運用修正版Delone and Mclean資訊系統成功模式探討影響行動輔修系統使用者滿意度之關鍵因素

Applying the Modified Delone & Mclean IS Success Model to Investigate the Critical Factors Affecting the User's Satisfaction of Mobile Dispatch Access System

本研究以DeLone and McLean資訊系統成功模式與資訊科技接受行為相關理論作為理論基礎，加入工作成就感構面，並以電信公司維修人員為研究對象，探討電信公司導入行動輔修系統成功因素。研究結果顯示行動輔修系統之內容品質與系統品質顯著地影響使用者的認知有用性，認知有用性亦被證實會顯著地影響使用者的使用行為，並進而影響使用滿意度。研究結果亦顯示主觀規範會透過行動輔修使用者之認知有用性，直接及間接的影響使用者之使用行為。使用行為會直接影響使用滿意度，並會間接的透過工作成就感影響使用滿意度。好的系統品質及內容品質是行動輔修系統成功的關鍵因素。善用同僚的影響力及提升使用者的工作成就感，更為使用滿意度的重要因素。

Based on the theoretical foundation of DeLone and McLean IS Success Model and Information Technology Acceptance Behavior, this study explores factors that determine the success of a mobile dispatch access system. Test result analysis shows that system quality and content quality consists the key success factors of a mobile dispatch access system. Data analysis shows that subjective norms as well as system quality and content quality of the system have a positive effect on perceived usefulness, which influences user's behavior positively. In turn, user’s behavior has a positive impact on sense of accomplishment and user's satisfaction. The higher the sense of accomplishment associated with higher user's satisfaction.