臺灣博碩士論文加值系統

本研究以DeLone and McLean(2003)的資訊系統成功模型及Davis(1986)所發展的技術接受模型為基礎，透過相關文獻探討，發展出知識管理系統成功模型本研究以台灣服務產業、金融產業、製造產業中推動知識管理系統知名企業的1650位員工為研究對象，運用結構方程模式驗證實證資料與理論模型之契合度以及所提出之假說，研究結果發現：
一、根據知識管理系統特殊之環境系絡，本研究提出三群決定系統使用意圖以及系統成功因素：知覺品質因素(系統品質、資訊品質、服務品質)、社會系絡因素(信任、社會規範)、個人動機因素(有用性認知、愉悅性認知)。
二、以算計為基礎的信任、以制度為基礎的信任、以知識為基礎的信任為組成人際信任的三個構面，對於信任之形成均具顯著正向影響。其中以算計為基礎的信任最具影響力，其次為以制度為基礎的信任，以知識為基礎的信任影響則居末。
三、本研究所提出之知識管理系統成功模型經過三大產業之整合資料與個別產業之獨立資料進行實證資料檢測，發現無論是個別的產業或整體產業，均達到可接受之標準值，顯示模型契合度良好。其中以整體產業以及金融業的契合度尤佳。
四、本研究所提出之研究假說梘關統計驗證後，證實在三大產業整合資料均成立，顯示本模型在台灣整體產業環境之應用具極佳穏健性。在知識管理系統的使用意圖方面，本研究所提出的三群決定因素經實證資料驗證後，確實對於系統的使用意圖有顯著的影響。而本研究亦證實此三群因素彼此間具有互動影響關係，其中社會系絡因素在知覺品質因素與個人動機因素之間扮演著重要的中介角色。
五、在使用意圖的直接影響因素方面，有用性認知對於使用意圖的影響最大，主觀規範次之，愉悅性認知居末。這個結果也與歷來學者的研究結論一致(Davis et al., 1992;Igbaria et al., 1996;Teo et al., 1999;Teo, 2001)。
六、在個人動機方面，本研究證實了主觀規範(社會系絡因素)確實對於有用性認知與愉悅性認知有顯著正向影響，這個結果印證了自我決定理論(Ryan and Deci, 2000)之論點：個人的動機並非是僵固不移的，而是可以使用社會文化的影響以轉化其動機之因果路徑。此外，本研究也證實了知覺品質因素與社會系絡因素兩者對於個人動機因素具均有直接與間接的影響關係，因此本研究成功地將Davis et al. (1992)所提出之修正後TAM與Igbaria et al. (1996)所提出的動機模式整合在一起。
七、在社會系絡因素方面，本研究進一步證實人際間的信任對於群體的主觀規範具有顯著的影響。此外，信任也對知識管理系統的資訊品質(知識品質)具有顯著的影響。由此可見，人際間的信任對於知覺品質因素與個人動機因素乃是相當重要的中介角色。
八、本研究針對整體三大產業與個別產業詳細分析直接效果與間接效果，探討構念的直接影響與間接影響之前因變項的影響力順序，並彙整歸納分析結果加以比較，使得學術界與產業界易於理解產業背景與特色以及推行實務時應採取的優先方案。
九、經過整體三大產業與個別產業的樣本資料進行結構方程模型實證分析之後，本研究之研究模型在模型契合度方面均優於D&M資訊系統成功模型(DeLone and McLean, 2003)及修正後TAM(Davis et al., 1992)。
本研究強調知識管理系統除了需要重視系統的三種知覺品質之外，與一般傳統資訊系統相較之下，更須著重社會系絡因素與個人動機因素，如此方能有效促進系統的成功。研究結論除了在理論上對DeLone and McLean(2003)的資訊系統成功模型及Davis(1986)所發展的技術接受模型有進一步的延伸與改良的意涵之外，在實務上欲建置優質的知識管理系統，所需考量整體的攸關策略與方針，本研究對企業經營者也具有啓發的作用。

Based on DeLone and McLean’s (2003) success model of information systems and Davis’s (1986) Technology Accept Model, this research aims to develop the success model of knowledge management systems (KMS) for industries of service, finance and manufacturing in Taiwan. Using the Structural Equation Modeling (SEM), the proposed model is validated through a large-scale survey of private organizations. The conclusions of this dissertation are as follows:
(1) According to KMS’s special context, the research formulates a theoretical model to explain KMS usage by knowledge workers. The model identifies three groups of factors which affect system use intention: perceived quality factors, social context factors and individual motivation factors. These three groups of factors are also determinants of KMS’s success.
(2) All of the three dimensions of trust: calculative-based trust, institution-based trust and knowledge-based trust have significant influences on trust. The most influential dimension is calculative-based trust, followed by institution-based trust, and the last is knowledge-based trust.
(3) According to the statistical results, the proposed success model fits very well for the integrated samples of three industries and samples of individual industry. The integrated model and financial industry model is superior.
(4) The proposed hypotheses are verified by the integrated samples and all proposed hypotheses are hold. The three group determinants are also proved to have significant influences on system use intention, whereas the effects of perceived quality factors on individual motivation factors are mediated by social context factors.
(5) The most determining factors on use intention is perceived usefulness, followed by subjective norm, perceived enjoyment is the last. The results coincide with the researches of Davis et al.(1992), Igbaria et al.(1996), Teo et al.(1999), and Teo( 2001).
(6) Subjective norm also has significant influences on individual motivation factors. Both perceived quality factors and social context factors have the direct and indirect effects on individual motivation factors. According to the truth, we recognize that the model integrates successfully the adjusted TAM formulated by Davis et al.(1992) and the motivation model formulated by Igbaria et al.(1996).
(7) Trust has significant influences on both subjective norm and information quality. According to the truth, we recognize that the effects of perceived quality factors on individual motivation factors are mediated by trust.
(8) According to the statistical results, the dissertation identifies the most determining antecedent of the direct and indirect effects on each constructs in the proposed model to provide theoretical researchers and practical managers with well understandings of the industries’ backgrounds and natures and the priority orders of KMS’s practices.
(9) According to the comparison results of model fit measures, the proposed model fits better than DeLone and McLean’s (2003) success model of information systems and Davis’s (1992) adjusted Technology Accept Model.
In addition to the information systems relational quality, the results of the dissertation concludes that the social context factors and individual motivation factors are very important to the success of the knowledge management systems for enterprises. The research extends both DeLone and McLean’s (2003) success model of information systems and Davis’s (1986) Technology Accept Model, and the insights and guidelines provided by the dissertation can also inform the managers of enterprises about developing the relevant incentive policies and projects.

誌謝…………………………………………………… i
中文摘要……………………………………………… ii
英文摘要……………………………………………… iv
目錄…………………………………………………… vi
圖目錄………………………………………………… vii
表目錄………………………………………………… viii
第一章 緒論…………………………………………… 1
第一節 研究背景……………………………………… 2
第二節 研究動機……………………………………… 3
第三節 研究目的……………………………………… 5
第四節 研究範圍……………………………………… 6
第二章 文獻探討……………………………………… 7
第一節 DeLone and McLean的資訊系統成功模型 7
第二節 理性行動理論(TRA)與技術接受模型(TAM)… 13
第三節 知識管理系統………………………………… 17
第四節 動機因素……………………………………… 27
第五節 主觀規範……………………………………… 35
第六節 信任…………………………………………… 37
第三章 研究模型與方法……………………………… 41
第一節 研究構念與研究模型………………………… 41
第二節 研究假說……………………………………… 48
第三節 研究變數……………………………………… 60
第四節 問卷設計與前測……………………………… 63
第四章 資料分析……………………………………… 65
第一節 樣本基本資料分析…………………………… 65
第二節 知識管理系統之特性分析…………………… 71
第三節 信度與效度分析……………………………… 77
第四節 差異性檢定分析……………………………… 92
第五節 結構模型的檢定分析………………………… 106
第六節 本研究模型與D&M資訊系統成功模型之比較 137
第七節 本研究模型與修正後7$0 之比較……………141
第八節 本研究模型與調整後模型之比較……………145
第五章 結論與建議 ……………………………………155
第一節 研究結果與管理意涵…………………………155
第二節 研究貢獻………………………………………162
第三節 研究限制………………………………………163
第四節 未來研究建議…………………………………164
參考文獻…………………………………………………165
附錄：研究問卷…………………………………………179

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