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研究生： 許家銘
Chia-Ming Xu
論文名稱： 行動支付持續使用意圖影響因素之研究
A Study of Factors Affecting Continuance Intention of Mobile Payment
指導教授： 黃世禎
Sun-Jen Huang
口試委員: 盧希鵬
Hsi-Peng Lu
羅天一
Tain-Yi Luor
學位類別： 碩士
Master
系所名稱： 管理學院 - 資訊管理系
Department of Information Management
論文出版年： 2018
畢業學年度： 106
語文別： 中文
論文頁數： 96
中文關鍵詞： 行動支付 、IS接受後持續採用模式 、資訊系統成功模式 、關係品質 、知覺風險
外文關鍵詞： Mobile Payment, A Post-Acceptance Model of IS Continuance, Information System Success Model, Relationship Quality, Percevied Risk
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  •  上一筆

    • 國內行動支付場景已進入群雄並起的階段，但國內行動支付尚未普及化，雖呈現成長趨勢，但與現金、信用卡相比之下使用率仍甚低，業者除了提高行動支付的使用率外，亦需讓消費者在初次使用之後仍願意再次使用。過去探討行動支付持續使用意圖之研究甚少，較忽略使用者使用行動支付後的認知及感受，因此本研究以IS接受後持續採用模式為理論基礎，輔以資訊系統成功模式及關係品質，探討影響國人對於行動支付持續使用意圖之因素為何。
    本研究採用問卷調查法做為研究方法，研究結果發現系統品質確認、資訊品質確認、信任、知覺風險及滿意度均為影響行動支付之持續使用意圖的重要影響因素。在系統及資訊面，行動支付業者可多加改善及優化，以提升使用者的持續使用意圖；而當使用者對行動支付及其業者愈信任，及覺得行動支付安全性高並感到滿意，也愈能提高使用者的持續使用意圖。

    The domestic mobile payment scenario had entered the phase of rapid growth; domestic mobile payment was not accessible. It showed a growing trend of the usage rate which was still meager compared with cash and credit cards. The usage rate of mobile payment was increasing; it was necessary for consumers willing to continue to use mobile payment. Previous research was a lack of the intention of continuance mobile payment. It ignored the users’ perceptions and feelings after using mobile payment. Therefore, this study used the Post-Acceptance Model of IS Continuance as the theoretical basis, supplemented by Information System Success Model and Relationship Quality and discussed the factors which influenced the continuance usage intention of mobile payments.
    This study used a questionnaire survey as a research method. The results of the research founded System Quality Confirmation, Information Quality Confirmation, Trust, Perceived Risk, and Satisfaction was all critical influencing factors that influenced the continuance to use mobile payments. Regarding systems and information, mobile payment operators can make more improvement and optimization more to enhance the user's continuance intention. When users trust more in mobile payment and felt mobile payment was safe and satisfying, the user’s continuance intention can be enhanced.

    摘要…………………………………………………………………I ABSTRACT…………………………………………………………………II 致謝…………………………………………………………………III 目錄…………………………………………………………………IV 表目錄…………………………………………………………………VII 圖目錄…………………………………………………………………VIII 第一章、緒論…………………………………………………………………1 1.1 研究背景…………………………………………………………………1 1.2 研究動機…………………………………………………………………2 1.3 研究目的…………………………………………………………………4 1.4 研究流程…………………………………………………………………5 第二章、文獻探討…………………………………………………………………6 2.1 行動支付…………………………………………………………………6 2.1.1 行動支付定義…………………………………………………………………6 2.1.2 行動支付發展現況…………………………………………………………………8 2.2 期望確認理論…………………………………………………………………13 2.3 IS接受後持續採用模式…………………………………………………………………15 2.4 資訊系統成功模式…………………………………………………………………18 2.5 關係品質…………………………………………………………………24 2.6 知覺風險…………………………………………………………………26 第三章、研究方法…………………………………………………………………27 3.1 研究模型…………………………………………………………………27 3.2 研究假說…………………………………………………………………28 3.2.1 品質確認與知覺有用性…………………………………………………………………28 3.2.2 品質確認與滿意度…………………………………………………………………29 3.2.3 知覺有用性與滿意度…………………………………………………………………30 3.2.4 知覺有用性與持續使用意圖…………………………………………………………………31 3.2.5 信任與滿意度…………………………………………………………………31 3.2.6 信任與知覺風險…………………………………………………………………32 3.2.7 知覺風險與滿意度…………………………………………………………………32 3.2.8 知覺風險與持續使用意圖…………………………………………………………………33 3.2.9 滿意度與持續使用意圖…………………………………………………………………33 3.3 研究構面之操作型定義…………………………………………………………………34 3.4 問卷設計…………………………………………………………………36 3.5 研究設計…………………………………………………………………38 3.5.1 問卷調查…………………………………………………………………38 3.5.2 研究對象…………………………………………………………………39 3.5.3 樣本蒐集…………………………………………………………………39 3.5.4 資料分析方法…………………………………………………………………39 3.6 前測…………………………………………………………………42 第四章、資料分析…………………………………………………………………45 4.1 信度與效度…………………………………………………………………45 4.1.1 信度分析…………………………………………………………………45 4.1.2 效度分析…………………………………………………………………46 4.2 敘述性統計分析…………………………………………………………………50 4.2.1 基本資料分析…………………………………………………………………50 4.2.2 行動支付使用情況…………………………………………………………………54 4.3 研究假說與結構模型檢定…………………………………………………………………60 4.3.1 全部樣本…………………………………………………………………60 4.3.2 分群分析…………………………………………………………………64 4.4 研究結果討論…………………………………………………………………72 4.4.1 系統品質、資訊品質及服務品質對行動支付使用行為之影響…………………………………………………………………72 4.4.2 信任對滿意度及知覺風險之影響…………………………………………………………………73 4.4.3 知覺風險對滿意度及持續使用意圖之影響…………………………………………………………………73 第五章、結論與建議…………………………………………………………………75 5.1 學術上的貢獻…………………………………………………………………75 5.2 實務上的貢獻…………………………………………………………………76 5.3 研究限制…………………………………………………………………76 5.4 未來研究建議…………………………………………………………………78 參考文獻…………………………………………………………………80 附錄、正式問卷…………………………………………………………………91

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    三、 網頁部分
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    科技產業資訊室，中國大陸之行動支付市場規模是美國的90倍以上，2017年9月25日，取自http://iknow.stpi.narl.org.tw/Post/Read.aspx?PostID=13795。
    女人迷 Womany ，M-Pesa 肯亞的行動支付領先台灣，並賦權女性經濟，2017年8月2日，取自https://womany.net/read/article/14047。
    科技產業資訊室，2017年美國行動點對點支付金額達1203.8億美元，2017年7月24日，取自http://iknow.stpi.narl.org.tw/Post/Read.aspx?PostID=13601。
    匯流新聞網，電子支付不流行 歐元區仍向現金靠攏，2017年11月28日，取自https://cnews.com.tw/005171127a03/。
    癮科技，台灣10大行動支付懶人包 挑出最方便的掃碼、感應支付 只裝1個App你會選哪支？，2018年1月26日，取自https://www.cool3c.com/article/132576。
    數位時代，2020年，不能沒有行動支付的未來商務世界，2017年7月10日，取自https://www.bnext.com.tw/article/44642/2020-future-business-world-without-mobile-payment。
    數位時代，深入百業的行動支付，就是要無痕便利你我的生活，2017年6月14日，取自https://www.bnext.com.tw/article/44162/visa-mobile-payment-affect-our-life。
    經濟日報，印度廢鈔 做大行動支付，2018年4月14日，取自https://money.udn.com/money/story/10869/3085473。
    eMarketer，Mobile Taiwan: A Look at a Highly Mobile Market，2016年12月16日，取自https://www.emarketer.com/Article/Mobile-Taiwan-Look-Highly-Mobile-Market/1014877。
    eMarketer，US Proximity Mobile Payment Users, 2016-2020 (millions)，2017年7月19日，取自http://www.emarketer.com/Chart/US-Proximity-Mobile-Payment-Users-2016-2020-millions/209870。

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