全球經濟已進入微利時代，企業於每一環節錙銖必較，都望能獲得最大利益。在全球吹起專案管理風潮，企業主皆共襄盛舉，期盼能透過有效的專案管理而增加企業本身競爭力。然而，在如此勢在必行的情況下，專案的成功率依舊偏低。過去研究皆有針對公司制度、技術或是人員本身探討影響專案之成功因素，但對專案利害關係人對專案績效的影響甚少著墨。因此，本研究以系統專案相關人員（系統使用者、資訊人員、系統開發人員）之相互信任關係，及其對專案績效之影響做探討分析。本研究採個案研究法，分析系統使用者、資訊人員及系統開發人員對其他兩方的信任與影響信任之因素，並探討系統使用者、資訊人員及系統開發人員之信任關係對專案績效的影響。結果發現，系統使用者、資訊人員及系統開發人員認為信任對方與否會影響其專案績效，而不同角色之間的信任關係會影響不同層面的專案績效。

Global economy has entered the low-profit era. Company saves every single penny to decrease cost in order to maximize profit. Corporations pursue project management hoping to increase its competitiveness and efficiency. However, the project successful rate is still low. In the past, researches have been focused on the key success factors of project management, in which the factors are related to the management system, technical components, and project members. However, there are few researches exploring how stakeholders of a project can affect the project performance. The objective of this study is to investigate the trusting relationship among three parties, including system end user, IS staff and system developer, and explore how this relationship affect the project performance. This study adopted case study analysis to identify the trusting relationship, its antecedents and the effect on project performance. Result suggested that different trusting relationship between these three parties will affect different dimensions of project performance.

書名頁 i
論文口試委員審定書 ii
授權書 iii
中文摘要 iv
英文摘要 v
誌謝 vi
目錄 vii
表目錄 ix
圖目錄 x
一、 緒論 1
1.1 研究背景與動機 1
1.2 研究問題與目的 2
1.3 研究流程 3
二、 文獻探討 6
2.1 資訊軟體產業 6
2.1.1 資訊軟體產業 6
2.1.2 資訊軟體特性 7
2.1.3 台灣資訊軟體產業之發展歷程 9
2.1.4 資訊軟體現況 12
2.2 專案管理 14
2.2.1 何謂專案 14
2.2.2 何謂專案管理 17
2.2.3 專案績效 24
2.3 信任 26
2.3.1 信任定義 26
2.3.2 信任因素 31
三、 研究方法 33
3.1 研究方法 33
3.2 資料蒐集方法 35
3.3 訪談對象 37
3.4 研究架構 38
四、 資料分析與探討 40
4.1 研究個案 40
4.2 個案資料分析 41
4.2.1 系統使用者 41
4.2.2 資訊人員 44
4.2.3 系統開發人員 46
4.3 個案彙總分析 50
4.3.1 系統使用者、資訊人與系統開發人員三者間信任 50
4.3.2 信任因素 51
4.3.3 系統使用者、資訊人員及系統開發人員信任與專案績效之關係 55
4.3.4 小結 57
五、 結論 59
5.1 結論 59
5.2 討論與建議 61
5.3 研究限制 64
參考文獻 65
中文文獻 65
英文文獻 67
附錄 72
附錄一　系統使用者之信任問卷 72
附錄二　資訊人員之信任問卷 73
附錄三 系統開發人員之信任問卷 74

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