Abstract This research adopts DeLone & McLean (2003) information system success Model to take the Service Quality of KHB Information System service quality as the research subject, and makes an investigation on the Service Quality of KHB Information System users like ships shipping industry, the ship serves the agent industry, loading and unloading contracting industry, etc. It is carried by the questionnaire and discusses the correlation between information quality, system quality, service quality and user satisfaction relations. This discovery of the research is listed as follows¡G ¤@¡B "Information Quality" positively affects "User Satisfaction" of KHB Information System. ¤G¡B "System Quality" positively affects "User Satisfaction" of KHB Information System. ¤T¡B "Service Quality" positively affects "User Satisfaction" of KHB Information System. ¥|¡B "User Satisfaction" positively affects "System Benefit" of KHB Information System. The conclusion of the research is that the Service Quality of KHB Information System service quality has a positive influence on the users¡¦ satisfaction, and further positively influences system benefit. Meanwhile, it reveals that users have different needs for the Service Quality of KHB Information System and suggests that KHB may provide tailored service to the users. Keywords¡GInformation System, DeLone & McLean information system success Model

Summary In an era of knowledge economy, it is necessary to promote the efficiency of business. However, when a corporation decides to use an enterprise resource planning (abbreviated as ERP) system, it becomes a gigantic problem to choose either developing the system by themselves or buying a suit ERP software. At present, the maturity of ERP software on the market is able to fulfill the general demand of business. But enterprises in general need to face the situation that the procedure revises when having special demands. The suit ERP software on the market, will divide the system into several main module at present, usually can include financial management, stock control, sale management, procurement management, production management, human resource management. The suit ERP software on the current market, the major problem stems from three causes. They are process-oriented, structured method, and object-oriented. We call them non architecture oriented finance management ERP model (NAOFMERPM) This research develops an architecture oriented finance management ERP model (AOFMERPM) which solves the problems generated by NAOFMERPM. To validate this expression, we use the information system success model (abbreviated as IS Success Model) three factors, information quality, system quality, service quality to prove AOFMERPM is better than NAOFMERPM .

Programvaror och gränssnitt är idag en naturlig del av vår vardag. Att ta fram användbara och framgångsrika gränssnitt är i företagens intresse då det kan leda till nöjdare och fler kunder. Problemformulering i den här rapporten bygger på användarundersökningar som genomförts på ett energipresenterade informationsgränssnitt som används av personer i fastighetsbranschen. Företaget som äger programvaran genomförde en enkätundersökning, i den indikerades att programvarans användbarhet behövde utvecklas och detta gavs i uppgift till projektgruppen att vidareutveckla. Vidareutvecklingen baseras på Delone och McLeans (2003) Information system success model samt begreppen informationsdesign, användbarhet och featuritis. Utifrån dessa skapades den teoretiska bakgrund som låg till grund för de kvalitativa intervjuerna och frågeformulär som togs fram. Den teoretiska bakgrunden låg dessutom till grund för de gränssnittsförslag som slutligen togs fram i projektet (Se figur 4). Resultatet av undersökningen visade att användare och supportpersonal hade förhållandevis olika upplevelser av Programvaran. Andra slutsatser som kunde dras om hur ett informationsgränssnitt ska designas för att fungera som stöd för användaren var följande. Det ska följa konventionella designmönster som ska vara konsekvent genom hela programvaran. De ska använda ett anpassat och tydligt språk och antingen vara så tydlig och intuitiv att alla verkligen kan förstå programvaran eller ha en bra och tydlig manual. / Software and interfaces are today a natural part of our everyday lives. Developing useful and successful interfaces is in business interest as it can lead to more satisfied customers. The problem in this report is based on user surveys conducted on an energy-presented information interface used by individuals in the real estate industry. The company that owns the software conducted a survey, indicating that the software usability needed to develop, and this was assigned to the project team to further develop. Further development is based on Delone and McLeans (2003) Information System Success Model as well as the terms information design, usability and featuritis. Based on these, the theoretical background used was the basis for the qualitative interviews and questionnaires that were presented. The theoretical background provided the basis for the interface proposals that were finally presented in the project (See Figure 6). The results of the survey showed that users and support staff had relatively different experiences of the software. The other conclusions that could be drawn about how an information interface should be designed to serve as support for the user were the following, it should follow conventional design patterns. The design should be consistent throughout the software, it should use an adapted and clear language, and either be so clear and intuitive that anyone can understand the software or offer a clear manual.

Idag kommer fler och fler i kontakt med nya digitala tekniker både inom yrket men även privat. Det är därför viktigare än någonsin att de digitala verktygen når upp till slutanvändares förväntningar såväl som krav. Syftet med denna studien var att undersöka fenomenet digital acceptans. Därför valdes modeller och teorier för utvärdering ut för att jämföras mot individens upplevelser och acceptans av digitala verktyg. En teoretisk grund har lagts genom att samla in och analysera nio modeller för utvärdering av system och användaracceptans, där tre modeller valdes ut. Studien har genomförts med hjälp av intervjuer där respondenter från olika yrkesbakgrunder har fått möjligheten att berätta om sina upplevelser kring digitaliseringen. Materialet från dessa intervjuer har därefter analyserats för att kategoriseras i olika teman med underkategorier, detta tillät undersökningen att jämföra resultatet från intervjuerna med aktuell forskning. Utifrån slutsatsen har studien tagit fram ett förslag på en konceptuell modell för hur acceptans av digitala verktyg skulle kunna se ut. / Today, more and more people come into contact with new digital technologies both in their profession but also privately. It is therefore more important than ever that digital tools meet the end-users’ expectations and requirements. The purpose of this research was to explore the phenomenon of digital acceptance. Therefore, models and theories for evaluation were selected to be compared against the individual's experience and acceptance of digital tools. A theoretical foundation was created by collecting and analyzing nine models for evaluation of systems and user acceptance, where three were selected. The research was conducted with the help of interviews where participants from different professional backgrounds were given the opportunity to talk about their experiences with digitalization. The material from these interviews was then analyzed and categorized into different themes with subcategories, this allowed the research to compare the results from the interviews with current research. Based on the conclusion, the research has produced a proposal with a conceptual model for what acceptance of digital tools could look like.

Idag kommer fler och fler i kontakt med nya digitala tekniker både inom yrket men även privat. Det är därför viktigare än någonsin att de digitala verktygen når upp till slutanvändares förväntningar såväl som krav. Syftet med denna studien var att undersöka fenomenet digital acceptans. Därför valdes modeller och teorier för utvärdering ut för att jämföras mot individens upplevelser och acceptans av digitala verktyg. En teoretisk grund har lagts genom att samla in och analysera nio modeller för utvärdering av system och användaracceptans, där tre modeller valdes ut. Studien har genomförts med hjälp av intervjuer där respondenter från olika yrkesbakgrunder har fått möjligheten att berätta om sina upplevelser kring digitaliseringen. Materialet från dessa intervjuer har därefter analyserats för att kategoriseras i olika teman med underkategorier, detta tillät undersökningen att jämföra resultatet från intervjuerna med aktuell forskning. Utifrån slutsatsen har studien tagit fram ett förslag på en konceptuell modell för hur acceptans av digitala verktyg skulle kunna se ut. / Today, more and more people come into contact with new digital technologies both in their profession but also privately. It is therefore more important than ever that digital tools meet the end-users’ expectations and requirements. The purpose of this research was to explore the phenomenon of digital acceptance. Therefore, models and theories for evaluation were selected to be compared against the individual's experience and acceptance of digital tools. A theoretical foundation was created by collecting and analyzing nine models for evaluation of systems and user acceptance, where three were selected. The research was conducted with the help of interviews where participants from different professional backgrounds were given the opportunity to talk about their experiences with digitalization. The material from these interviews was then analyzed and categorized into different themes with subcategories, this allowed the research to compare the results from the interviews with current research. Based on the conclusion, the research has produced a proposal with a conceptual model for what acceptance of digital tools could look like.

In an era of digital convergence, people in related fields are devoted to activities of digitalization, especially in digital TV. This research is based on the Information System Success Model from Technology Acceptance Model (TAM) and aimed to understand the factors that affect user satisfaction and acceptance behavior. The researcher adopts the methodology of questionnaire survey. After statistical data analyses, the results show the main factor that influences MOD users¡¦ intention to use is perceived usefulness. Furthermore, perceived usefulness is influenced by perceived ease of use and user satisfaction. Three factors related to perceived ease of use and user satisfaction are program content quality, system quality and service quality of MOD. However, the influence of information quality is not significant. This research successfully constructs a technology acceptance model for MOD development and contributes for reference not only to future researches on users concerning innovative technologies but also to specific guidance for MOD operators to improve their services, expediting the development of digital TV in Taiwan.

各產業隨著物聯網、大數據與雲端計算等技術的發展而有新應用，各產業皆朝向智慧化的發展。台灣的醫療產業在國際上頗具盛名，全民健康保險制度的推行，讓台灣人人都能接受醫療服務，但由於就醫的門檻變低了，人們容易出現濫用醫療資源的現象，而有限的醫療資源使得醫療院所設法壓縮成本支出，以確保其營運績效，血汗醫院的現象加上層出不窮的醫療暴力事件，讓醫護人員處於惡劣的工作環境，也進而影響提供給病患的醫療服務品質。「智慧醫院」透過科技的應用，期望能降低醫護人員的工作負擔，並帶給病患更好的醫療照護品質，使得醫療院所的智慧化成了必然的趨勢，智慧醫院建置前的投入、建置後的使用與帶來的成效為何，都影響著智慧醫療往後的發展。 本研究以員林基督教醫院為個案，主要目的為探討智慧醫院之建置所需具備的關鍵資源及其影響，並以資訊系統成功模式的觀點分析影響使用者使用智能系統的因素，找出智慧醫院對病患、醫護人員與院方所帶來的價值。本研究所得之結論為：智慧醫院之建置，除了需投入大量資金於新設備，還要有醫療資訊系統與醫院自身的資訊能力作為關鍵資源，以提供智能系統高系統品質與高資訊品質。系統品質中的易用性、資訊品質的正確性與即時性、上層對基層的期望與醫院所在的環境，都會影響使用者的使用意願與使用狀況。智慧醫院改善醫護人員的工作負擔，亦提升對病患的照護品質，雖然財務上短期無法回收其投入，但無形中為醫院提升醫療服務品質，並帶給病患更便利與貼近的醫療服務。

Background: The companies of Industry 4.0 need to invest in digitalising their organizations as software is growing into a decisive manufacturing determinant. Especially in the SaaS business and the transformation to Industry 4.0, there are many small companies that are driving the transformation while competing for market share. In this context, the SaaS providers need to develop an understanding of the success of their solution. While the Information Systems Success Model by DeLone and McLean has found some application in the context of SaaS solutions, there is no specific model for the SaaS industry. Furthermore, there is the underlying need to understand which antecedents cause or influence the success of an information system. Purpose: The purpose of this study is to develop an Information Systems Success Model for Software-as-a-Service companies and to understand the antecedents and their relationships to the success of SaaS solutions from the SaaS provider’s point of view. Method: This study followed an abductive approach due to the possibility to simultaneously review existing theory and examine the empirical findings in the analysis. Furthermore, an exploratory study was conducted utilizing both quantitative and qualitative methods. The quantitative data was gathered through a standardized online survey of the customers of a SaaS provider and then analysed using Structural Equation Modelling. The qualitative data was collected through semi-structured interviews with SaaS providers, SaaS customers, and researchers of related fields and then analysed using a hermeneutic data analysis approach. The results of both methods were then triangulated to create the adapted model. Conclusion: Three antecedents of information systems success in the SaaS context were identified as part of this study. The antecedents are Management Support, User Involvement, and Trust. These antecedents can be used as levers by the SaaS provider to steer the success of their solution. Furthermore, the antecedents are integrated in a comprehensive Information Systems Success Model to measure and understand the success of SaaS solutions from the SaaS provider’s point of view.

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. Finally, this research makes some suggestions for the improvement of e-Procurement policy, and for future researches.