臺灣博碩士論文加值系統

自從1990年銀行開放民營以來，我國銀行業已進入競爭激烈的微利時代。而在銀行配合政府的規劃下，釵h金融改革的措施陸續施行，以銀行為首的金融控股公司亦相繼成立。然而在進行合併的同時，如何進行不同系統與資料整合的問題，將是銀行面臨的一大挑戰。另一方面，銀行是個資訊密集的產業，如何有效率地運用大量的資料，快速且正確的提供決策資訊讓銀行決策者作出最佳的決策，以能即時掌握商機，亦是銀行經營的迫切需求。資料倉儲是銀行重要的投資項目之一，銀行高階主管莫不希望能夠了解資訊倉儲之發展是否成央A是否滿足使用者之需求，那些因素會影響資料倉儲使用者滿意度。然而國內外此方面的研究並不多見，因此，本研究之目的即在於：探討影響「資料倉儲使用者滿意度」之關鍵因素並了解目前本國銀行業資料倉儲使用者滿意度現況。研究範圍為本國銀行中有使用資料倉儲之資料倉儲使用者，採用的研究方法為「調查研究法」。
研究結果發現，目前本國銀行業中正式上線使用資料倉儲的銀行有21家，問卷回收率為19.25%，應用的部門較為分散，有CRM、KM、風險管理、信用卡部門、個人金融部門(消費金融)、會計處…等等，使用者則包含了各級專員、各級辦事員、襄理、副理、經理…等，而目前銀行資料倉儲使用者普遍對使用的系統尚未十分滿意，其原因可能在於資料分析模組尚未完整導入所致。而主要影響銀行資料倉儲使用者滿意度的因素包含任務困難度、使用者訓練、高階主管支持及系統弁鉞央C目前已上線使用之銀行可以針對使用者任務之困難程度來改善其所使用之資料倉儲系統，未上線之使用者也可以針對使用者任務特性規劃系統弁遄C本研究的研究成果除了實務上可作為銀行發展資料倉儲的參考之外，在學術上，將了解影響資料倉儲使用者滿意度之關鍵因素，此對於資料倉儲應用的實證研究，亦有具體的貢獻。未來研究則可以針對資料倉儲應用之績效或其他應用領域及產業深入探討。

The purpose of this research project is twofold. The first is to investigate the critical factors that affect the end users’ satisfaction of using data warehouse of Taiwanese banking industry. The second is to measure the status of end users’ satisfaction for data warehouse in the context of banking industry. A research framework was proposed based on the results of literature reviews. Survey methodology was used with subjects being end-users of data warehouse applications for twenty-one Taiwanese banks that have implemented data warehouse. A total of fifty-one valid questionnaires were returned with a 19.25% response rate. Then, factor analysis and multiple regression techniques were used to analyze the collected data.
In summary, the major users of banks’ data warehouse are staffs of customer relationship management (CRM), risk management, credit card departments. Most end-users don’t very satisfy with the current use of data warehouse. A possible explanation may be that the development of data warehouse of Taiwanese banks is still in its early stage and it can’t provide full-scale functionalities to fulfill the needs of end-users. The results of this study also show that task difficult, user training, and system functions are the most significant factors affecting the end-users’ satisfaction with data warehouse of Taiwanese banking industry. In addition, these factors not only provide a good reference for banks that want to adopt or implement the applications of data warehouse, but also contribute to other information-intensive industries, such as healthcare, on the study of data warehouse.

目錄
壹、緖論 1
一、研究背景與動機 1
二、研究目的 5
三、研究問題 5
四、研究範圍及對象 5
1.研究範圍 5
2.研究對象 5
3.研究流程 5
貳、文獻探討 8
一、資料倉儲 8
1.定義 8
2.架構 11
3.使用者 16
二、使用者滿意度 17
1.使用者滿意度的衡量 17
2.使用者滿意度之影響因素 21
參、研究方法 25
一、研究架構 25
1.研究架構的推導 25
2.變數定義 27
3.假說 35
二、研究設計 36
1.抽樣設計 36
2.問卷設計與前測、問卷寄發、回收、與催收 37
三、資料分析方法 38
1.工具信效度 38
2.基本資料分析 39
肆、資料分析 41
一、問卷信度與效度分析 41
1.效度分析 41
2.信度分析 43
二、樣本基本資料分析 44
1.人口統計資料分析 44
2.銀行資料倉儲使用者滿意度現況分析 47
三、複迴歸分析 49
1.線性迴歸之基本假設檢定 49
2.假說檢定 52
3.小結 57
伍、結論與建議 59
一、結論 59
1.銀行業使用資料倉儲現況 59
2.任務構面對資料倉儲使用者滿意度之影響 60
3.其他影響因素對資料倉儲使用者滿意度之影響 61
4.結語 61
二、建議 62
1.對銀行業應用資料倉儲系統之建議 62
2.對資料倉儲系統供應商之建議 63
三、研究限制 63
四、未來研究方向 64
參考文獻 66
中文部份 66
英文部分 66
附錄一、研究問卷 70

參考文獻
中文部份
Short，Experience Financial Service-Microsoft Vision，第二屆金融領域經營策略與創新資訊應用高峰論壇，民國94，pp5-2-主講貴賓簡歷-5-2-20。
2004資訊工業年鑑編輯群著，資訊工業年鑑2004，資策會市場中心出版，民國93。
2004資訊服務產業年鑑編輯群著，資訊服務產業年鑑IT Services Industry Yearbook 2004，資策會市場中心出版，民國93。
公開資訊觀測站：http://newmops.tse.com.tw/
童啟晟，資料倉儲的市場發展現況與應用趨勢，資訊工業透析:軟體與應用，民國91年5月，pp.2-18。
童啟晟，我國大型企業資料倉儲市場現況與趨勢，資訊工業透析:軟體與應用，民90年2月，pp. 19-31。
蔡正仁講、周宏明整理，藉由銀行資料倉儲機制建構以顧客為中心的經營模式，電子化企業:經理人報告，30，民國91，pp.73-78。
鄭啟仲，企業導入資料倉儲之研究以銀行業為例，國立中正大學資訊管理研究所碩士論文，民國89。
英文部分
Bailey, J.E., and Pearson, S.W. “Development of a tool for measuring and analyzing computer user satisfaction,” Management Science (29:5), May 1983, pp.530-545.
Chasin, K. “Designing Data Warehouses Using CASE Technology,” Journal of Systems Management(45:5), pp.12-15.
Chaudhuri, S. “An overview of data warehousing and OLAP technology,” ACM SIGMOD Record (26:1), March 1997, pp.65-74.
Chen, L.D., Soliman, K.S., Mao, E., and Frolick, M.N. “Measuring user satisfaction with data warehouses: an exploratory study,” Informaion & Management (37), 2000, pp.103-110.
DeLone, W.H., and McLean, E.R. “Information systems success: the quest for the dependent variable,” Information Systems Research 3(1), 1992, pp.60-95.
DeLone, W.H., and McLean, E.R. “The DeLone and McLean Model of Information Systems Success: A Ten-Year Update,” Journal of Management Information Systems 19(4), Spring 2003, pp.9-30.
Devlin, B.A. and Murphy, P.T. “An architecture for a business and information system,” IBM Systems Journal (27:1), 1988.
Doll, W.H., and Torkzadeh, G. “The measurement of end-user computing satisfaction,” MIS Quarterly, 12(2), 1988, pp.259-174.
Galletta, D.F., and Lederer, A.L. “Some Cautions on the Management of User Satisfaction,” Decision Sciences (20), 1989, pp.419-428.
Gardner, S.R. “Building the data warehouse,” Communications of the ACM (41:9), 1998, pp.52-60.
Glassey, K. “Seducing the end user,” Communications of the ACM (41:9), September 1998, pp.62 – 69.
Gelderman, M. “Task difficulty, task variability and satisfaction with management support systems,” Information & Management (39), 2002, pp.593-604
Goodhue D.L. and Thompson R.L “Task-Technology Fit and Individual Performance,” MIS Quarterly(June), 1995, pp.213-236.
Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C., Multivariate Data Analysis, 5 edition, New Jersey, Prentice-Hall International, Inc., 1998.
Hoven, J.V.D. ”Data warehousing: bringing it all together,” Information Systems Management, Spring 1998, pp.92-95.
Huizingh, E.K.R.E. “Correlates of surrogates for DSS success: an exploratory study,” Proceedings of the 1992 ACM SIGCPR conference on Computer personnel research Publisher: ACM Press, May 1992, pp.161-170.
Hwang, H.G., Ku, C.Y., Yen, D.C., and Chen, C.C. “Critical factors influencing the adoption of data warehouse technology: a study of the banking industry in Taiwan,” Decision Support Systems (37), 2004, pp.1-21.
Iivari, J., An Empirical Test of the DeLone-McLean Model of Information System Success. The DATA BASE for Advances in Information Systems(36), 2005, pp.8-18.
Inmon, W.H., Building the Data Warehouse. John Wiley & Sons, 1996.
Inmon, W.H., Managing the Data Warehouse. John Wiley & Sons, 1997.
Ives, B., Olson, M., and Baroudi, J.J. “The measurement of user information satisfaction,” Communication of the ACM (26:10), October1983, pp.785-793.
Karimi, J. and Somers, T.M., and Gupta Y.P. “Impact of Environmental Uncertainty and Task Characteristics on User Satisfaction with Data,” Information Systems Research (15:2), June 2004, pp.175-193.
Kimball, R., The data warehouse toolkit, John Wiley & Sons, 1996.
Massa, S., and Testa, S. “Data warehouse-in-practice: exploring the function of expectations in organizational outcomes,” Information & Management (42), 2005, pp.709-718.
Mayers, M. “Do you really need a data warehouse ,” Network world (12:51), 1995, p.26.
Murtaza, A. “A framework for developing enterprise data warehouses,” Information systems Management, Fall 1998, pp.21-26.
Quaddus, M.and Intrapairot, A. “Management policies and the diffusion of data warehouse: a case study using system dynamics-based decision support system,” Decision Support Systems, 31(2), June2001, pp. 223-240.
Ross, J.W., Beath, C.M., and Goodhue, D.L. “Develop Long-Term Competitiveness Through IT Assets,” Sloan Management Review (38:1), 1996, pp.31-42.
Saharia, A.N., and Babad, Y.M. “Enhancing data warehouse performance through query caching,” The DATA BASE for Advances in Information Systems (31:3), Summer 2000, pp.43-63.
Shirani, A., Aiken, M., and Reithel, B. “A Model of User Information Satisfaction,” Data Base (25:4), 1994, pp.17-23.
Wanous, J.P. and Lawler, E.E. “Measurement and Meaning of Job Satisfaction,” Journal of Applied Psychology (56), April 1972, pp.95-105.
Watson, H.J. and Haley B.J. “Managerial considerations,” Communication of ACM, 41(9), September 1998, pp.32-37.
Wixom, B.H., and Watson, H.J. “An empirical investagation of the factors affecting data warehousing success,” MIS Quarterly (25:1), 2001, pp.17-41.