隨著智慧型手機與自助服務科技漸趨普及，國人在生活應用上也越來越仰賴其帶來的便利性，而近年來，因台灣觀光市場活絡，隨之帶動飯店產業的激烈競爭，因此如何與傳統飯店的服務內容差異化並吸引更多的房客為本研究欲探討之重點，而本研究綜合上述提及之現況，以智慧型手機免房卡服務作為本研究主題，並調查國人房客對此服務之科技焦慮感受及使用意願。
本研究以科技接受模式為架構，探討房客對智慧型手機免房卡服務之科技焦慮、知覺易用性、知覺有用性及使用意願之間的關係，並藉由紙本問卷之模擬情境方式針對國內連鎖飯店房客進行便利抽樣。
根據有效問卷分析結果，房客科技焦慮對知覺易用性及知覺有用性皆有顯著負向影響；知覺易用性、知覺有用性及使用意願間皆呈顯著正向影響關係。另外，房客人口特性部分，以科技焦慮及知覺易用性部分最具顯著差異。
本研究以未來科技服務趨勢為探討方向，並提供欲導入相關自助服務科技之飯店業者有一參考依據，望有助於台灣飯店產業未來有更多元的服務發展。
With the smart phone and self-service technology (SST) are getting popular, people who live in Taiwan are more and more depending on smart phone and what it bring. In recent years, the booming market of tourism in Taiwan give rise to competitive market of hotel industry. Therefore, how to differentiate with traditional hotel service content and attract more and more hotel guests are the critical issue in this study. According to the related status above, the research use smart phone keyless self-service as this study topic to examine hotel guests’ technology anxiety and intention of use.
The research conceptual framework is based on technology acceptance model (TAM), which is aim to examine the relationship between technology anxiety (TA), perceived of ease of use (PEOU), perceived of usefulness (PU) and intention of use (IOU). The methodology of study is convenience sampling which composed of simulation scenarios of paper questionnaire by domestic hotel chain guests.
According to the analysis results, there is significant negative effect between TA and PEOU as well as TA and PU. Furthermore, there is significant and positive relationship between PEOU, PU, and IOU. Moreover, TA and PEOU are both have the most significant difference in every demographic variables.
The direction of this study is aim at the technology service in the future, also supply hotel industry a reference to consider whether introduce the SST or not. Most of all, the study hope that the study can contribute to Taiwan's hotel industry in the future.
