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博碩士論文 etd-0511115-145735 詳細資訊
Title page for etd-0511115-145735
論文名稱
Title
地方稅資訊系統再造成效之實證研究
An Empirical Study of Reengineering of Local Tax Information Systems
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
142
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2015-06-04
繳交日期
Date of Submission
2015-06-11
關鍵字
Keywords
地方稅賦稅再造、系統品質、資訊品質、服務品質、管理成熟度、使用者滿意度
Information Quality, Service Quality, System Quality, Service Satisfaction, Management Maturity, Local Tax Information System Reengineering
統計
Statistics
本論文已被瀏覽 5756 次,被下載 62
The thesis/dissertation has been browsed 5756 times, has been downloaded 62 times.
中文摘要
在競爭日益激烈、資訊科技持續創新的時代下,企業莫不苦思如何運用資訊科技創造其競爭優勢,達成永續生存的目標。政府部門亦不例外,善用資訊科技達成電子化是政府部門重要的目標之一,以提升政府效能及人民對政府服務的滿意度。稅捐稽徵機關稅務資訊系統隨著資訊科技發展日趨進步,稽徵有顯著正向影響有顯著正向影響業務資訊化與含蓋層面已漸臻完善。然為因應產業發展及社會多元生活形態的改變,政府對納稅義務人所提供的服務也必須規劃更多元化與便民服務的改革及時效的提昇。
本研究以Xu、Benbasat & Cenfetelli(2013)的3Q模型為基礎,並加入管理成熟度,以瞭解稅務人員使用稅務資訊系統之知覺,同時,藉以探討政府機關資訊系統再造之成效。為達上述目的,本研究以高雄市西區稅捐稽徵處為研究對象,成功地訪問了174位稅務人員,藉由描述性統計分析、項目分析、信效度分析、因素分析、相關分析與階層迴歸分析之統計分析方法,了解研究變項之現況關係及驗證研究假設。
研究結果顯示:1.稅務人員所認知地方稅系統之資訊「正確性」、「格式化」、「及時性」對該系統之資訊品質有顯著正向影響,進而影響其使用者滿意度。2.稅務人員所認知地方稅系統之「可靠性」、「靈活性」及「迅速回應性」對系統品質有顯著正向影響,進而影響該系統之資訊品質及服務品質。3.稅務人員所認知之資訊人員提供的「反應性」及「服務可靠性」對服務品質有顯著正向影響,進而影響地方稅系統使用者滿意度。文末並依據研究結論提出若干建議,以供有關單位參考。

關鍵詞:系統品質、資訊品質、服務品質、管理成熟度、使用者滿意度、地方稅賦稅再造
Abstract
In an increasingly competitive,sustainable and innovative information technology era,the enterprise is pondering how to use the information technology to create competitive advantage, achieve sustainable living.The Government is no exception, make good use of information technology to achieve electronic is an important objective for enhancing government efficiency and people's satisfaction with government services.Tax information system of taxing authorities have progressed apace with the development of information technology.Information technology and coverage levels of the collection service have gradually been improved.However, in response to industrial development and diverse change of social lifestyles,government services provided by the taxpayer must also plan to enhance the timeliness and reform of more diversified and convenient services.
The study is based on 3Q model of Xu、Benbasat & Cenfetelli(2013)and added Management Maturity for understanding the perception of tax officials using the information system and examining the effectiveness of information systems reengineering of the government. In order to achieve the above objects, we draw on data from Revenue Service West District Office, Kaohsiung City and a total of 174 valid questionnaires were received.
Our results show:1. The perceptions of tax officials on Accuracy, Format & Currency of local tax information systems have significant positive impacts on Information Quality, thereby affecting its user satisfaction. 2. The perceptions of tax officials on Reliability, Flexibility & Timeliness of local tax information systems have significant positive impacts on System Quality, thereby affecting its Information Quality and Service Quality. 3. The perceptions of tax officials on Responsiveness & Service Reliability provided by IT staff have significant positive impacts on Service Quality, thereby affecting user satisfaction of the local tax system. According to the conclusion of this research, we propose suggestions to relative organizations as a reference.

Keywords :System Quality, Information Quality, Service Quality, Management Maturity, Service Satisfaction, Local Tax Information System Reengineering
目次 Table of Contents
論文審定書 i
誌 謝 ii
中文摘要 iii
英文摘要 iv
目 錄 v
圖次 vii
表次 viii
第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究流程 4
第貳章 文獻探討 5
第一節 地方稅資訊系統 5
第二節 資訊系統成功模式 15
第三節 系統品質 20
第四節 資訊品質 24
第五節 服務品質 29
第六節 管理成熟度 33
第七節 使用者滿意度 38
第參章 研究設計 42
第一節 研究架構與假設 42
第二節 研究變項之操作型定義及衡量方法 44
第三節 抽樣計畫 50
第四節 問卷設計與前測 52
第五節 資料分析方法 64
第肆章 資料分析與討論 66
第一節 樣本特性分析 66
第二節 信度分析 75
第三節 效度分析 77
第四節 研究構面之相關分析 85
第五節 使用者滿意度之影響因素分析 89
第六節 人口統計變數分析 96
第伍章 結論與建議 105
第一節 研究結論 105
第二節 管理意涵 109
第三節 研究限制 112
第四節 後續研究建議 113
參考文獻 114
附錄 研究問卷 129
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