Please use this identifier to cite or link to this item: https://ah.nccu.edu.tw/handle/140.119/125733


Title: 公務人員使用即時通訊軟體LINE的態度與應對行為研究
Attitudes and behaviors toward ";LINE";among public servants
Authors: 劉宏斌
Liu, Hong-Bin
Contributors: 朱斌妤
Chu, Pin-Yu
劉宏斌
Liu, Hong-Bin
Keywords: 即時通訊
態度
計畫行為理論
科技接受模式
多元邏輯迴歸
Instant Messaging
Attitudes
Theory of Planned Behavior
Technology Acceptance Model
Multinomial Logistic Regression
Date: 2019
Issue Date: 2019-09-05 16:48:27 (UTC+8)
Abstract: 隨著資訊與通訊科技的蓬勃發展、數位網路基礎設備的建置,使得公務人員工作資訊交流與傳達的方式也有所改變,如現在公部門多會利用即時通訊軟體”LINE”進行訊息傳遞,有別以往利用書面公文、電子郵件、電話、現場下達的傳統方式。本研究旨在探討公務人員對LINE於公務上使用的正負面態度、在上班時間與非上班時間的應對行為情形、又其態度是否會影響其應對行為。
檢閱即時通訊軟體使用行為的相關文獻,其前提多以使用者具有個人自主選擇的行為意圖,進而預測、解釋其實際行為,惟在公務人員使用LINE的公務用途時,因機關經常使用的公務文化下,難以分辨行為是否仍具有自主性,故不採用計畫行為理論與科技接受模式作為研究架構,而係參考相關研究發現,建立較適用於公部門的研究假設。
本研究以臺北市12個區公所的編制公務人員為研究範圍,並採問卷調查法,以非隨機抽樣方式進行,發放360份問卷,回收305份,有效問卷為301份。統計方法採描述性統計、卡方獨立性檢定與多元邏輯迴歸分析。
主要研究發現為:(1)公務機關不分時段都高度依賴即時通訊軟體進行溝通、聯繫等公務行為、(2)面對長官的回應行為相較同事或下屬時來得積極、(3)回應1對1聊天室發訊相較群組發訊來得積極、(4)正、負面態度會影響上班時間公務使用LINE的應對行為、(5)正面態度會影響非上班時間於部分情況(長官1對1發訊、同事或下屬群組發訊)公務使用LINE的應對行為、(6)負面態度對非上班時間公務使用LINE的應對行為無顯著影響、(7)非上班時間的應對行為與公務人員的「婚姻狀況」有關,與「服務單位」和「年齡」無關。
本研究的實務建議為(1)修正與落實人事差勤管理相關制度規範、(2)提供公務專用行動智慧裝置並建立公務用帳號、(3)仍應正視即時通訊或工作協作軟體的公務需求與資安疑慮、(4)管理上避免公私不分或過度使用LINE,並定位為即時性、輔助性的通訊工具為宜。
With the rapid development of information and communication technology and the establishment of digital network infrastructure equipment, the way of information exchange and communication between public servants has also changed. For example, the public sector uses the instant messaging software “LINE” for message delivery, which is different from the traditional way. The purpose of this study is to investigate the positive and negative attitudes of public servants on LINE's use of official duties, how to respond to working & non-working hours, and whether their attitudes will affect the coping behavior.
The survey focuses on the public servants in the 12 districts of Taipei City. 360 copies of questionnaires (non-probability sampling) are distributed and 305 copies returned, with 301 valid responses. Statistical methods include descriptive statistics, chi-square tests, and multinomial logistic regression analysis.
Through data analysis, there are seven key research findings: 1) The public agencies are highly dependent on instant messaging for communication, contact and other official duties. 2) The response to the chief is more positive than colleagues or subordinates. 3) Responding to a private chat room is more positive than a group call. 4) Positive and negative attitudes will affect the response behavior of LINE during working hours. 5) Positive attitudes will affect the response behavior of LINE during non-working hours in some cases (chief private talk; colleagues or subordinate group communication). 6) Negative attitudes have no significant effect on the response behavior of LINE during non-working hours. 7) Non-working hours response behavior is related to the “marital status” of public servants and has nothing to do with “service unit” and “age”.
The pragmatic suggestions of my thesis are: 1) Amending and implementing the rules for personnel management. 2) Providing official intelligence devices and establishing official account. 3) It is still advisable to face up to the official needs of the instant messaging or work collaboration software and the security concerns. 4) To avoid workweek creep or excessive use of LINE, and positioning as an instant and auxiliary communication tool.
Reference: 國內文獻
朱斌妤、黃仟文、翁少白(2008)。以科技接受模式探討即時交通資訊系統之使用意願。電子商務學報,10(1),173-200。doi:10.6188/jeb.2008.10(1).04
吳中傑(2014)。部屬篇》下班被狂cue 怎麼回老闆才放過我?。 商業周刊,1399期。2014-09-08,取自:商業周刊知識庫。
吳淑文(2014)。幼兒園教師與家長應用即時通訊軟體溝通經驗之探討。國立嘉義大學碩士學位論文,未出版,嘉義。
吳智鴻、蔡依錞(2014)。以科技接受模式來探討社群網站Facebook的使用意圖。國立臺灣科技大學人文社會學報,10(1),29-44。
吳紫誠(2009)。即時通訊使用與組織溝通及線上領導效能相關性之研究-以MSN Messenger為例。淡江大學全球華商經營管理數位學習碩士在職專班碩士學位論文,未出版,新北。
宋曉玫(2011)。以科技接受模式探討中高齡者使用網路即時通訊軟體之意圖與行為。國立臺灣師範大學碩士學位論文,未出版,台北。
李若沂(2016)。國中小教師LINE使用行為對工作壓力與工作滿意度影響之研究。中華大學科技管理學系碩士學位論文,中華大學,新竹。
邱顯貴(2008)。影響使用即時通訊軟體行為意圖之研究。中央警察大學「資訊、科技與社會」學報,8(1),1-19。
凃保民、黃月琴(2017)。行動即時通訊 (LINE) 與親師溝通-探究影響教師接受之正,負向影響因子。資訊社會研究(33),115-146。
凃保民、顏春枝(2017)。即時通訊軟體與行政溝通: 以台南市學校行政人員採用 Line 為例。康大學報(7),83-98。
紀乃文、蔡宜衿(2018)。主管下班別LINE我:探討下班後用通訊軟體交辦困難工作對員工後續負向心情、壓力狀態及任務績效的影響:領導成員交換關係與員工親和性特質的干擾效果。管理學報,35(3),307-331。doi:10.6504/jmbr.201809_35(3).0002
翁振銘、王舒民、林娟娟(2010)。影響行動即時通訊服務採用行為因素之研究。Electronic Commerce Studies, 8(4), 521-544. doi:10.29767/ecs.201012.0005
張鈞垣(2005)。影響組織內工作者採用即時通訊軟體因素之研究。國立中正大學碩士學位論文,未出版,嘉義。
張鐙文(2009)。我國地方行政主管對電子化參與之認知與行為:計畫行為理論觀點的檢證。世新大學行政管理學研究所碩士學位論文,未出版,臺北。
莊文彬(2016)。國際即時通訊軟體使用行為意向研究-以LINE 、 FB Messenger為例。文藻外語大學國際事業暨文化交流研究所碩士學位論文,未出版,高雄。
許欽嘉、鄭春蘭、林瑾宜、高藜分、謝淑雅(2005)。即時通訊之服務品質與使用者滿意度關係之研究-以臺灣地區為例。管理科學與統計決策,2(2),7-27。
陳佳音(2015)。中高齡者使用通訊軟體 LINE 行為意向之探究。南開科技大學碩士學位論文,未出版,南投。
陳禹辰、尚榮安、何照義、謝素娟(2008)。公用服務事業員工的e化科技接受意圖:以TAM與TTF探討。電子商務學報,10(1),305-327。doi:10.6188/jeb.2008.10(1).10
陳美樺(2016)。以TAM (科技接受模式) 探討國小教師及國小高年級學童使用即時通訊軟體之研究。南華大學資訊管理學系碩士學位論文,未出版,嘉義。
陳淑鳳(2001)。電子化政府下國稅稽徵人員資訊科技接受行為模式之研究。國立中山大學公共事務管理研究所碩士學位論文,未出版,高雄。
陳詩盈(2015)。即時通訊軟體LINE的應用偏好度對組織溝通效能及團隊凝聚力之影響-以工作壓力為調節變項。國立中央大學人力資源管理研究所碩士在職專班碩士學位論文,未出版,桃園。
陳叡智、包文凱(2007)。政府機關導入資訊系統成效之研究-以國稅局稅務平台系統為例。中原企管評論,5(2),73-95。doi:10.30104/cymr.200712.0004
曾如瑩(2014)。Line時代溝通必勝手冊。 商業周刊,1399期。2014-09-08,取自:商業周刊知識庫。
曾如瑩(2014)。主管篇》員工什麼都要Line 如何不被小事纏身?。 商業周刊,1399期。2014-09-08,取自:商業周刊知識庫。
黃凡起(2014)。探討我國公務人員使用政府Facebook粉絲專頁之研究。國立中興大學國家政策與公共事務研究所碩士學位論文,未出版,南投。
黃日鉦、林承賢(2013)。以計畫行為理論探討縮短數位落差之持續使用行為。商略學報,5(1),57-78。
黃東益(2017)。資訊通訊科技驅動治理轉型? 趨勢與研究議題。文官制度季刊,9(3),1-25。
溫典寰(2005)。〈即時通訊不同市場需求的功能差異與滿意度:以MSN Messenger與Yahoo奇摩Messenger為例〉,《。網路社會學通訊期刊》,第45期。。取自http://mail.nhu.edu.tw/~society/e-j/45/45-03.htm。
葉穎蓉、羅詩瑋、許瑋筠、李函俞(2013)。整合式行動通訊裝置對員工工作生活品質的影響。行政院國家科學委員會專題研究計畫期末報告,台灣科技大學企業管理系,台北。
鄒佳宏(2012)。我國官僚經營線上公共論壇之影響因素研究:計畫行為理論觀點。國立中興大學國家政策與公共事務研究所碩士學位論文,未出版,臺中。
廖久慧(2013)。探討行動通訊軟體之使用行為-以台灣LINE App為例。南華大學碩士學位論文,未出版,嘉義。
廖洲棚(2006)。基層官僚提供線上申辦服務之評估:以臺北市政府為例。政策研究學報(6),133-171。doi:10.7070/pr.200606.0133
廖國巽(2016)。即時通訊軟體LINE之群組在學校運用現況之探討-以臺中地區某完全中學為例。中臺科技大學文教事業經營研究所碩士學位論文,未出版,台中。
廖淑貞(2015)。智慧型手機即時通訊軟體與親師溝通之關聯性探討--以桃園市國小教師為例。健行科技大學碩士學位論文,未出版,桃園。
廖鴻瑞(2015)。行動即時通訊軟體作為職場溝通工具之應用困境-以LINE為例。國立高雄應用科技大學企業管理系碩士學位論文,未出版,高雄。
熊子翔(2014)。文官菁英文化與電子化參與-以計畫行為理論的觀點。國立政治大學公共行政學系碩士學位論文,未出版,臺北。
臺北市政府研究發展考核委員會(2018)。107年臺北市政府員工滿意度調查報告,2018年12月24日,取自:https://www-ws.gov.taipei/Download.ashx?u=LzAwMS9VcGxvYWQvMzcxL3JlbGZpbGUvMTAxNzMvNzk2MzgyMS84N2EyZDk4OC1iZGJmLTRjZTEtYTI3My1kNDU5NTQ5ZmQ5MDcucGRm&n=MTA35bm06Ie65YyX5biC5pS%2f5bqc5ZOh5bel5ru%2f5oSP5bqm6Kq%2f5p%2bl5aCx5ZGKLnBkZg%3d%3d&icon=..pdf。
蔡昌宏(2015)。運用網路即時通訊軟體對親師溝通影響之研究:以新北市某區公立幼兒園為例。中華大學行政管理學系碩士班碩士學位論文,未出版,新竹。
蔡金田、董德佑(2017)。行動即時通訊軟體應用於學校行政溝通之探討-以南投縣國民小學為例。教育行政論壇, 9(1), 49-72.
蕭世岳(2015)。運用具表情貼圖即時通訊軟體進行親師溝通之探究。朝陽科技大學碩士學位論文,未出版,臺中。
鍾旻杰(2018)。軍校生使用即時通訊軟體應用之研究-以LINE為例。國防大學資訊管理學系碩士學位論文,未出版,桃園。
簡秋丹(2017)。運用即時通訊進行公務溝通所產生的影響: 溝通效能、工作壓力及焦慮。淡江大學公共行政學系公共政策碩士在職專班碩士學位論文,未出版,新北。

外國文獻
Ajzen, I. (1985). From intentions to actions: A theory of planned behavior. J. Kuhl, & J. Beckman (Eds.), Action-control: From cognition to behavior (pp. 11-39). Heidelberg: Springer.
Ajzen, I. (1991). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179-211. doi:https://doi.org/10.1016/0749-5978(91)90020-T
Ajzen, I. (2002). Perceived behavioral control, self‐efficacy, locus of control, and the theory of planned behavior. Journal of applied social psychology, 32(4), 665-683.
Ajzen, I. (2011). The theory of planned behaviour: Reactions and reflections. Psychology & Health, 26(9), 1113-1127. doi:10.1080/08870446.2011.613995
Ajzen, I. (2017). TPB Model with Background Factors. Retrieved Dec 23, 2018, Retrieved from http://people.umass.edu/aizen/tpb.background.html
Birnholtz. (2010). Adopt, adapt, abandon: Understanding why some young adults start, and then stop, using instant messaging. Computers in Human Behavior, 26(6), 1427 1433.
Butts, M. M., Becker, W. J., & Boswell, W. R. 2015. Hotbuttons and time sinks: The effects of electroniccommunication during nonwork time on emotions andwork-nonwork conflict. Academy of ManagementJournal, 58(3): 763-788.
Chung, D., & Nam, C. S. (2007). An analysis of the variables predicting instant messenger use. New Media & Society, 9(2), 212-234. doi:10.1177/1461444807072217initiative, T. W. V. (2002). The mobile IMPS initiative white paper.
Davis, F. D. (1985). A Technology Acceptance Model for Empirically Testing New End-User Information Systems: Theory and Results. Massachusetts Institute of Technology, Massachusetts.
Davis, F. D. (1989). Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology. MIS Quarterly, 13(3), 319-340. doi:10.2307/249008
Davis, F. D. (1993). User acceptance of information technology: system characteristics, user perceptions and behavioral impacts. International Journal of Man-Machine Studies, 38(3), 475-487.
Davis, F. D., & Venkatesh, V. (2004). Toward preprototype user acceptance testing of new information systems: implications for software project management. Engineering Management, IEEE Transactions on, 51(1), 31-46.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology: a comparison of two theoretical models. Management Science, 35(8),982-1003.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1992). Extrinsic and Intrinsic Motivation to Usee Computers in the Workplace. Journal of Applied Social Psychology, 22(14), 1111-1132.
Faulhaber, G. (2002). Network Effects and Merger Analysis: Instant Messagingand the AOL-Time Warner Case. Telecommunications Policy, 26(6), 311-333.
Fenner, G. H., & Renn, R. W. (2010). Technology-assisted supplemental work andwork-to-family conflict: The role of instrumentality beliefs, organizationalexpectations and time management. Human Relations, 63(1), 63-82.
Fishbein, M., & Ajzen, I. (2010). Predicting and changing behavior: The reasoned action approach. New York: Psychology Press.
Grinter, R. E., & Palen, L. (2002). Instant messaging in teen life. Paper presented at the Proceedings of the 2002 ACM conference on Computer supported cooperative work, New Orleans, Louisiana, USA.
Gupta, A., Li, H., & Sharda, R. (2013). Should I send this message? Understanding the impact of interruptions, social hierarchy and perceived task complexity on user performance and perceived workload. Decision Support Systems, 55(1), 135-145. doi:https://doi.org/10.1016/j.dss.2012.12.035
Ha, Y. W., Kim, J., Libaque-Saenz, C. F., Chang, Y., & Park, M.-C. (2015). Use and gratifications of mobile SNSs: Facebook and KakaoTalk in Korea. Telematics and Informatics, 32(3), 425-438.
Huang, A. H., & Yen, D. C. (2003). Usefulness of instant messaging among young users: Social vs. work perspective. Human Systems Management, 22(2), 63-72.
Ip, R. K. F., & Ho, A. K. W. (2015). A Study of the Uses of Instant Messaging in the Government Offices. Paper presented at the HCI in Business, Cham.
Isaacs, E., Walendowski, A., Whittaker, S., Schiano, D. J., & Kamm, C. (2002). The character, functions, and styles of instant messaging in the workplace. Paper presented at the Proceedings of the 2002 ACM conference on Computer supported cooperative work, New Orleans, Louisiana, USA.
K., C. P. Y., & Jen-Hwa, H. P. (2001). Information Technology Acceptance by Individual Professionals: A Model Comparison Approach*. Decision Sciences, 32(4), 699-719. doi:10.1111/j.1540-5915.2001.tb00978.x
Lipsky, M.(1980). Street-Level Bureaucracy : Dilemmas of the Individual in Public Services. New York:Russell Sage Foundation.
Lou, H., Luo, W., & Strong, D. (2000). Perceived critical mass effect on groupware acceptance. European Journal of Information Systems, 9(2), 91-103. doi:10.1057/palgrave.ejis.3000358
Marwell, G. & Oliver, P. (1993). The Critical Mass in Collective Action, Cambridge University Press.
Moore, G. C., & Benbasat, I. (1991). Development of an instrument to measure the perceptions of adopting an information technology innovation. Information systems research, 2(3), 192-222.
Nardi, B. A., Whittaker, S. & Bradner, E. (2000). Interaction And outeraction: Instant Messaging in Action. Proceedings of the 2000 ACM Conference on Computer supported cooperative work, New York, USA, 79-88.
Ou,X.J., & Davison,R.M. (2011). Interactive or interruptive? Instant messaging at work. Decision Support Systems, 52, 61-72.
Ram, S. (1987). A model of innovation resistance. Advances in Consumer Research,14(1) ,208 212.
Ram, S. (1989). Successful innovation using strategies to reduce consumer resistance: An empirical test. Journal of Product Innovation Management, 6(1) , 20 34.
Ram, S., & Sheth, J. N. (1989). Consumer resistance to innovations: The marketingproblem and its solutions. Journal of Consumer Marketing, 6(2) , 5 14.
Rogers, E. M. (1983). Diffusion of Innovations: Third Edition. Free Press, New York.
Taylor, S., & Todd, P. (1995b). Decomposition and crossover effects in the theory of planned behavior: A study of consumer adoption intentions. International journal of research in marketing, 12(2), 137-155. doi:https://doi.org/10.1016/0167-8116(94)00019-K
Taylor, S., & Todd, P. (1995b). Decomposition and crossover effects in the theory of planned behavior: A study of consumer adoption intentions. International journal of research in marketing, 12(2), 137-155. doi:https://doi.org/10.1016/0167-8116(94)00019-K
Taylor, S., & Todd, P. A. (1995a). Understanding Information Technology Usage: A Test of Competing Models. Information Systems Research, 6(2), 144-176. doi:10.1287/isre.6.2.144
Taylor, S., & Todd, P. A. (1995a). Understanding Information Technology Usage: A Test of Competing Models. Information Systems Research, 6(2), 144-176. doi:10.1287/isre.6.2.144
Venkatesh, A., & Vitalari, N. P. (1992). An emerging distributed work arrangement: An investigation of computer-based supplemental work at home. Management Science, 38(12), 1687-1706.
Venkatesh, V., & Davis, F. D. (2000). A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies. Management Science, 46(2), 186-204.
Venkatesh, V., and Davis, F. D. (1996), "A model of the antecedents of perceived ease of use: Development and test," Decision Sciences, 27(3), 451-481.
Venkatesh, V., and Morris M. G. (2000), "Why do not men ever stop to ask for directions? Gender, social influence, and their role in technology acceptance and usage behavior," MIS Quarterly, 24(1), 115-139.
Venkatesh, V., Morris, M. G., Davis, G. B., and Davis, F. D. (2003), "User acceptance of information technology: Toward an unified view," MIS Quarterly, 27(3), 425-478.
Venkatesh, V., Thong, J. Y., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157-178.
Ya‐Yueh, S., & Kwoting, F. (2004). The use of a decomposed theory of planned behavior to study Internet banking in Taiwan. Internet Research, 14(3), 213-223. doi:10.1108/10662240410542643
Description: 碩士
國立政治大學
公共行政學系
102256001
Source URI: http://thesis.lib.nccu.edu.tw/record/#G0102256001
Data Type: thesis
Appears in Collections:[公共行政學系] 學位論文

Files in This Item:

File SizeFormat
600101.pdf2135KbAdobe PDF722View/Open


All items in 學術集成 are protected by copyright, with all rights reserved.


社群 sharing