Chatbots are computer programs that interact with users utilizing natural language. Businesses benefit from using chatbots as they can provide a better and more satisfactory customer experience. This thesis investigates differences in user satisfaction with two types of e-commerce chatbots: a keyword-based chatbot and a GPT-based chatbot. The study focuses on user interactions with IKEA's chatbot "Billie" compared to a prototype GPT-based chatbot designed for similar functionalities. Using a within-subjects experimental design, participants were tasked with typical e-commerce queries, followed by interviews to gather qualitative data about each participants experience. The research aims to determine whether a chatbot based on GPT technology can offer a more intuitive, engaging and empathetic user experience, compared to traditional keyword-based chatbots in the realm of e-commerce. Findings reveal that the GPT-based chatbot generally provided more accurate and relevant responses, enhancing user satisfaction. Participants appreciated the GPT chatbot's better comprehension and ability to handle natural language, though both systems still exhibited some unnatural interactions. The keyword-based chatbot often failed to understand user intent accurately, leading to user frustration and lower satisfaction. These results suggest that integrating advanced AI technologies like GPT-based chatbots could improve user satisfaction in e-commerce settings, highlighting the potential for more human-like and effective customer service.

本研究首先從文獻回顧及實際調查中深入探討影響參觀者使用博物館行動導覽系統的七大影響因素，接著據此設計並實作出在智慧型手機平台上使用之一套博物館行動導覽系統，以期有效解決現有參觀者遇到的導覽問題。研究中使用設計科學之研究方法，提出解決方案，並且依據實際環境、背景以及文獻基礎，設計整體的系統架構。接著以故宮為例，建構出本研究之博物館行動導覽系統手機應用程式。系統開發完成後，以實驗法進行設計之驗證，評估結果顯示：本研究所提出之行動導覽系統相較於傳統之紙本導覽，可提升參觀者使用博物館行動導覽系統的意願、感知價值及滿意度。本研究之博物館行動導覽系統建置過程、以及系統成效的驗證，可作為手機應用程式（APP）廠商建置行動導覽系統或使用設計科學法開發其他類別的APP之指引；亦或作為博物館策劃展覽活動與導入行動導覽系統之依據；此外本研究亦指出使用者預期實際使用系統之感知與預期系統需求之落差，以供未來相關研究參考。 / In this research, according to literature review and field observations, we first identify and discuss seven design factors affecting visitors’ usability in museum mobile navigation systems. We then design and construct a museum mobile navigation system on the basis of the seven factors. The purpose is to meet the visitors’ needs and increase the visitors’ intention and satisfaction toward using the museum mobile navigation system. Design science research method is used in this research to propose solution plans. According to actual environment, context, and literature, the complete system architecture is designed. We then build a mobile navigation application on Android for the National Palace Museum and evaluate the design to ensure this system can effectively solve the problems that the visitors encountered during navigation process. In this research, the building process of the mobile museum navigation system and the evaluation of the system performance could provide guidance to APP vendors; or a basis for museums to plan an exhibition and to implement a mobile navigation system. Moreover, the gap between users’ perception of using the real system and their expected system requirements can be identified; this could serve as the reference point of future related research.

本研究以針對B2B資訊系統設計之資訊系統成功模型(IS Success Model)作為假設架構，探討使用者滿意度與持續使用意願間的關係，並加入個人創新特質做為影響持續使用意願之假設，在研究架構中，分別探討資訊品質與系統品質與使用者滿意度的關係，以及使用者滿意度與個人創新特質分別對持續使用意願的關係。 本研究透過問卷法抽樣進行資料蒐集，選擇2010台北國際電子產業科技展之參展廠商作為研究對象，在回顧大量文獻與研究架構，並且排除無效問項後，進行問卷調查與分析，總共回收117份有效問卷，以PLS(Partial Least Squares)法進行分析後，得到以下結論： 使用者對於資訊系統的滿意度與系統品質及資訊品質呈現正相關，當資訊品質越高，也就是資訊系統產出的資訊之品質越好時；使用者滿意度會越高；當系統品質越高時，也就是資訊系統本身的特性越好時，使用者滿意度會越高。本研究更進一步發現，資訊系統持續使用意願受到使用者滿意度及個人創新特質影響，使用者滿意度與持續使用意願有正相關，滿意度越高時，持續使用的意願會越高；個人創新特質與持續使用意願也呈現正相關，當使用者之個人創新特質越強烈時，持續使用資訊系統的意願會越高。 / This research, based on the IS Success Model proposed by DeLone and McLean(1992), the B2B information system regarding the relationship between user satisfaction and continuance usage. Personal innovativeness was added to test its relationship with continuance usage. Within the hypothesized framework, the impacts of latent variables in system quality and information quality on user satisfaction are examined and tested, respectively. The research is conducted through sampling by a survey from companies attending the 2010 Taipei International Electronics Show. Of 121 samples collected, 117 are effective. By analyzing the samples with the PLS (Partial Least Squares) method, the research concluded the following: User satisfaction is positively influenced by system quality and information quality, which represents the characteristics of the information system itself and the form of information produced by the information system respectively. User satisfaction, together with personal innovativeness of the users, positively influence the continuance intentions to use the information systems.

The purpose of the study was to investigate students’ perceptions of the role of the library in their studies. A positivist research paradigm was employed and quantitative and qualitative research approaches were followed. The research design was a case study. Three sampling methods were used in the study. To obtain a sample of the students, stratified random sampling and systematic sampling were applied. In the case of the library staff, purposive sampling was used. Data was collected from students and a limited number of library staff using questionnaires and interview schedules respectively. The latter was for the purpose of validating and collecting complete data from students.The findings of the study revealed that students at TUT, PC have positive perceptions of the library and are satisfied with library services. The findings of the study further revealed that students find the library to be user-friendly and they use the library to borrow materials, read their own notes and books, access the internet and study. Factors, such as opening and closing hours, a conducive environment for studying, and knowledge of the library staff helps the library to contribute to students’ achievement outcomes. Moreover, the findings reveal that lack of resources, non-attendance of information literacy programmes by students, a lack of research support, and an inadequate infrastructure hinder the library’s contribution to students’ achievement outcomes. The research recommends that there should be a credit-bearing and compulsory information literacy programme offered as part of the curriculum at all levels of study at TUT, PC. Furthermore, library staff need to engage and interact well with students in order to better meet the needs of individual students. They should have continuous engagement with students and notify them about important events within the library. / Information Science / M.A. (Information Science) / 1 online resource (xii, 94 leaves) ; color charts

PhDRDV / Institute for Rural Development / Providing access to knowledge and connecting it to the needs of individuals as well as grassroots community have always been at the centre of the mission and purpose of public libraries. Numerous studies conducted in various parts of the world have shown that public libraries are the anchor of the lives of communities where they are established. These studies have revealed that information needs may not be the same for different age groups and for different genders. For that reason many countries have been investing in the establishment of community libraries. In South Africa, a community libraries conditional grant was introduced in 2007 to build capacity for public libraries through building additional libraries and renovating existing ones so that they provide information that will satisfy information needs of all community members. However, there are still concerns about the functionality of public libraries and need to strengthening their capacity so that they adequately address community information. This study was conducted on rural community libraries in Mutale located in the Vhembe District of Limpopo Province, South Africa. The main objective was to develop a model for enhanced functionality of public libraries for rural community development. The study was conceptualized around the ecological framework (Asselin and Doiron, 2014). The specific objectives were: to identify challenges faced by the library in providing services to adults, youth and children: to establish if information needs of adults, youth and children varied due to age, and to assess the level of satisfaction of adults, youth and children with the services of the local public library. The study used an exploratory sequential mixed method design with the qualitative phase preceding the quantitative phase. The qualitative phase had two phases. In the first, phase fourteen key informants were purposefully selected and engaged in face-to-face interviews as well as one focus group. Qualitative data from this phase were analysed using atlas.ti version 8. Results distilled showed that the library was hampered by centralized library services which were run from the district level, insufficient funding, inadequate library operating hours and lack of ICT support. In the second phase, a total of 150 adults, youth and children were purposefully selected and engaged in face-to-face interviews as well as focus group discussions. An interview guide complimented by camera, and voice recorder were used to collect data from the respondents. Atlas ti version 8 was used to analyse the data. The results showed that information needs of the community were not fully met by provisions in the library. A variety of information resources expected to satisfy the needs of adults, youth and children respectively include increased number of computers with internet connection, extended library opening hours including Saturdays , stakeholder engagement to be recognized, the extensive marketing of the library for it to be used by the community and the need to improve the amenities and library infrastructure. Results obtained in the qualitative phase of the study informed the second quantitative phase . During this phase, an evaluative survey was conducted with adults, youth and children. Convenience and snowballing techniques were used to sample 176 respondents. A questionnaire with a Likert-type ranking scale was used to collect data. The International Business Machines, Statistical Product and Service Solutions (IBM SPSS) version 24 was used to analyse the data. Chi Square and Crammer’s V tests were performed on the data. It was established that more female (59%) than male (41%) respondents used the library. Of the respondents engaged 26% o were children; 30% were youth and 55% were adults. In terms of travelling to access the library services 32% of the respondents travels less than two kilometers while 68% travel more than two kilometers. This indicates that the majority of the users have a challenge of accessing the library due to distance. The majority of the respondents (70%) did not use the library frequently, with only 30% being active library users. Significant differences in accessing library services were observed according to age in terms of “Current books on all subjects”, “Major reference works such as Encyclopaedias and dictionaries”, “Books on arts and crafts”, “Audio-visual materials” and “Electronic databases”. No significant differences according to gender were observed on all aspects on availability of materials except for “Children’s materials”. Only the perception on availability of “Current books on all subjects” showed a moderate relationship across age (based on the Cramer’s V value >.3). However, on all the aspects where the results showed an association by age and gender the relationship was deemed weak as demonstrated by Cramer’ V values (<.3). Generally, all the respondents (adults, youth and children) were not satisfied with the ICTs, availability of information and available services and amenities. Chi-square tests showed no significant associations between age and perceptions on ICT resources of an ideal library, available services, available amenities, marketing of library services, availability of materials in the library and type of information needed to make informed decisions. These results imply that for the library to provide unhindered services, there must be an enabling environment for the smooth running of the library. There is a need for government to review the policy of running the libraries from districts, as this negatively impacts on opening hours, acquisitions of materials and ICTs support. The library needs to do a periodic survey of the information needs of the community so that it responds by providing relevant and current resources. The study proposed a conceptual model that will enhance the functionality of libraries and to enhance their capacity to offer better services to their users. The proposed model is anchored on nine broad areas which are strengthening human resources, funding, access and accessibility, partnerships, infrastructure, ICTs, management, stakeholder consultation and periodic users’ surveys. Thus, if these interventions are heeded to, there is a higher possibility that the library will be more functional and better positioned to close the information gap. The study contributes to the body of knowledge through provision of a conceptual model which highlights factors that hamper smooth provision of library services, and offers pillars (components of the model) that can enhance the functionality of public libraries in rural areas. It further contributes by highlighting those services regard by users to be important for maximal usage of libraries. This study was unique in that as at the time of completion according to the investigator’s knowledge no other study on rural public libraries has looked into the functionality of libraries funded by the conditional grant using a variety of methods, different perspectives through engaging key informants, factoring in the different age groups and bringing in the gender perspective in a single study. Use of different computer assisted software packages (Atlas version 8 and SPSS version 24) over and above the thematic content analysis to analyse the data was also unique as most other known studies only used thematic content analysis for their qualitative data. Based on the findings it was concluded that decentralized services to local municipal level could reduce many of the challenges that hinder libraries from providing smooth and quality services to their communities. Improved materials collections to satisfy individual and communal information needs, user friendly opening hours as well as engaging the community in library decisions could go a long way in ensuring the library is recognized as a community development hub that fulfills its mission of keeping the community informed. It was therefore recommended that the policy on the running of public libraries should be reviewed with the view to decentralize the running of public libraries to local municipalities,. More still, policy on library funding should be reviewed, library opening hours should be extended, better trained ICT technicians should be placed in local libraries, librarians should be appointed on a permanent basis, and a comparative study of all libraries in Vhembe should be conducted to gauge if the community is deriving any benefits from the provision of computers and access to the internet through “Mzansi Online” project. / Staff Capacity Development