The Study on Relationship between the Acceptance Model of Computer Controlled Telephone Conformity System and User's Satisfaction in the Medical Center

• Main Author: 李玉華
• Other Authors: 羅志成
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/hg9g5u

碩士 === 國立彰化師範大學 === 工業教育與技術學系 === 106 === Medical industries have benefited greatly from the ever-changing progress in technology for its convience and changes; yet the impact has been made as well. The purpose of this study is to investigate the key factors for manpower scheduling of telephone traffic during off-peak and peak based on the Unified Theory of Acceptance and Use of Technology (UTAUT) in terms of use intention and behavior proposed by Venkatesh et al.. This study aims to clarify the sources of main effect, and provide suggests for establishment, management and promotion of computer telephony integration in hospitals. The research was conducted in a medical center in central Taiwan, where Call Center and Report Manager are used. The implementation outcomes were analyzed in terms of use behavior and phone etiquettes of the operators to evaluate the potential changes of customer/caller satisfaction. The results showed that the more involvement of computer telephony integration use, the higher the overall user satisfaction. Significant differences were noticed between overall user satisfaction and use intention. This study only targets the operators or telephone service providers in one medical center in central Taiwan, which is the limitation of this research. It is suggested that qualitative interviews can be conducted or more models can be added into customer satisfaction factors. It is expected that the findings of this study contribute to the computer telephony integration system of medical institutes.