自2015年開始，語音助理隨著機器學習的成熟不斷地成長，未來發展潛力與蘊藏的價值不可限量。語音助理又稱虛擬個人助理 (Virtual Personal Assistant, VPA)，為一搭載自然語言處理的人工智慧軟體。使用者可以透過語音或是文字作為輸入介面，並藉由聯網的智慧裝置，例如：行動裝置、智慧音箱搭配進行一連串的服務。根據國外市場調查報告指出，目前語音助理使用率低落，在消費市場中並未普遍被大眾所接受，且學術研究大多聚焦於技術層面的探討，而本研究為想瞭解使用者是否願意持續使用語音助理的原因為何。我們將從認知層次與心理層次著手進行瞭解，並建構出雙重因素的研究模式以瞭解語音助理使用者之實際使用意圖，而雙重因素包括致力路徑與約束路徑。本研究證實部分採問卷調查法，透過分析224份有效問卷得知智慧確認程度對於滿意度之影響比效能、整合與客製化確認程度還要來得大。本研究主要為提供相關業者一份參考的依據，使其能針對使用者需求進行功能開發，亦提供語音助理目前功能的改善方向，最終期望提高使用者持續使用語音助理產品的意願。

Voice Assistant is also known as Virtual Personal Assistant (VPA), an artificial intelligence software equipped with natural language processing. Users can use voice or text as an input interface and perform a series of services through the smart devices such as mobile devices and smart speakers. According to foreign market research report, voice assistant’s usage rate is low and not widely accepted by the public in consumer market, and most academic researches focus on the technical aspect. However, this study wants to understand the factors of whether users are willing to continue to use voice assistant or not. We will construct a research model of dual factors, including dedication path and constraint path to understand the actual intention of voice assistant users. In this study, 224 valid questionnaires were analyzed, and it was found that the influence of intelligence confirmation on satisfaction was greater than performance, integration and customization confirmation. This study is mainly to provide a reference basis for relevant industry, so that it can develop functions according to users’ needs, and to provide the direction for improving the current functions of voice assistants, and finally to improve users’ continuance using voice assistant’s intention.

Chapter 1 Introduction 1
1.1 Research background 1
1.2 Research Motivation and Research Purposes 2
Chapter 2 Literature Review 5
2.1 Expectation disconfirmation theory (EDT) 5
2.1.1 Expectation disconfirmation theory (EDT) 5
2.1.2 EDT in IS area－Expectation-confirmation theory (ECT) 7
2.2 Status Quo Bias Theory (SQB) 10
Chapter 3 Research Model and Hypotheses 13
3.1 Hypothesis Development 13
3.1.2 Satisfaction, Inertia and Continuance Intention 16
3.1.3 Incumbent System Habit, Social Norms and Inertia 18
3.1.4 Inertia and Continuance Intention 19
3.1.5 Relative advantages, Satisfaction and Continuance intention 20
3.2 Research model 23
3.3 Operational Definition 23
3.4 Research Design 25
3.4.1 Participants 25
3.4.2 Questionnaire Design 25
3.4.3 Data Collection 26
Chapter 4 Data Analysis 27
4.1 Demographic Statistics 27
4.2 Measurement validation 30
4.2.1 Common Method Bias 30
4.2.2 Reliability and Validity 32
4.3 Hypothesis Testing 40
4.4 Discussions 43
Chapter 5 Conclusion and Implication 46
5.1 Academic Implication 46
5.2 Practical Implication 47
5.3 Limitation 48
Chapter 6 Reference 50
Appendix A－Questionnaire 55

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