資訊管理展望，第四卷，第一期，2002年3月
資訊品質與顧客關係管理在金融業之應用研究，張心馨、林松江
[摘要] [全文]
運用多重代理人於遠距教學系統之適性化教學，林立傑、陳冠碩、
[摘要] [全文]
運用基因演算法於平行機器之工作排程，周清江、黃信強
[摘要] [全文]
軍事地理情報支援國家安全決策之研究—以資訊管理為觀點，廖述賢、王瑞源
[摘要] [全文]
群體決策線上排課系統之建置，林文揚、蘇家輝
[摘要] [全文]
情境擾動影響電子商店購物行為之研究，余泰魁、林益民
[摘要] [全文]
台灣學術網路在高中職連網的推展現況之調查研究，曹元良、梁德昭
[摘要] [全文]
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[回目次] [全文]
資訊品質與顧客關係管理在金融業之應用研究，張心馨、林松江
對適當的顧客群，透過適當的通路，在適當的時機，提供適當的服務；「適
當」即練粹最有品質之資訊，以調整組織機能，創新並創造價值。國內金融自由化之後，企業必須主動瞭解客戶的需求，並解決市場機能，建立與客戶良好互動
關係，才能維持舊有顧客並開發新客戶滿意。而企業採用顧客關係管理（Customer
Relationship Management, CRM）系統是為了產生良好的決策資訊品質而存在，
藉由CRM 系統所產生的資訊與知識，將可協助企業主管瞭解並判斷顧客的需求及
預測市場的趨勢。本研究以科技接受模型（Technology Accepted Model, TAM）
為理論基礎，推論探討資訊品質對金融業者引進CRM 系統時重要因素，與實際運
作對企業組織所產生的影響。研究分兩階段進行，第一階段針對目前台灣金融業
CRM 系統的有用性、易用性、適用性之規劃與實施，對組織管理所產生的實質影響，進而發展研究模式架構；第二階段以問卷調查進行資料分析，以瞭解金融業
者對CRM 資訊品質的認知與實際應用，以及未來需求規劃方向，作為修正研究模式之依據。其目的在深入探討金融業應用CRM 與資訊品質在行銷、Data Mining、
OLAP、Call Center、Service 等實質幫助與影響程度。研究結果發現金融業者對於資訊品質的認知與瞭解程度會影響CRM 系統的有用性與易用性認知；CRM 系統
的有用性與易用性會影響系統採用的適用性。後續研究，將擴大母體，以進行不同產業間CRM 的運用；亦可結合企業資源規劃(ERP)和供應鏈管理(SCM)等議題，作為更進一步產業電子化，或企業“易化”之實證研究。
關鍵詞：資訊品質、顧客關係管理、科技接受模型
[回目次] [全文]
運用多重代理人於遠距教學系統之適性化教學，林立傑、陳冠碩
本研究的目的是在於提出一個適性化(Adaptive)遠距教學的多重代理人架構，並依據此一架構進行系統的實作，再利用實驗方法，來檢驗此一適性化教學系統對學習者學習成效的影響。研究的因變數為學習者的學習成效、跳頁程度和學習態度。實驗的受測者為世新大學資訊管理學系選修網路程式設計的課程，日、夜部學生共計85名；並根據受測者選修日間部或夜間部的課程而區分為使用適性化教學或不使用適性化教學二組。實驗過程中，教學系統會追蹤學習者的學習表現，而認知表現與態度則以離線的紙筆測驗及態度問卷測量。本研究的結果顯示，使用適性化遠距教學的受測者在學習的成效和學習的態度有顯著性的影響。
關鍵字：適性化、代理人、學習代理人、多重代理人、遠距教學、電腦輔助教學
[回目次] [全文]
運用基因演算法於平行機器之工作排程，周清江、黃信強
本論文為使製造工廠排程問題之解決更接近實際的生產狀況，將工作延遲與提前完成成本、機器閒置時間成本、機器設備啟動成本列入考量因素，目的在於求得考量這些因素下的最佳化排程結果，以降低存貨倉儲、交貨延遲之違約、設備、以及人力等成本。本論文在基因演算法的設計上，先提出一套染色體的組成方式，使其能比較完整呈現問題的解答空間。其次，將演化機制與適合度函數重新設計，以有助於提昇逼近最佳解的速率，並更接近實務上生產排程所需考量的情形。最後，依此架構實作系統，與過去文獻中所提的架構求出之排程結果做比較，並分析本論文所提架構之優越性如下：一、可比解同類型排程問題之基因演算法更逼近最佳解，二、每次演算所得之最後解答的差異性小、穩定性高，三、考量因素比較適用於實際工廠應用。
關鍵詞：排程、平行機器、基因演算法
[回目次] [全文]
軍事地理情報支援國家安全決策之研究—以資訊管理為觀點，廖述賢、王瑞源
國家安全是一個國家至高無上的目標，也是國家機器運作的主要目的。「國家安全」(National Security)是第二次大戰以來經常被引用的名詞，在傳統的概念上，指的是保護國家的人民與領土，避免受到外來攻擊與威脅。而掌握威脅來源最好的方法就是「情報」，因此任何與國家安全威脅有關的情報獲得、分析、處理、以及運用都是極為重要。對於國家安全的決策而言，由於決策複雜的程度，超過政府中的單一部門，因此國家安全的決策必定存在一種決策的機制(Decision
Mechanism)，透過機制的運作，將情報的運用融入集體的智慧，爾後產生供決策者參考的可行方案(Alternative
Plans)，此一過程其實與管理實務中問題解決的過程(Problem-solving Procedure)十分類似。然而，在探討情報與國家安全此一議題上，鮮少有將資訊管理的工具與方法，導入於國家安全決策中，作系統化的決策支援(Decision
Support)。本研究嘗試以個案庫決策支援系統(Case-based Decision Support Systems)為基礎，將軍事地理情報(Military
Geographical Intelligence)與個案庫決策支援系統予以結合，發展一套植基於內部網路(Intranet-based)的知識型決策支援系統(Knowledge-based
Decision Support System)，以支援國家安全決策。
關鍵字：國家安全，軍事地理情報，個案庫決策支援系統，知識管理，資訊管理。
[回目次] [全文]
群體決策線上排課系統之建置，林文揚、蘇家輝
排課是每一所學校都會面臨的繁重作業，且通常是校務行政電腦化中最難解決的一環。傳統的的排課系統多著重在排課作業自動化的開發，忽略了排課的前置作業.排課的資源及限制因素的蒐集匯整。此前置作業關乎後續的排課作業可否順利進行，且其所需耗費的時間更勝於排課作業本身，故一完整的排課系統應將排課的前置作業納入考慮。本研究旨在建立一以群體決策為模式的線上排課系統，嘗試開發一涵蓋排課的前置作業的自動化排課系統。其特點在於透過網際網路的模式，提供一可供蒐集及匯整排課資源與限制因素的使用者環境，且在蒐集前述需群體參與的排課因素時，導入了「群體決策」的模式，幫助參與者(教師)完成資料的輸入，降低後續的協調處理的工作。另外，此系統同時兼顧排課作業中手動與自動化的模式，以提供排課作業更大的彈性。
關鍵字：排課作業、群體決策支援、最佳化問題、網際網路
[回目次] [全文]
情境擾動影響電子商店購物行為之研究，余泰魁、林益民
本研究旨在探討情境因素對電子商店購物者行為之影響，以中部某技術學院的學生為研究對象，首先經由文獻回顧建立本研究之架構與假設，並進而嘗試導入莫拉比安-羅素模型（Mehrabian-Russell
model）應用電子商店購買環境之情境因素的氣氛塑造，牽引出上線瀏灠者情緒反應，激發購買行動。本研究透過問卷調查與統計方法進行實證分析，經由變異數分析結果顯示購買意願會受情境因素所干擾，當消費者購買情緒狀態的程度不同時，購物行為及滿意度也趨之改變。此外，透過相關分析得知，情境因素的購物意願影響，以電子商店的資訊品質影響最大，互動因素最會影響消費者購買的趨避行為。
關鍵字：情境因素、電子商店、購物行為
[回目次] [全文]
台灣學術網路在高中職連網的推展現況之調查研究，曹元良、梁德昭
本研究旨在探討台灣高級中學與高級職業學校在網路的建置情形，以及應用網路在教學、行政上的現況，並分析在網路推展及應用的過程中所面臨的障礙，以期資訊網路在高中職的應用能更加廣泛，並獲得更大的成效。
本研究依照文獻探討與專家訪談的結果，採用問卷調查、高中職網站分析以及實地訪談等方式進行。為從多方面來了解網路推展現況，研究者選取10所高中及10所高職的網站進行網站內容分析。最後實地訪談4所高中、4所高職共8位電腦管理教師、資訊教師、系統管理師，以求更深入的現況呈現。
依據研究結果，本研究歸納出高中職學校發展與應用資訊網路的現況如下：高中職學校在與台灣學術網路（TANet）的連線上已完全達成，且多使用ADSL及T1以上專線之寬頻線路連線。惟在編制各校專責的資訊單位及專職的資訊教師、建置教室電腦等方面，並不理想。另外，高中職學校在運用網路輔助教學方面，情況並不理想，多以取用資源為主要應用方式，有能力設計教材、教案資源來輔助教學或資源共享的教師不多。
本研究亦歸納出高中職在網路的推展上所面臨的困難與障礙如下：1.學校缺乏專責之資訊單位及專責之資訊教師來負責推動資訊業務的建置；2.網路軟硬體建置及維護之經費不足；3.缺乏應用網路協助教學的環境；4.教師尚未習慣或排斥利用資訊網路融入傳統教學；5.在職教師資訊素養不足；6.網路上合適的教學資源不足；7.學校主管對資訊網路之建設與應用支持度不高。
由問卷結果的發現，本研究對規劃推動校園資訊網路化的教育當局建議如下：1.明訂學校專責的資訊單位及專責的資訊教師；2重新評估網路軟硬體及維護費用之預算；3加速建置網路教學之環境；4輔助在職教師增加運用網路與網路教學設計之能力。以期能讓已建構完成的台灣學術網路實體連線能夠充分發揮其功能與效用。
關鍵詞：台灣學術網路、資訊網路應用、高級中學、高級職業學校
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Journal of Information
Management, Vol. 4, No.1, Mar. 2002
Abstract
Integrating of Information Quality and CRM:
Evidence from Financial Organizations
Hsin Hsin Chang
Sung Chiang Lin
Customer relationship management (CRM) is becoming outmoded
almost as
quickly as it rose to prominence because with buyers having
so many options from
which to choose, it is the customer who is managing the
relationship. CRM is the
strategy of capturing, consolidating and analyzing customer
data, and then using that
knowledge to interact with customers. Many researchers indicate
that such quality
would influence the strategic decision-making. A new application
integrates ERP, SCM,
and CRM application modules into a single global database.
Companies can get a
complete view of their internal operations and customer
interactions. This is
emphasized from Internet-based ERP to SCM, and CRM systems.
The purpose of this
study is to explore the effects of IT and information quality
on the CRM：（1）The
research survey indicates that financial organizations are
especially focused on
improving customer satisfaction and are especially concerned
with the use of IT to
control and communicate high quality information.（2）Best
practices are identified
toward which financial institutions must move to provide
the predictable, responsive
world-class service that a growing global customer base
demands. The results of this
study were the perception and degree of grasp of financial
organization influence the
perceived ease of use and perceived usefulness of CRM in
the companies. In financial
organizations, the degree of perceived fit directly influences
perceived benefit of CRM.
Financial organizations hope the use of CRM will promote
interaction with customers,
especially for insurance business. CRM capabilities currently
limited by finite system
resources, but rapid development is anticipated.
Keywords： Information Quality, Customer
Relationships Management（CRM）,
Technology Accepted Model (TAM)
[Full Text]
Apply Multi-Agent Technologies for Adaptive Distance
Learning Education
Li-Chieh Lin
Kwansho Chen
The purpose of this research is to design an adaptive multi-agents
distance learning platform architecture and experiments
to evaluate it. Based on 85 Shih Hsin university undergraduate
students, we have evaluated the effectiveness, efficiencies
of learning, page jumping rate and learning attitude using
the platform. The result shows positive effects on both
student’s learning efficiency and attitude.
Keywords: Adaptive, Agent, Learning Agent,
Multi-agent, Distance learning, CAI.
[Full Text]
A Genetic Algorithm for Job Scheduling on Parallel
Machine
Chi-Chang Jou
Hsin-Chiang Huang
In order to make the solution of manufacturing scheduling
more realistic, we consider earliness/tardiness cost, machine
idle time cost, and machine setup cost in the selection
of sub-optimal solution. In this paper, we first propose
a new mode of chromosomes to make search space of the problem
more complete. Secondly, we redesign evolution processes
and fitness functions to help the speed of obtaining sub-optimal
solution more rapidly. Finally, we design and implement
a working scheduling system and compare its results with
those of previous studies. The experimental results are
analyzed and we demonstrated our algorithm has the following
advantages: 1. The proposed fitness function and chromosomes
perform better than traditional genetic algorithms. 2. The
obtained solutions are more stable in the same that the
deviations are smaller. 3. It considers more factors, and
is more suitable for real manufacturing cases.
Keywords：Scheduling, Parallel Machine,
Genetic Algorithm
[Full Text]
The Study of Supporting National Security Decision
Making Use Military Geographical Intelligence—The Perspective
of Information Management
Shu-Hsien Liao
Ruey-Yuan Wang
National Security is the most important objective to a Country.
Intelligence is a main method to keep a Country away from
threats from hostile Countries or groups by integrating
intelligence with decision-making mechanism of the Government.
This research investigates that decision-making of National
Security is a problem-solving procedure. The proposed system
architecture, case-based decision support systems, is constructed
on Intranet in terms of implementing military geographical
intelligence on the CBDSS. The functions of system include
case base and rule base for decision support and knowledge
management are also demonstrated.
Keywords: National Security, Military Geographical
Intelligence, Knowledge Management, Information Management,
Case-based Decision Support Systems.
[Full Text]
Design and Implementation of a Group Decision Timetabling
System
Wen-Yang Lin
Ja-Hwung Su
Timetabling is one of the most difficult subsystems in building
the school executive information system. Most of the traditional
timetabling systems are focused on how to automatically
solve the timetabling problem but neglect the more time-consuming
preprocess for timetabling.collection and filtering of the
resources, periods, and constraints. In this research, we
propose a group decision online timetabling system. Take
our department as an example, we develop a timetabling system
that encompasses a preprocess for data collection and filtering.
The primary feature of this system is to provide a group
decision environment for participants to negotiate and solve
the conflicts. This can greatly alleviate the burden of
the timetabling manager and speedup the whole process. Besides,
this system also provides two scheduling modes, manual and
automatic, to give more flexibility for the timetabling
manager.
Keywords：Timetabling, group decision support,
optimization problem, internet
[Full Text]
The Influences of Situational Factors on Shopping
Behavior of Electronic Store
Tai-Kuei Yu
Yi-Min Lin
This research aims to explore how situational factors influence
customer behavior. By employing Meharbian-Russell model,
this research discusses whether electronic stores, by creating
a certain atmosphere inclusive of various situational factors,
can arouse emotional reactions in customers, stimulate their
desire to purchase, increase the opportunities for sales,
and affect their reactions after purchases. The structure
and hypothesis of this research are based upon a comprehensive
literature review. A data analysis is then implemented with
the aid of surveys and statistics. As the variance analysis
shows, customer behavior may often be influenced by a variety
of situational factors. A customer's behavior will change
as his or her emotional elements vary. Correction analyses
indicate that the most influential situational factor is
the way an electronic store impresses the customer, followed
by customer's satisfaction with its overall services and
customer's reactions after purchases.
Keyword：Situational Factor、Electronic Store、Shopping
Behavior
[Full Text]
A Study on Internetworking Implementation
in Senior High / Vocational School
Yuan-Liang Tsao
Teh-Chaw Liang
This study is to evaluate the establishment and implementation
of internetworking in Taiwan’s senior high schools, both
in teaching and in administration.Findings of this study suggest the following: 1.Internetworking
between senior high schools and professional high schools
with Taiwan’s academic network, TANet, is fully established.
Most are connected through ADSL and T1, or more advanced
broadband systems. However, recruitment of full-time teachers,
establishment of exclusive information centers and Internet
computer classrooms still leave much to be desired; 2.Schools
have yet to fully use the Internet as supplemental teaching
material. The Internet is still used as a source of retrieving
information only; 3.There is a lack of teachers who can
design teaching materials and provide cases as supplemental
material or information sharing.
The evidences of the survey reveal the following problems
and obstacles that implementation of internetworking faces:
1.Schools lack exclusive information systems units and teachers
of information science; 2.Insufficient budget for building
Internet software, hardware and maintenance; 3.Lack of ideal
environment for learning Internet application; 4.Teachers
are not yet used to using the Internet as supplemental material
for teaching. 5.Lack of on-job training for teachers of
information science. 6.Insufficient on-line teaching material
that is appropriate.
Keywords：TANet, Senior High School, Vocational
High School, Network Application
[Full Text]