近年來隨著社群商務的興起，顧客不再僅限於線下的購物模式，也能透過社群媒體來瀏覽商品，並且直接採取購買行為，但商家往往礙於人力與資源上的不足，而採用聊天機器人作為輔助工具，以利解決顧客常見問題及增進他們在消費上與商家間的互動。因此，若將社群媒體結合聊天機器人，不僅能自動幫商家回覆顧客訊息，也能節省顧客的資訊搜尋成本，在科技浪潮的時代下為雙方帶來效益。
本研究是與女鞋社群商務合作，為其所提出之需求建置聊天機器人系統，並透過女性消費者在使用過該系統後之滿意度與購買意願之影響，亦即評估該聊天機器人是否輔助到社群商務即時解決顧客在購物流程上遇到之問題。此外，本研究以資訊系統成功模型作為理論基礎，並根據研究情境加以修改其中變項，來驗證聊天機器人之系統品質、資訊品質和電子服務品質是否有助於提高使用者滿意度，進而影響其購買意願。
研究結果顯示，該聊天機器人之系統品質、資訊品質與電子服務品質對使用者滿意度有顯著地正向影響，而使用者滿意度對購買意願亦有顯著地正向影響。因此，本份研究建議未來欲使用聊天機器人之社群商務商家需不斷地優化聊天機器人對話腳本，將回覆錯誤率降至最低，以利提升顧客使用率及減少商家客服成本。

In recent years, with the rapid growth of social commerce, customers no longer rely on offline shopping channels but rather consider new products through social media, which directly leads to purchase behavior. However, the problem of understaffing and limited resources causes enterprises to provide chatbot as assistant tools to solve common customer problems and to improve customer interactions. Therefore, blending chatbots with social media can not only offer immediate responses to customers’ requests, but also reduce customers’ information searching cost, bringing benefits for both sides.
The study investigated a social commerce store for women’s shoes and built the chatbot system for their needs. The main purpose of this study was to evaluate whether customer service chatbot in social commerce would influence female customers’ satisfaction and purchase intention, which also means whether the application of chatbot can quickly and efficiently solve customers’ problems. In addition, based on the theory of the DeLone and McLean Informational System Success Model, the variables were modified to fit the research scope enable to examine whether chatbot’s system quality, information quality, and electronic service quality could improve user satisfaction thus affecting the purchase intention.
The results showed that the system quality, information quality, and electronic service quality of the chatbot had a significant positive impact on user satisfaction, also perceived user satisfaction directly had a positive effect on purchase intention. As a result, the study suggests that social commerce stores planning to adopt chatbots in the future should continue optimizing the dialogue scripts and minimizing the error response rates, in order to enhance customer usage and lower customer service costs.

一、 中文部分
蔡宗宏、黃暉庭（2007）。〈醫療資訊系統成功模型之研究〉。《醫務管理期刊》，8（4），281－300。http://dx.doi.org/10.6174/JHM2007.8(4).281
陳宜棻、劉璧瑩（2010）。〈結合服務品質與TAM觀點探討消費者線上信任及購買意願之影響因素〉。《顧客滿意學刊》，6（1），1－32。http://dx.doi.org/10.30066/JCS.201003.0001
顧宜錚、李家瑩、黃相翎（2013）。〈有服務品質就足夠嗎？顧客體驗對網站滿意度之影響〉。《中山管理評論》，21（3），479－509。http://dx.doi.org/10.6160/2013.09.01
吳統雄（2017）。〈態度與行為研究的信度與效度：理論、應用、反省〉。檢自http://tx.liberal.ntu.edu.tw/~PurpleWoo/Methodology/analy-txstatisticscanon-reliability.htm#advanced
二、 英文部分
Bailey, J. E., & Pearson, S. W. (1983). Development of a tool for measuring and analyzing computer user satisfaction. Management science, 29 (5), 530-545.
Baroudi, J. J., & Orlikowski, W. J. (1988). A short-form measure of user information satisfaction: a psychometric evaluation and notes on use. Journal of Management Information Systems, 4(4), 44-59.
Bharati, P. & Chaudhury, A. (2004) An empirical investigation of decision-making satisfaction in web-based decision support systems, Decision Support Systems, 37, pp. 187–197.
Bhat, I. H., & Singh, S. (2018). Intention to participate on social commerce platform: a study on E-commerce websites. Academy of Marketing Studies Journal, 22(4), 1-10.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee's viewpoint. Journal of marketing, 58(4), 95-106.
Bowman, D., Heilman, C. M., & Seetharaman, P. (2004). Determinants of product-use compliance behavior. Journal of Marketing Research, 41(3), 324–338.
Bressolles, G., Durrieu, F., & Giraud, M. (2007). The impact of electronic service quality's dimensions on customer satisfaction and buying impulse. Journal of Customer Behaviour, 6(1), 37-56.
Chen, J., Shen, X. L., & Chen, Z. J. (2014, January). Understanding social commerce intention: A relational view. In 2014 47th Hawaii International Conference on System Sciences (pp. 1793-1802). IEEE.
Christian, G. (1982). An applied service marketing theory. European Journal of Marketing, 16(7), 30-41.
Cronin Jr, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of retailing, 76(2), 193-218.
Cui, L., Huang, S., Wei, F., Tan, C., Duan, C., & Zhou, M. (2017, July). Superagent: A customer service chatbot for e-commerce websites. In Proceedings of ACL 2017, System Demonstrations (pp. 97-102).
D. Holt, 5 Reasons millennials love chatbots, (2016). https://venturebeat.com/ 2016/08/18/5-reasons-millennials-love-chatbots/.
Dabholkar, P. A., & Overby, J. W. (2005). Linking process and outcome to service quality and customer satisfaction evaluations. International journal of service industry management.
Dash, G., Kiefer, K., & Paul, J. (2021). Marketing-to-Millennials: Marketing 4.0, customer satisfaction and purchase intention. Journal of Business Research, 122, 608-620.
Devaraj, S., Fan, M., & Kohli, R. (2002). Antecedents of B2C channel satisfaction and preference: validating e-commerce metrics. Information systems research, 13(3), 316-333.
Dhingra, B., Li, L., Li, X., Gao, J., Chen, Y. N., Ahmed, F., & Deng, L. (2016). Towards end-to-end reinforcement learning of dialogue agents for information access. arXiv preprint arXiv:1609.00777.
Dhingra, S., Gupta, S., & Bhatt, R. (2020). A Study of Relationship Among Service Quality of E-Commerce Websites, Customer Satisfaction, and Purchase Intention. International Journal of E-Business Research (IJEBR), 16(3), 42-59.
Divya, S., Indumathi, V., Ishwarya, S., Priyasankari, M., & Devi, S. K. (2018). A self-diagnosis medical chatbot using artificial intelligence. Journal of Web Development and Web Designing, 3(1), 1-7.
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of marketing research, 28(3), 307-319.
Doll, W. J., & Torkzadeh, G. (1988). The measurement of end-user computing satisfaction. MIS quarterly, 259-274.
Esmaeili, L., Mutallebi, M., Mardani, S., & Golpayegani, S. A. H. (2015). Studying the affecting factors on trust in social commerce. arXiv preprint arXiv:1508.04048.
Farivar, S., & Yuan, Y. (2014). The dual perspective of social commerce adoption. Proceeding in SIGHCI 2014, 1-6.
Fishbein, M., & Ajzen, I. (1977). Belief, attitude, intention, and behavior: An introduction to theory and research.
Gatautis, R., & Medziausiene, A. (2014). Factors affecting social commerce acceptance in Lithuania. Procedia-Social and Behavioral Sciences, 110, 1235-1242.
Gelderman, Maarten. (1998). The Relation between User Satisfaction, Usage of Information Systems and Performance. Information & Management, 34(1), 11-18.
Giese, J. L., & Cote, J. A. (2000). Defining consumer satisfaction. Academy of marketing science review, 1(1), 1-22.
Gnewuch, U., Morana, S., & Maedche, A. (2017, December). Towards Designing Cooperative and Social Conversational Agents for Customer Service. In ICIS.
Griffith, E., & Simonite, T. (2018). Facebook’s virtual assistant M is dead. So are chatbots. Wired Business, 8.
Hajli, M. N. (2014). A study of the impact of social media on consumers. International Journal of Market Research, 56(3), 387-404.
Hajli, N. & Featherman, M. (2019). E-commerce advancements and technologies fuelling the sharing commerce.
Hajli, N. (2015). Social commerce constructs and consumer's intention to buy. International Journal of Information Management, 35(2), 183-191.
Han, H., & Trimi, S. (2017). Social commerce design: A framework and application. Journal of theoretical and applied electronic commerce research, 12(3), 50-68.
Hassan, S., Toland, J., & Tate, M. (2016, January). From blogosphere to social commerce: A laddering analysis of sellers' motivation. In 2016 49th Hawaii International Conference on System Sciences (HICSS) (pp. 2146-2155). IEEE.
Heller, B., Proctor, M., Mah, D., Jewell, L., & Cheung, B. (2005, June). Freudbot: An investigation of chatbot technology in distance education. In EdMedia+ Innovate Learning (pp. 3913-3918). Association for the Advancement of Computing in Education (AACE).
Higashinaka, R., Imamura, K., Meguro, T., Miyazaki, C., Kobayashi, N., Sugiyama, H., ... & Matsuo, Y. (2014, August). Towards an open-domain conversational system fully based on natural language processing. In Proceedings of COLING 2014, the 25th International Conference on Computational Linguistics: Technical Papers (pp. 928-939).
Hsu, C. L., Chang, K. C., & Chen, M. C. (2012). The impact of website quality on customer satisfaction and purchase intention: Perceived playfulness and perceived flow as mediators. Information Systems and e-Business Management, 10(4), 549–570.
Huang, M., & Chen, T. (2017). Tourism website customers’ repurchase intention: Information system success model. In 7 International Conference on Applied Mechanics and Mechanical Automation (AMMA 2017) (pp. 426–430).
Hwang, I. J., Lee, B. G., & Kim, K. Y. (2014). Information asymmetry, social networking site word of mouth, and mobility effects on social commerce in Korea. Cyberpsychology, Behavior, and Social Networking, 17(2), 117-124.
Janze, C., & Siering, M. (2015, December). 'Status Effect'in User-Generated Content: Evidence from Online Service Reviews. In Proceedings of the Thirty Sixth International Conference on Information Systems (ICIS), Fort Worth, Texas, USA.
Jarvenpaa, S. L., Tractinsky, N., & Vitale, M. (2000). Consumer trust in an Internet store. Information technology and management, 1(1-2), 45-71.
Jia, J. (2009). CSIEC: A computer assisted English learning chatbot based on textual knowledge and reasoning. Knowledge-Based Systems, 22(4), 249-255.
Jusop, M., Ismail, R., & Ismail, N. (2020). Managing information quality in B2C companies: An empirical investigation on Halal e-Commerce websites.
Kasilingam, D. L. (2020). Understanding the attitude and intention to use smartphone chatbots for shopping. Technology in Society, 101280.
Kettinger, W. J., & Lee, C. C. (1994). Perceived service quality and user satisfaction with the information services function. Decision sciences, 25(5‐6), 737-766.
Kimery, K. M., & McCord, M. (2002, January). Third-party assurances: the road to trust in online retailing. In Proceedings of the 35th annual Hawaii international conference on system sciences (pp. 10-pp). IEEE.
Kuang, Z. (2009, May). A framework for investigating the impact of IT and E-Commerce capability on firm performance: A resource-based view. In 2009 International Conference on E-Business and Information System Security (pp. 1-4). IEEE.
Larcker, D. F., & Lessig, V. P. (1980). Perceived usefulness of information: A psychometric examination. Decision Sciences, 11(1), 121-134.
Lee, G. G., & Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161–176.
Lee, J., Cha, M. S., & Cho, C. (2012, August). Online service quality in social commerce websites. In International Conference on E-business Technology and Strategy (pp. 335-351). Springer, Berlin, Heidelberg.
Leonard, F. S. & Sasser, W. E. (1982). The incline of quality, Harvard Business Review, 60(5), 163-71.
Leung, W. K., Shi, S., & Chow, W. S. (2019). Impacts of user interactions on trust development in C2C social commerce. Internet Research.
Lin, X., Wang, X., & Hajli, N. (2019). Building E-commerce satisfaction and boosting sales: The role of social commerce trust and its antecedents. International Journal of Electronic Commerce, 23(3), 328-363.
Luger, E., & Sellen, A. (2016, May). " Like having a really bad PA" The gulf between user expectation and experience of conversational agents. In Proceedings of the 2016 CHI conference on human factors in computing systems (pp. 5286-5297).
Maroengsit, W., Piyakulpinyo, T., Phonyiam, K., Pongnumkul, S., Chaovalit, P., & Theeramunkong, T. (2019, March). A Survey on Evaluation Methods for Chatbots. In Proceedings of the 2019 7th International Conference on Information and Education Technology (pp. 111-119).
Martin, A. (2018). AISB Loebner Prize 2018 Finalist Selection Transcripts
McClendon, J. L., Mack, N. A., & Hodges, L. F. (2014, May). The use of paraphrase identification in the retrieval of appropriate responses for script based conversational agents. In The Twenty-Seventh International Flairs Conference.
Medium, the Next Bot: the Future of Chatbot, AI and Messaging, (2017). https://me dium.com/iquii/the-next-bot-the-future-of-chatbot-ai-and-messaging-f42b41b3e 00c.
Montoya-Weiss, M. M., Voss, G. B., & Grewal, D. (2003). Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Journal of the academy of marketing Science, 31(4), 448-458.
Moore, S. (2018). Gartner says 25 percent of customer service operations will use virtual customer assistants by 2020. Article on Gartner. com. Available online at https://www. gartner. com/en/newsroom/press-releases/2018-02-19-gartner-says-25-percent-of-customer-service-operations-will-use-virtualcustomer-assistants-by-2020 (last accessed 4/12/2019).
Negi, R. (2009). Determining customer satisfaction through perceived service quality: A study of Ethiopian mobile users. International journal of mobile marketing, 4(1).
Nunnally, J. (1978). Psychometric methods., 464-465.
Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: foundations, findings, and managerial insight. Journal of retailing, 73(3), 311.
Orlowski, A. (2017). Facebook scales back AI flagship after chatbots hit 70% f-AI-lure rate.
Pagani, M., & Mirabello, A. (2011). The influence of personal and social-interactive engagement in social TV web sites. International Journal of Electronic Commerce, 16(2), 41-68.
Pantano, E., & Pizzi, G. (2020). Forecasting artificial intelligence on online customer assistance: Evidence from chatbot patents analysis. Journal of Retailing and Consumer Services, 55, 102096.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Futute Research, Journal of Marketing, 49(Fall), 41-50.
Parasurman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item Scale for Assessing Electronic Service Quality, Journal of Service Research, 7(3), 213-233.
Pavlikova, L., Schmid, B. F., Maass, W., & Müller, J. P. (2003). Editorial: Software agents. Electronic Markets, 13(1), 1–2.
Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 101-134.
Peter, J. P., Olson, J. C., & Grunert, K. G. (1999). Consumer behavior and marketing strategy.
Pfeuffer, N., Adam, M., Toutaoui, J., Hinz, O., & Benlian, A. (2019). Mr. and Mrs. Conversational Agent-Gender Stereotyping in Judge-Advisor Systems and the Role of Egocentric Bias.
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: a measure of information systems effectiveness. MIS quarterly, 173-187.
Qiu, M., Li, F. L., Wang, S., Gao, X., Chen, Y., Zhao, W., ... & Chu, W. (2017, July). Alime chat: A sequence to sequence and rerank based chatbot engine. In Proceedings of the 55th Annual Meeting of the Association for Computational Linguistics (Volume 2: Short Papers) (pp. 498-503).
Qutaishat, F. T. (2013). Users’ Perceptions towards Website Quality and Its Effect on Intention to Use E-government Services in Jordan. International Business Research, 6(1), 97–105.
Robbins, S. S., & Stylianou, A. C. (2003). Global corporate web sites: an empirical investigation of content and design. Information & Management, 40(3), 205-212.
Saeed, K. A., Hwang, Y., & Mun, Y. Y. (2003). Toward an integrative framework for online consumer behavior research: a meta-analysis approach. Journal of Organizational and End User Computing (JOEUC), 15(4), 1-26.
Satzger, B., Endres, M., & Kießling, W. (2006, September). A preference-based recommender system. In International Conference on Electronic Commerce and Web Technologies (pp. 31-40). Springer, Berlin, Heidelberg.
Seddon, P. B. (1997). A respecification and extension of the DeLone and McLean model of IS success. Information systems research, 8(3), 240-253.
Seddon, P., & Kiew, M. Y. (1996). A partial test and development of DeLone and McLean's model of IS success. Australasian Journal of Information Systems, 4(1).
Shawar, B. A., & Atwell, E. (2007, January). Chatbots: are they really useful?. In Ldv forum (Vol. 22, No. 1, pp. 29-49).
Siering, M., & Muntermann, J. (2013). Credence goods and online product reviews: An exploration of the product type concept in the social commerce era.
Smith, B. A., & Merchant, E. J. (2001, November). Designing an attractive web site: variables of importance. In Proceedings of the 32nd Annual Conference of the Decision Sciences Institute, San Francisco, CA (pp. 17-20).
Statista, (2017). Online shopping: average order values by social media.
TFD, M. (2014). Estimaci on de la densidad con n ucleo variable. Knowledge-Based Systems.
Tintarev, N., O'donovan, J., & Felfernig, A. (2016). Introduction to the special issue on human interaction with artificial advice givers. ACM Transactions on Interactive Intelligent Systems (TiiS), 6(4), 1-12.
Wang, C., & Zhang, P. (2012). The evolution of social commerce: The people, management, technology, and information dimensions. Communications of the association for information systems, 31(1), 5.
Weinberg, D.B. (2000), “Don’t keep your internet customers waiting too long at the (virtual) front door”, Journal of Interactive Marketing, Vol. 14 No. 1, pp. 30-9.
Wixom, H. B. and Todd, A. P. (2005). A theoretical integration of user satisfaction and technology acceptance. Information Systems Research, 16(1), 85-102
Xu, A., Liu, Z., Guo, Y., Sinha, V., & Akkiraju, R. (2017, May). A new chatbot for customer service on social media. In Proceedings of the 2017 CHI Conference on Human Factors in Computing Systems (pp. 3506-3510).
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375.
Zhao, R., Romero, O. J., & Rudnicky, A. (2018, November). SOGO: a social intelligent negotiation dialogue system. In Proceedings of the 18th International Conference on Intelligent Virtual Agents (pp. 239-246).
Zhou, L., Zhang, P., & Zimmermann, H. D. (2013). Social commerce research: An integrated view. Electronic commerce research and applications, 12(2), 61-68.