Research on the Correlation between Self-efficacy and Customer Satisfaction of Artificial Intelligence Voice Service

• Main Authors: CHEN,FANG-YI, 陳芳儀
• Other Authors: LIU,CHUNG-CHU
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/d63g92

碩士 === 國立臺北大學 === 企業管理學系 === 107 === According to the "Global and China Voice Industry Report, 2015-2020" released by Research And Markets, the scale of China's voice industry has exceeded 10 billion yuan in 2017, and it is expected to maintain an average growth rate of over 50% in the next two years. growing up healthily. Customer satisfaction and feelings about the use of artificial intelligence voice services are very important. Therefore, this study aims to understand the correlation between artificial intelligence voice service and self-efficacy measurement and service satisfaction measurement. For those who have used artificial intelligence voice service as the research object, the questionnaire is distributed by electronic questionnaire. 380 valid questionnaires. In this study, the three variables were classified by factor analysis, and the SPSS hierarchical regression was used to analyze the hypothesis with AMOS and PROCESS software. The results showed that “accurate instant” and “identification efficiency” were significantly positively correlated with service satisfaction; Performance measures have a significant positive correlation with service satisfaction. In the part of interference and mediation effect, self-efficacy measurement has a partial mediating effect on the relationship between artificial intelligence voice service and service satisfaction. The results of this study in the area of artificial intelligence voice services and self-efficacy measurement are expected to provide enterprises and information departments with the introduction of relevant artificial intelligence voice services in the future to provide more stable and convenient services for users' needs.