Please use this identifier to cite or link to this item: http://hdl.handle.net/11455/92498
標題: Assessing and Managing Cloud Government Service User Satisfaction
評估與管理雲端政府服務之使用者滿意度
作者: 蕭慣榆
Kuan-Yu Hsiao
關鍵字: 雲端政府;電子化政府;終端使用者運算滿意度;量表開發;Cloud government (C-Government);End-User Computing Satisfaction(EUCS);Scale development
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摘要: 
Currently, Cloud-based service is the trend of E-service. Government needs to implement technology innovation for citizens. Current model (E-Government) has a significant problem that citizens need two-way dialogues with government to do comment and to do some obligations. It shows that the public sectors need a new model:Cloud government service (C-Government) taking Internet as the primary way doing communication and service delivery. Newest services have the lowest capital expense. However, the crucial to success is depending on the user perceived satisfaction of theC-government.

This research purpose is to build a surrogate system for measuring user atisfaction of C-government. Namely, develop a scale for an application that succeeds in eating a service that is compatible with citizens' needs, desires and expectations. Items re adopted as End-User Computing Satisfaction (ECUS) scale. Conduct factor analysis after filtering with reliability and validity process. This study builds an instrument with dimensions among Content, Ease of Use, Security, Timeliness and Enjoyment. In conclusion, it provides views for both service participants and governmental policy-makers to enhance government services with technical, behavioral and managerial aspects.

當今雲端基礎服務已電子化服務是潮流,政府必須執行科技創新來降低 IT 部門的訊息傳遞成本,目前較常使用的模型 (電子化政府服務)面臨主要問題:人民需要與政府有雙向溝通管道參與公眾活動以及透過雲端政府服務盡人民義務,而政府電子化後,也需要一個機制及方法統一及整合。這表示公部門需要一個新形態服務模型,雲端政府,一個利用網路為主要溝通與資訊傳輸的雲端政府服務,並從中得到用最低成本發送最新服務的效益;而是否能成功則是取決於使用者對雲端政府服務的滿意度。

本研究目的為開發一個代替方案來評估雲端政府服務的使用者滿意度,即建立整合民眾的需求、期望與預期的雲端政府服務的評估量表。經由初始問卷開發,文獻探討並與專家訪談中取得題項,再由信度與效度的過濾後執行因素分析,本研究發展出一個量表,包含內容、易用性、安全性、及時性與享受性共五個面向。最後此量表提供服務參與者以及政府決策者在技術、行為、管理三方面觀點提升雲端政府服務。
URI: http://hdl.handle.net/11455/92498
其他識別: U0005-0607201516114000
Rights: 同意授權瀏覽/列印電子全文服務,2018-07-16起公開。
Appears in Collections:科技管理研究所

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