Investigating Key Factors of Using Information Systems in Customer Service staffs

• Main Authors: Hsiang-Yu Chang, 張翔裕
• Other Authors: 林耀欽
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/12341087314977862271

碩士 === 元智大學 === 資訊管理學系 === 96 === The revolution of information technology (IT) and the spread of the Internet make communication more convenient. The traditional Call Center cannot support such change. In order to construct multi-channel Contact Centers, investigation on agents’ motivation to use information system is needed. In addition, it is essential to find out the key factors that affect agents’ motivation to use information system. The present study used Decomposed Theory of Planned Behavior (DTPB) to explore the issue and reviewed some aspects of information quality and system quality from other references. 256 out of 330 questionnaires were completed by agents and analyzed with Structural Equation Model (SEM). The results showed that: 1、Perceived Usefulness、 Perceived Easy of use and Perceived Risk factors have positive influence on Attitude. 2、The information quality and system quality factors have positive influence on users’satisfaction. 3、Aside from subjective norm factor, system users’ attitude and users’ satisfaction have positive influence on behavioral intention.