台電公司公文及檔案管理資訊系統品質與使用者滿意之研究

The Study of Management Information System Quality and User Satisfaction of Documents and Records for Taiwan Power Company (Taipower)

袁國榮(Kuo-Jung Yuan) ； 季璐(Lu Ji) ； 林憬(Ching Lin) ； 吳寶玉(Pao-Yu Wu)

《顧客滿意學刊》 8卷2期 (2012/09) Pp. 237-270

https://doi.org/10.30066/JCS.201209.0004

摘要

過去對於資訊科技系統品質與接受行為的研究，大都是以個人出於自願的觀點來衡量使用度，然而對於被迫地使用系統之研究卻甚少有人研究；由於台電公司導入公文及檔案管理系統的開發，員工即便是不願意但是還是要使用，因此，使用者滿意就成了相當值得探討的議題。本研究以科技接受模式及融合資訊系統成功理論的觀點，研究目前影響公文及檔案系統其使用者的滿意度。經由425位台電公司之業務、供電、發電、輸配電等各單位之系統使用人員，並採用結構方程模式進行驗證得知，電腦自我效能、系統品質、資訊品質、服務品質皆會顯著正向影響使用者滿意；知覺易用性、知覺有用性、使用者態度皆會顯著正向影響使用者滿意；此外，影響使用者滿意最大因素為使用者態度，其次為服務品質、資訊品質、系統品質、電腦自我效能、知覺易用性、知覺有用性。最後本研究試圖瞭解台電員工對公文及檔案系統的接受度，實證結果盼能提供政府推行無紙化公文系統和各機構開發公文管理系統之參考。

關鍵字

科技接受模式 ； 資訊系統成功模型 ； 使用者態度 ； 使用者滿意

並列摘要

In the past, most of the studies of system quality and acceptance behavior of IT were based on the point of view of individual voluntary. There were few researches to study that employee were forced to use the system. ”Taiwan Power Company” (Taipower) has developed the ”document and file management system”, employee were compelled to use this system even they did not want to use. Therefore, user satisfaction has become a worth exploring topic. In this study, Technology Acceptance Model and Information Systems Success Model were integrated to study the affecting factors of user satisfaction documents and file management system. The model was verified by 425 system users from the of departments of sales, power supply, power generation, transmission and distribution systems and other units of Taipower and by applying structural equation modeling. The results indicated that system quality, information quality, service quality, and computer self-efficacy have significant and positive effects on user satisfaction. In addition, perceived ease of use, perceived usefulness, user attitude have significant and positive effects on user satisfaction. The most significant factor of user satisfaction is user attitude, followed by service quality, information quality, system quality, computer self-efficacy, perceived ease of use, and perceived usefulness, respectively.

並列關鍵字

Technology Acceptance Model ； Information System Success Model ； User Attitude ； User Satisfaction

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