A study on usage behavior model of front office system in international tourist hotel

• Main Author: 屈妃容
• Other Authors: 鄭友超
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/63423948555419424269

博士 === 國立彰化師範大學 === 工業教育與技術學系 === 98 === Abstract Based on the Unified Theory of Acceptance and Use of Technology (UTAUT), this study integrated the system quality and information quality constructs in Information Systems Success (ISS) Model and the computer self-efficacy and computer anxiety constructs in the Social Cognitive Theory (SCT) to explore factors affecting usage of front office systems (FOS) among front office clerks in international tourist hotels. The effects of performance expectancy, effort expectancy, social influence, computer self-efficacy, information quality, and system quality on behavior intention were examined, and in turn the effects of behavior intention, computer self-efficacy, and computer anxiety on actual use behavior were investigated. Finally, the applicability of the proposed model to the usage behavior of FOS among international tourist hotel front office clerks was also verified. The questionnaire survey method was adopted. A pretest questionnaire was developed according to previous literature. The pretest questionnaire was administered to front office clerks in two international tourist hotels in central Taiwan. Later, based on proportionate stratified random sampling, 12 international tourist hotels were selected for the formal survey. A total of 360 questionnaires were distributed, and 290 valid responses were obtained. The valid response rate was 80.1%. The proposed hypotheses were tested through structural equation modeling. Major findings of this study include: a.The front office clerks had highest cognition of performance expectancy and lowest cognition of computer anxiety. b.The difference in their cognition of actual use was the largest, and the difference in their cognition of system quality was the smallest. c.Performance expectancy and social influence had direct effects on behavior intention; behavior intention had direct effects on actual use; both performance expectancy and social impact would indirectly affect actual use via behavior intention. d.Computer self-efficacy would directly influence performance expectancy. e.A direct relationship was found between information quality and performance expectancy and between system quality and effort expectancy; information quality could indirectly influence actual use via performance expectancy and behavioral intention. f.Performance expectancy, effort expectancy, social influence, computer self-efficacy, computer anxiety, information quality, system quality, and behavior intention could explain, both directly and indirectly, 65% variance of usage behavior. The analysis of the moderating effect of the five moderators, including gender, age, seniority, education, and service department, revealed that these moderators had significant influences on various path coefficients. Finally, based on findings in previous literature and empirical evidence in this paper, management implications and suggestions for future research were proposed. Keywords: international tourist hotel, front office system, usage behavior model