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題名 生物辨識邊境管理系統設計之期望落差探討
Investigating Expectation Disconfirmation on Biometric Recognition System Design for Border Management作者 林逸塵
Lin, I-Chen貢獻者 洪為璽<br>季延平
Hung, Wei-Hsi<br>Chi, Yan-Ping
林逸塵
Lin, I-Chen關鍵詞 生物辨識系統
設計科學
邊境管理
電子化服務品質
期望落差
Biometric recognition system
Design science research methodology
Border control
E-service quality
Expectation disconfirmation日期 2021 上傳時間 1-Dec-2021 14:29:35 (UTC+8) 摘要 隨著各國邊境旅運量迅速成長，在邊境安全與通關服務造成挑戰，利用資訊科技執行邊境管理成為趨勢，故瞭解使用者對於資訊科技的期望落差，在達成邊境任務至為關鍵。在智慧通關場域，生物辨識邊境管理系統優化既有查驗工作，在旅客到達查驗檯前進行生物特徵採擷，透過生物特徵資料庫進行比對，輔助邊境人員正確識別旅客身分，以資訊科技取得保障國家安全與通關便利的效果。本研究探討生物辨識技術應用在邊境管理資訊系統服務品質，以設計科學方法建置指紋生物特徵辨識系統時，指紋擷取與比對流程能滿足邊境人員與旅客使用需要。更進一步，本研究以我國查驗作業整合生物辨識科技之情境，來探討資訊人員、邊境人員與委外廠商不同角色對於電子化服務品質認知程度，並以層級分析法蒐集生物辨識邊境管理系統設計之期望落差，系統電子化服務品質構面包含：「效率」、「系統可用性」、「履行性」、「隱私與安全性」、「回應性」、「網站設計」，針對不同角色，進行AHP問卷調查。從整體認知的服務品質權重觀點，本研究發現資訊人員與邊境人員前三大期望落差為「保護旅客基本資料(3.4%)」、「保護旅客的特種個人資訊(3.2%)」及「不會當機(3.0%)」，而資訊人員與委外廠商前三大期望落差為「即時處理使用者問題(3.2%)」、「系統提供的資訊是可信賴的(2.9%)」及「不會當機(2.5%)」。以上經由資深資訊人員的深度訪談，歸納出落差因素為「專業差異」、「責任差異」、「認知差異」、「自我特性差異」及「目的差異」，未來利害關係人透過落差因素進行充分溝通，可以縮小彼此落差程度，讓系統整體服務品質更符合使用者期望，進而增加使用系統的滿意度。
Rapidly increasing traveler traffic has burdened border security and clearance service. Therefore, assisting border guards and travelers to carry out sustainable border strategies with information technology (IT) is becoming crucial. The key of such a strategy is centered on the interaction between IT and user characteristics. When travelers arrive at the border, the system will compare a live biometric sample of a traveler against images of them obtained from the database for border control. The system offers a solution to balance the convenience of passengers and the role of inspectors. This research explores the needs of identification derived from border management using design science research methodology to implement a fingerprint system. The expectation disconfirmation among IT staff, outsourcing contractors and border guards on e-service quality are investigated. The constructs of e-service quality include "efficiency", "system availability", "fulfilment", "privacy and security", "responsiveness", and "website design". This research adopts the AHP questionnaire to study the expectation disconfirmation among different roles. The top three expectation disconfirmations (IT staff vs. border guard) are "protecting personal information (3.4%)", "protecting special personal information (3.2%)", and "no system crash (3.0%)". The expectation disconfirmations (IT staff vs. outsourcing contractor) are "handling of user problems in real-time (3.2%)", "the reliable information provided by the system (2.9%)", and "no system crash (2.5%)". Semi-structured interviews were conducted with three senior IT staff. The major disconfirmation factors are "professional differences", "responsibility differences", "cognitive differences", "characteristics of the self-concept differences", and "purpose differences". 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Journal of the Academy of Marketing Science, 30(4), 362-375. 描述 博士
國立政治大學
資訊管理學系
106356502資料來源 http://thesis.lib.nccu.edu.tw/record/#G0106356502 資料類型 thesis dc.contributor.advisor 洪為璽<br>季延平 zh_TW dc.contributor.advisor Hung, Wei-Hsi<br>Chi, Yan-Ping en_US dc.contributor.author (Authors) 林逸塵 zh_TW dc.contributor.author (Authors) Lin, I-Chen en_US dc.creator (作者) 林逸塵 zh_TW dc.creator (作者) Lin, I-Chen en_US dc.date (日期) 2021 en_US dc.date.accessioned 1-Dec-2021 14:29:35 (UTC+8) - dc.date.available 1-Dec-2021 14:29:35 (UTC+8) - dc.date.issued (上傳時間) 1-Dec-2021 14:29:35 (UTC+8) - dc.identifier (Other Identifiers) G0106356502 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/138001 - dc.description (描述) 博士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 資訊管理學系 zh_TW dc.description (描述) 106356502 zh_TW dc.description.abstract (摘要) 隨著各國邊境旅運量迅速成長，在邊境安全與通關服務造成挑戰，利用資訊科技執行邊境管理成為趨勢，故瞭解使用者對於資訊科技的期望落差，在達成邊境任務至為關鍵。在智慧通關場域，生物辨識邊境管理系統優化既有查驗工作，在旅客到達查驗檯前進行生物特徵採擷，透過生物特徵資料庫進行比對，輔助邊境人員正確識別旅客身分，以資訊科技取得保障國家安全與通關便利的效果。本研究探討生物辨識技術應用在邊境管理資訊系統服務品質，以設計科學方法建置指紋生物特徵辨識系統時，指紋擷取與比對流程能滿足邊境人員與旅客使用需要。更進一步，本研究以我國查驗作業整合生物辨識科技之情境，來探討資訊人員、邊境人員與委外廠商不同角色對於電子化服務品質認知程度，並以層級分析法蒐集生物辨識邊境管理系統設計之期望落差，系統電子化服務品質構面包含：「效率」、「系統可用性」、「履行性」、「隱私與安全性」、「回應性」、「網站設計」，針對不同角色，進行AHP問卷調查。從整體認知的服務品質權重觀點，本研究發現資訊人員與邊境人員前三大期望落差為「保護旅客基本資料(3.4%)」、「保護旅客的特種個人資訊(3.2%)」及「不會當機(3.0%)」，而資訊人員與委外廠商前三大期望落差為「即時處理使用者問題(3.2%)」、「系統提供的資訊是可信賴的(2.9%)」及「不會當機(2.5%)」。以上經由資深資訊人員的深度訪談，歸納出落差因素為「專業差異」、「責任差異」、「認知差異」、「自我特性差異」及「目的差異」，未來利害關係人透過落差因素進行充分溝通，可以縮小彼此落差程度，讓系統整體服務品質更符合使用者期望，進而增加使用系統的滿意度。 zh_TW dc.description.abstract (摘要) Rapidly increasing traveler traffic has burdened border security and clearance service. Therefore, assisting border guards and travelers to carry out sustainable border strategies with information technology (IT) is becoming crucial. The key of such a strategy is centered on the interaction between IT and user characteristics. When travelers arrive at the border, the system will compare a live biometric sample of a traveler against images of them obtained from the database for border control. The system offers a solution to balance the convenience of passengers and the role of inspectors. This research explores the needs of identification derived from border management using design science research methodology to implement a fingerprint system. The expectation disconfirmation among IT staff, outsourcing contractors and border guards on e-service quality are investigated. The constructs of e-service quality include "efficiency", "system availability", "fulfilment", "privacy and security", "responsiveness", and "website design". This research adopts the AHP questionnaire to study the expectation disconfirmation among different roles. The top three expectation disconfirmations (IT staff vs. border guard) are "protecting personal information (3.4%)", "protecting special personal information (3.2%)", and "no system crash (3.0%)". The expectation disconfirmations (IT staff vs. outsourcing contractor) are "handling of user problems in real-time (3.2%)", "the reliable information provided by the system (2.9%)", and "no system crash (2.5%)". Semi-structured interviews were conducted with three senior IT staff. The major disconfirmation factors are "professional differences", "responsibility differences", "cognitive differences", "characteristics of the self-concept differences", and "purpose differences". It is necessary to pay more attention to the expectation disconfirmation of e-service quality in order to increase user satisfaction on the system. en_US dc.description.tableofcontents 第一章 緒論 1第一節 研究背景及動機 1第二節 研究目的與問題 2第三節 研究流程與架構 4第二章 文獻探討 7第一節 邊境安全 7第二節 生物辨識 10第三節 邊境查驗 16第四節 設計科學 21第五節 系統可用性 28第六節 電子化服務品質 32第三章 研究方法 43第一節 研究概念 43第二節 名詞定義 44第三節 研究設計 45第四節 信度與效度 58第四章 結果與分析 61第一節 樣本回收情況 61第二節 敘述性統計分析 71第三節 資訊人員期望落差 74第四節 歸納落差因素 95第五節 結果討論 104第五章 結論與建議 112第一節 研究結論 112第二節 研究貢獻 114第三節 研究限制 117第四節 未來研究與建議 119參考文獻 122附錄 134 zh_TW dc.format.extent 4428578 bytes - dc.format.mimetype application/pdf - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0106356502 en_US dc.subject (關鍵詞) 生物辨識系統 zh_TW dc.subject (關鍵詞) 設計科學 zh_TW dc.subject (關鍵詞) 邊境管理 zh_TW dc.subject (關鍵詞) 電子化服務品質 zh_TW dc.subject (關鍵詞) 期望落差 zh_TW dc.subject (關鍵詞) Biometric recognition system en_US dc.subject (關鍵詞) Design science research methodology en_US dc.subject (關鍵詞) Border control en_US dc.subject (關鍵詞) E-service quality en_US dc.subject (關鍵詞) Expectation disconfirmation en_US dc.title (題名) 生物辨識邊境管理系統設計之期望落差探討 zh_TW dc.title (題名) Investigating Expectation Disconfirmation on Biometric Recognition System Design for Border Management en_US dc.type (資料類型) thesis en_US dc.relation.reference (參考文獻) 內政部(2020)。Statistical Yearbook of Interior移民業務年報。內政部網站統計主題專區。取自：https://www.moi.gov.tw/files/site_stuff/321/2/year/year_en.html世界衛生組織(2021)。Coronavirus (COVID-19) Dashboard。COVID-19統計專區網站。取自：https://covid19.who.int/行政院(2021)。國土安全政策核心任務。行政院國土安全政策會報網站。取自：https://ohs.ey.gov.tw/李政展(2009)。全球化人口移動之國境管理安全之研究。國立中山大學中國與亞太區域研究所碩士論文，未出版，高雄市。邱顯貴(2003)。電子商務網站信任管理之研究。國立政治大學資訊管理研究所博士論文，未出版，台北市。周桂田(2008)。全球在地化風險典範之衝突－生物特徵辨識作為全球鐵的牢籠。政治與社會哲學評論，(24)，頁101-189。許季暐(2019)。國土安全脈絡下台灣反恐之研究。國立中正大學戰略暨國際事務研究所碩士論文。未出版。嘉義。陳建華(2011)。歐盟國境管理運用生物特徵辨識及其對個人資料保護影響之研究。中央警察大學外事警察研究所碩士論文。未出版。桃園。鄧振源、曾國雄(1989)。層級分析法(AHP)的內涵特性與應用(上)。中國統計學報。27(6)，頁5-22。Abomhara, M., Yayilgan, S. 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