使用者參與對於商業智慧系統使用行為與滿意度之影響

The Role of User Participation on the Usage Behavior and User Satisfaction of Business Intelligence Systems: An Empirical Study

商業智慧系統是一種特殊資訊系統，企業導入商業智慧系統的關鍵成功因素之一是使用者參與專案過程。然而，目前研究缺少瞭解使用者參與程度對於商業智慧系系統成功模式，探討使用者參與程度對於商業智慧系統品質、資訊品質、服務品質、使用行為與滿意度的影響。研究樣本乃取自269位有導入商業智慧系統的企業員工，以部份最小平方法 （Partial Least Squares, PLS） 進行假說檢定。研究結果顯示：（1） 使用者參與對於商業智慧系統之系統品質、資訊品質、服務品質及滿意度有顯著正向影響；（2） 使用者參與對於商業智慧系統之系統使用行為沒有直接影響，但是會透過系統品質和資訊品質間接影響系統使用行為；（3） 商業智慧系統之系統品質、服務品質及使用行為對使用者滿意度有顯著正向影響；（4） 商業智慧系統之系統品質及資訊品質對使用行為有顯著正向影響。研究結果證實使用者參與構面對於商業智慧系統實施成功具有關鍵影響。最後，根據研究結果提出學術及實務意涵。

A business intelligence system (BIS) is a specific information system in which one of its key factors, user participation in a project, determines its capacity to be implemented successfully by an enterprise. However, previous BIS studies do not reflect the user’s perspective and are not supported by empirical evidence. Consequently, this study integrates user participation with DeLone and McLean’s information systems success model to construct a model for investigating the effect of user participation on BIS use and system quality, information quality, service quality, and user satisfaction. In the study, questionnaires were distributed to employees whose enterprises have been directed to implement the BIS; 269 valid questionnaires were received for analysis via partial least squares (PLS) methods. The results indicated that (1) user participation significantly affects system quality, information quality, service quality, and user satisfaction, based on their relative importance; (2) user participation does not affect BIS use directly; however, it does indirectly affect BIS use through system quality and information quality; (3) system quality, service quality, and BIS use significantly affect user satisfaction; and (4) system quality and information quality significantly affect BIS use. The results underline the importance of user participation in BIS success. Finally, based on the findings of the present study, theoretical and practical implications are presented.