導入企業行動即時通訊軟體效益之關鍵因素-以I公司為例

Abstract

近年來行動裝置、行動上網與即時通訊軟體改變了人們在溝通上的傳統行為模式，行動電話已經不只是單純打電話用途，企業也開始積極推動使用行動裝置來做為辦公的工具，包括使用行動即時通訊軟體來做為員工溝通、任務指派的管理工具。行動裝置具備了便利、可攜帶的特性，但也產生了資訊安全與行動裝置管理的議題。企業行動管理是新興的管理議題，對於行動裝置應該開放或者管制是企業都必須面對的議題。 本研究以個案公司之實際案例，藉由企業導入行動即時通訊軟體之過程，了解採用此工具之原因及環境因素，以及系統上線後員工對企業行動即時通訊軟體的使用者滿意度、持續使用行為。透過資訊系統成功模式及IS接受後持續使用模式的構面，整理出本研究之架構，並藉由問卷調查方式取得資料，以SPSS統計軟體進行相關數據彙整分析，找出個案公司導入企業行動即時通訊軟體的關鍵因素，最後獲得「使用者滿意度」、「持續使用意圖/使用」此兩項構面與淨利益具有正向關係。

Mobile devices, wireless network and instant messaging applications have changed the traditional communication behavior in recent years. Making phone call is not the only function of mobile phone. Enterprises have begun promoting mobile devices as an office’s working instruments, including the usage of instant messaging applications for employees’ communication, mission assignment and project management. Although mobile device has the characteristics of convenience and portability, those features may also incur some information security issues. Enterprise mobile management has become an emerging topic for enterprises to consider, whether enterprise should take control of employees’ mobile devices during their working hours or not. This study is based on a real case of a corporation implementing an instant messaging application for the employees. This research first analyzes the reasons and environmental factors why the company chooses this system, following by observations of employees’ satisfaction and their continuous usage behavior. Through Information Systems Success Model and Continuous Usage Intention Model of Information System, we build up the structure of the thesis, gather data by questionnaires and analyze by SPSS, and observe the key factors of mobile instant messaging system from collected information. We find out that employees’ satisfaction and user’s continuous usage behavior have positive relationship to company’s net profit.