知識管理系統成功模型之研究－以台灣金融業為例

The Research of the Success Model of Knowledge Management Systems-An Empirical Study of Financial Firms in Taiwan

蔡宗宏(Chung-Hung Tsai) ； 池文海(Wen-Hai Chih) ； 許芳銘(Fang-Ming Hsu)

《企業管理學報》 67期 (2005/12) Pp. 31-69

摘要

本研究以DeLone and McLean(2003)的資訊系統成功模型為基礎，透過相關文獻探討，發展出知識管理系統成功模型。本研究以台灣金融產業員工共625份有效問卷為研究對象，運用結構方程模式驗證實徵資料與理論模型之契合度，研究結果發現：(1)本研究所提出之知識管理系統成功模型與實徵資料檢測之後，證實在金融產業環境脈絡下，具有相當優良之模型契合度，顯示本模型具極佳之理論穩健性與實務適用性；(2)信任確為影響知識管理系統使用與使用者滿意之重要直接前因變項，其影響力甚而超過系統品質、資訊品質、服務品質。(3)信任也是系統品質、資訊品質、服務品質與使用、使用者滿意之間的重要中介變項。(4)本研究確認了算計為基礎的信任、制度為基礎的信任、知識為基礎的信任為組成信任三個重要的子構面，三者並具相當良好之區別效度。(5)IS部門的服務品質對於知識管理系統的系統品質與資訊品質的提升具有顯著的正向影響。(6)根據結構方程模式契合度之比較，本研究模型較原DeLone and McLean(2003)之資訊系統成功模型之模型契合度為優。
本研究的結果提示營造組織內部信任氣圍與IS部門的服務品質在知識管理系統成功之重要性，實證的結果與意涵可提供企業發展配套激勵方案之參考。

關鍵字

資訊系統成功模型 ； 知識管理系統 ； 結構方程模式 ； 信任 ； 區別效度

並列摘要

Based on DeLone and McLean's (2003) success model of information system, this research aims to develop the success model of knowledge management systems for financial firms in Taiwan. Using Structural Equation Modeling (SEM) the proposed hypotheses are examined to validate the fit between empirical data aid model. The conclusions of this research are: (1) According to the statistical results, the model fits very well between both of the proposed success model and samples of the financial firma. (2)Trust is the most important antecedent variable of system usage and user satisfaction According to the statistical results of the whole samples, trust has more influential effects on system usage and user satisfaction than information quality, system quality and service quality. (3) Trust mediates the effects of system quality, information quality and service quality on system usage and user satisfaction. (4) The proposed dimensions of trust are calculative-based trust, institution-based trust and knowledge-based trust which all have significant effects on trust and the discrimination validity of the dimensions is good. (5) The service quality of IS department has significant effects on system quality and information quality. (6) In general, the overall model fits' indices of the proposed KMS Success Model are better than DeLone and McLean's IS Success Model.
The results of the study conclude that the atmosphere of trust and service quality of IS department are very important to develop the knowledge management system for enterprises and the insights and guidelines provided by the study can also inform the managers of enterprises about developing the relevant incentive policies and projects.

並列關鍵字

Success Model of Information System ； Knowledge Management Systems ； Structural Equation Modeling ； Trust ； Discrimination Validity

參考文獻

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