影響企業內部網路使用者滿意度因素之研究---
以統一超商為例
摘要
企業內部網路乃是企業應用現有的網際網路相關技術建構而成，用以執行企業內部的資訊管理。然而，當企業投入大筆資金與人力建置企業內部網路，應以何種衡量機制來評估這套系統的效益？
「人」的因素往往是組織導入任何一種資訊系統時最關鍵的因素。許多學者認為使用者對資訊系統的感覺會影響資訊系統的績效，而且多以使用者滿意度做為衡量的指標。故本研究亦以使用者滿意度作為衡量企業內部網路成效的機制，並欲瞭解企業應如何提昇使用者對企業內部網路的滿意度。
本研究針對統一超商進行實地調查，並整合使用者參與理論、科技接受模式與使用者滿意之相關文獻，探討影響企業內部網路使用者滿意度的因素，以及各因素之間的關係。最後，在根據研究所得修正本研究所建立的使用者滿意度模式，以作為企業導入或評估企業內部網路時的參考。
本研究結果發現，企業內部網路使用者滿意度的五項影響因素，包括：資訊系統品質、使用者參與、高階主管支持、電腦自我效能、資訊人員的因素，皆與使用者滿意度呈正相關。其中，以企業內部網路之資訊系統品質與使用者的電腦自我效能對使用者滿意度的影響最大。此外，本研究亦發現使用者參與程度高的情況下，高階主管的支持對使用者滿意度的影響比較顯著。
最後，本研究建議企業若欲提昇員工對企業內部網路的滿意度，除必須致力於上述五項影響因素的改善，尚需依照使用者不同的個人屬性，如年齡、年資、使用電腦的經驗及其電腦能力的提昇，才能塑造出一個有利於使用資訊系統的環境，進而提昇資訊系統的績效。

關鍵字：企業內部網路、使用者滿意度、使用者參與、科技接受模式

Abstract

As the widespread use and company dependency on Intranet increase, so does the need to assess their value and to ensure implementation success. As a new technology, Intranet success may be affected by the general level of awareness and experience of IT networking in the user population. This study examines the factors which have been proposed in the literature to account for new IT systems and apply them to Intranet. This study identifies and empirically tests five major variables as determinants of Intranet success, in this case measured in terms of user satisfaction. This result clearly supports the hypothesized relationships and suggests the need for Intranet project managers and top management to pay special attention to these determinants of Intranet success.
According to the result, Intranet success is directly positive to the quality of Intranet, degree of management support, degree of user participation in Intranet development, computer self-efficacy of users, service provided by the IT center, as each has been defined in this study. Among those five variables, the quality of Intranet and computer self-efficacy of users are the most critical factors affecting user satisfaction on Intranet. In addition, degree of user participation in Intranet development is also a moderating variable between degree of management support and user satisfaction. A set of those five factors is found to account for 61.4﹪of the variance in user satisfaction on Intranet. As for users’ attributes, such as age, seniority and computer experience influence the perception of Intranet as well.
Based on the results, some recommendations are proposed for Intranet project managers and top management to enhance user satisfaction on Intranet and to shape an advantageous environment for Intranet development, including: improving the five factors mentioned above and increasing users’ ability to use Intranet according to users’ attributes, such as age, seniority and computer experience.

目 錄

第一章 緒 論…………………………………………..1
第一節 研究背景……………………………………………………..1
第二節 研究動機……………………………………………………..2
第三節 研究目的……………………………………………………..2
第四節 研究範圍……………………………………………………..3
第五節 研究流程……………………………………………………..4

第二章 文獻探討………………………………………6
第一節 企業內部網路的定義、功能與成效……………………….6
第二節 使用者滿意度………………………………………………11
第三節 使用者參與理論……………………………………………22
第四節 科技接受模型………………………………………………30

第三章 研究方法……………………………………..37
第一節 理論架構與研究假設………………………………………37
第二節 研究對象……………………………………………………42
第三節 研究工具……………………………………………………45
第四節 資料分析方法………………………………………………49
第五節 樣本結構分析………………………………………………50



第四章 研究結果分析………………………………..54
第一節 使用者滿意度……………………………………………….54
第二節 影響變項與使用者滿意度之間的關係…………………….59
第三節 個人因素與使用者滿意度的關係………………………….69

第五章 結論與建議…………………………………..75
第一節 研究結論…………………………………………………….75
第二節 研究建議…………………………………………………….79

參考文獻………………………………………………83
附錄：本研究問卷……………………………………92











圖目錄

圖1-1 研究流程………………………………………………………5
圖2-1 資訊系統引進與組織變革對照表……………………………28
圖2-2 使用者參與導致使用者滿意的過程…………………………30
圖2-3 科技接受模型變項關係圖……………………………………32
圖2-5 影響個人接受資訊系統之因素………………………………36
圖3-1 研究架構………………………………………………………38
圖3-2 問卷架構………………………………………………………46
圖5-1 修正的研究模式………………………………………………77












表目錄

表2-1 企業內部網路應用分類………………………………………………….. 8

表2-2 系統成效的衡量方法……………………………………………………..12

表2-3 影響使用者滿意度的因素……………………………………………… .21

表2-4 使用者參與的影響………………………………………………………..22

表3-1 統一超商e化歷年記事…………………………………………………..44

表3-2 信度分析-Cronbach’s α……………………………………………………49

表3-3 使用者基本資料統計……………………………………………………..53

表4-1 影響使用者滿意度因素的敘述統計分析表……………………………..54

表4-2 總經理支持構面的平均得分……………………………………………..55

表4-3 知覺有用構面的平均得分………………………………………………..56

表4-4 資訊輸出品質構面的平均得分…………………………………………..56

表4-5 資訊部門人員構面的平均得分…………………………………………..57

表4-6 電腦自我效能構面平均得分……………………………………………..57

表4-7 使用者參與構面的平均得分……………………………………………..58

表4-8 整體滿意度構面的平均得分……………………………………………..59

表4-9 Pearson相關分析………………………………………………………...62

表4-10 逐步回歸分析結果…………………………………………………….…63

表4-11描述性統計………………………………………………………………..64

表4-12 二因子變異數摘要分析之一…………………………………………….65

表4-13二因子變異數摘要分析之二……………………………………………..66
表4-14 二因子變異數摘要分析之三……………………………………………..67

表4-15 二因子變異數摘要分析之四….………………………………………….68

表4-16 使用者參與、高階主管支持在使用者滿意度上的平均數……………..68

表4-17 單因子變異數分析摘要表之一………………………….……………….70

表4-18 單因子變異數分析摘要表之二……………………………..…………….71

表4-19 單因子變異數分析摘要表之三…..…………………………………..……72

表4-20 單因子變異數分析摘要表之四………………………..…………………..73

表4-21 單因子變異數分析摘要表之五…..………………………………………..74

※ 中文參考文獻

鄭志豪，e價值100大企業調查，民89年創刊號，e 天下雜誌。

何琦瑜，不打烊的數位神經系統，民89年12月號，數位時代月刊。

丁麗雪，民83年，行政管理資訊系統使用者滿足之研究，國立政治大學公共行政學系碩士論文。

朱彩馨，民86年，企業變革的抗拒與管理對策有效性之研究—以資訊系統為例，國立中山大學資訊管理研究所碩士論文。

苗裴明，民88年，影響使用者接受企業內網路資訊系統之因素—以TPB模式探討，國立中山大學資訊管理研究所碩士論文。

林世傑，民88年，企業採用Intranet（企業網路）之成功關鍵因素，私立中原大學企業管理學系碩士論文。

林東清、王妙雲，民85年，高階主管資訊系統發展成功的因果模型建立，交通大學管理學報。

林朝宗，民87年，企業內網路實施成效之探討，國立中山大學資訊管理研究所碩士論文。

林震岩、林世傑，民87年，企業應用Intranet之現況調查，資訊與電腦雜誌。

杜鴻業，民87年，台灣地區企業採用Intranet的評估因素與應用模式研究，國立交通大學管理科學研究所碩士論文。

李玉玲，民86年，顛覆企業流程的Intranet，資訊與電腦雜誌。

洪新源、王俊程、黃興進、嚴紀中、陳鴻基，民87年，強化企業競爭力—Intranet之觀念與效益，資訊與電腦雜誌。

吳明隆，民89年，SPSS統計應用實務，松崗電腦圖書資料股份有限公司。

吳琮璠，民80年，管理個案研究方法之檢討與重建，第四屆全國管理教育研討會，台北。

黃俊英，民83年，企業研究方法，東華書局。

陳焜元，民85年，行政管理資訊系統使用者參與效果之研究---技術接受模型檢證，國立政治大學公共行政學系碩士論文。

張靜妙，民86年，使用者在資訊系統發展中的角色對工作滿意度的影響，國立成功大學碩士論文。

鄭紋，民87年，他山之石--國外成功案例，資訊與電腦雜誌。

廖炳勝，民78年，資訊系統使用者滿意度之因素，輔大管理所碩士論文。

※ 英文參考文獻

Adams, D. A. and Nelson, R. R. 1992. Perceived Usefulness, Ease of Use, and Usage of Information Technology: A Replication. MIS Quarterly, 16(2): 227-248.

Alter, S. 1978. Development Patterns for Decision Support Systems. MIS Quarterly, 2(3): 33-42.

Amoroso, D. L., and Cheney, P. H. 1991. Testing a Causal Model of End-User Application Effectiveness. Journal of Management Information Systems, 8(1): 63-89.

Arnold and Vicky. 1995. Discussion of An Experimental Evaluation of Measurements of Information System Effectiveness. Journal of Information Systems, 9(2): 85-92.

Bailey, J. E. and Pearson, S. W. 1983. Development of A Tool for Measuring and Analyzing Computer User Satisfaction. Management Science, 29(5): 530-545.

Bandura, A. 1982. Self-Efficacy Mechanism in Human Agency. American Psychnologist, 37(2): 122-147.

Barki, H. and Hartwick, J. 1989. Rethinking the Concept of User Involvement. MIS Quarterly, 13(1): 53-63.

Benard, R., Stair, A. 1993. User Satisfaction with EISs. Information Systems Management, 10(4): 21-30.
Bidgoli and Hossein. 1999. An Integrated Model for Introducing Intranets. Information Systems Management, 16(3): 78-88.

Bostrom, R. P. 1984. Development of Computer-Based Information Systems: A Communication Perspective. Computer Personnel, 9(4).

Bostrom, R. P. and Heinen, S. J. 1977. MIS Problems and Failures: A Socio-Technical Perspective. MIS Quarterly, 1(3): 17-32.

Buyukkurt, M. D., and Vass, E. C. 1993. An Investigation of Factors Contributing to Satisfaction with End-User Computing Process. Canadian Journal of Administrative Science, 10(3): 212-228.

Byrd, T. A. 1992. Implementation and Use of Expert Systems in Organizations: Perceptions of Knoledge Engineers. Journal of Management Information Systems, 8(4): 97-116.

Chamine, S. 1998. Making Your Intranet An Effective HR Tool. HR Focus, 75(12): 11-13.

Chau & Patrick Y.K. 1996. An Empirical Assessment of a Modified Technology Acceptance Model. Journal of Management Information Systems, 13(2): 185-205.

Churchman, C. W. and Schainblatt, A. H. 1965. The Researcher and the Manager: A Dialect of Implementation. Management Science, 11(1): 69-87.

Compeau, D. R., and Higgins, C. A. 1995. Computer Self- Efficacy: Development of A Measure and Initial Test. MIS Quarterly, 19(2): 189-211.

Cronin, M. J. 1994. Doing Business on the Internet. Van Nostrand Reinhold, New York.

Cronan, T. P. and Means, T. L. 1984. System Development: An Empirical Study of User Communication. Data Base: 25-29.

Cronan, T. P., and Douglas D. E. 1990. End-User Training and Computing Effectiveness in Public Agencies: An Empirical Study. Journal of Management Information System, 6(4): 217-225.

Cyert, R.M., and March, J. G. 1963. A Behavioral Theory of the Firm. Prentice-Hall. Englewood Cliffs, N. J.

Davis, F. D.1989. Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3): 319-339.

Davis, F. D., Bagozzi, R. P., & Warshaw, P.R. 1989. User Acceptance of Computer Technology: A Comparison of Two Theoretical Models. Management Science, 35(8)：985.

Davis, F. D., Bagozzi, R.P., and Warshaw, P.R. 1992. Extrinsic and Intrinsic Motivation to Use Computers in the Wokplace. Journal of Apllied Social Psychology, 22(14): 1111-1132.

Davis, S. A., & Bostrom, R. R. 1993. Training end-user: An Experimental Investigation of Roles of the Computer Interface and Training Methods. MIS Quarterly, 17(1): 61-85.

DeLone, W. and McLean E. 1992. Information Systems Success: The Quest for the Dependent Variable. Information Systems Research, 3(1): 60-95.

Doll, W. J., and Torkzadeh. 1988. The Measurement of End-User Computing Satisfaction. MIS Quarterly: 259-276.

Ein-Dor, P., and Segev, E. 1978. Organizational Context and the Success of Management Information Systems. Management Science, 24(6): 1067-1077.

Essex, P. A. and Magal, S. R. 1998. Determinants of Information Center Success. Journal of Management Information Systems, 15(2): 95-118.

Etzadi- Amoli, J., Farhoomand, Ali F. 1991. On End-User Computing Satisfaction. MIS Quarterly, 15(1): 1-4.

Fichter, D. 1999. Intranets: Librarians, Dive In! Online, 23(3): 107-109.

Fishbein, M., and Ajzen, I. 1975. Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research. Addison-Wesley, Reading, MA.

Foong and Soon-Yau. 1999. Effect of End –User Personal and Systems Attributes on Computer-Based Information System Success in Malaysian SMES. Journal of Small Business Management, 37(3): 81.

Gallagher, C. A. 1974. Perceptions of the Value of a Management Information System. Academy of Management Journal, 17(1): 45-55.

Gardner, W. L. and Gundersen, D E. 1995. Information System Traing, Usage, and Satisfaction. Management Communication Quarterly, 9(1): 78-115.

Gist, M.E., Schwoerer, C.E., and Rosen, B. 1989. Effects of Alternative Training Methods on Self-efficacy and Performance in Computer Software Training. Journal of Applied Psychology, 74(6): 884-891.

Guimaraes, T. and Gupta, Y.1988. Measuring Top Management Satisfaction With The MIS Department. OMEGA, 16(1): 17-24.

Howard, G. S., and Weinroth, G. J. 1987. User’s Complaints Information Systems Problem from the User’s Perspective. Journal of system Management.

Iacovou, C. L. 1995. Electronic Data Interchange and Small Organizations: Adoption and Impact of Technology. MIS Quarterly, 14(4): 465-486.

Igabaria, M., Parasuramen, S., and Pavvri, F. N.1990. A Path Analytic Study of the Determinants of Microcomputer Usage. Journal of Management Systems, 2(2): 1-14.

Igabaria, M., Guimaraes, T., and Davis, G. B. 1995. Testing the Determinants of Microcomputer Usage Via a Structural Equation Model. Journal of Management Information systems, 11(4): 87-114.

Igbaria, et al. 1997. Peraonal Computing Acceptance Factors in Small Firms: A Structural Equation Model. MIS Quarterly, 21（3）：279.

Ives, B., Olson, M.H., and Baroudi, J.J. 1983. The Measurement of User Information Satisfaction. Communications of the ACM, 26 (10): 785-793.

Ives, B., Olson, M.H., and Baroudi, J.J. 1986. An Empirical Study of Impact of User Involvement on System Usage and Information Satisfaction. Communications of the ACM, 29(3): 232-238.
Karsten, R., Roth, R. M. 1998. The Relationship of Computer Experience and Computer Self-Efficacy to Performance in Introductory Computer Literacy Couses. Journal of Reasearch on Computing in Education, 31(1): 14-35.

Kasper, G. M., Cerveny, R. P. 1985. A Labtory Study of User Characteristics and Decision- Making Performance in End-User Computing. Information and Management, 9(2): 87-96.

Keen, P.G.W. 1981. Information Systems and Organizational Change. Communication of ACM, 24(1): 47-60.

Keen, P.G.W. 1987. MIS research: Current Status, Trends and Needs. In R.A. Buckingham, R.A. Hirschheim, F. F. Land, and C. Tully, Eds. 1987. Information Systems Education: Recommendations and Implementation. Cambridge University Press: 1-13.

Kim, K. K. 1989. User Satisfaction: A Synthesis of Three Different Perspectives. The Journal of Information systems, 4: 1-12.

Larcker, D. F., and Lessig, V.P. 1980. Perceived Usefulness of Information: A Psychometric Examinations. Decision Sciences, 11(1): 121-134.

Lawler, E. 1973. Motivation in Work Organizations. California: Brooks/Cole Publishing Co.: 965.

Lawrence, M., and Low, G. 1993. Exploring Individual User Satisfaction within User-Led Development. MIS Quarterly, 17(2): 195-209.

Lehman, J., et al. 1986. Mainframe and Microcomputer-Based Business Graphic: What Satisfied Users? Information & Management, 10(3): 133-140.

Lucas, H.C., Jr. 1974. Systems Quality, User Reactions, and the Use of Information Systems. Management Informatics, 3(4): 207-212.

Lucas, H.C., Jr. 1978. Empirical Evidence for A Descriptive Model of Implementation. MIS Quarterly, 2(2): 27-42.

Lucas, H.C., Jr. 1981. Implementation: The Key to Successful Information Systems. Columbia University Press, 3: 207-212.

Martinko, M.J., Henry, W.J. and Zmud, W.R. 1996. An Attribution Explanation of Individual Resistance to the Introduction of Information Technologies in the Work-Place. Behavior & Information Technology, 15(5): 313-30.

McGee, J. D., Kolbasuk, M. 1998. Study: Happy IT Staff Helps Users. Information Week: 184-1/2.

McKeen, J. D. and Guimaraes, T. 1994. The Relationship Between User Participation and User Satisfaction: An Investigation of Four Contingency Factors. MIS Quarterly, 18(4): 427-452.

Miller, D., Toulouse. 1998. Strategic Process and Content as Mediators Between Organizational Context and Structure. Academy of Management Journal, 31(3): 544-569.

Mirani, R. and King, W. R. 1994. Impacts of End-User and Information Center Characteristics on End- User Computing Support. Journal of Management Information Systems, 11(1): 141-157.

Montazemi, A. R. 1988. Factors Affecting Information Satisfaction in the Context of the Small Business Environment. MIS Quarterly, 12(2): 37-47.

Mumford, E. 1981. Participative Systems Design: Structure and Method. Systems, Objectives, Solutions, 1(1).

Murphy, C.A., Coover, D., and Owen, S.V.1989. Development and Validation of the Computer Self-Efficacy Scale. Educational and Psychological Measurement, (49):
893-899.

Nelson, R. R., and Cheney, P. H. 1987. Training End –Users: An Exploratory Study. MIS Quarterly, 11(4).

Nikerson, C., and McClelland, G. 1989. Across Persons Versus Within-Persons Test of Expectancy-Value Models: A Methodological Note. Journal of Behavioral Decision Making, 2(4): 261-270.

O’Brien, J. P., and Kroggel, L. P.,Jr. 1989. Technology: Training, Not Trauma. Personnel Journal, 68(8): 32-41.

O’Reilly, C. A. 1982. Variations in Decision Makers’ Use Information Sources: the Impact of Quality and Accessibility of Information. Academy of Management Journal, 25(4): 756-771.

Palvia, Prashant, Dwight B. Means, Jr., and Wade M. Jackson. 1994. Determinants of Computing in Very Small Business. Information & Management, 27(3): 161-174.

Pearson, C. K. 1991. Employee Responses to Technologically-Driven Change: The Implementation of Office Automation in A Service Organization. Human Relations, 44: 1331-1356.

Phelps, P., and Mok, M. 1999. Managing the Risks of Intranet Implementation: An Empirical Study of User Satisfaction. Journal of Information Technology, 14:39-52.

Rasch, R. H. 1992. Factors Affecting Software Developers’ Performance: An Integrated Approach. MIS Quarterly, 16(3): 395-414.

Raymond, L. 1988. The Impact on Computer Training on the Attitudes and Usage Behavior of Small Business Managers. Journal of Small Business Management, 26(3): 8-13.

Riverd, S., and Hiff, S. L. 1988. Factors of Success for End-User Computing. Communications of the ACM, 3(5): 552-561.

Robey, D.1979. User Attitudes and Management Information System Use. Academy of Management Journal, 22(3): 527-538.

Robey, D. and Farrow, D. L. 1982. User Involvement in Information System Development: A Conflict Model and Empirical Test. Management Science, 28(1): 73-85.

Robey, D., Farrow, D. L. and Franz, C. R. 1989. Group Process and Conflict in System Development. Management Science, 35(10): 1172-1191.

Schultz, R. L., and Slevin, D.P. 1975. Implementation and Organizational Validity: An Empirical investigation. Implantation Operations Research.153-182.

Seddon, P., and Yip, S. 1992. An Empirical Evaluation of User Information Satisfaction Measures for Use with General Ledger Accounting Software, MIS Quarterly, 6(1): 75-93.

Small, C.H. 1999. Technology Advances Spark Change in Intranet Use. Computer Design’s: Electronic Systems Technology & Design, 38(6): 70.

Swanson, E.B. 1974. MIS: Appreciation and Involvement. Management Science, 21(2): 178-188.

Thong, J. Y. L., Yap, C. S., and Raman, K. S. 1993. Environments for Information Systems Implementation in Small Businesses. National University of Singapore, Working Paper.

Youngohc, Y., and Guimaraes, T. 1995. Exploring the Factors Associated with Expert Systems Success. MIS Quarterly, 19(1): 83-107.

Yuthas, K., and M. M.Eining. 1995. There’s Nothing Like Success: Cartesian Dualisms in Information Systems Research. Advances in Accounting Information Systems 3:31-59.

Verrijn-Stuart, A. A., and Anzenhofer, K. 1988. Information Systems User-Designer Communication Problems. Informaiotn & Management, 14(3): 133-142.

Zmud, R. W. and Cox, J. F. 1979. The Implementation Process: A Change Approach. MIS Quarterly, 3(2): 35-43.

Zmud, R. W. 1981. An Exploratory Study of User Involvement Role Sets. Working Paper, School of Business Administration, University of North Carolina.