電子化政府服務品質之研究-以商港服務費金流收費系統可靠度分析為例

Abstract

政府為了提昇我國海運及港埠經營的國際競爭力。委由行政院於九十二年起配合挑戰2008計劃建立全國性Portal/HUB，並在交通部推動「航港資訊系統建置計畫」。其中，MTNet係作為交通部與航港相關業界之橋樑，其上建置「商港服務費金流收費系統」，將其商港服務資訊平台導入線上電子交易支付系統以進行線上小額交易、查詢等工作。鑒於過去並未對政府機關實施商港服務費金流收費系統之可靠度研究，且未對此商港服務系統實施績效進行評估，故本研究之目的在探討商港服務收費系統之品質因子對使用者滿意度及系統可靠度之影響與使用者之行為分析。 本研究依據Delone與McLean等專家的意見整理出影響資訊系統可靠度之主要構面，包括「資訊品質」、「系統品質」、「服務品質」等三構面。由此三個構面再延伸出10個影響因素進行分析，並透過問卷調查法對商港收費系統進行調查，以集群分析來驗證其相關性。研究結果發現： (1)影響商港服務費金流收費系統可靠度之資訊品質、系統品質及服務品質對於不同群體均有顯著影響。

(2)不同使用者群體對影響系統可靠度構面之重視均有明顯差異。

本研究並對於航港機關有關：(1)提升系統功能 (2)改善實務之管理層面，提出六點建議，以供改善航港機關商港收費系統效率之參考。

關鍵字：可靠度、資訊品質、系統品質、服務品質、商港服務費金流收費系統

A project of “Challenging 2008” was inaugurated in 2004 by the Executive Yuan to improve the international competitiveness of marine and harbor management affairs. Among this big program, the national Portal/HUB system is being built on the platform of MTNet under the superintended of the Ministry of Communications. And a money flow management system for port service was setup for improving small scale real-time transaction and information service. Owing to the negligence of past decades, this study was purposed to improve the efficiency of money transaction in harbor service system. The impact factors to the customers’ behavior, their satisfaction and system reliability were also tested and surveyed in this study.

Three facets were concluded with the help of expert’s point of view. According to Dr.Delone , Dr.McLean and other scholar’s idea,「Information Quality」、「 System Quality」and 「Service Quality」were the most important facets for harbor service management. Some other ten extensive impact factors were drawn from these three facets. The results of statistical analysis for questionnaire survey with cluster analysis were as the followings:

(1) There are significant differences between different customer groups in the three facets of information quality, system quality, and service quality for money transaction. (2) There is significant difference between different groups on the attitude to the reliability of money transaction system. Six suggestions were drawn for (1) improving the system performance (2) improving practical management effects. And it can be as references for future system promotion.

Keywords: Reliability、Information Quality、System Quality、Service Quality、money transaction service