Mobile Administrative Services: Smartphone Usage of Taipei City Neighborhood Secretary

• Main Author: 蔡怡軒
• Other Authors: 蕭乃沂
• Format: Others
• Language: zh-TW
• Online Access: http://ndltd.ncl.edu.tw/handle/86404719497388729434

碩士 === 國立政治大學 === 行政管理碩士學程 === 101 === According to the popularity of smartphone and the development of mobile internet technology, some neighborhood secretaries (the “users”) began using smartphone (the “device”) instead of PDA in public service handling. With respect to the fact that the device with mobile technology will become indispensable tool for public affairs, we not only studied the users’ behavior of using the device, but also explored the key factors that influenced the users when picking their device. Finally, it’s possible to procure work better by the development of application software for the device in the future. In this paper, we adopted Theory of Planned Behavior (TPB), and obtained research data via literature discussion, due diligence interviews and questionnaires and then verified hypothesis by using both statistical techniques and information from the interviews. The results are as follows: 1st, in the aspect of users’ behaviors regarding functions that the device provides, the highest proportion of top five were "making and receiving calls", "taking photos", "inspecting cityscape", "sending text messages" and "reporting disasters". The frequency of the device usage in each smartphone function was higher than that of PDA. 2nd, the implication of research hypothesis verification: (1) The more positive the users’ “Attitude” toward the device usage, the higher their “Intention” to use the device. (2) The more positive the “Subjective Norm” toward the device usage, the higher the users’ “Intention” to use the device. (3) The more positive the users’ “Perceived behavioral control” toward the device usage, the higher their “Intention” to use the device. (4) The more positive the users’ “Perceived behavioral control” toward the device usage, the more their usage “Activity”. (5) The more positive the users’ “Actual behavior control” toward the device usage, the higher their “Perceived behavioral control”. (6) The users’“Actual behavior control” has no significant effect on their usage “Activity”. (7) The more positive the users’ “Intention” toward the device usage, the higher their usage “Activity”. 3rd. In the aspect of development proposal of mobile application software, the top three functions that the users wanted the most were “Official cloud storage accessible from anywhere with access to forms, documents, photographs, and files as needed”, “The address book of the users’ group of various administrative district which enables the users to send messages, photographs and files etc. to their fellow officers in order to save precious time on searching phone numbers and other information.”, and ”Synchronization of colleagues’ working calendars in order to manage the users’ schedule on a timely basis.” According to the above findings of this research, we can make the suggestions as follows: (1) Reviewing the application scope of the device and establishing the mechanism of using the device in order to prevent inflexibility of organization. (2) Adopting approaches which can better accommodate the different user’s preference for various device brands and models for the general acceptance and use. (3) Facilitating public service handling and innovation through development of appropriate device functions by utilizing the users’ understanding of opinions of the general public, their on-site experiences, and the generalization of the device usage. (4) Optimizing functions and features of the device which can assist the users to accomplish their duties, improve their users’ experience, increase their usage frequencies, and achieve the ultimate goal of resource efficiency. (5) Establishing an incentive plan which is more comprehensive and encouraging to increase job satisfaction and ensure effective mode of public service and management.