A Study on Knowledge Management System Using Information System Success Model: Case Study of Taiwan Water Cooperation

時代的演進造成知識經濟時代的來臨，在數位化及全球化洪流的影響，企業將面臨巨大的競爭威脅，因此企業如欲面對市場變化並保持最佳狀態,就必須實行知識管理。知識管理能將企業內外資源整合，保留並創新利用重要的智慧資產，讓企業能把體質轉化成為學習型組織，才能面對不斷變遷的環境威脅，轉化成企業發展新計畫及服務的契機。 現代企業的知識價值越來越重要，已漸漸取代有形的資產，形成企業無形資產及經濟資源，企業因此開始實施知識管理來提升競爭力。國營事業人力結構常呈現出整體員工年齡偏高且分布失衡的現象，國內好幾間國營企業未來幾年將面臨退休潮，會因此帶來的員工大量離退及經驗傳承的人才流失問題。急需建立知識經驗傳承的機制，將員工身上長久累積的實務經驗與知識轉化為組織記憶，使之能在企業延續下去。 為增進公司組織營運、運作績效及後續發展，有需要針對自來水公司知識管理系統及知識管理實務相關推動做一詳細檢視及探討，以期能達到未來促進知識管理推廣活動暨成效在自來水公司落實有效而全面化的作用。藉研究了解使用者使用知識管理系統運用於工作方面的資訊需求，對系統滿意度提出探討，進而對知識管理的系統面向及公司全面知識管理的落實提供具體作法提出改善建議。 本研究目的主要陳述如下： 一、 了解評估自來水公司知識管理系統之系統品質、資訊品質、 服務品質、以及組織文化、激勵措施的績效。 二、 了解自來水公司知識管理系統之實際運用狀況與使用者的資 訊需求。 三、 依據使用者滿意度提出知識管理系統未來需要改善推動的方 向。 在研究方法上採用文獻分析法與問卷調查法而問卷抽樣採取立意抽樣方式。先用文獻分析法研究國外相關學者文獻有關資訊系統成功模式的文獻並研究相關問卷詢問技巧及方式，再參照前人有關資訊系統成功模式的研究，整理出符合研究目的與問題的問卷內容。 本研究採用DeLone and McLean(2003)修正的資訊系統成功模型架構來探討自來水公司知識管理系統在組織的成功與否，以成功模型的架構輔以對知識管理的組織文化及激勵措施兩項構面,並對使用者滿意度及個人獲益面向，來綜合研究知識管理及其系統在自來水公司實行現況。 研究結合資訊系統成功模式與身分差異來探討使用者職位與系統使用滿意度關係，並探討知識管理在自來水公司推動的弱點及困難，以期能提出相關改善及推動的建議。 本研究架構是使用資訊系統成功模式設計「自來水公司知識管理系統(OPEE)使用者滿意度問卷調查表」問卷為研究工具，透過問卷調查的方式，了解使用者對自來水公司知識管理系統（營運智識支援系統OPEE-OKS）的系統品質、資訊品質、服務品質、組織文化及激勵措施、系統使用、使用滿意、淨利益等八大面向的評估結果。The evolution of the times has led to the advent of the era of knowledge economy. In the process of diversification and globalization, the enterprises will face a huge competitive threat. Therefore, enterprises must implement knowledge management if they want to face market changes and keep their best. Knowledge management can integrate the internal and external resources of enterprises, retain and innovate the use of important intellectual assets, so that enterprises can transform the body into a learning organization, in order to face the ever-changing environmental threats, into the enterprise development of new plans and services opportunities. The value of knowledge of modern enterprises is more and more important, has gradually replaced the tangible assets, the formation of corporate intangible assets and economic resources, enterprises began to implement knowledge management to enhance competitiveness. State-owned enterprise human structure often shows the overall staff age is high and the phenomenon of imbalance, several domestic state-owned enterprises in the next few years will face the tide of retirement, will bring a large number of employees retired and experience the loss of talent. The need for the establishment of knowledge and experience inheritance mechanism, the staff who accumulated long practical experience and knowledge into organizational memory, so that it can continue in the enterprise. In order to enhance the organization, operation and performance of the Company, there is a need for a detailed review and discussion on the knowledge management system and knowledge management practices of the water company in order to achieve the future promotion of knowledge management promotion activities and Comprehensive effectiveness. This paper discusses how to use the knowledge management system to use the knowledge of the knowledge management system, and discusses the system satisfaction, and then puts forward some suggestions on how to improve the knowledge management system and the implementation of the comprehensive knowledge management of the company. The purpose of this study is as follows: First, to understand the assessment of the water company knowledge management about system quality, information quality, service quality,as well as organizational culture, the performance of incentives. Second, to understand the actual use of knowledge management system of water companies and users of the information needs. Third, according to user satisfaction, knowledge management system in the future need to improve the direction of the promotion. In the research method, the literature analysis method and the questionnaire survey method were used to sample the sampling method. This paper studies the successful literatures of relevant scholars in literatures by literature analysis, and studies the related skills and methods of the related questionnaires. Then, according to the research on the successful mode of the information system, the contents of the questionnaire and the questionnaire are sorted out. In this study, the successful model structure of DeLone and McLean (2003) was used to explore the success or failure of the knowledge management system of the water company. The structure of the successful model was supplemented by the organizational culture and incentive measures of knowledge management , and the user satisfaction and personal benefit-oriented, to a comprehensive study of knowledge management and its system in the water company to implement the status quo. This paper explores the relationship between user position and system use satisfaction and discusses the weaknesses and difficulties of knowledge management in the water company, with a view to making relevant suggestions for improvement and promotion. The research framework is to use the information system success model to design the 'Water Supply Company Knowledge Management System (OPEE) User Satisfaction Questionnaire' , the questionnaire as a research tool. Through the questionnaire survey, we understand the users'' knowledge management system about system quality, information quality, service quality, organizational culture and incentive measures, system use, the use of satisfaction, net profit and other eight for the assessment results.目次 第一章 緒論……………………………………………………………1 第一節 研究背景與動機………………………………………………1 第二節 研究目的………………………………………………………4 第三節 研究問題………………………………………………………4 第四節 研究範圍與限制………………………………………………5 第五節 名詞解釋………………………………………………………5 第二章 文獻探討………………………………………………………7 第一節 知識管理的定義………………………………………………7 第二節 知識管理系統…………………………………………………23 第三節 資訊系統成功模式……………………………………………32 第四節 自來水公司知識管理導入現況………………………………42 第五節 小結……………………………………………………………54 第三章 研究設計與實施..……………………………………………55 第一節 研究架構………………………………………………………55 第二節 研究設計………………………………………………………58 第三節 研究實施與施測方式…………………………………………63 第四節 資料分析與處理………………………………………………64 第五節 問卷施測結果與分析…………………………………………66 第六節 研究流程與步驟………………………………………………73 第四章 研究結果與分析………………………………………………75 第一節 受訪對象在基本資料之分布情形……………………………75 第二節 企業員工對於知識管理系統使用者滿意之現況分析………77 第三節 企業員工背景變項對於知識管理系統之使用者滿意 的差異分析……………………………………………………84 第四節 企業員工背景變項對於知識管理系統之使用者滿意的詳細差異分析 ……………94 第五章 結論與建議………………………………………………166 第一節 結論………………………………………………………166 第二節 建議………………………………………………………169 第三節 後續研究建議……………………………………………170 參考文獻……………………………………………………………172 附錄一………………………………………………………………186 附錄二………………………………………………………………197 附錄三………………………………………………………………201 附錄四………………………………………………………………202 附錄五………………………………………………………………208 附錄六………………………………………………………………215 附錄七………………………………………………………………22