| Summary: | 碩士 === 樹德科技大學 === 資訊管理研究所 === 94 === In the mid-1990s, entrepreneurs discovered the features of the Internet and the World Wide Web: online, faster transactions, lower costs, no restriction of geographic borders, twenty-four hour a day customer interaction, and better customer services over running the traditional way, which incurs extra fees of rent, decoration, and utilities. These features combined with unrealistic news reported by the media and venture capital companies have driven people to delusions about dot-com companies and invest vast funds and labor in them to create online services.
Due to the global economic recession of 2000, many dot-com companies which flourished at beginning were later forced to announce layoffs. However, certain organizations remained unscathed. One of these is the Online Computer Library Center (OCLC) which services more than 109 countries and 54,796 libraries such as the US Congress Library, the British Library, the Canada Library, and the Taiwan National Library. The OCLC has become the most successful model of an online service company.
The research model is based on the Expectation-Confirmation Theory (ECT) (Oliver, 1980), IS Continuance Model (Bhattacherjee, 2001), and constructs evaluating information system quality. The purpose of this research is to investigate how system quality, information quality, and service quality affect both confirmation and satisfaction. Also investigated is how confirmation affects satisfaction and how confirmation and satisfaction affect IS Continuance Intention. A total of 482 questionnaires were sent to the librarians in Taiwan who use the OCLC online system. SPSS statistical analysis software was used to analyze the 138 valid samples.
The results have shown that customers are willing to use the online system when they are satisfied with the system, and the satisfaction will be higher when the online system provides better quality of information and services. The results can be applied by entrepreneurs wishing to develop online services.
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