即時客服的需求隨著科技的進步對於人們來說越趨重要，對於許多產業而言，並
沒有辦法全時段提供充足的人力去立即服務顧客，人工智慧的輔助也因此成為了許多
企業的解決辦法。以服務業而言，智慧客服和聊天機器人為一種顧客服務的新興管
道，甚至成為影響顧客滿意度的重要關鍵。和聊天機器人不同的地方在於，智慧客服
較注重在提供顧客訊息及解決顧客問題。各企業也紛紛推出智慧客服的各項功能以期
望能提高顧客在使用過程中的滿意度。本研究以目前市面上最常見的文字型智慧客服
做為研究目標，利用 Delone和 McLean在 2003年提出的資訊系統成功 模型作為基
礎，加上近年來關於使用者滿意度的相關研究，統整出了對於智慧客服而言，可能會
影響其滿意度的各項品質要素。
本研究藉由邀請在資訊管理學界的學者及資訊科技業和金融業的業界專家，對此
架構進行三回合的修正式德菲法。經過三回合的德菲法分析，對各項構面和變數進行
修正和刪減，最終將智慧客服滿意度的影響要素分為四大構面及 18個變數。從研究結
果中我們可以發現，使用者對於智慧客服提供的資訊內容最為在意，其次是整體系統
的穩定性和系統的智慧程度。若這三項能成為智慧客服系統的必要元素，則容易有較
高的使用者滿意度，且可能會提 高使用者再次使用的意願。最後是使用過程中，系統
能夠似人化互動的程度，這可能成為使用過程中的加分條件，而非使用者主要在意的
項目。本研究結果也提供了企業在未來導入智慧客服時，能有設計方面及使用者滿意
程度的參考依據。

The demand for instant customer service has become more and more important to people with the advancement of technology. For many industries, there is no way to provide sufficient human resources at all times to serve customers immediately. The assistance of artificial intelligence has become a solution for many companies. As far as the service industry is concerned, intelligent customer service and chatbot are an emerging channel for customer service and even become the key to customer satisfaction. The difference from chatbot is that intelligent customer service focuses more on providing customer information and solving customer problems. Companies have also launched various functions of intelligent customer service in hopes of improving customer satisfaction. This research takes the most common text-enabled intelligent customer service currently on the market as the research objective, uses the information system success model proposed by Delone and McLean in 2003 as the basis. Additionally, related researches are also taken into concern to integrate various quality factors that may affect user satisfaction of intelligent customer service.
This study invites scholars in the field of information management and industry experts in the information technology and financial industries to conduct a three-round modified Delphi method on this structure. After three rounds of Delphi method, various dimensions and variables were revised and deleted, and finally divided the influencing factors of user satisfaction into four dimensions and 18 variables. From the research results, we can find that users are most concerned about the information content provided by intelligent customer service. The followings are the stability of the system and the degree of intelligence of the system. As long as these three items become the necessary elements of the intelligent customer service, it is likely to have higher user satisfaction and may increase the user's willingness to use it again. The last is the degree to which the system can interact with user in a human-like way. This may become a bonus condition, rather than an item that users mainly care about. The results of this study also provide a reference basis for companies to have system design when implementing intelligent customer service in the future.

論文審定書.............................................................................................................................................. i
摘要 ........................................................................................................................................................ ii
Abstract .................................................................................................................................................. iii
Chapter 1 Introduction ..................................................................................................................... 1
1.1. Research Background ......................................................................................................... 1
1.2. Motivation ............................................................................................................................ 3
1.3. Research Purpose ................................................................................................................ 4
Chapter 2 Literature Review ............................................................................................................ 6
2.1. Artificial Intelligence Robot ............................................................................................... 6
2.1.1. Intelligent Customer Service .......................................................................................... 7
2.1.2. Chatbot ........................................................................................................................... 11
2.2. Information System Satisfaction Measurement Factors ................................................ 13
2.2.1. System Quality ............................................................................................................... 14
2.2.2. Information Quality ...................................................................................................... 15
2.2.3. Service Quality .............................................................................................................. 18
Chapter 3 Research Method ........................................................................................................... 22
3.1. Research Design ................................................................................................................. 22
3.2. Modified Delphi Method ................................................................................................... 26
3.2.1. Selection Criteria of Experts and Scholars ................................................................. 27
3.2.2. Delphi Method Consistency Test ................................................................................. 30
Chapter 4 Results ............................................................................................................................ 32
4.1. Delphi Method Results and Analysis ............................................................................... 32
4.1.1. Brainstorming Phase ..................................................................................................... 33
4.1.2. The Narrowing Down Phase......................................................................................... 39
4.1.3. Ranking Phase ............................................................................................................... 43
Chapter 5 Conclusions .................................................................................................................... 48
5.1. Discussion ........................................................................................................................... 48
5.2. Implications for Research ................................................................................................. 51
5.3. Implications for Practice ................................................................................................... 52
5.4. Future Research and Limitation ...................................................................................... 52
Reference ............................................................................................................................................. 54
Appendix .............................................................................................................................................. 60

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