影響電腦整合製造資訊系統使用者滿意之差異分析：管理者與作業者之觀點比較

The Impact of Information System Quality Discrepancies on User Satisfaction: Managers versus Workers

洪新原(Shin-Yuan Hung) ； 張麗敏(Li-Min Chang) ； 郭宏益(Hung-Yi Kuo)

《資訊管理展望》 13卷1期 (2011/06) Pp. 1-19

https://doi.org/10.29715/JIMCSA.201106.0001

摘要

電腦整合製造資訊系統（CIMIS）是晶圓代工產業在促進製程效率化時所必須投入的輔助工具，然而目前卻缺乏一套客觀的方法來有效評估使用者滿意度。本研究以資訊系統成功模型與差異理論之觀點建構出評估架構，藉由分析比較不同層級使用者對系統特性的期望程度與實際感受之差異，來瞭解使用者對系統的滿意度。本研究採用問卷調查法，研究對象為台灣某知名晶圓代工領導廠商之CIMIS使用者。調查問卷共寄出1,337份，有效問卷之回收總數為512份，回收率為38.3％。資料分析方面則以變異數分析與調節迴歸來驗證研究假說。變異數分析結果發現，管理群與作業群使用者對各項品質因素的實際感受與期望程度之間的正向差異，會產生較高的使用者滿意度。調節迴歸分析方面，作業群使用者之系統品質的實際感受與期望程度的差異幅度與使用者滿意度呈現正向顯著相關；此外，管理者與整體使用者之資訊品質的差異幅度與使用者滿意度也呈現正向顯著相關。本研究架構及資料分析結果，可做為未來晶圓代工產業之CIMIS改善功能特性與效能評估之重要參考。

關鍵字

電腦整合製造資訊系統 ； 資訊系統成功模型 ； 差異理論 ； 晶圓代工 ； 使用者滿意度

並列摘要

Computer Integrated Manufacture Information System (CIMIS) is an indispensable tools for Semiconductor Foundry Industry to enhance the efficiency of the manufacturing process. However, a reliable method for evaluating the user satisfaction of CIMIS is still missing. To fill the gap, this study aims to develop an assessment method which can be used to study the impact of CIMIS quality discrepancies on user satisfaction. Based on DeLone and McLean's (2003) IS success model, three quality factors are used to measure the user satisfaction of CIMIS. Discrepancy thoery is applied to understand the impact of CIMIS quality discrepancies on user satisfaction. The data was collected by a questionnaire survey from the users of Semiconductor Foundry factory in Taiwan. A total of 1337 questionnaires were mailed, and 512 usable responses were obtained (response rate is 38.3%). The ANOVA and regression analysis techniques were employed to test the research hypotheses. This study has arrived at several noteworthy findings. First, system quality, information quality, and service quality of CIMIS have a significantly effect on user satisfaction from managers and workers perspective. Second, system quality is the critical factor of CIMIS that can influence workers satisfaction, while information quality of CIMIS is the major determinant of managers and overall users satisfaction. Finally, the suggestions to CIMIS management and practical implications are provided, and directions for future research are also discussed.

並列關鍵字

Computer integrated manufacture information system ； IS success model ； Discrepancy theory ； Semiconductor foundry ； User satisfaction