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中文論文名稱 公部門資訊系統導入使用者抗拒之研究
英文論文名稱 A Study on the User Resistance of Information Systems Implementation in Public Sector
校院名稱 淡江大學
系所名稱(中) 資訊管理學系碩士班
系所名稱(英) Department of Information Management
學年度 99
學期 2
出版年 100
研究生中文姓名 洪浩雲
研究生英文姓名 Hao-Yun Hung
電子信箱 697630068@s97.tku.edu.tw
學號 697630068
學位類別 碩士
語文別 中文
口試日期 2011-05-28
論文頁數 114頁
口試委員 指導教授-吳錦波
委員-莊雅茹
委員-陳穆臻
委員-楊明玉
委員-游佳萍
中文關鍵字 使用者抗拒  公部門  政府 
英文關鍵字 User Resistance  Public Sectors 
學科別分類 學科別社會科學管理學
學科別社會科學資訊科學
中文摘要 根據以往的研究,使用者抗拒是系統導入失敗重要的因素之一,企業導入資訊科技的成功機率低於50%,因此使用者抗拒(User Resistance)已經被視為是企業中建置資訊系統的重大挑戰。而放眼公部門,在資訊科技的發展之下,各國政府投注相當的資源與人力在電子化政府之專案,其中亦包含公部門的新資訊系統導入。然而公部門在電子化政府專案導入的部份失敗率亦高,因為公部門也有可能在導入的過程中遭遇到使用者抗拒行為。在資訊管理領域,對新的科技(資訊系統)導入後使用者抗拒方面的研究,多以私部門為主,較少針對公部門評估與研究。本研究係針對公部門進行問卷發放,主要目的在於研究公部門科技使用的抗拒行為。本研究為實證型研究,以問卷調查法為研究方法,針對使用A單位工務報修系統的跨部門公務員使用者進行問卷發放;總發放問卷為82份、回收有效問卷為63份,並使用SPSS統計軟體進行迴歸分析。研究結果可發現:轉換成本對於使用者抗拒有顯著的正向影響;組織對於改變的支持、同僚贊同的意見等構面對於使用者抗拒有顯著的負向影響;同僚贊同的意見亦可藉由轉換成本間接影響使用者抗拒(轉換成本為部份中介);知覺價值、改變的自我效能則對使用者抗拒的影響不明顯;轉換獲益雖可對知覺價值產生影響,知覺價值卻對使用者抗拒的影響不顯著。
英文摘要 According to previous research, user resistance is one of the major factors that cause the failure of information systems implementation. Enterprises face a higher than fifty percentage of failure with new information systems implementation. Thus, user resistance has become a challenge for enterprises. In order to enhance the administrative efficiency, institutions in the public sectors have invested lots of resources in building E-government, which entails new systems implementation. As in private sector, implementing new systems in public sectors also results in systems failure, because there may encounter resistance during implementation. In the field of information systems, most user resistance research focus on private organizations, but few in public sectors. This research empirically study the user resistance of information systems in public sectors, by sending questionnaire to 82 public officials across different government units, who are using the same information system, and 63 valid responses collected. Data analysis employed is regression analysis. This research shows that switching costs has a positive impact on user resistance; but it shows that both organizational support for change and favorable colleague opinion have negative impacts on user resistance. This research also shows that favorable colleague opinion has indirectly influence through switching costs on user resistance (switching costs as a mediator). Perceived value and self-efficacy for change have no impacts on user resistance. While switching benefits has a positive impact on perceived value, perceived has no significant influence on user resistance.
論文目次 目錄
目錄 I
圖目錄 III
表目錄 IV
表目錄 IV
第一章 緒論 1
第一節 研究動機與目的 1
第二節 科技接受與使用者抗拒的重要理論概述 5
第三節 研究架構與研究假設概述 13
第四節 研究對象與資料蒐集概述 15
第五節 資料分析概述 17
第六節 研究流程 23
第二章 文獻探討 24
第一節 電子化政府的定義 24
第二節 使用者抗拒的定義 25
第三節 科技接受與使用者抗拒的重要理論 26
一、 Ajzen與Fishbein的理性行為理論 26
二、 Markus的資訊科技抗拒理論 27
三、 Davis的科技接受模型 28
四、 Ajzen的計畫行為理論 30
五、 Thompson等學者的個人電腦使用模型 32
六、 Venkatesh等學者的科技整合接受模型 34
七、 Joshi的公平理論 36
八、 林東清整理的單層次與多層次使用者抗拒理論 40
九、 Lapointe & Rivard的多層次抗拒理論 45
十、 Kim & Kankanhalli的整合式抗拒模型 57
第三章 研究方法 67
第一節 研究架構 67
第二節 假說建構 68
第三節 公部門組織概況與研究標的系統介紹 75
第四節 問卷量表之發展 76
第五節 資料蒐集 80
第四章 資料分析與結果 81
第一節 資料分析方法 81
第二節 受訪者基本資料分析(樣本組成分析) 82
第三節 資料分析 85
一、 問項部份 85
二、 信度與萃取變異量 87
三、 區別效度 88
四、 假說檢定 89
第五章 討論與建議 97
第一節 研究結果 98
第二節 學術上的貢獻 100
第三節 管理上的意涵 101
第四節 研究上的限制與未來研究建議 102
第六章 參考文獻 104
一、 中文部份 104
二、 英文部份 105
附錄一:問卷問項與所代表之構面 112

圖目錄
圖 1-1假說構面與模型 13
圖 1-2假說檢定的結果 21
圖 1-3:研究流程圖 23
圖 2-1:理性行為理論(Theory of Reasoned Action, TRA) 27
圖 2-2:科技接受模型(Technology Acceptance Model, TAM) 30
圖 2-3:計畫行為理論(Theory of Planned Behavior, TPB) 32
圖 2-4:個人電腦使用模型(Model of PC Utilization, MPCU) 33
圖 2-5:科技接受模式的基本架構 34
圖 2-6:整合科技接受模型(UTAUT) 36
圖 2-7:多層次資訊系統抗拒模型 57
圖 2-8:Kim & Kankanhalli (2009)整合模型框架 61
圖 2-9整合式抗拒模型的假說驗證結果 65
圖 3-1:假說構面與模型 68
圖 4-1:假說檢定的結果 93

表目錄
表 2-1:公平理論的產出、投入減少與增加可能事件範例 38
表 2-2:Lapointe & Rivard (2005)訪談個案基本資料 47
表 4-1:受測者性別 82
表 4-2:受測者學歷 83
表 4-3:受測者年齡 83
表 4-4:受測者任職服務的單位組織類型 84
表 4-5:受測者是否有繼續使用工務報修系統 84
表 4-6:問項之因素負荷量表 86
表 4-7:信度與萃取變異量 87
表 4-8:變數特徵與相關矩陣 88
表 4-9:第一部份檢定結果 89
表 4-10:第二部份檢定結果 90
表 4-11:第三部份檢定結果 91
表 4-12:第四部份檢定結果 92
表 4-13:在SPSS中藉由迴歸分析進行檢定的結果 92
表 4-14:同僚贊同的意見對於使用者抗拒的影響 95
表 4-15:加入轉換成本後對於使用者抗拒的影響 96
表 5-1:本研究假說驗證結果整理 97
參考文獻 參考文獻

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