顧問服務品質對導入企業資源規劃系統成功之關鍵性分析

以作者查詢圖書館館藏

、以作者查詢臺灣博碩士

、以作者查詢全國書目

、勘誤回報

、線上人數：30

、訪客IP：18.119.129.77

姓名

李銘賢(Ming-Shyan Li) 查詢紙本館藏

畢業系所

資訊管理學系

論文名稱

顧問服務品質對導入企業資源規劃系統成功之關鍵性分析

相關論文

★ 影響ERP導入過程及成效因素之研究 - 單一公司兩次導入SAP系統之比較分析	★ 運用資料倉儲技術建置物力動員資訊系統之開發
★ 買方採用自有電子市集之個案研究─以台塑企業為例	★ DEA模型評估經營效率之研究—以某綜合證券商為例
★ 尋求卓越：中小企業資訊部門的管理之個案研究	★ 「證券商共同網路交易平台」之可行性分析
★ 產業競合模式策略探討－以自行車產業為例	★ RFID導入航空貨運站出口作業流程應用之研究
★ 綠色供應鏈活動建構之個案研究-以筆記型電腦製造業為例	★ 導入資訊科技服務管理之評估-以遠東銀行為例
★ 資訊系統導入歷程中專案團隊決策衝突之探討	★ 應用資源基礎理論探討持久競爭優勢-以智慧型手機H公司為例
★ 服務導向架構為基礎的企業流程管理之探討 - 以瀚宇博德股份有限公司為例	★ 沙賓法案實施與企業遵循個案研究--以K公司為例
★ 資訊服務委外之個案分析－以銀行簡訊為例	★ 有線電視業者經營IPTV之競爭優勢分析—以個案公司為例

檔案

[Endnote RIS 格式]

[Bibtex 格式]

[相關文章]

[文章引用]

[完整記錄]

[館藏目錄]

[檢視]

[下載]

本電子論文使用權限為同意立即開放。
已達開放權限電子全文僅授權使用者為學術研究之目的，進行個人非營利性質之檢索、閱讀、列印。
請遵守中華民國著作權法之相關規定，切勿任意重製、散佈、改作、轉貼、播送，以免觸法。

摘要(中)

為了達成組織目標，創造競爭優勢，企業紛紛導入ERP系統，對於企業而言，導入ERP系統時，要盡最大的努力增加ERP系統為企業帶來的利益，並且解決ERP系統建置過程中所可能發生的問題。本研究針對國內建置ERP系統的製造業廠商進行研究，探討影響ERP系統成功的因素。
本研究主要探討ERP顧問服務品質對於ERP系統成功的影響，以及企業評估顧問的服務品質時所重視的因素。除了顧問服務品質外，組織面及技術面的因素也會影響ERP系統成功，組織面方面，高階主管、專案團隊領導者、以及使用者在ERP系統建置過程中扮演重要角色。技術面方面，軟體功能與企業需求之差異性、以及企業本身的資訊科技能力，是否會對ERP系統的建置造成影響？
驗證結果顯示：顧問能力及顧問可靠度對於顧問服務品質有正向的影響，客戶參與ERP專案的程度對顧問服務品質沒有顯著的影響，可知企業在評估顧問服務品質時，注重顧問服務的結果，而較不重視顧問服務的過程。探討影響ERP系統成功（使用者滿意度、組織效益）的因素，顧問服務品質對ERP系統成功有正向的影響，高階主管及使用者對於ERP系統成功也有正向影響，這表示企業建置ERP系統時，除了要確保ERP顧問的服務品質外，組織內部的高階主管及一般使用者要強烈支持ERP建置專案，否則ERP專案是不會成功的。技術方面的因素，(1)軟體功能與企業需求之差異性對組織效益有負向的影響，對使用者滿意度則無顯著的影響；(2)資訊科技能力對使用者滿意度有正向的影響，對組織效益則無顯著的影響。意謂在ERP系統建置的過程中，顧問品質及組織因素對於ERP系統成功的影響比技術因素來得大。另外，驗證結果也顯示，ERP專案團隊領導者的領導能力與ERP系統成功沒有顯著的關係。

關鍵字(中)

★ ERP系統成功
★ 顧問服務品質
★ 企業資源規劃系統

關鍵字(英)

論文目次

目錄.........................I
表次.......................III
圖次.........................V
第一章緒論..................1
1.1 研究背景.................1
1.2 研究動機.................7
1.3 研究目的.................8
1.4 研究問題.................9
1.5 研究範圍.................9
1.6 論文架構與研究程序......10
第二章文獻探討.............12
2.1 ERP系統建置流程.........12
2.2 ERP顧問.................15
2.3 服務品質衡量............18
2.4 企業參與................21
2.5 組織因素................21
2.6 軟體功能與企業需求之差異性........25
2.7 資訊科技能力............28
2.8 資訊系統成功............31
2.9 小結....................34
第三章研究模型.............36
3.1 研究架構................36
3.2 研究假說................38
第四章研究方法.............48
4.1 研究設計及研究工具......48
4.2 研究變數................49
4.3 資料分析方法............53
第五章資料分析.............55
5.1 問卷回收................55
5.2 樣本基本資料分析........55
5.3 效度與信度檢定..........61
5.4 研究假說檢定............65
第六章結論與建議...........71
6.1 實徵結果................71
6.2 管理實務建議............75
6.3 研究限制................76
6.4 未來研究方向............77
參考文獻....................79
中文部份....................79
英文部份....................79
附錄：研究問卷..............88

參考文獻

中文部份
1.張緯良、陳育亮，「你在幫顧問公司訓練顧問？」，資訊與電腦，2002年2月號
2.游育蓁、何玉美，「導入ERP 佈建快速回應的企業神經系統」，管理雜誌，第296 期，第61-65 頁，民國88 年
3.羅仕偉，「影響企業資源規劃系統成功因素之研究-從顧問服務與軟體差異性探討」，國立中央大學未出版碩士論文，民國89年
英文部份
4.Adam, Frédéric and Peter O’ Doherty (2000), “Lessons From Enterprise Resource Planning Implementations in Ireland – Towards Smaller and Shorter ERP Projects,” Journal of Information Technology, 15, 305-316.
5.Alreck, Pamela L. (1994), “Professional Services Clients’ Interaction Styles,” Journal of Professional Service Marketing, 11(1), 143-159.
6.Barki, Henri and Jon Hartwick (1994), “User Participation, Conflict, and Conflict Resolution: The Mediating Roles of Influence,” Information System Research, 5(4), 422-438.
7.Basil, Preetam, David C. Yen and Hung-Lian Tand (1997), “Information Consulting: Developments, Trends and Suggestions for Growth,” International Journal of Information Management, 17 (5), 303-323.
8.Bharadwaj, Anandhi S. (2000), “A Resource-Based Perspective on Information Technology Capability and Firm Performance: An Empirical Investigation,” MIS Quarterly, 24 (1), 169-196.
9.Bingi, Prasad, Maneesh K. Sharma and Jayanth K. Godla (1999), “Critical Issues Affecting an ERP Implementation,” Information Systems Management, 16 (3), 7-14.
10.Bojanic, David C. (1991), “Quality Management in Professional Services Firms,” Journal of Professional Services Marketing, 7(2), 27-36.
11.Brady, Michael K., J. Joseph Cronin, and Richard R. Brand (2002), “Performance-Only Measurement of Service Quality: A Replication and Extension,” Journal of Business Research, 55, 17-31.
12.Brehm, Lars, Armin Heinzl, and M. Lynne Markus (2001), “Tailoring ERP Systems: A Spectrum of Choices and their Implementation,” Proceedings of the 34th Hawaii international Conference on System Sciences -2001, 1-9.
13.Brown, Carol V., Iris Vessey, and Anne Powell (2000), “The ERP Purchase Decision: Influential Business and IT Factors,” Americas Conference on Information Systems 2000, 1029-1032.
14.Brown, Stephen W. and Teresa A. Swartz (1989), “A Gap Analysis of Professional Service Quality,” Journal of Marketing, 53(April), 92-98.
15.Chan, Roy (1999), “Knowledge Management for Implementing ERP in SMEs,” 3rd Annual SAP Asia Pacific Institute of Higher Learning Forum, 21-39.
16.Chung, Sock H. and Charles A. Snyder (1999), “ERP Initiation – A History Perspective,” Americas Conference on Information Systems 2000, 213-215.
17.Celeste, See Pui Ng (2001), “A Framework for Enterprise Resource Planning Maintenance and Upgrade Decisions,” Seventh Americas Conference on Information Systems, 1026-1029.
18.Cravens, D.W., Dielman, T.E., and C.G. Harrington (1993), “Improving the Measurement of Service Quality,” Journal of Retailing, 69 (1), 127-139.
19.Cronin, J. and Joseph, Jr. (1992) “Measuring Service Quality: A Reexamination and Extension,” Journal of Marketing, 56(3), 55-68.
20.Davenport, Tomas H. and Short, James E. (1990), “The New Industrial Engineering: Information Technology and Business Process Redesign,” Sloan Management Review ,31(4) ,11-27.
21.Davenport, T.(1998), “Putting the Enterprise into the Enterprise System,” Harvard Business Review, 76(4), 121-131.
22.Delone, William H. and Ephraim R. McLean (1992), “Information Systems Success: The Quest for the Dependent Variable,” Information Systems Research, 3 (1), 60-95.
23.Doll, W. J., and Torkzadeh, G. (1988), “The Measurement of End-User Computing Satisfaction,” MIS Quarterly, 12(2), 259-274.
24.Dong, Linying (2000), “A Model for Enterprise Systems Implementation: Top Management Influences on Implementation Effectiveness,” Americas Conference on Information Systems 2000, 1045-1049.
25.Dwyer, F. Robert and M. Ann Welsh (1985), “Environmental Relationships of the Internal Political Economy of Marketing Channels,” Journal of Marketing Research, XXII(Nov),397-414.
26.Feeny, D. F. and L. P. Willcocks (1998), “Core IS Capabilities for Exploiting IT,” Sloan Management Review, 39(3) , 9-21.
27.Freeman, K.D. and J. Dart (1993), “Measuring the Perceived Quality of Professional Business Services,” Journal of Professional Services Marketing, 9(1), 27-47.
28.Gable, Guy G. (1996), “A Multidimensional Model of Client Success When Engaging External Consultants,” Management Science, 42(8), 1175-1198.
29.Gable, Guy G., Judy E. Scott, and Tom D. Davenport (1998), “Cooperative ERP Life-cycle Knowledge Management,” Proceedings of the Ninth Australasian Conference on Information System, 227-240.
30.Gattiker, T.F. and D.L. Goodhue (2000), “Understanding the Plant Level Costs and Benefits of ERP: Will the Ugly Duckling Always Turn Into a Swan?” Proceedings of the 33rd Hawaii International Conference on System Sciences.
31.Goodhue, D.L., Michael D. Wybo, and Laurie J. Kirsch (1992) “The Impact of Data Integration on the Costs and Benefits of Information Systems”, MIS Quarterly, 16(3), 293-311.
32.Goodhue, D.L. and R.L. Thompson (1995), “Task –Technology Fit and Individual Performance.” MIS Quarterly, June, 213-236.
33.Grönroos,C.(1984), “A Service Quality Model and its Marketing Implications.” European Journal of Marketing, 18(4), 36-44.
34.Holland, Christopher P. and Ben Light (1999), “A Critical Success Factors Model For ERP Implementation,” IT Pro, May/June 1999, 30-36.
35.Jang, Y. and Lee, J. (1998), “Factors Influencing the Success of Management Consulting Projects,” International Journal of Project Management, 16(2), 67-72.
36.Jarrar, Yasar F., Abudulah Al-Mudimigh, Mohamed Zairi (2000), “ERP Implementation Critical Success Factors – the Role and Impact of Business Process Management,” ICMIT, 122-127.
37.Jiang, James J., Gary Klein and Thomas L. Means (2000), “Project Risk Impact on Software Development Team Performance,” Project Management Journal, 31(4), 19-26.
38.Kelley, Scott W., James H. Donnelly, and Steven J. Skinner (1990), “Customer Participation in Service Production and Delivery,” Journal of Retailing, 66(3), 315-335.
39.Kotler, Philip, S.W. Ang, S.M. Leong, and C.T. Tan (1999), Marketing Management: An Asian Perspective Singapore: Prentice Hall.
40.Krumbholz, Marina and Neil Maiden (2001), “The Implementation of Enterprise Resource Planning packages in Different Organizational and National Cultures,” Information Systems, 26, 187-204.
41.Lapierre, J. (1998), “The Core of Corporate Image in the Evaluation of Business-to-business Professional services: The Case of Consulting Engineering,“ Journal of Professional Service Marketing, 16(1), 21-41.
42.Lapierre, J., P Filiatrault, and J. Chebat (1999), “Value Strategy Rather than Quality Strategy: A Case of Business-to-business Professional Services.” Journal of Business Research, 45, 235-246.
43.Lee, D.M.S., E.M. Trauth, and D. Farwell (1995), “Critical Skills and Knowledge Requirements of IS Professionals: A Joint Academic /Industry Investigation,” MIS Quaterly, 19(Sep), 313-340.
44.Lee, Jinjoo and Sang-hoon Kim (1992), “The Relationship between Procedural Formalization in MIS Development and MIS Success,” Information & Management, 22, 89-111.
45.Lee, Zoonky and Jinyoul Lee (2000), “An ERP Implementation Case Study from a Knowledge Transfer Perspective,” Journal of Information Technology, 15, 281-288.
46.Lin, Winston T. and Benjamin B.M. Shao (2000), “The Relationship Between User Participation and System Success: A Simultaneous Contingency Approach” Information & Management, 37, 283-295.
47.McDougall, G.H.G., Levesque, T.J. (1994), “A Reviesed View of Service Quality Dimensions: An Empirical Investigation,” Journal of Professional Services Marketing, 11(1), 189-209.
48.McLachlin, Ron D. (1999), “Factors for Consulting Engagement Success,” Management Decision, 37(5), 394-402.
49.Nidumolu, Sarma (1995), “The Effect of Coordination and Uncertainty on Software Project performance: Residual Performance Risk as an Intervening Variable,” Information System Research, 6 (3), 191-219.
50.Nelson, Klara G. and Toni M. Somers (2001), “Exploring ERP Success from an End-user Perspective” Seventh Americas Conference on Information Systems, 1058-1060.
51.Parasuraman, A., Valarie Zeithaml, and Leonard Berry (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall), 41-50.
52.Parasuraman, A., Valarie Zeithaml, and Leonard Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perception of Service Quality,” Journal of Retailing, 64(1), 12-40.
53.Parr, A. and G. Shanks (2000), “A Model of ERP Project Implementation,” Journal of Information Technology, 15, 289-303.
54.Pitt, Leyland F., Richard T. Waston and C. Bruce Kaven (1995), “Service Quality: A Measure of Infromation Systems Effectiveness,” MIS Quarterly, 19 (2), 173-187.
55.Porter, Thomas W. and Bryan S. Lilly (1996), “The Effects of Conflict, Trust, and Task Commitment on Project Team Performance,” The International Journal of Conflict Management, 7 (4), 361-376.
56.Roberts, Tom L., William Leigh, Russell L. Purvis, Monica J. Parzinger (2001), “Utilizing Knowledge Links in the Implementation of System Development Methodologies,” Information and Software Technology, 43, 635-640.
57.Rodecker, Rebecca A. and Traci J. Hess (2001), “User Satisfaction with Enterprise Resource Systems: The Effect of User Knowledge and Involvement, Traing, and Locus of Control,” Seventh Americas Conference on Information System, 1033-1036.
58.Rosemann, Michael and Jens Wiese (1999), “Measuring the Performance of ERP Software – a Balanced Scorecard Approach,” Proceedings of the Australasian Conference on Information System.
59.Ross, Jeanne W. (1999), “Surprising Facts About Implementing ERP,” IT Pro, July/August 1999, 65-68.
60.Saarinen, Timo (1996), “An Expanded Instrument for Evaluating Information System Success,” Information & Management, 31 (2), 103-118.
61.Scott, Judy E. (1999), “The FoxMeyer Drugs’ Bankruptcy: Was it a Failure of ERP,” Americas Conference on Information Systems 2000, 223-225
62.Seddon, Peter B. (1997), “An Respecification and Extension of the Delone and McLean Model of IS Success,” Information Systems Research, 8(3), 240-253.
63.Smyth, Robert W. (2001), “Threats to ERP Success: A Case Study.” 5th Pacific Asia Conference on Information Systems, 1141-1151.
64.Soh, Christina, Sia S. Kien and Joanne Tay-Yap (2000), “Cultural Fits and Misfits: Is ERP A Universal Solution,” Communications of the ACM, 43 (4), 47-51.
65.Stefanou, Constantinos J. (2000), “The Selection Process of Enterprise Resource Planning (ERP) Systems,” Americas Conference on Information Systems 2000, 988-991.
66.Stewart, Glenn (2000), “Factors Constraining the Exploitation of Enterprise Systems: a Research Program,” Proceedings of the Twelfth Australasian Conference on Information Systems, 996-971.
67.Stewart, Glenn, Michael Milford, Tony Jewels, Therese Hunter, and Brian Hunter (2000), “Organisational Readiness for ERP Implementation.” 6th Americas Conference on Information Systems, 10-13.
68.Thong, James Y.L., Chee-Sing Yap, and K.S. Roman (1994), “Engagement of External Expertise in Information Systems Implementation,” Journal of Management Information Systems, 11(2), 209-231.
69.Thong James Y. L., Chee-Sing Tap, and K.S. Raman (1996), “Top Management Support, External Expertise and Information Systems Implementation in Small Business,” Information Systems Research, 7(2), 248-267.
70.Thong, James Y.L (2001), “Resource Constraints and Information Systems Implementation in Singaporean Small Business,” Omega, 29, 143-156.
71.Themistocleous, Marinos; Zahir Irani, Robert O’’Keefe, M. and Ray Paul (2001), "ERP Problems and Application Integration Issues: An Empirical Survey," Proceedings of the 34th Hawaii International Conference on System Sciences.-2001, 1-10.
72.Thite, Mohan (2000), “Leadership Styles in Information Technology Projects,” International Journal of Project Management, 18, 235-241.
73.Volkoff, Olga and Steve Sawyer (2001), “ERP Implementation Teams, Consultants, and Information Sharing,” Seventh Americas Conference on Information Systems, 1043-1045.
74.Willcocks, Leslie P (2000), “The Role of the CIO and IT function in ERP,” Communications of the ACM, 43(4), 34-38.
75.Yakovlev, Ilya and Mark L. Anderson (2001), “Lessons from an ERP Implementation,” IT Pro, July/August 2001, 24-29.
76.Yap, CS, CPP Soh, and KS Raman (1992), “Information Systems Success Factors in Small Business,” Omega, 20(5/6), 597-609.

指導教授

王存國(Tswen-Gwo Wang)

審核日期

2002-7-10

推文