整合兩階段認知改變模型探討數位學習系統滿意度之研究

Understanding E-Learning System Satisfaction: A Two-Stage Model of Cognition Change

10.30136/ZXYGLKX.201206.0005

范懿文；王文秀

兩階段認知改變模型 ； 數位學習系統 ； 期望確認理論 ； 學習氣候 ； the two-stage model of cognition change ； e-learning system ； expectation-confirmation theory ； learning climate

資訊與管理科學

5卷1期（2012 / 06 / 01）

93 - 112

繁體中文

本研究透過整合兩階段認知改變模型、期望確認理論與學習氣候之觀點，探討影響數位學習系統滿意度之因素與其演變，研究對象為使用數位學習系統之大學學生，調查問卷分系統使用前（t1）、使用後（t2）兩階段發放，以了解使用者系統採用前後兩階段因素之變化。統計方法採結構化方程模式，並以SPSS與SmartPLS2.0作為主要統計分析工具。本研究所提出的13項假說，其中有11項假說獲得正向且顯著的支持，分析結果顯示系統使用前期望會受到態度（t1）、形象之影響；確認會受到績效之影響；滿意度會受到確認、績效、學習氣候之影響；知覺有用（t2）會受到知覺有用（t1）之影響；態度（t2）會受到態度（t1）之影響；持續使用意願會受到滿意度之影響。由研究結果發現，本研究模型不但能對數位學習系統滿意度提供更加完整與因素動態變化的解釋，兩階段的研究方式，對於後續研究數位學習系統採用過程因素之演變，亦能提供之有效的觀點與參考。

The purpose of this study is to investigate the factors affecting the satisfaction of e-learning system based on the two-stage model of cognition change、expectation confirmation theory and the concept of learning climate. The proposed model was tested with a two-stage data collection procedure (pre-usage and post-usage) and data was collected from 206 university students using the e-learning system. The collected data was analyzed using the structural equation model technique with SPSS and SmartPLS 2.0. The results showed that the effects of attitude(t1), image(t1) were positively significant on the expectation; The effects of confirmation, performance, learning climate were positively significant on the user satisfaction; The effects of performance was positively significant on the confirmation; The effects of perceived usefulness(t1) was positively significant on the perceived usefulness(t2); The effects of attitude(t1) was positively significant on the attitude(t2); The effects of user satisfaction was positively significant on the continue intention. Findings from the study confirm the validity of using the proposed model. In addition, the two-stage model is also found to be a valuable methodology for promoting e-learning satisfaction and cognition change studies.

1. Prieto, I. M., and Revilla, E. (2006), “Formal and informal facilitators of learning capability: The moderating effect of learning climate,” IE working paper, WP06-09.
2. Ringle, C. M., Wende, S., and Will, A. (2005), SmartPLS 2.0 (M3) beta, Hamburg: http://www.smartpls.de
3. Ajzen, I.(1991).The Theory of Planned Behavior.Organizational Behavior and Human Decision Processes,50(2),179-211.
4. Ajzen, I.(1985).From Intentions to Actions: A Theory of Planned Behavior, Action-Control: From Cognition to Behavior.Heidelberg:Springer.
5. Alavi, M.,Wheeler, B. C.,Valacich, J. S.(1995).Using IT to reengineer business education: an exploratory investigation of collaborative tele-learning.MIS Quarterly,19,293-313.
6. Anderson, E. W.,Sullivan, M. W.(1993).The Antecedents and Consequences of Customer Satisfaction for Firms.Marketing Science,12(2),125-143.
7. Bagozzi, R. P.,Yi, Y.(1988).On the Evaluation of Structural Equation Mdels.Academy of Marking Science,16,76-94.
8. Barich, H.,Kotler, P.(1991).A framework for marketing image management.Sloan Management Review,32(2),94-104.
9. Barich, H.,Srinivasan, V.(1993).Prioritizing marketing image goals under resource constraints.Sloan Management Review,34(3),69-76.
10. Bhattacherjee, A.(2001).Understanding information systems continuance: An expectation-confirmation model.MIS Quarterly,25(3),351-370.
11. Bhattacherjee, A.,Premkumar, G.(2004).Understanding Changes in Belief and Attitude toward Information Technology Usage: a Theoretical Model and Longitudinal Test.MIS Quarterly,28(2),229-254.
12. Bosque, I. A.,Martín, H. S.,Collado, J.(2006).The Role of Expectations in the Consumer Satisfaction Formation Process: Empirical Evidence in the Travel Agency Sector.Tourism Management,27(3),410-419.
13. Cantoni, V.,Cellario, M.,Porta, M.(2004).Perspectives and challenges in e-learning: Towards natural interaction paradigms.Journal of Visual Languages and Computing,15(5),333-345.
14. Chen, N. S.,Lin, K. M.,Kinshuk(2008).Analysing user's satisfaction with e-learning using a negative critical incidents approach.Innovations in Education and Teaching International,45(2),115-126.
15. Chiu, C. M.,Chiu, C. S.,Chang, H. C.(2007).Examining the integrated influence of fairness and quality on learners' satisfaction and Web-based learning continuance intention.Information Systems Journal,17,271-287.
16. Chiu, C. M.,Wang, E. T. G.(2008).Understanding Web-based Learning Continuance Intention: The Role of Subjective Task Value.Information & Management,45(3),194-201.
17. Chou, S. W.,Liu, C. H.(2005).Learning effectiveness in a web-based virtual learning environment: A learner control perspectiv.Journal of Computer Assisted Learning,21,65-76.
18. Clark, R. C.,Mayer, R. E.(2003).E-Learning and the Science of Instruction: Proven Guidelines for Consumers and Designers of Multimedia Learning.San Francisco, CA:Jossey-Bass/Pfeiffer.
19. Davis F. D.,Bagozzi, R. P.,Warshaw, P. R.(1989).User Acceptance of Computer Technology. A Comparison of Two Theoretical Models.Management Science,35(8),982-1003.
20. DeLone, W. H.,McLean, E. R.(1992).Information Systems Success: The Quest for the Dependent Variable.Information Systems Research,3(1),60-95.
21. DeLone, W.,McLean, E.(2003).The DeLone and McLean Model of Information System Success: a Ten Year Upda.Journal of Management Information Systems,19(4),9-30.
22. Fornell, C.,Larcker, D. F.(1981).Evaluating Structural Equation Models with Unobservables and Measurement Error.Journal of Marketing Research,18,39-50.
23. Holsapple, C. W.,Lee-Post, A.(2006).Defining, Assessing, and Promoting E-Learning Success: An Information Systems Perspective.Decision Sciences Journal of Innovative Education,4(1),67-85.
24. Lee, M. C.(2010).Explaining and Predicting Users' Continuance Intention toward E-learning: An Extension of the Expectation-confirmation Model.Computers & Education,54(2),506-516.
25. Lin, C. S.,Wu, S.,Tsai, R. J.(2005).Integrating Perceived Playfulness into Expectation-Confirmation Model for Web Portal Context.Information & Management,42(5),683-693.
26. Liu, I. F.,Chen, M. C.,Sun, Y. S.,Wible, D.,Kuo, C. H.(2010).Extending the TAM Model to Explore the Factors that Affect Intention to Use an Online Learning Community.Computers & Education,54(2),600-610.
27. McKinney, V.,Yoon, K.,Zahedi, F.(2002).The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach.Information Systems Research,13(3),296-315.
28. Murphy, C. A.,Coover, D.,Owen, S. V.(1989).Development and validation of the Computer Self-efficacy Scale.Educational and Psychological Measurement,49,893-899.
29. Oliver, R. L.(1980).A Cognitive Model of the Antecedents and Consequences of Satisfaction.Journal of Marketing Research,17(4),460-469.
30. Oliver, R. L.,Bearden, W. O.(1985).Disconfirmation Processes and Consumer Evaluations in Product Usage.Journal of Business Research,13(3),495-507.
31. Oliver, R. L.,Winer, R. S.(1987).A framework for the formation and structure of consumer expectations: Review and propositions.Journal of Economic Psychology,8(4),469-499.
32. Olsen, S. O.(2002).Comparative Evaluation and the Relationship between Quality, Satisfaction, and Repurchase Loyalty.Journal of the Academy of Marketing Science,30(3),240-249.
33. Parasuraman, A.,Zeithaml, V. A.,Berry, L. L.(1985).A Conceptual Model of Service Quality and Its Implications for Future Research.Journal of Marketing,49,41-50.
34. Pitt, L F.,Watson, R. T.,Kavan, C. B.(1995).Service Quality: A Measure of Information Systems Effectiveness.MIS Quarterly,19(2),173-187.
35. Roca, J. C.,Chiu, C. M.,Martínez, F. J.(2006).Understanding E-learning Continuance Intention: An Extension of the Technology Acceptance Model.International Journal of Human-Computer Studies,64(8),683-696.
36. Rosenberg, M. J.(2001).E-learning: Strategies for delivering knowledge in the digital age.Educational Technology & Society,6(3),80-81.
37. Shih, Y. Y.,Fang, K. T.(2004).The use of a decomposed theory of planned behavior to study internet banking in taiwan.Internet Research,14(3),213-223.
38. Sun, P. C.,Tsai, R. J.,Finger, G.,Chen, Y. Y.,Yeh, D.(2008).What drives a successful e-learning? An empirical investigation of the critical factors influencing learner satisfaction.Computers & Education,50(4),1183-1202.
39. Taylor, S.,Todd, P. A(1995).Decomposition and Crossover Effect in the Theory of Planned Behavior: A Study of Consumer Adoption Intentions.International Journal of Research in Marketing,12(2),137-155.
40. Thong, Y. L.,Hong, S. J.,Tam, K. Y.(2006).The Effects of Post-Adoption Beliefs on the Expectation-Confirmation Model for Information Technology Continuance.International Journal of Human Computer Studies,64(9),799-810.
41. Vygotsky, L. S.(1978).Mind in Society: The Development of Higher Psychological Processes.Cambridge, MA.:Harvard University Press.
42. Wan, Z.,Wang,Y.,Haggerty, N.(2008).Why People Benefit from E-learning Differently: The Effects of Psychological Processes on E-learning Outcomes.Information & Management,45(8),513-521.
43. Weigelt, K.,Camerer, C.(1988).Reputation and corporate strategy: A review of recent theory and applications.Strategic Management Journal,9(5),443-454.
44. Wu, J. H.,Tennyson, R. D.,Hsia, T. L.(2010).A Study of Student Satisfaction in a Blended E-Learning System Environment.Computers and Education,44(1),155-164.
45. Yin, R. K.(2003).Case study research: Design and methods.Thousand Oaks, CA:Sage.
46. 資策會(2011)。2011台灣數位內容產業年鑑。台北市:經濟部工業局數位內容產業辦公室。

1. 劉聰仁、吳佳欣(2017)。探討餐飲管理學生修讀認證數位學習課程後持續修課意圖的影響因素。餐旅暨觀光，14(1)，19-35。