台灣近幾年發生越來越多的天然與人為災害,這些災害造成了相當多的人員傷亡、經濟損失及國家動盪,也喚起了國內災害管理、防救災資訊系統的重要性。災害管理的發展中,防救災資訊系統扮演了極為重要的角色,但檢視過去的文獻,防救災資訊系統的相關研究多著重於個案研究或是系統面的功能探討,少有針對使用者的議題進行較深入探討。因此,本研究結合DeLone and McLean (2003)資訊系統成功模式與Herzberg (2003)雙因子理論來探討使用者對防救災資訊系統的使用者滿意度、使用者不滿意度以及悔惜避免的影響因素。 本研究針對現今台灣地區已經使用過防救災資訊系統的計畫人員、大學團隊、五大中心以及一般民眾進行填答,共計回收了396份問卷,經過刪除填答不完全、離群值等無效樣本之後,有效問卷為301份。研究結果顯示,完整性、資訊可靠性、服務可靠性、保證性皆會對防救災資訊系統使用者不滿意程度有負向的影響;時效性、易於閱讀、易於使用、同理心皆會對防救災資訊系統使用者滿意程度有正向的影響;而反應時間、服務可靠性、保證性則會對防救災資訊系統悔惜避免有正向的影響。本研究也針對實務面與學術面提出具體之建議與未來研究方向。
There are more and more natural and man-made disasters occur in Taiwan. These disasters caused considerable damages and economic losses. A Disaster Prevention and Rescue Information System plays an important role in disaster management. However, the existing studies are mostly focused on case studies and system development. Only few of them are related to users. Therefore, this study integrates Information Systems Success Model and Two-Factor Theory to investigate influencing factors to user satisfaction, user dissatisfaction and regret avoidance on the Disaster Prevention and Rescue Information System. This study invited diversified users, with experience of using Disaster Prevention and Rescue Information System, to fill in the questionnaire. Three hundred and one effective responses were collected. The analytical results indicated that completeness, Information reliability, service reliability and assurance negatively affect user dissatisfaction. In addition, timelines, ease to read, ease of use and empathy positively affect user satisfaction. Finally, response time, service reliability and assurance positive affect regret avoidance. This study concludes with useful recommendations for academics and practitioners.