本研究之目的希望能從一個非營利的教育訓練組織資訊系統導入個案中，發現其成功的主要關鍵因素。該個案在全省共有五個教育訓練中心，招收資訊技術相關之在職進修及長期養成班學員。該個案單位有鑒於持續成長及競爭之壓力，自數年前即積極推動企業e化專案。但經數年的系統開發與導入後，一項滿意度問卷調查發現個案之使用者僅對部份e化系統持接受的態度。

本研究以科技接受模式 (TAM) 為主要研究架構，並參考其他學者的系統導入成功模式，例如: 在研究架構中加入了Pitt (1995)等學者的理論，將資訊人員的服務品質等與認知有用性、認知易用性、系統品質、資訊品質等五個構面列為資訊系統導入成功之因素。並將使用者滿意度列為本研究架構之依變項。

本研究將選擇課程管理系統及知識管理系統作為資訊系統導入成功與失敗之代表。研究方法除了採用個案描述法外，也使用問卷調查法。本研究將兩個資訊系統導入之背景、過程及結果均深入調查分析。利用調查法瞭解使用者對兩個系統比較時，對前述之五個構面是否有明顯的差異。

問卷調查所得之統計資料，明顯區分並驗證兩個個案研究之發現。本研究希望能為個案未來系統開發時，建立新的標準作業模式，提升內部使用者滿意度及提升資訊系統導入成功之機率。

The study aims to find key factors of information system success in a non-profit education and training institute. The institute under study has five centers providing on-job training and long-term cultivation in the area of information technology. Facing the pressure of continuing growth and increasing competition, the institute has begun the e-projects since many years ago. After several years of system development and implementation, a survey of users’ satisfaction showed that only part of the systems was acceptable.

This study adopts the Technology Acceptance Model (TAM) as the primary research framework along with the service quality model and comes up with five success factors including perceived usefulness, perceived ease-of-use, system quality, information quality and service quality. Moreover, user satisfaction is taken as dependent variable of the framework.

In order to differentiate the successful system from the unsuccessful system, a curriculum management system and a knowledge management system was selected to represent the successful and unsuccessful systems respectively. The case study method and questionnaire survey wre both used as research method. In the case study, the development and implementation background, process and results were investigated. The survey method was used to verify the differences between the two systems using the five factors mentioned previously.

The results of questionnaire survey and statistical test clearly distinguish the two systems and support case study findings. The results of this study can serve as guideline to improve the users’ satisfaction as well as to improve the information system success.

目錄
摘要................................................................................................................................v
第一章 緒論…...........................................................................................1
第一節 研究背景.............................................................................................1
第二節 研究動機.............................................................................................3
第三節 研究目的.............................................................................................7
第四節 研究步驟與流程.................................................................................8
第五節 論文結構.............................................................................................9

第二章 文獻探討........................................................................................................10
第一節 非營利組織之經營特質.....................................................................10
第二節 資訊系統導入相關研究.....................................................................11
第三節 知識管理.............................................................................................23
第四節 專案管理.............................................................................................31
第五節 個案研究法及調查法理論.................................................................32

第三章 研究設計........................................................................................................36
第一節 研究方法.............................................................................................36
第二節 研究架構.............................................................................................37
第三節 問卷設計.............................................................................................40

第四章 個案描述........................................................................................................42
第一節 個案背景資料及問題.........................................................................42
1. 研究個案的組織與分工...........................................................42
2. 研究個案之營運壓力...............................................................43
3. 研究個案目前系統上之問題...................................................44
第二節 個案分析….........................................................................................44
1. 個案一: 知識管理系統…..........................................................45
2. 個案二: 課程管理系統…..........................................................58
第三節 資料分析與理論之比對….................................................................70
第四節 未來改善之建議……………….……………………………………71

第五章 資料分析與研究結果....................................................................................72

第六章 結論與建議....................................................................................................75
第一節 結論….................................................................................…………75
第二節 研究限制與範圍….............................................................................79
第三節 研究之貢獻.........................................................................................79
第四節 未來研究方向.....................................................................................80

參考文獻......................................................................................................................82
中文參考文獻......................................................................................................82
英文參考文獻......................................................................................................85

附錄..............................................................................................................................91
問卷1: 知識管理系統使用者滿意度簡易問卷調查........................................91
問卷2: 課程管理系統使用者滿意度簡易問卷調查........................................92
問卷3: 知識管理系統使用者滿意度問卷調查................................................93
問卷4: 課程管理系統使用者滿意度問卷調查................................................96
科技接受模式 (TAM) 原始問卷.....................................................................100

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