The Study of the Acceptance and Satisfaction of Implementing Network Telephony System to Enterprises Under the Age of Network Economy

• Main Authors: Ming-Tang Ku, 古明堂
• Other Authors: Chiu, Ruey-Key
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/48452515862465458101

碩士 === 輔仁大學 === 資訊管理學系 === 93 === VoIP(Voice over Internet Protocol) is a new telecommunication technology that send voice through Internet or private IP network. Its main advantage is it has lower cost than PSTN and uses Internet or global network interconnect environment to provide voice, audio, video, image and data communication services together but gains low cost and value-added services. In this study we take to technology acceptance model(TAM) and user satisfaction, as a basis to construct the models of “Network Telephony Acceptance” and “Network Telephony Satisfaction”, separately. We use the questionnaire survey method and strucrured interview method to investigate the influence factors of how enterprises use network telephony system, what is the relationship between network telephony acceptance and user satisfaction, whether the user experience can influence the network telephony acceptance, and what are the cost and the benefit of network telephony system that an enterpruse may gain. According to research results, this study obtains the following conclusion: (1) TAM model is suitable to measure the acceptance of enterprise using network telephony acceptance (2) the most external variables and research hypotheses regarding to network telephony acceptance and user satisfaction of this reaearch obtained supported (3) according to the statistics of this research, the use of VoIP telephony system can save enterprises under a high-rate telephone cost(average 31.03%) (4) user experience can influence behavioral intention to use VoIP telephony system, also it is proved that user experience have a moderate effect to user behavioral intention. As the markets of VoIP telephony gradually developing, the results of this research could be a reference for enterprises and manufactures and take significant external variables into account when consider to adopt VoIP telephony system or develop VoIP products, so that the promotion of VoIP telephony systems could be fastly spread out.