從口語言特徵探討大型資訊專案使用者滿意度與成員人格特質的關聯

Exploring the Relationship between Large-scale Information Project User Satisfactions and the Personality Traits of Members from Their Linguistic Features

陳則宇(Ze-Yu Chen)

指導教授 ： 陳鴻基

國立臺灣大學/管理學院/資訊管理學研究所/碩士(2018年)

https://doi.org/10.6342/NTU201801160

摘要

本研究的目的在探討大型資訊專案使用者滿意度與成員人格特質之間的關聯， 用以了解當團隊成員的人格特質與學者的建議有所不同，產生人格特質落差時會 如何實際影響使用者滿意度。本研究探討個案「賦稅資訊系統整合再造更新整體實 施計畫」，透過分析專案團隊角色的訪談文字稿找出口語言特徵，藉此找出專案團 隊角色在 MBTI 量表中的人格特質，進而檢視其是否出現人格特質落差，並且在 個案中造成對使用者滿意度的影響。具體來說，本研究認為團隊成員的人格特質是 否出現落差，會在專案進行中影響使用者滿意度。
本研究將專案團隊分為專案管理者與專案開發者，分析結果顯示:(1) 專案 管理者在 Decision Making 向度出現人格特質落差，可能導致決策偏頗、不願依 專案情況調整決策等事件。(2) 專案管理者在 Information Gathering 向度出現人格 特質落差，可能最終導致系統不完全符合使用者需求。(3) 專案開發者在 Social Interaction 向度出現人格特質落差，可能導致合作機制、時程安排與共事上沒有 共識。並在最後根據研究結果做出建議，當組建專案團隊時，除了考量成員的技 術能力，也需考量成員的人格特質是否與其擔任的團隊角色相符，當沒有出現人 格特質落差時，才能避免專案使用者滿意度受影響。

關鍵字

使用者滿意度 ； 團隊成員人格特質 ； 人格特質落差 ； 口語言特徵

並列摘要

The main purpose of this research is to explore the relationship between large- scale information project user satisfactions and the personality traits of members. This research wants to explain when the personality traits of project team members do not match scholars’ recommendations, how the gaps between will affect user satisfactions. This research studies the case “Tax information system integration and reengineering plan” to find if there are certain gaps in MBTI personality traits that may bring influences to user satisfactions by analyzing project team members’ linguistic features. Specifically, this research claims that whether there are gaps between the actual personality traits of project team members and the scholars’ recommendations will affect project user satisfactions.
In this study, the project team is divided into team leaders and programmers. The
analysis showed that: (1) If there is a gap in team leaders’ “Decision Making”
personality trait dimension, it may lead to biased decision making and unwillingness to
adjust decisions based on the circumstances of the project. (2) If there is a gap in team leaders’ “Decision Making” personality trait dimension, it may cause the problem that the eventual system does not meet users’ requirements perfectly. (3) If there is a gap in programmers’ “Social Interaction” dimension, it may cause a lack of consensus on cooperation mechanisms, project scheduling, and work relationships between users and programmers. Finally, we provide advices that when conducting a project team, not only the technical skills but also the personality traits of a team member needs to be considered. Only when there are no gaps between the personality traits of project team members and the scholars’ recommendations will the project user satisfactions not be affected.

並列關鍵字

User Satisfactions ； Project Team Members’ Personality Traits ； Gaps in Personality Traits ； Linguistic Features

參考文獻

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