使用者參與對於商業智慧系統使用與滿意度之影響

The Role of User Participation on the Use and User Satisfaction of Business Intelligence Systems: An Empirical Study

鄭紫雯(Tzu-Wen Cheng)

指導教授 ： 洪新原

國立中正大學/管理學院/資訊管理學系/碩士(2013年)

摘要

企業透過商業智慧系統(Business Intelligence Systems, BIS)之應用，來做到「Get the right information，to the right people，at the right time」，提供正確且即時的資訊給管理者，協助管理者迅速制定正確的決策，被視為是相當有前景的資訊科技應用。然而，目前相關研究多屬於概念說明或個案研究，而缺少瞭解使用者參與對於商業智慧系統使用與滿意度之影響。
本研究以DeLone & McLean (2003)的資訊系統成功模式為理論基礎，來探討使用者參與對於商業智慧系統使用與滿意度的影響。實證部分採用問卷調查法，以國際研究機構Gartner於2013年發表Gartner releases 2013 BI Magic Quadrant的BIS領導廠商，從SAP、IBM、Oracle、Microsoft及Micro Strategy的客戶名單，挑選在台灣各產業有使用與導入商業智慧系統的企業為調查對象。總共回收269份有效問卷。資料分析結果發現：(1) BIS使用者參與對於BIS系統品質、BIS資訊品質、BIS服務品質、及BIS使用者滿意度都有正面影響；(2) BIS系統品質、BIS服務品質、及BIS使用對於BIS使用者滿意度都有正面影響；(3) BIS系統品質及BIS資訊品質對於BIS使用有正面影響。最後，我們針對研究結果提出學術與實務方面的建議。

關鍵字

使用者參與 ； 資訊系統成功模式 ； 商業智慧系統 ； 資訊系統使用 ； 使用者滿意度

並列摘要

Business intelligence systems (BIS) are believed to benefit the businesses greatly by "getting the right information, to the right people, at the right time". BIS can provide accurate and timely information to decision makers in the businesses and help them quickly make the right decisions. Most of the prior studies are conceptual studies and case studies. The important role of user involvement is neglected. Thus, this study aims to understand the role of user participation on the use and user satisfaction of business intelligence systems.
Based on Information Systems Success Model (DeLone & McLean (2003)), a theoretical model was developed to understand the role of user participation on the use and user satisfaction of business intelligence systems. Additionally, a survey was conducted and questionnaires were distributed to BIS customers of SAP, IBM, Oracle, Microsoft and MicroStrategy (Five leader BIS vendors from an international research of Gartner 2013 BI Magic Quadrant) in Taiwan. Total 269 valid responses were received. The analytical results indicated that: (1) BIS user participation significantly affects BIS system quality, BIS information quality, BIS service quality, and BIS user satisfaction; (2) BIS system quality, BIS service quality, and BIS use significantly affect BIS user satisfaction; (3) BIS system quality and BIS information quality significantly affect BIS use. Finally, implications for academics and practitioners are also provided.

並列關鍵字

Information Systems Success Model ； User Satisfaction ； Information Systems Use ； Business Intelligence Systems ； User Participation

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