focused on the parents’ experience and satisfaction of using smart caring apps by conducting a questionnaire survey in New Taipei City area. We examined parents’ attitudes toward easy operation, practical functions, demand values, and user satisfaction of interviewees. The questionnaire consists of four factors, including ease of use, usefulness, customer value, and customer satisfaction. We then analyzed data through the structural equation modeling, and tested the model fitness between study data and hypothesis path via latent constructs from questionnaire. The statistical results indicated that the measurement model and structural model with the reasonable quality. Overall results showed that the customer satisfaction of parents using smart caring app is positively affected by the ease of use and customer value. Their attitudes towards ease of use and usefulness also positively influenced their perception of customer value, which meant that the parents considered friendly human-machine interface, practical usage value, and satisfied their caring and educating demands via smart caring app. Implications from the analytical results and suggestions for future research are also discussed. |
URI: | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/15253 |
DOI: | 10.6342/NTU202000551 |
全文授權: | 未授權 |
顯示於系所單位: | 國際企業管理組 |
文件中的檔案:
檔案 | 大小 | 格式 | |
---|---|---|---|
ntu-109-1.pdf 目前未授權公開取用 | 3.73 MB | Adobe PDF |
系統中的文件,除了特別指名其著作權條款之外,均受到著作權保護,並且保留所有的權利。