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題名 從內部顧客觀點看G2E計畫成效─以政府電子採購網為例
G2E Program Evaluation from the Viewpoint of Internal Customers－A Case Study of Government e-Procurement System作者 黃貴凰
Huang, Kuei Huang貢獻者 朱斌妤
Chu, Pin Yu
黃貴凰
Huang, Kuei Huang關鍵詞 電子化政府
電子採購
G2E計畫評估
電子化政府價值鏈
資訊系統成功模型
e-Government
e-Procurement
G2E programs assessment
e-Government Value Chain
DeLone & McLean Information System Success Model日期 2012 上傳時間 2-Sep-2013 17:03:41 (UTC+8) 摘要 隨著資訊與通訊科技的發達，電子化政府隨之興起，政府開始利用資訊與通訊科技服務民眾。對電子化政府而言，其面臨的顧客不只包含外部顧客─公民與企業，也包含一大群的內部顧客─公務人員，由於公務人員是電子化政府重要的內部顧客，了解他們對於電子化系統、服務的使用感受有其必要性，也顯現G2E計畫成效評估的重要性。有鑑於政府採購為國家龐大支出，因此，本研究以政府電子採購網作為研究的個案。 本研究回顧電子化政府計畫評估、顧客導向的電子化政府、顧客滿意度的影響因素三類文獻，並結合Heeks (2006)電子化政府價值鏈、DeLone & McLean資訊系統成功模型，以及朱斌妤(2010-2013)的G2E計畫指標，從內部使用者角度發展電子採購內部顧客成效評估因果模型，主要由六大構面組成，分別為組織管理、服務品質、系統品質、資訊品質、員工感受效益以及員工滿意度，並透過次級資料進行驗證。 研究結果發現，本研究提出的電子採購內部顧客成效評估因果模型具有一定的解釋力，各構面之間的影響關係皆達統計上的顯著。本研究也比較不同機關性質與標案性質，進行不同構面之間的路徑係數比較，結果顯示不同的機關性質、標案性質對於不同構面之間的路徑係數確實有影響，根據研究結果，本研究也提出了一些政策建議與後續研究的建議。
Electronic Government (e-Government) is about governments interacting, conducting business and delivering services to their citizens and private companies electronically through the use of Information and Communication Technology (ICT). All key stakeholders including the government employees, private sectors, and citizens benefit from successful implementation of ICTs. The usage evaluation from e-government employees’ point of view (G2E), i.e., the internal customers of e-government, is vital. This research uses Government e-Procurement System as a case study of G2E program evaluation. Topics of literature review for this research include e-Government programs assessment, customer-orientede-Government and influencing factors of customer’s satisfaction, combines with Heeks’ e-Government Value Chain, DeLone and McLean’s Information System Success Model, and Chu’s G2E programs assessment indicators, which propose a casual model for internal customers’ evaluation of e-Procurement system in Taiwan. This model consists of six dimensions－organization management, service squality, system quality, information quality, employee perceived benefits, and employee satisfaction. The outcomes of this research indicate that our model is strongly supported by the empirical data. This research also includes comparations of different organizations and procurement cases, which indicate that different organizations and procurement cases have difference in path coefficients. 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國立政治大學
公共行政研究所
100256005
101資料來源 http://thesis.lib.nccu.edu.tw/record/#G0100256005 資料類型 thesis dc.contributor.advisor 朱斌妤 zh_TW dc.contributor.advisor Chu, Pin Yu en_US dc.contributor.author (Authors) 黃貴凰 zh_TW dc.contributor.author (Authors) Huang, Kuei Huang en_US dc.creator (作者) 黃貴凰 zh_TW dc.creator (作者) Huang, Kuei Huang en_US dc.date (日期) 2012 en_US dc.date.accessioned 2-Sep-2013 17:03:41 (UTC+8) - dc.date.available 2-Sep-2013 17:03:41 (UTC+8) - dc.date.issued (上傳時間) 2-Sep-2013 17:03:41 (UTC+8) - dc.identifier (Other Identifiers) G0100256005 en_US dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/59482 - dc.description (描述) 碩士 zh_TW dc.description (描述) 國立政治大學 zh_TW dc.description (描述) 公共行政研究所 zh_TW dc.description (描述) 100256005 zh_TW dc.description (描述) 101 zh_TW dc.description.abstract (摘要) 隨著資訊與通訊科技的發達，電子化政府隨之興起，政府開始利用資訊與通訊科技服務民眾。對電子化政府而言，其面臨的顧客不只包含外部顧客─公民與企業，也包含一大群的內部顧客─公務人員，由於公務人員是電子化政府重要的內部顧客，了解他們對於電子化系統、服務的使用感受有其必要性，也顯現G2E計畫成效評估的重要性。有鑑於政府採購為國家龐大支出，因此，本研究以政府電子採購網作為研究的個案。 本研究回顧電子化政府計畫評估、顧客導向的電子化政府、顧客滿意度的影響因素三類文獻，並結合Heeks (2006)電子化政府價值鏈、DeLone & McLean資訊系統成功模型，以及朱斌妤(2010-2013)的G2E計畫指標，從內部使用者角度發展電子採購內部顧客成效評估因果模型，主要由六大構面組成，分別為組織管理、服務品質、系統品質、資訊品質、員工感受效益以及員工滿意度，並透過次級資料進行驗證。 研究結果發現，本研究提出的電子採購內部顧客成效評估因果模型具有一定的解釋力，各構面之間的影響關係皆達統計上的顯著。本研究也比較不同機關性質與標案性質，進行不同構面之間的路徑係數比較，結果顯示不同的機關性質、標案性質對於不同構面之間的路徑係數確實有影響，根據研究結果，本研究也提出了一些政策建議與後續研究的建議。 zh_TW dc.description.abstract (摘要) Electronic Government (e-Government) is about governments interacting, conducting business and delivering services to their citizens and private companies electronically through the use of Information and Communication Technology (ICT). All key stakeholders including the government employees, private sectors, and citizens benefit from successful implementation of ICTs. The usage evaluation from e-government employees’ point of view (G2E), i.e., the internal customers of e-government, is vital. This research uses Government e-Procurement System as a case study of G2E program evaluation. Topics of literature review for this research include e-Government programs assessment, customer-orientede-Government and influencing factors of customer’s satisfaction, combines with Heeks’ e-Government Value Chain, DeLone and McLean’s Information System Success Model, and Chu’s G2E programs assessment indicators, which propose a casual model for internal customers’ evaluation of e-Procurement system in Taiwan. This model consists of six dimensions－organization management, service squality, system quality, information quality, employee perceived benefits, and employee satisfaction. The outcomes of this research indicate that our model is strongly supported by the empirical data. This research also includes comparations of different organizations and procurement cases, which indicate that different organizations and procurement cases have difference in path coefficients. Finally, this research makes some suggestions for the improvement of e-Procurement policy, and for future researches. en_US dc.description.tableofcontents 目次 I表目次 IV圖目次 VI第一章 緒論 11.1 電子化政府的興起 11.2 G2E成效評估的重要性 41.3 政府電子採購顧客觀點的重要性 51.4 研究目的 7第二章 文獻回顧 82.1 電子化政府計畫評估 82.1.1 電子化政府之價值鏈 92.1.2 DeLone & McLean資訊系統成功模型 142.2 顧客導向的電子化政府 202.2.1 電子化政府的內部顧客與外部顧客 212.2.2 G2E計畫評估指標 232.3 顧客滿意度的影響因素 282.3.1 顧客感受品質衡量模型 282.3.2 組織管理與顧客滿意度 302.4 小結 35第三章 研究設計 373.1 電子採購內部顧客成效評估模型 373.2 次級資料介紹 433.2.1 總體資料 433.2.2 樣本代表性 453.2.3 資料分析方式 47第四章 研究結果 504.1 受訪公務人員基本資料分析 504.2 敘述統計 514.2.1 服務品質 514.2.2 系統品質 524.2.3 資訊品質 524.2.4 組織管理 534.2.5 員工感受效益 544.2.6 員工滿意度 554.3 研究模型分析 554.3.1 信度與效度分析 554.3.2 模型實證分析 584.4 小結 71第五章 研究結論與建議 735.1 研究結論 735.1.1 敘述統計結論 735.1.2 研究假設驗證結論 745.2 研究建議 805.2.1 政策建議 805.2.2 後續研究建議 82參考文獻 84附錄一 95附錄二 100表目次表2-1：G2E計畫評估構面彙整表 26表2-2：內部顧客滿意度的影響因素 33表2-3：組織效益的影響因素 34表3-1：「電子治理績效模型與實證研究」調查資料總體分配 44表3-2：「電子治理績效模型與實證研究」調查資料行政機關分配 45表3-3：「電子治理績效模型與實證研究」調查資料各類別抽樣 45表3-4：樣本代表性檢定 46表3-5：本研究使用的測量題目 46表3-6：形成性指標或反映性指標的判斷準則 48表4-1：受訪公務人員基本資料分析表 50表4-2：公務人員對於政府電子採購網服務品質的感受 51表4-3：公務人員對於政府電子採購網系統品質的感受 52表4-4：公務人員對於政府電子採購網資訊品質的感受 53表4-5：組織管理 53表4-6：員工感受效益 54表4-7：員工滿意度 55表4-8：形成性構面的權重值與t值 56表4-9：反映性構面的負荷值與t值 56表4-10：反映性構面的AVE值與CR值 57表4-11：反映性構面的標準化相關係數 57表4-12：電子採購內部顧客成效評估因果模型各構面的路徑係數 59表4-13：中央機關與地方機關之各構面關係的路徑係數 61表4-14：中央機關與地方機關之各構面關係的路徑係數比較結果 63表4-15：工程類、財物類與勞務類之各構面關係的路徑係數 66表4-16：工程類與財物類之各構面關係的路徑係數比較結果 68表4-17：財物類與勞務類之各構面關係的路徑係數比較結果 69表4-18：工程類與勞務類之各構面關係的路徑係數比較結果 70表4-19：研究假設驗證結果 71圖目次圖1-1：我國電子化政府推動歷程 1圖2-1：電子化政府價值鏈模型 10圖2-2：電子化政府衡量架構 11圖2-3：電子化政府評估流程 13圖2-4：電子化政府成效─促動模式 14圖2-5：資訊系統成功模型 16圖2-6：資訊系統成功模型之修正 17圖2-7：美國的電子化政府顧客滿意度模型 18圖2-8：電子化政府滿意度模型 19圖2-9：G2E計畫整體架構與指標構面圖 27圖2-10：滿足顧客需求與提升組織效益的管理策略 31圖3-1：D & M模型與價值鏈之流程關係整合 37圖3-2：電子採購內部顧客成效評估因果模型 39圖4-1：電子採購內部顧客成效評估因果模型路徑圖 58圖4-2：中央機關─電子採購內部顧客成效評估因果模型路徑圖 60圖4-3：地方機關─電子採購內部顧客成效評估因果模型路徑圖 61圖4-4：工程類─電子採購內部顧客成效評估因果模型路徑圖 64圖4-5：財物類─電子採購內部顧客成效評估因果模型路徑圖 65圖4-6：勞務類─電子採購內部顧客成效評估因果模型路徑圖 65 zh_TW dc.format.extent 3231078 bytes - dc.format.mimetype application/pdf - dc.language.iso en_US - dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0100256005 en_US dc.subject (關鍵詞) 電子化政府 zh_TW dc.subject (關鍵詞) 電子採購 zh_TW dc.subject (關鍵詞) G2E計畫評估 zh_TW dc.subject (關鍵詞) 電子化政府價值鏈 zh_TW dc.subject (關鍵詞) 資訊系統成功模型 zh_TW dc.subject (關鍵詞) e-Government en_US dc.subject (關鍵詞) e-Procurement en_US dc.subject (關鍵詞) G2E programs assessment en_US dc.subject (關鍵詞) e-Government Value Chain en_US dc.subject (關鍵詞) DeLone & McLean Information System Success Model en_US dc.title (題名) 從內部顧客觀點看G2E計畫成效─以政府電子採購網為例 zh_TW dc.title (題名) G2E Program Evaluation from the Viewpoint of Internal Customers－A Case Study of Government e-Procurement System en_US dc.type (資料類型) thesis en dc.relation.reference (參考文獻) 丘昌泰(2004)。公共政策：基礎篇。台北：巨流圖書。史麗伶(2011)。政府機關導入電子化採購之研究─以共同供應契約電子採購平台系統為例。樹德科技大學資訊管理系碩士論文，未出版，高雄市。朱斌妤(2000)。電子化／網路化政府政策下行政機關生產力衡量模式與民眾滿意度落差之比較。管理評論，19(1)，119-150。朱斌妤(2010-2013)。電子治理績效模型與實證研究報告。國家科學委員會委託研究計畫（編號：NSC 99-2410-H-004-112-MY3），未出版。朱斌妤、李洛維(2009)。電子治理的發展與挑戰。研習論壇月刊，107，1-13。朱斌妤、黎家銘、吳岱儒(2006)。政府部門推動知識管理之關鍵因素探討。行政暨政策學報，43，127-164。行政院主計總處(2013)。國民所得統計常用資料。2013年6月26日，取自http://www.dgbas.gov.tw/ct.asp?xItem=14616&CtNode=3566&mp=1。行政院公共工程委員會(2009)。政府電子採購網2.0。台北市：行政院公共工程委員會。2013年7月1日，取自：http://edu.gp.gov.tw/gmstudent/class2/class_main.asp?ct=6。行政院公共工程委員會(2010)。工程履歷制度。台北市：行政院公共工程委員會。2013年7月10日，取自：http://www.pcc.gov.tw/epaper/9908/resume.htm。行政院公共工程委員會(2011)。99年度政府採購法業務推動情形及執行績效。台北市：行政院公共工程委員會。2013年4月15日，取自：http://www.pcc.gov.tw/pccap2/TMPLfronted/ChtIndex.do?site=002。行政院公共工程委員會(2012)。100年度政府採購法業務推動情形及執行績效。台北市：行政院公共工程委員會。2013年4月15日，取自：http://www.pcc.gov.tw/pccap2/BIZSfront/MenuContent.do?site=002&bid=BIZS_C10104774。行政院公共工程委員會(2013)。101年度政府採購執行情形。台北市：行政院公共工程委員會。2013年4月15日，取自：http://www.pcc.gov.tw/pccap2/BIZSfront/MenuContent.do?site=002&bid=BIZS_C10204029。行政院研究發展考核委員會(1997)。電子化／網路化政府中程（八十七至八十九年度）推動計畫。台北市：行政院研究發展考核委員會。行政院研究發展考核委員會(2004)。2003電子化政府報告書。台北市：行政院研究發展考核委員會。行政院研究發展考核委員會(2007)。優質網路政府計畫（97年至100年）。台北市：行政院研究發展考核委員會。行政院研究發展考核委員會(2008)。電子化政府(96年度報告書)。台北市：行政院研究發展考核委員會。行政院研究發展考核委員會(2011)。100年度電子化政府。台北市：行政院研究發展考核委員會。行政院研究發展考核委員會(2013)。第四階段電子化政府計畫（101年至105年）。台北市：行政院研究發展考核委員會。吳宗祐(2008)。主管威權領導與部屬的工作滿意度與組織承諾：信任的中介歷程與情緒智力的調節效果。本土心理學研究，30，3-63。吳裴妮(2007)。政府電子採購系統關鍵成功因素。國立台北大學公共暨政策學系碩士論文，未出版，台北市。李元墩（1999）。組織溝通研究之回顧與展望，中華管理評論，12(5)，121-131。李洛維(2010)。電子採購影響評估因果模型之建構與驗證。國立政治大學公共行政學系碩士論文，未出版，台北市。李茂能(2009)。圖解AMOS在學術研究之應用。台北：五南圖書。李傳彬(2007)。廠商電子領投標行為研究。國立中山大學公共事務管理研究所碩士論文，未出版，高雄市。汪美香、李育宗（2012年5月）。從資訊系統成功模式觀點剖析ERP系統導入之效益。第十三屆電子化企業經營管理理論暨實務研討會，彰化。周青樺(2005)。影響高階主管接受政府電子採購網服務之關鍵因素─以共同供應契約網站為例。國立中正大學資訊管理學系碩士論文，未出版，嘉義縣。周家慧(2006)。以DeLone & McLean模式探討入口網站成功之影響因素。資訊管理展望，8(1)，109-132。林文信(2004)。公、私部門推動政府採購業務電子化之研究。東海大學公共事務碩士在職專班碩士論文，未出版，台中市。林岳嶙(2003)。以流程再造的觀點評估政府採購電子化之效率—以高雄市政府為例。國立中山大學公共事務管理研究所碩士論文，未出版，高雄市。林春吟(2010)。整合創新、主動服務、公務更便利－政府e公務。研考雙月刊，34(4)，101-106。邱皓政(2003)。結構方程模式：LISREL的理論技術與應用。台北：雙葉書廊。紀人瑋(2010)。政府採購電子化成效評估指標建立。國立政治大學公共行政硏究所碩士論文，未出版，台北市。陳俊旭(2009)。國軍採購人員於採購電子化後作業流程之研究-以國軍某獨立採購單位為例。立德大學科技管理研究所碩士論文，未出版，台南市。陳素汝(2006)。政府電子採購政策執行之評估研究：以新店市公所執行政府採購電子領投標為例。國立台北大學公共行政暨政策學系碩士在職專班碩士論文，未出版，台北市。陳祥(2005)。電子化政府成長與演化─以我國「我的E政府」入口網站為例。研考雙月刊，29(4)，76-91。陳敦源、黃東益、蕭乃沂、郭思禹(2006)。官僚回應性與內部顧客關係管理：台北市政府市長信箱個案研究。行政暨政策學報，42，143-182。陳慶文、黃照貴、侯憲昇(2009)。以品質管理觀點探討網路報稅系統之使用滿意度。品質學報，16(3)，195-211。游珊華(2004)。高雄市政府工程類採購電子化流程效率之評估。國立中山大學公共事務管理研究所碩士論文，未出版，高雄市。黃東益(2009)。電子化政府的影響評估：內部顧客的觀點。文官制度季刊，1(3)，25-53。黃東益、朱斌妤、蕭乃沂(2009)。電子治理成效指標與評估：G2C與G2B。行政院研究考核發展委員會委託研究報告（編號：097246343）。台北市：行政院研究考核委員會。黃挺榕(2011)。組織溝通、工作滿意度與組織承諾之關係研究。國立中央大學人力資源管理研究所碩士論文，未出版，桃園縣。黃朝盟、朱斌妤、黃東益(2008)。電子治理成效調查評估分析報告：G2G與G2E。行政院研究考核發展委員會委託研究報告（編號：0964D002503）。台北市：行政院研究考核委員會。黃朝盟、吳濟安（2008年5月）。我國電子化政府對公務人員之影響研究──2007年的全國性評估調查。2008年「台灣公共行政與公共事務系所聯合會」(TASPAA)暨「夥伴關係與永續發展」國際學術研討會，台中。黃朝盟、黃東益、劉宜君（2007）。我國電子化政府之影響評估。行政院研究考核發展委員會委託研究報告（編號：RDEC-095-01）。台北市：行政院研究考核發展委員會。黃雅蘭(2011)。提升公務協同合作最佳利器－政府e公務。2013年7月1日，取自：http://www.stat.gov.tw/public/Data/182510502171.pdf。楊明璧、詹淑文(2005)。電子化政府服務服務品質及民眾滿意程度分析—以臺北市電子化政府入口網站為研究對象。顧客滿意學刊，1(1)，117-144。楊錫安(2001)。「政府採購電子化」之發展。研考雙月刊，25(1)，30-34。詹敦智(2012)。工程採購使用政府電子採購系統滿意度調查研究─以雲林縣國小為例。南華大學資訊管理學系碩士論文，未出版，嘉義縣。鄒慶琦(2011)。「政府電子採購系統」資訊服務功能使用者滿意度之研究。佛光大學管理學系碩士論文，未出版，宜蘭縣。劉建廷(2008)。政府採購電子化管理機制之研究－以中部地區大學電子領投標為例。雲林科技大學營建工程系碩士論文，未出版，雲林縣。劉士豪、宋餘俠、廖秀莉、劉靖敏(2010)。我的e政府還是你的e政府？─以服務落差觀點檢視電子化政府入口網之服務品質。管理評論，29(1)，19-34。蔡玉娟、梁家銘(2009)。以資訊系統成功模式及科技接受模式探討國小學生健康資訊管理系統之研究。高雄師大學報，27，35-59。蔡宗宏、許芳銘、池文海(2009)。以D&M資訊系統成功模型為基礎發展知識管理系統成功模型之研究。資管評論，14，81-112。蕭乃沂(2003)。政府採購電子化的成效評估：透明化觀點的指標建立。空大行政學報，13，161-184。蕭乃沂(2004)。公民關係管理與政策問題建構：以民意電子信箱為起點。國家政策季刊，3(1)，155-174。蕭乃沂、朱斌妤(2011)。電子治理計畫規劃、執行與成效整體性評估。行政院研究考核發展委員會委託研究報告（編號：RDEC-MIS-100-005）。台北市：行政院研究考核發展委員會。蕭乃沂、朱斌妤、黃東益、李仲彬(2010)。電子治理成效指標與評估：G2A與G2D。行政院研究考核委員會委託研究報告（編號：0992460052）。台北市：行政院研究考核委員會。蕭乃沂、羅晉（2009年5月）。電子化政府計畫評估架構之建立與運用：以數位台灣分項計畫為例。2009年台灣公共行政與公共事務系所聯合會(TASPAA)「全球化下新公共管理趨勢與挑戰：理論與實踐」研討會，高雄。蕭乃沂、羅晉(2010)。電子化政府的價值鏈評估觀點：以數位台灣e化政府計畫為例。公共行政學報，36，1-37。戴慧明(2004)。行政機關公文電子交換關鍵成功因素與效益之研究。銘傳大學資訊管理學系碩士在職專班碩士論文，未出版，桃園縣。Abdul-Gader, A. 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