大學開課系統之滿意度研究

數位資訊時代來臨，近年來因為科技發展的進步，學校當中早期的校務系統不管是在使用效能已無法滿足現在人們對速度的要求，或是使用者在使用系統時的外觀介面不直觀，導致使用者對於系統的滿意度不理想，更甚至工作效率的下降。本研究針對目前某大學使用校務開課系統的使用情形，透過資訊系統成功模式切入，用「系統品質」、「資訊品質」、「服務品質」等等面向，結合 IRPA 來探討在校務開課系統上的導入之滿意度。本研究使用問卷調查的方法進行研究，編制研究「開課系統滿意度調查」問卷。研究對象為某大學內部之使用職員為主，進行前測與訪談後，發放問卷進行填寫，最後回收調查結果進行資料的整合與分析，研究資訊系統的哪些因素最影響使用者的使用滿意度，且提出如何改善使滿意度可以提升。透過IRPA分析，針對中、高影響範圍，且滿意程度低於滿意屬性的項目，本研究得出結果如以下：1.此開課系統的「系統品質」方面，須優先改善的屬性為"系統的操作容易度"、"系統內的文字說明敘述是否容易懂"，建議可以多以簡潔的系統設計為主，並在操作複雜的功能上有更清楚的文字說明引導使用者使用系統。2.此開課系統的「資訊品質」方面，需優先改善的屬性為"系統的資訊安全性"、"資訊符合使用者需求"，建議在提升資訊呈現上可以多與使用者溝通，除了確認呈現資訊的符合程度，也避免多餘的資訊顯示。3.此開課系統的「服務品質」方面，須優先改善的屬性為"服務人員對使用者的注意"，建議可以安排專門的接線人員來解決相關的問題。

關鍵字

IRPA ； IAA ；資訊系統成功模式；滿意度

並列摘要

In recent years, due to the advancement of technology, the early school administration systems in schools are no longer able to meet the speed requirements of people nowadays, and the appearance of the user interface is not intuitive when using the system, resulting in unsatisfactory user satisfaction with the system and even a decrease in work efficiency. This study focuses on the current situation of a university's use of the campus administration system and examines the satisfaction of the introduction of the campus administration system from the perspective of the successful model of the information system through "system quality," "information quality," and "service quality" combined with the Impact Range-Performance Analysis (IRPA). In this study, a questionnaire was used to compile the "Satisfaction Survey of Class Start System". The target population was the internal staff of a university. After the pre-test and interview, the questionnaires were distributed and filled out, and the results were collected for data integration and analysis to investigate which factors of the information system most affect user satisfaction, and to suggest ways to improve the satisfaction level. Through IRPA analysis, for the items with medium and high impact range and satisfaction level lower than satisfaction attributes, the results of this study are as follows. 1. In terms of the "system quality" of this system, the priority attributes to be improved are "ease of operation" and "ease of understanding of the textual descriptions in the system". 2. In terms of "information quality" of this system, the priority attributes to be improved are "information security of the system" and "information meets the needs of users". It is recommended that more communication with users be made to improve the presentation of information, so as to not only confirm the degree of compliance of the information presented, but also to avoid redundant information display. 3. In terms of the "service quality" of this system, the priority attribute for improvement is "attention to users by service personnel". It is suggested to arrange a telephone receptionist to solve the problems.