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題名 | 終端使用者電腦素養與資訊中心支援服務之實証研究=An Empirical Study of the Relationship between End User Computing Sophistication and Information Center Support Services |
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作者 | 廖則竣; 陶蓓麗; 徐靜婷; Liao, Che-chen; To, Pui-lai; Hsu, Chun-tun; |
期刊 | 管理與系統 |
出版日期 | 20000100 |
卷期 | 7:1 2000.01[民89.01] |
頁次 | 頁41-69 |
分類號 | 312 |
語文 | chi |
關鍵詞 | 終端使用者; 終端使用者自行應用電腦; 資訊中心; 支援服務; 終端使用者滿意度; End user; End-user computing; Information center; Support services; End-user satisfaction; |
中文摘要 | 近十幾年來,「終端使用者自行應用電腦」(end-user computing;EUC)的 蓬勃發展,不但減輕了資訊部門沉重的工作負擔,也使得終端使用者(End User) 可以即時處理其作業上的需求。在「終端使用者自行應用電腦」發展的過程當中, 資訊中心在提供終端使用者自行應用電腦之支援服務方面,扮演著一個相當重要 且積極的角色。本研究主要目的是探討終端使用者電腦素養不同,對資訊中心所 提供支援服務的感受是否會有顯著不同,以及對「終端使用者自行應用電腦」的 滿意度是否也會有顯著差異。本研究採用問卷調查法,問卷是寄給台灣150大企 業的終端使用者,每家寄發4封問卷,回收率為23.5。研究結果顯示國內大企業 「終端使用者自行應用電腦」的情形很普及,大部分都設有專責單位支援,而終 端使用者的電腦能力亦較以往提升。終端使用者普遍認為資訊應用系統發展支援 及後續發展支援方面的服務提供不足,而資訊中心成員的服務品質仍有待努力改 善。研究結果亦顯示,電腦能力較強的終端使用者比電腦能力較弱的終端用者, 感受到較高的支援服務水準,對資訊中心成員的品質與自行應用電腦能力的滿意 度也較高。研究建議,資訊中心應重視終端使用者電腦素養的差異,提供不同的 服務,尤其對電腦能力較弱的終端使用者,應加強基礎服務與溝通。 |
英文摘要 | For the past decade, the rapid growth of end-user computing (EUC) has not only lessened the burden of information systems department but also facilitated a faster response to user requirements. In this context, information centers (IC), which provide end users necessary support services, have been playing an active and important role in the evolution of EUC. The purpose of the study is to investigate how different levels of end users perceive the support services provided by IC. The study also attempts to reveal the differences in end-user satisfaction with EUC between different levels of end users. The survey instrument was mailed to the end users of the largest 150 companies in Taiwan, 4 questionnaires for each company. The response rate is 23.5. Results showed that EUC was popular in Taiwanese Companies. The majority of these companies had established IC and the like to support end users. End users perceived that application development support and post-development support were not enough provided and the service quality of IC staff needed to be improved. Results also indicated that end users with high computer literacy perceived higher support services and had higher satisfaction with the quality ofIC staff and end-user's competence than those with low computer literacy. The study suggests that IC should take account of differences among end users when providing support services. Especially, IC should fulfill the support needs of end users with low computing sophistication and enhance the communication with them. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。