探討銀行員工抗拒轉換企業系統因素之研究：以性別與科技失調為調節變數

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题名:	探討銀行員工抗拒轉換企業系統因素之研究：以性別與科技失調為調節變數
作者:	陳思彤;Chen, Ssu-Tung
贡献者:	企業管理學系在職專班
关键词:	使用者抗拒;新作業系統;性別;科技失調;User resistance;New system;Gender;Technology dissonance
日期:	2019-07-17
上传时间:	2019-09-03 14:43:25 (UTC+8)
出版者:	國立中央大學
摘要:	資訊技術快速發展的今日，隨著人們消費型態改變，金融交易模式也跟著調整，由早期人們習慣到銀行臨櫃交易，至今多數金融消費者已透過網路銀行或行動裝置操作。金融消費模式的改變，銀行所採用的作業系統勢必得更新，方能跟上金融市場的快速變化的步伐，而人員對於新系統導入的大幅度異動普遍容易產生不安情緒。本研究將從現狀偏好(使用者習慣性)的角度探討銀行員抗拒企業系統導入之因素，以結構方程式進行資料分析，探討銀行員的心理承諾及理性決策制定下，對認知失誤產生的影響，並以性別及科技失調為調節變數，了解在新系統採用過程中抗拒行為的產生原因，針對臺灣地區曾經經歷實施新舊系統轉換，並於該時期在職在任的銀行從業人員為研究對象進行問卷調查，共取得有效問卷 211 份，結果顯示心理承諾及理性決策制定二者皆會對認知失誤造成影響，導致使用者抗拒行為產生，心理承諾亦可不透過中介變數而直接產生使用者抗拒行為，並將性別及科技失調做為調整變數，對使用者理性決策制定及認知失誤產生部分影響，最後，本研究將根據分析結果對未來欲導入新系統之企業或研究提出建議。;Today, with the rapid development of information technology, as people′s consumption patterns change, the financial transaction model has also been adjusted. From the early days people used to bank transactions, most financial consumers have operated through online banking or mobile devices. The change in the mode of financial consumption, the operating system adopted by the bank is bound to be updated, in order to keep up with the rapid changes in the financial market, and the large changes in the introduction of new systems are generally prone to anxiety. This study will explore the factors that bankers resist the introduction of enterprise systems from the perspective of current status preferences (user habits), analyze the data with structural equations, and explore the impact of bankers′ psychological commitments and rational decision-making on cognitive errors. Using gender and science and technology disorders as adjustment variables to understand the reasons for the resistance behavior in the process of adopting the new system, the questionnaire survey was conducted for bank practitioners who had experienced the transformation of the old and new systems in Taiwan during the period. A total of 211 valid questionnaires were obtained. The results showed that both psychological commitment and rational decision-making have an impact on cognitive errors, resulting in users resisting behaviors, and psychological commitments can directly generate user resistance behaviors without mediating variables. Gender and technology disorders act as adjustment variables, which have a partial impact on users′ rational decision-making and cognitive errors. Finally, this study will make recommendations based on the analysis results for companies or research that will introduce new systems in the future.
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