以創新擴散理論觀點分析影響中小企業選用雲端『軟體即服務』平台意願之關鍵因素

雲端服務的興起，製造業的工業4.0、零售業的零售4.0等趨勢，中小企業不若大型企業資源充沛與人才濟濟。在現今烏卡時代(VUCA)中，中小企業一樣要面對快速變遷的時代，希望透過數位轉型來達成企業永續經營目標。雲端服務的「軟體即服務」(SaaS)的系統，剛好可以讓中小企業在可不用投資高額的系統軟硬費用下，引進或是改用相關SaaS的系統。除可以配合企業的數位轉型所需的應用服務外，並連帶可以提升企業競爭力。近年提供SaaS的系統的廠商，如雨後春筍紛紛出現，選擇性眾多，但是如何選到最適合自己企業的系統，變成企業主與決策人員的難題。本研究以採用創新擴散理論為基礎，因SaaS的系統，本身就是一種創新的應用服務。藉由創新決策過程，創新認知的屬性，透過專家問卷調查方式搜集在選用決策過程中，所重視的面向，並希望可發掘中小企業選用之關鍵因素。透過專家問卷調查方式搜集企業主，高階經理人、資訊單位主管在選用決策過程中，所重視的面向，並希望可發掘中小企業選用之關鍵因素。本研究在專家問卷調查資料彙整後，採取決策實驗分析法(DEMATEL)，結合分析網路層級法(ANP)權重排序後，了解到創新認識屬性的「可試驗性」，為中小企業關鍵決策人員，最優先重視的項目。經由本研究結果，提供中小企業在評估階段時，所需注重的面向，與提供SaaS的系統廠商行銷策略參考，或後續相關類似研究之參考。

關鍵字

軟體即服務；中小企業；創新擴散理論；決策實驗分析法；分析網路層級法

並列摘要

With the rise of cloud services, industry 4.0 in the manufacturing industry, and retail 4.0 in the retail industry, small and medium-sized enterprises are not as rich in resources and talents as large enterprises. In the current VUCA era (VUCA), small and medium-sized enterprises also have to face the era of rapid change, hoping to achieve the goal of sustainable business through digital transformation. The "Software as a Service" (SaaS) system of cloud services just allows small and medium enterprises to introduce or switch to related SaaS systems without having to invest in high system software and hardware costs. In addition to the application services that can meet the needs of the digital transformation of enterprises, it can also enhance the competitiveness of enterprises. In recent years, vendors that provide SaaS systems have sprung up after the rain, with many options, but how to choose the most suitable system for one's own company has become a problem for business owners and decision-makers. This research is based on the adoption of innovation diffusion theory because the SaaS system is itself an innovative application service. By means of the innovative decision-making process and the attributes of innovative cognition, we collect the important aspects in the selection decision-making process through expert questionnaire surveys and hope to discover the key factors for the selection of small and medium-sized enterprises. Uses expert questionnaire surveys to collect the aspects that business owners, senior managers, and information unit supervisors pay attention to in the selection and decision-making process and hope to discover the key factors for small and medium-sized enterprises to choose. This study adopts the decision-making experiment analysis method (DEMATEL), combined with the analysis network hierarchy method (ANP) weight ranking, and understands the "testability" of the innovative knowledge attribute, which is the most important project for the key decision-makers of small and medium-sized enterprises. Through this research, it provides the aspects that SMEs need to pay attention to during the evaluation phase, and the marketing strategy reference of the system vendors that provide SaaS, or the reference of follow-up related similar research. Keywords: Software as a Service (SaaS), SMEs, innovation diffusion theory, D-ANP