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研究生:阮月如
研究生(外文):JUAN,YUEH-JU
論文名稱:電子化政府資訊系統效能實徵研究
論文名稱(外文):An Empirical Study of the Electronic Government Information System Performance
指導教授:黃正魁黃正魁引用關係
口試委員:高世州楊溥泰
口試日期:2021-05-05
學位類別:碩士
校院名稱:國立中正大學
系所名稱:企業管理學系碩士在職專班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2021
畢業學年度:109
語文別:中文
論文頁數:80
中文關鍵詞:電子化政府信任品質使用者滿意度資訊系統成功模式
外文關鍵詞:e-governmentTrustQualityUser satisfactionIS success model
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我國推動電子化政府迄今已20餘年,至今不論在政府資訊通信基礎建設或應用服務方面,都已顯現成果,國際間電子化政府的評比顯示,我國電子化政府的發展已逐漸臻於世界先進國家水準。歷年來民眾對政府機關服務品質滿意度調查,戶政機關皆名列前茅,為了政府服務通路的多元化及民眾對服務品質殷切的期盼,嘉義市政府戶政線上申辦系統運應而生。本研究之目的,即在探討該資訊系統之效能、整體滿意度情形,以對電子化政府的整體信任認知及資訊系統成功模型為主的研究架構,採問卷調查方式探討。
經統計分析結果顯示,「對政府的信任」、「對科技的信任」、「對嘉義市政府戶政線上申辦系統的信任」、「資訊品質」、「系統品質」、「服務品質」對「使用者滿意度」有正向相關,嘉義市政府戶政線上申辦系統讓使用者感到值得信任、容易使用、符合需求、滿意,系統確實為市民所需要的。
市民對於嘉義市政府戶政線上申辦系統之使用滿意度依其影響程度高低分別為:「服務品質」、「資訊品質」及「系統品質」,因此,優化系統提升資訊品質及系統品質,以提高系統易用性,將有助於增加民眾的使用意願及使用滿意度,可作為將來系統更新首要應改善之面向,研究結果並可作為電子化政府精進線上申辦系統實施效益之參考。
關鍵字:電子化政府、信任、品質、使用者滿意度、資訊系統成功模式
Taiwan has been promoting e-government over the past two decades. It has achieved positive results on both government infocomm infrastructure and application services. According to the rating of e-government around the world, the development of Taiwan e-government is polished enough to compare to developed countries. Household Registration Authority is always on the top when conducting satisfaction surveys of service quality of government authorities. To develop diversified access of government services and to respond to people’s expectations, the online services of Chiayi Household Registration Authority was born. The purpose of this study is to discuss the performance of this online system and people’s satisfaction level, by building a structure of complete trust and cognition of e-government and successful model of information system; the study, therefore, conducted a survey to collect data.
Based on the analysis of this research, “user’s satisfaction” is positively related to “trust to the government”, “trust to technology”, “trust to the online services of Chiayi Household Registration Authority”, “quality of information”, “quality of the system”, and “quality of services.” The study is able to conclude that the online services of Chiayi Household Registration Authority is trust-worthy, easy to use, and responding to the needs of Chiayi City citizens.
The factors deciding citizen’s satisfaction level of online services of Chiayi Household Registration Authority are concluded to be “quality of service”, “quality of information”, and “quality of the system”. Therefore, optimizing the system by upgrading the quality of information and system to simplify the system, will encourage citizens to use the online services and to improve their satisfaction level. Government authority could include the findings of this study to improve its online services and system updating process.
Keywords: e-government, Trust, Quality, User satisfaction, IS success model
誌謝
摘要
Abstract
目錄
圖目錄
表目錄
第一章 緒論
第一節 研究背景與動機
第二節 研究目的
第三節 研究對象與範圍
第四節 研究流程
第二章 文獻探討
第一節 電子化政府
第二節 信任
第三節 資訊系統成功模型
第四節 使用者滿意度
第三章 研究方法
第一節 研究架構
第二節 研究假說
第三節 問卷設計
第四節 資料分析方法
第四章 資料分析
第一節 問卷發放與回收
第二節 敘述性統計分析
第三節 問卷鑑別度檢定
第四節 因素分析
第五節 信度分析
第六節 迴歸分析
第五章 研究結果與結論
第一節 結論
第二節 管理與實務意涵
第三節 研究限制與未來研究方向
附錄一

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