導入 AI 輔助知識管理系統對員工工作效率之影響：以 Z 公司為例

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姓名

王瑩鳳(Ying-Feng Wang) 查詢紙本館藏

畢業系所

資訊管理學系在職專班

論文名稱

導入 AI 輔助知識管理系統對員工工作效率之影響：以 Z 公司為例
(The Impact of AI-Assisted Knowledge Management Systems on Employee Work Efficiency: A Case Study of Company Z)

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至系統瀏覽論文 (2028-7-1以後開放)

摘要(中)

本研究為一項探討人工智慧（Artificial Intelligence, AI）輔助知識管理系統的先導性個案分析，聚焦於企業導入過程的應用模式與初步成效。以臺灣Z公司內勤單位為例，該公司因知識整合困難與資訊風險等問題，於2024 年啟動地端AI系統計畫，期望藉此提升工作效率與資訊安全。
本研究參考DeLone & McLean（2003）資訊系統成功模型及關鍵成功因素（CSF）理論建構分析架構，透過問卷調查、任務測試與半結構式訪談進行蒐集資料，分析系統使用者的滿意度與效率變化，並從專案負責人觀點探討導入歷程中的關鍵因素。
研究結果顯示，多數員工可順利操作系統，並對系統的操作介面與穩定性表示肯定；但在資訊準確性與語意表達方面意見分歧，且系統尚未普遍整合至日常工作流程。任務測試顯示，使用AI協助可有效縮短文件翻譯、摘要生成與資訊查詢等任務的執行時間。根據專案負責人訪談，高層支持與資源提供被視為系統推動的重要條件，亦指出跨部門溝通與使用者參與安排對系統整合與實際運用具有影響。
本研究探討AI 系統於知識管理領域的導入過程與初期應用情形，說明相關技術、組織與人員因素之相互作用，提供企業在推動AI輔助系統時可參考的實務觀察資料。

摘要(英)

This study presents a preliminary case analysis of an AI-assisted knowledge management system deployed in 2024 in Company Z’s internal unit in Taiwan. The system was designed to enhance work efficiency and information security by addressing challenges in cross-departmental knowledge integration, information dispersion, and data security through on-premises AI.
Drawing upon the DeLone & McLean (2003) Information System Success Model and the theory of Critical Success Factors (CSF) to develop its analytical framework, this study employs a case study methodology, using surveys, task-based tests, and semi-structured interviews to examine user satisfaction, changes in efficiency, and key success factors applied during the implementation process.
Findings indicate that most employees operated the system effectively and gave positive feedback on its interface and stability. However, opinions varied regarding information accuracy and semantic clarity, and the system had not yet been fully integrated into daily workflows. Task-based evaluations showed that AI assistance effectively reduced the time required for translation, summarization, and information retrieval. Project leaders emphasized that managerial support, sufficient resource allocation, cross-departmental communication, and user engagement were critical to successful system integration.
This study explores the initial application of AI systems in knowledge management and offers practical insights into the interaction among technological, organizational, and human factors for enterprises considering similar initiatives.

關鍵字(中)

★ AI
★ 知識管理系統
★ 工作效率
★ 使用者滿意度
★ 資訊系統成功模型

關鍵字(英)

★ Artificial Intelligence
★ Knowledge Management System
★ Work Efficiency
★ User Satisfaction
★ Information Systems Success Model

論文目次

摘要 i
ABSTRACT ii
誌謝 iii
圖目錄 iv
表目錄 v
第一章緒論 1
1.1 研究背景與動機 1
1.2 研究目的 2
1.3 論文結構與研究程序 3
第二章文獻探討 5
2.1 知識管理的發展與意義 5
2.2 AI 輔助的定義與應用 7
2.3 關鍵成功因素（CSF） 11
2.4 D&M資訊系統成功模型 13
2.5 本章小結 15
第三章研究方法 17
3.1 研究架構 17
3.2 個案研究法與研究對象選擇 18
3.3 研究設計 20
3.4 研究個案 25
3.5 研究資料來源 26
第四章個案研究分析 28
4.1 AI輔助知識管理系統導入動機與現況 28
4.2 AI 輔助知識管理系統導入過程 29
4.3 研究對象 33
4.4 樣本基本資料分析 36
4.5 使用者滿意度與系統成效分析 40
4.6 專案導入CSF匯整與負責人訪談 48
4.7 本章小結 58
第五章研究結論與建議 61
5.1 研究結論 61
5.2 理論與實務意涵 62
5.3 研究限制 64
5.4 未來研究建議 65
參考文獻 66
附錄一　研究問卷 77
附錄二　訪談大綱 81
附錄三　訪談知情同意書 83
附錄四　訪談人員編碼對照表 86

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指導教授

周惠文(Huey-Wen Chou)

審核日期

2025-7-14

推文