系統識別號 | U0002-0606201121572700 |
---|---|
DOI | 10.6846/TKU.2011.00174 |
論文名稱(中文) | 公部門資訊系統導入使用者抗拒之研究 |
論文名稱(英文) | A Study on the User Resistance of Information Systems Implementation in Public Sector |
第三語言論文名稱 | |
校院名稱 | 淡江大學 |
系所名稱(中文) | 資訊管理學系碩士班 |
系所名稱(英文) | Department of Information Management |
外國學位學校名稱 | |
外國學位學院名稱 | |
外國學位研究所名稱 | |
學年度 | 99 |
學期 | 2 |
出版年 | 100 |
研究生(中文) | 洪浩雲 |
研究生(英文) | Hao-Yun Hung |
學號 | 697630068 |
學位類別 | 碩士 |
語言別 | 繁體中文 |
第二語言別 | |
口試日期 | 2011-05-28 |
論文頁數 | 114頁 |
口試委員 |
指導教授
-
吳錦波(jpwu@mail.im.tku.edu.tw)
委員 - 莊雅茹 委員 - 陳穆臻 委員 - 楊明玉 委員 - 游佳萍 |
關鍵字(中) |
使用者抗拒 公部門 政府 |
關鍵字(英) |
User Resistance Public Sectors |
第三語言關鍵字 | |
學科別分類 | |
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. |
第三語言摘要 | |
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 一、中文部份 [1]劉月純、楊建民,〈探討影響手段在資訊系統導入抗拒之應用-以公部門為例〉,資訊管理學術與實務研討會,頁350-359,景文技術學院,2007。 [2]吳明隆,《SPSS問卷統計分析實務》,台北市: 五南圖書出版,2008。 [3]吳萬益、林清河,《行銷研究》,台北: 華泰書局,2002。 [4]楊少強、邱碧玲,〈台灣債淹腳目〉,商業周刊,第1136期,2009。 [5]行政院主計處,〈電腦效率查核報告:政府機關電腦應用概況〉,網址: http://www.dgbas.gov.tw/ct.asp?xItem=326&CtNode=393&mp=1,上網日期:2011年3月1日。 [6]行政院研究發展考核委員會,〈電子治理〉,網址:http://www.rdec.gov.tw/np.asp?ctNode=13056&mp=100,上網日期:2011年5月9日。 [7]財政部,〈最新國債訊息〉,網址:http://www.mof.gov.tw/mp.asp?mp=1,上網日期:2011年5月9日。 二、英文部份 [1]Adams, J. S.,”Towards an understanding of inequity,” Journal of Abnormal and Social Psychology, 67(5), pp. 422-436, 1963. [2]Adams, J. S.,”Inequity in social exchange,” Advances in Experimental Social Psychology, 2, pp. pp. 267-299, 1966. [3]Ajzen, I.,”The theory of planned behavior,” Organizational Behavior and Human Decision Processes, 50(2), pp. 179-211, 1991. [4]Ajzen, I.,”Perceived behavioral control, self-efficacy, locus of control, and the theory of planned Behavior,” Journal of Applied Social Psychology, 32(4), pp. 665-683, 2002. [5]Bandura, A., Exercise of personal and collective efficacy in changing societies. Cambridge Univ Pr., 1995. [6]Baron, R. M., & Kenny, D. A.,”The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations,” Journal of Personality and Social Psychology, 51(6), pp. 1173, 1986. [7]Beaudry, A., & Pinsonneault, A.,”Understanding user responses to information technology: A coping model of user adaptation,” MIS Quarterly, 29(3), pp. 493-524, 2005. [8]Bovey, W. H., & Hede, A., “Resistance to organisational change: The role of defence mechanisms. Journal of Managerial Psychology, 16(7), pp. 534-548, 2001. [9]Brown, M., & Brudney, J., “Achieving advanced electronic government services: An examination of obstacles and implications from an international perspective,” National Public Management Research Conference, Bloomington, IN, 2001. [10]Brown, S. A., & Venkatesh, V.,”A model of adoption of technology in the household: A baseline model test and extension incorporating household life cycle,” Management Information Systems Quarterly, 29(3), pp. 4, 2005. [11]Chen, P. Y., & Hitt, L. M., “Measuring switching costs and the determinants of customer retention in internet-enabled businesses: A study of the online brokerage industry,” Information Systems Research, 13(3), pp. 255-274, 2003. [12]Compeau, D., Higgins, C. A., & Huff, S., “Social cognitive theory and individual reactions to computing technology: A longitudinal study,” MIS Quarterly, 23(2), pp. 145-158, 1999. [13]Dada, D., “The failure of e-government in developing countries: A literature review,” The Electronic Journal of Information Systems in Developing Countries, 26(1), pp. 1-10, 2006. [14]Davis, F. D., “Perceived usefulness, perceived ease of use, and user acceptance of information technology,” MIS Quarterly, 13(3), pp. 319-340, 1989. [15]DeSanctis, G., & Courtney, J. F., “Toward friendly user MIS implementation,” Communications of the ACM, 26(10), pp. 732-738, 1983. [16]Ebbers, W. E., & Van Dijk, J. A. G. M., “Resistance and support to electronic government, building a model of innovation,” Government Information Quarterly, 24(3), pp. 554-575, 2007. [17]Fishbein, M., & Ajzen, I., Belief, attitude, intention and behavior: An introduction to theory and research. Addison-Wesley Reading, MA. 1975. [18]Fornell, C., & Larcker, D. F., “Evaluating structural equation models with unobservable variables and measurement error,” Journal of Marketing Research, 18(1), pp. 39-50, 1981. [19]Greenberg, J., & Ornstein, S., High status job title compensation for underpayment: A test of equity theory,” Journal of Applied Psychology, 68(2), pp. 285, 1983. [20]Hair, J. F., Anderson, R. E., Tatham, R. L., Babin, B. J., & Black, W. C., Multivariate data analysis prentice. New Jersey: Hall Englewood Cliffs., 2006. [21]Halchin, L. E., “Electronic government: Government capability and terrorist resource,” Government Information Quarterly, 21(4), pp. 406-419, 2004. [22]Heeks, R., Most e-government-for-development projects fail: How can risks be reduced? Institute for Development Policy and Management, University of Manchester., 2003. [23]Hirschheim, R., & Newman, M., “Information systems and user resistance: Theory and practice,” The Computer Journal, 31(5), pp. 398, 1988. [24]Hodgson, L., & Aiken, P., “Organizational change enabled by the mandated implementation of new information systems technology: A modified technology acceptance model,” Proceedings of the 1998 ACM SIGCPR Conference on Computer Personnel Research, pp. 205-213, 1998. [25]Inder, B., & O'Brien, T., “The endowment effect and the role of uncertainty,” Bulletin of Economic Research, 55(3), 289-301, 2003. [26]Ittoolbox., ERP implementation survey. http://erp.ittoolbox.com/, accessed 2009/3/1. [27]Jiang, J. J., Muhanna, W. A., & Klein, G., “User resistance and strategies for promoting acceptance across system types,” Information & Management, 37(1), pp. 25-36, 2000. [28]Jones, M. A., Mothersbaugh, D. L., & Beatty, S. E., “Switching barriers and repurchase intentions in services,” Journal of Retailing, 76(2), pp. 259-274, 2000. [29]Joshi, K., “A model of users' perspective on change: The case of information systems technology implementation,” MIS Quarterly, 15(2), pp. 229-242, 1991. [30]Joshi, K., “Understanding user resistance and acceptance during the implementation of an order management system: A case study using the equity implementation model,” Journal of Information Technology Case and Application Research, 7(1), pp. 6-20, 2005. [31]Kahneman, D., & Tversky, A., “Prospect theory: An analysis of decision under risk,” Econometrica: Journal of the Econometric Society, 47(2), pp. 263-291, 1979. [32]Kim, H. W., & Kankanhalli, A., “Investigating user resistance to information systems implementation: A status quo bias perspective,” MIS Quarterly, 33(3), pp. 567-582, 2009. [33]Kim, H. W., & Pan, S. L., “Towards a process model of information systems implementation: The case of customer relationship management (CRM),” ACM SIGMIS Database, 37(1), pp. 59-76, 2006. [34]Krovi, R., “Identifying the causes of resistance to IS implementation:: A change theory perspective,” Information & Management, 25(6), pp. 327-335, 1993. [35]Lapointe, L., & Rivard, S., “A triple take on information system implementation,” Organization Science, 18(1), pp. 89, 2007. [36]Lapointe, L., & Suzanne, R., “A multilevel model of resistance to information technology implementation,” MIS Quarterly, 29(3), pp. 461-491, 2005. [37]Lewis, W., Agarwal, R., & Sambamurthy, V., “Sources of influence on beliefs about information technology use: An empirical study of knowledge workers,” MIS Quarterly, 27(4), pp. 657-678, 2003. [38]Lucas, H. C., Implementation: The key to successful information systems. Columbia Univ Pr., 1981. [39]Marakas, G., & Hornik, S., “Passive resistance misuse: Overt support and covert recalcitrance in IS implementation,” European Journal of Information Systems, 5(3), pp. 208-219, 1996. [40]Markus, M. L., “Power, politics, and MIS implementation,” Communications of the ACM, 26(6), pp. 430-444, 1983. [41]Martinko, M. J., “An attributional explanation of individual resistance to the introduction of information technologies in the workplace,” Behaviour and Information Technology, 15(5), pp. 313-330, 1996. [42]Massey, A. P., Montoya-Weiss, M. M., & Brown, S. A., “Reaping the benefits of innovative IT: The long and winding road,” Engineering Management, IEEE Transactions on, 48(3), pp. 348-357, 2001. [43]Mathieson, K., “Predicting user intentions: Comparing the technology acceptance model with the theory of planned behavior,” Information Systems Research, 2(3), pp. 173-191, 1991. [44]Mathieson, K., Peacock, E., & Chin, W. W., “Extending the technology acceptance model: The influence of perceived user resources,” ACM SIGMIS Database, 32(3), pp. 86-112, 2001. [45]Means, G., Schneider, D. M., & James, J., Metacapitalism: The e-business revolution and the design of 21st-century companies and markets. John Wiley & Sons, Inc., 2000. [46]Moore, G. C., & Benbasat, I., “Development of an instrument to measure the perceptions of adopting an information technology innovation,” Information Systems Research, 2(3), pp. 192-222, 1991. [47]Nunnally, J. C., Psychometric theory. New York: McGraw Hill, 1978. [48]Pratto, F., Tatar, D. G., & Conway‐Lanz, S., “Who gets what and why: Determinants of social allocations,” Political Psychology, 20(1), pp. 127-150, 1999. [49]PRICE, K., “Attempting to model what cannot be modelled? A review of the literature on user resistance to IS implementation,” ISChannel - the Information Systems Student Journal, 1(1), pp. 23-26, 2006. [50]Purvis, R. L., Sambamurthy, V., & Zmud, R. W., “The assimilation of knowledge platforms in organizations: An empirical investigation,” Organization Science, 12(2), pp. 117-135, 2001. [51]Rai, A., Lang, S. S., & Welker, R. B., “Assessing the validity of IS success models: An empirical test and theoretical analysis,” Information Systems Research, 13(1), pp. 50, 2002. [52]Robbins-Gioia, L., ERP survey results point to need for higher implementation success. Robbins-Gioia Press, 2006. [53]Saga, V. L., & Zmud, R. W., “The nature and determinants of IT acceptance, routinization, and infusion,” Proceedings of the IFIP TC8 Working Conference on Diffusion, Transfer and Implementation of Information Technology, pp. 67-86, 1994. [54]Samuelson, W., & Zeckhauser, R., “Status quo bias in decision making,” Journal of Risk and Uncertainty, 1(1), pp. 7-59, 1988. [55]Sirdeshmukh, D., Singh, J., & Sabol, B., ”Consumer trust, value, and loyalty in relational exchanges,” The Journal of Marketing, 66(1), pp. 15-37, 2002. [56]Srinivasan, A., “Alternative measures of system effectiveness: Associations and implications,” MIS Quarterly, 9(3), pp. 243-253, 1985. [57]Szeremeta, J., “Benchmarking e-government: A global perspective,” INTERNATIONAL CONGRESS ON GOVERNMENT ON LINE, 2002. Retrieved from http://unpan1.un.org/intradoc/groups/public/documents/UN/UNPAN008626.pdf [58]Tait, P., & Vessey, I., “The effect of user involvement on system success: A contingency approach,” MIS Quarterly, 12(1), pp. 91-108, 1988. [59]Taylor, S., & Todd, P. A., “Understanding information technology usage: A test of competing models,” Information Systems Research, 6(2), pp. 144-176, 1995. [60]Teo, T. S. H., Lim, V. K. G., & Lai, R. Y. C., “Intrinsic and extrinsic motivation in internet usage,” Omega, 27(1), pp.25-37, 1999. [61]The World Bank Group, Definition of E-government. Retrieved 9, May, 2011, from http://go.worldbank.org/M1JHE0Z280. [62]Thompson, R. L., Higgins, C. A., & Howell, J. M., ”Personal computing: Toward a conceptual model of utilization,” MIS Quarterly, 15(1), pp. 125-143, 1991. [63]Tungching, L., “An integrated model for user resistance to information system-the taiwan case,” Journal of Information Technology Management, 5(3), pp. 47, 1994. [64]Venkatesh, V., & Davis, F. D., “A theoretical extension of the technology acceptance model: Four longitudinal field studies,” Management Science, 46(2), pp. 186-204, 2000. [65]Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D., “User acceptance of information technology: Toward a unified view,” MIS Quarterly, 27(3), pp. 425-478, 2003. [66]Vorvoreanu, M., & Botan, C. H, “Examining electronic surveillance in the workplace: A review of theoretical perspectives and research findings,” The Conference of the International Communication Association, pp. 1-28, 2000. [67]Whitten, D., & Wakefield, R. L., “Measuring switching costs in IT outsourcing services,” The Journal of Strategic Information Systems, 15(3), pp. 219-248, 2006. [68]Yildiz, M., “E-government research: Reviewing the literature, limitations, and ways forward,” Government Information Quarterly, 24(3), pp. 646-665, 2007. [69]Zhang, J., Pantula, S. G., & Boos, D. D., “Robust methods for testing the pattern of a single covariance matrix,” Biometrika, 78(4), pp. 787, 1991. |
論文全文使用權限 |
如有問題,歡迎洽詢!
圖書館數位資訊組 (02)2621-5656 轉 2487 或 來信