ERP 顧問服務品質與系統滿意度之研究

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陳麗品(Chen-Li Pin) 查詢紙本館藏

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資訊管理學系

論文名稱

ERP 顧問服務品質與系統滿意度之研究
(ERP Consultant Service Quality and System Satisfaction research)

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摘要(中)

企業處於競爭環境，為了能快速回應客戶需求，並能比其他的競爭者獲得競爭優勢，使得企業越來越依賴資訊科技；也為了在市場上求生存，並因應激烈的競爭情勢，因此都希望在資訊科技的協助之下，能夠整合企業內部的資訊和有限的資源，以取得競爭優勢並進而達成企業目標。企業資源規劃(Enterprise Resource Planning, ERP) 系統便是在這麼一個快速競爭時代下的產物。因為目前台灣的許多公司也已經了解到要使ERP系統上線成功，顧問的服務品質是上線成功的關鍵因素之一，所以導入ERP系統的廠商，在選擇顧問服務時，顧問的服務品質亦為主要考量關鍵因素之一。因此，本研究係結合顧問的「顧客導向」，以及「專案成員個人因素」作為思考的起點，同時考慮在不同的專案成員「涉入」程度下，進行顧問服務品質的探討，並進一步了解顧問服務品質對ERP系統使用滿意度的影響。期望透過如此的研究，顧問公司能從服務品質的觀點出發，找出顧問服務時使用者的期望(Expectation) 和知覺(Perception) 價值，使得想導入ERP系統的公司和想要衡量ERP顧問服務的管理者，能夠以服務品質的概念以及ERP顧問服務相關的研究，來作顧問服務評估，顧問公司也能發展出適當的服務策略。
本研究的驗證結果顯示：顧問的「顧客導向」對「服務品質」有相當顯著的影響，且「專案成員涉入」程度越高，專案成員對於知覺的顧問「」服務品質也越高。同時在不同的「涉入」水準下，「顧客導向」對於「知覺服務品質」是有不同的影響效果，涉入程度（低）比涉入程度（高）的更強化「顧客導向」對「知覺服務」的關係，而隨著「涉入」程度越高，「顧客導向」對於「知覺服務品質」的正面影響會逐漸減弱。另外顧問服務品質對系統使用滿意度有相當顯著的影響。因此若要使系統上線成功，除了相關條件外，顧問服務品質是不容忽視的，顧問公司應該加強顧問服務品質，以留住客戶並吸引潛在商機。

關鍵字(中)

★ 專案小組成員涉入
★ 顧客導向
★ 顧問服務品質
★ 企業資源規劃

關鍵字(英)

★ ERP
★ Service Quality
★ Customer Orientation
★ Involvement

論文目次

目錄 ...............................................................I
表目錄 ..............................................................IV
圖目錄 ...............................................................V
第一章緒論............................................................1
1.1 研究背景...........................................................2
1.2 研究動機...........................................................5
1.3 研究目的...........................................................7
第二章文獻探討........................................................9
2.1 企業資源規劃.......................................................9
2.1.1 企業資源規劃(ERP) 的定義.........................................9
2.1.2 企業資源規劃(ERP) 的演進.........................................11
2.2 服務品質與專業服務.................................................14
2.2.1 服務品質.........................................................14
2.2.2 專業服務品質.....................................................21
2.3 資訊顧問的角色.....................................................23
2.4 專案成員個人因素...................................................29
2.5 專案成員涉入.......................................................31
2.6 使用者滿意度.......................................................34
第三章研究模型與方法...................................................39
3.1 研究模型與研究構念.................................................39
3.2 研究假說...........................................................42
3.2.1 專案成員個人因素與期望服務.......................................42
3.2.2 顧問的顧客導向、專案成員涉入與知覺服務 ..........................43
3.2.3 顧問服務品質與系統使用滿意度.....................................46
3.3 變數定義與操作化方式...............................................48
3.4 資料蒐集方法........................................................52
3.5 問卷設計...........................................................53
3.6 資料分析方法與設計..................................................56
3.6.1 樣本基本資料分析.................................................56
3.6.2 樣本資料穩定度分析...............................................56
3.6.3 量表信度分析.....................................................56
3.6.4 實質性關係分析...................................................57
3.6.5 資料分析流程.....................................................57
第四章資料分析........................................................59
4.1 問卷回收...........................................................59
4.2 樣本基本資料分析...................................................59
4.3 樣本穩定度分析.....................................................61
4.4 量表信度檢定.......................................................62
4.5 假說檢定...........................................................63
4.5.1 專案成員個人因素對期望服務的影響.................................64
4.5.2 顧客導向與涉入對知覺服務品質的影響...............................66
4.5.3 服務品質間隙對系統使用滿意度的影響...............................69
4.6 研究假說檢定結果整理...............................................69
4.6.1 本研究結果支持的假說 .............................................69
4.6.2 本研究結果未支持的假說...........................................70
第五章結論與建議 ......................................................72
5.1 研究結果說明........................................................72
5.1.1 專案成員個人因素對期望服務的影響.................................72
5.1.2 影響知覺服務的因素探討...........................................74
5.1.3 顧問服務品質對系統使用滿意度影響.................................77
5.2 研究結論與其它研究發現 .............................................78
5.2.1 研究結論..........................................................78
5.2.2 其它研究發現 ......................................................79
5.3 實務意涵與建議 ......................................................85
5.4 研究限制...........................................................88
5.5 未來研究方向.......................................................89
參考文獻................................................................91
中文部份................................................................91
英文部份................................................................92
附錄A………………………………………………………………………………………A1

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指導教授

范錚強(Cheng-Kiang Farn)

審核日期

2002-7-3

推文