資訊系統滿意度之模糊語意評估

Abstract

資訊系統用戶的滿意度對當代資訊系統的成功和效率有深遠的影響，本文提出以模糊集合理論為基礎的資訊系統滿意度衡量方法，建構一資訊系統成功的語意詞評估模式，以語意詞來評估用戶滿意度，並以語意詞表示的總評估結果，以利管理當局判讀，此以語意詞表示的總評估結果可表達出資訊系統用戶對資訊系統所提供的服務之滿意度主觀感受與知覺程度。本文實證案例除能檢視本文所提之模糊語意評估的實用性與一般性之外，該模糊語意評估方法亦可應用於具有主觀性的評估問題。

User's satisfaction has a great impact to the success of information systems. This study proposes a conceptual model to assess the perceived information satisfactions properly using fuzzy set theory. The proposed method is straightforward to implement for measuring information satisfactions. In the proposed approach, the system user first records his or her perception of information satisfactions in linguistic terms. The reviewer then quantifies the perception with fuzzy numbers. By mutually comparing all the criteria, importance weights of criteria in assessing the information satisfaction can be prioritized. The fuzzy perceived satisfaction score is then calculated by combining the fuzzy numbers of criteria with the corresponding weights. The fuzzy scores are then transformed to linguistic terms to reflect the user's information satisfaction as interpreted by the reviewer. An empirical exploratory-based study is provided to show the practicability and generality of the proposed method. The proposed fuzzy linguistic assessment of information satisfaction can be used to measure user's ambiguous satisfaction concepts are associated with human beings' subjective assessment. Similarly, the proposed method can also be extended to other studies or contests in which the evaluation or appraisal is subjective or verbal in nature.