影響銀行業資料倉儲系統使用者滿意度關鍵因素之研究

Factors Affecting User Satisfaction with Data Warehouse Applications of Taiwanese Banking Industry

本研究主要目的為探討影響國內銀行業資料倉儲系統使用者滿意度的關鍵因素。經由完整文獻探討，本研究推導出研究架構雛形與問卷內容，並經由專家會議以及個案訪談予以修正。再以此修正後問卷，針對國內已建置資料倉儲相關應用的21家銀行進行全面調查，共發放265份問卷，有效回收問卷為110份（回收率為41.51％），填答者主要為資料倉儲相關應用系統的使用者。所蒐集資料採複迴歸技術加以分析，研究發現任務標準化、高階主管支持、使用者訓練以及任務困難度為影響資料倉儲系統使用者滿意度的關鍵因素。本研究結果不僅可提供銀行業導入資料倉儲決策時的重要參考，同時亦可作為改進現有資料倉儲相關應用系統使用成效的依據。

The purpose of this study is to investigate critical factors affecting users’ satisfaction with data warehouse applications. A research framework was proposed based on the results of literature reviews. Then, two rounds of expert panels and an in-depth case study were conducted to validate this framework and its corresponding questionnaire. The survey methodology was used with subjects being end-users of data warehouse applications of twenty-one domestic banks in Taiwan. A total of 265 questionnaires were mailed and 110 valid questionnaires were obtained with a 41.51% response rate. Respondents were all data warehouse related applications; users. Through the analysis of multiple regression technique four critical factors ( including task standardization, top management support, user training, and task difficulty) affecting user satisfaction with data warehouse were identified. These factors do not only provide a good reference for banks that plan to implement data warehouse applications but also contribute to formulate appropriate strategies for improving users’ satisfaction in using data warehouse applications