学校代码：10272
学号：2019414054
上海财经大学
SHANGHAI UNIVERSITY OF FINANCE AND ECONOMICS
硕士学位论文
MASTER DISSERTATION
论文题目企业在线学习平台用户持
续使用意愿影响因素研究
作者姓名陈军
院(系所)商学院
专业市场营销
指导教师叶巍岭副教授
完成日期2022年12月21日
摘要经济全球化、信息化、知识化的发展将促使企业人才不断的更新认识和不
断提升能力水平，做大做实培训工作是确保企业长足发展的必然条件，传统的
培训方式已经难以满足对人才培养的需求。传统的培训方式因受到时间、地点
等条件的约束，企业要为此花费高昂的费用，员工也要花费高昂的时间成本。
随着企业的不断发展及人员的不断增加，由于缺乏培训管理系统，这种传统的
面授培训已经不能满足企业培训和员工学习的需求。
在线学习模式为员工随时随地学习提供了更多的便利性，成为了企业培训
的重要手段。在线学习平台（E-Learning 平台）源自教育科技的迅猛发展和互
联网的全面普及，成为社会发展的新兴产物。企业在线学习平台拥有低成本、
高效率、个性化、可监控、资源与空间的高灵活性等优势，在建立学习管理体
系、培训资源库、企业大学方面逐步充当着核心作用，使员工学习能够进行更
大规模、更高质量和更人性化的实施与控制，并已成为员工学习的主要手段，
同时成为公司培养人才和保障公司战略管理和实施的重要途径之一。
在线学习平台受到越来越多企业的青睐，研究企业在线学习平台用户持续
使用意愿的相关影响因素具有重要的理论和实践意义。对于应用在线学习平台
的企业来说，会给在职的员工开通在线学习平台的账号，供员工通过平台进行
学习或参加培训，当员工离职后会关闭员工的平台账号。较低的在线学习平台
用户活跃度，不仅造成资源的浪费也很难取得较好的培训效果，因为用户活跃
度低就说明很少有员工愿意持续使用，而员工很少使用也就不可能获得好的培
训效果，鉴于企业在线学习平台的使用特性，平台的用户活跃度主要由在职员
工的持续使用意愿决定。因此，本文重点研究企业在线学习平台用户持续使用
意愿的影响因素。根据艾瑞咨询发布的《2021年中国企业培训行业研究报告》，
自新冠疫情发生后，对中小企业开源节流的要求越来越迫切，减少培训费用成
为他们的最理想方式之一，而中小企业在线学习和培训的需求量正在飙升，市
场规模近28亿元，同比增速提升至26.1%。后疫情时代，企业在线学习将在企
业培训中占有非常关键的位置（桑宁霞等，2021），而企业想要获取更好的培
训效果，提升在线学习平台用户的持续使用意愿至关重要。
本研究的第一步是经过对有关资料的整理与分析，依据Oliver（1980）提
摘要
出期望确认理论（ECT）、Bhattacherjee（2001b）提出的信息系统持续使用期望
确认模型（ECM-ISC 模型）以及DeLone 与McLean（2003）提出的信息系统
成功模型（D&M 模型），并以ECM-ISC 模型为基础，根据企业在线学习平台
的应用特性，引入了四个外部因素，搭建企业在线学习平台用户持续使用意愿
关键影响要素理论模型，据此提出与该课题有关的研究假设。接着，本研究参
考了其他学者的相关研究及量表，结合在线学习平台的特点进行一定的调整，
设计出模型变量测量量表，通过“问卷星”平台进行问卷的制作和数据的收集，
获得463份有效问卷。本研究在前二步后通过SPSS 26.0和AMOS 25.0软件系
统着手实施检验与讨论环节，利用信度与效度、描述性与相关性和结构方程模
型等五种分析方式，完成科学检验与合理讨论，从而得到研究结论。最后，在
研究结论的基础上，从企业在线学习平台的引入和实施阶段，对企业采取措施
提升在线学习平台的用户活跃度提出了建议。
本文的研究结果表明：（1）企业在线学习平台的系统质量、信息质量、服
务质量、组织支持以及员工对在线学习平台的期望确认度正向显著影响员工对
公司在线学习平台的感知有用性。（2）对于员工来说，他们对在线学习平台的
期望确认度深受平台的系统、信息和服务质量的正相关显著影响。（3）员工对
在线学习平台的期望确认度受到来自组织支持的正向影响但并不显著。（4）员
工对企业在线学习平台的感知有用性及期望确认度正相关显著影响满意度。（5）
员工对企业在线学习平台的感知有用性与满意度均正向地显著影响其持续使用
意愿。
结合本文研究结论提出的主要建议内容为：在线学习平台的引入筹备阶段，
企业应高度重视线学习平台的系统质量和信息质量，以及对在线学习平台的组
织支持力度，如重视在线学习平台的性能和功能，构建丰富的在线课程体系，
设立专门的在线学习平台培训管理部门，加大对平台优越性的宣传等。在线学
习平台的应用实施阶段，企业应当高度重视在线学习平台的服务质量，让员工
在使用平台时获取较好的服务体验；持续完善平台的系统质量让员工获取更加
便捷的使用体验；公司领导对平台高度重视并积极参与，并采取奖励手段，提
高员工对在线学习平台的使用主动性和积极性。
关键词：在线学习平台期望确认模型用户活跃度持续使用
ABSTRACT
ABSTRACT
The development of economic globalization,informatization and knowledge will
promote the enterprise's talents to constantly update their understanding and improve
their level and ability.It is an inevitable condition to ensure the rapid development of
enterprises to make training bigger and more practical.Traditional training methods
have been difficult to meet the needs of talent training.Traditional training methods
are constrained by time,location and other conditions,so enterprises have to spend
high costs for this,and employees also have to spend high time costs.With the
continuous development of enterprises and the continuous increase of personnel,due
to the lack of training management system,this traditional face-to-face training can
no longer meet the needs of enterprise training and staff learning.
Online learning mode provides more convenience for employees to learn
anytime and anywhere,and has become an important means of enterprise training.
The E-Learning platform originates from the rapid development of educational
technology and the overall popularity of the Internet,and has become a new product
of social development.The enterprise E-Learning platform has the advantages of low
cost,high efficiency,personalization,monitoring,and high flexibility of resources
and space.It gradually plays a central role in establishing the learning management
system,training resource library,and enterprise university,enabling employees to
implement and control their learning on a larger scale,with higher quality and more
humanization,and has become the main means for employees to learn,At the same
time,it has become one of the important ways for the company to cultivate talents
and ensure the strategic management and implementation of the company.
The E-Learning platform is favored by more and more enterprises.It is of great
theoretical and practical significance to study the relevant influencing factors of the
users'continuous use intention of the enterprise E-Learning platform.For enterprises
that use E-Learning platforms,E-Learning platform accounts will be opened for in-
service employees to learn or participate in training through the platform.When
employees leave,their platform accounts will be closed.The low user activity of the
ABSTRACT
E-Learning platform not only causes waste of resources,but also makes it difficult to
achieve good training results.Because the low user activity means that few
employees are willing to use it continuously,and it is impossible for employees to
obtain good training results if they rarely use it.In view of the use characteristics of
the enterprise E-Learning platform,the user activity of the platform is mainly
determined by the willingness of in-service employees to use it continuously.
Therefore,this paper focuses on the influencing factors of users'willingness to
continue using the enterprise E-Learning platform.According to the Research Report
on Chinese Enterprise Training Industry in 2021released by iResearch,since the
outbreak of the Xinguan epidemic,the demand for small and medium-sized
enterprises to increase revenue and reduce expenditure has become more and more
urgent,and reducing training costs has become one of their most ideal ways.The
demand for online learning and training of small and medium-sized enterprises is
soaring,and training system manufacturers are experiencing huge development.The
market size is nearly 2.8billion yuan,with a year-on-year growth rate of 26.1%.In
the post epidemic era,enterprise online learning will play a very important role in
enterprise training (Sang Ningxia et al.,2021).In order to obtain better training
results,it is crucial for enterprises to improve the continuous use of E-Learning
platform users.
The first step of this research is to collate and analyze relevant data,according to
the expectation confirmation theory (ECT)proposed by Oliver (1980),the
expectation confirmation model for continuous use of information systems (ECM-
ISC model)proposed by Bhattacherjee (2001b),and the information system success
model (D&M model)jointly established by DeLone and McLean (2003),and based
on the ECM-ISC model,according to the application characteristics of the enterprise
E-Learning platform,Among them,four external factors are introduced,to build a
theoretical model of the key influencing factors of the users'continuous use intention
of the enterprise E-Learning platform,based on which the research hypothesis related
to this topic is proposed.Then,this study referred to the relevant research and scales
of other scholars,made some adjustments in combination with the characteristics of
the E-Learning platform,designed a model variable measurement scale,made the