| Summary: | 碩士 === 銘傳大學 === 資訊管理學系碩士在職專班 === 93 === To cope with the global trend of liberalization and financial reforming , the service quality of financial institutions in TAIWAN marches toward the level of internationalization gradually during the meagre profit period. Hardward and software are upgraded, new financial product are accelerated, new fincial service concept, e-commerce, different property to form an alliancing, the financial market reforms etc.,all of these change the competitive environment nowadays. With the progress of information technologic, financial market liberalization, produce life cycle are shorter, financial institutions are rely on IT more and more than before.
Conflict is a major obstacle to effective computerization(Smith and Mckeen, 1992). Whether an information system success, have close relations with the interact between IS user and IS staff, including the cognition, communicating and coordinating of both sides. This research regards banking as the research object, base on the sources of conflict, conflict types, and the influence to system performance in conflict theory, with study of information system development and conflict relevant literatures, to analysed the factor that influencing conflict ,conflict types and the impacts on systematic performance, during information system development between IS staff and IS user.
The research starts from the collection of historical and reference data. It classifies the factor influencing conflict into six categories – user''s factors, IS staff’s factors, user participation, influence power, communication and top management support, and classifies the type of conflict into relation conflict, task conflict and process conflict, and system performance classifies into four constructs – the project proecss satisfaction, information quality satisfaction, system quality satisfaction and service quality satisfaction. Secondly, establish the framework and hypotheses of the research, then design and development the questionnaires, in order to probe into the relations of conflict and system performance between IS staff and IS user in ISD process of bank institutions.
The survey targets at personnel of information department and the persons who puts forward demand of business departments inside the domestic bank, namely the personnel participating in the special project and developing actually, and do not include the outsourcing projects. In the end, runs SPSS statistical analysis from the result of the research survey to prove research scenario.
The result of the research found that in the ISD process, the conflict may perceived among the IS user and IS staff has “ task and process conflict“ and “relation conflict“, among them the “task conflict“ and “process conflict“ lying between the limit in the sample materials are not obvious, so merge into the same factor – “task and process conflict“ .
And in the factor affect conflict, only “top management support“ reducing both “relation conflict“ and “task and process conflict“ , all have obvious affect , because the over all of “relation conflict“ is not serious, so the impact on “relation conflict“ of other factors are not apparent. “ability to express of IS staff“, “the level of user''s business knowhow“ and “personal influence power“ have result of reducing “task and process conflict“, and “user’s experience in ISD project“has positive relation to“task and process conflict“ .
In the category of “system performance”, “group norms” is directly related to “services quality satisfaction“ and “system quality and system adaptability“, and ”group norms“ is indirectly related to reduce the negative affect to “the project process satisfaction” and “information quality satisfaction“ from “relation conflict“ and “task and process conflict“. And “relation conflict“ and “task and process conflict“ have result of reducing “the project process satisfaction“ and “information quality satisfaction“ .
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