基層公務資訊系統使用接受與滿意度探討

本研究以Wixom與Todd(2005)的整合模式為理論基礎，結合科技接受模式(Technology Acceptance Model, TAM)與資訊系統成功模式(IS Success Model)，使用單因子變異數分析(One-way Analysis of Variance, One-way ANOVA)與結構方程模式(Structural Equation Modeling, SEM)，針對台中市政府之「區政管理系統」，探討第一線服務的基層公務人員在公務資訊系統的使用情形。研究結果發現：第一，基層公務人員對於該系統的接受度、滿意度僅達普通程度；第二，使用系統時間愈久的基層公務人員，在使用態度及使用意願都愈高，另外若區長支持度越高，基層公務人員的使用態度及使用意願也會比較高；第三，系統使用基本上受到基層公務人員的使用意願的高度影響，而使用意願更是受到使用態度的高度影響，而系統品質則是透過使用態度影響使用意願，使用態度是影響使用意願的主要原因；第四、使用滿意度主要受到系統使用的直接影響。最後本研究針對研究發現，提出管理意涵上的討論，盼能提供台中市政府與地方政府單位未來改善資訊系統使用之參考。

關鍵字

使用接受；滿意度；結構方程模式；基層公務人員

並列摘要

This paper aims to investigate the users' acceptance and satisfaction level of the Taichung District Administration Management System (TDAMS) for local civil servants. The theoretical framework of the study was based on the combination of technology acceptance model (TAM) and information system success model. In addition to the investigation of local civil servants' acceptance and satisfaction of TDAMS, the differences of attitudes and willingness among groups with different backgrounds, as well as the relationships among user attitude, willingness, perception of system quality and satisfaction were explored. One-way analysis of variance and structural equation model were used for data analysis. Results show that the level of respondents' acceptance and satisfaction of TDAMS were moderate. The attitude and willingness of those who were experienced, served in Taichung city metropolitan area, or supported by their district director were significantly higher than those of their counterparts. The user willingness, attitude, satisfaction, and TDAMS quality were positively and significantly correlated. Based on the above findings, some discussion and suggestions were made for the purpose of promoting the efficiency of integrating ICT in administration.