ERP供應商與顧問服務品質滿意程度對ERP風險管理與組織績效之影響

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姓名

陳奕嘉(I-CHIA CHEN) 查詢紙本館藏

畢業系所

企業管理學系

論文名稱

ERP供應商與顧問服務品質滿意程度對ERP風險管理與組織績效之影響
(The impact of ERP Service Quality on ERP Risk management and organizational performance)

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摘要(中)

中文摘要
企業資源規劃系統(ERP)是一套整合性的商業應用套裝軟體，可提供即時資訊整合功能，被企業界視為提升營運效能並減少傳統作業流程的浪費的最佳良方，因此在90年代興起一股導入ERP的熱潮。導入ERP系統時，通常最關鍵的就是ERP系統供應商的選擇以及外部顧問協助企業導入的服務是否到位，然而導入ERP系統之後，往往會忽略可能對公司IT治理的影響，進而而使企業未必能達到導入ERP系統前的預期成效或者對組織績效的正面影響。
因此本研究使用問卷調查法，希望藉由分析ERP系統供應商跟ERP導入顧問的服務品質滿意程度對於導入後的風險管理達成程度和組織績效的相關程度來找出那些ERP導入前的前置作業能夠確實對導入後的績效以及風險管理產生正面幫助。
本研究發現(1)提升ERP系統供應商或ERP導入顧問的服務品質滿意程度均能夠對導入後風險管理有正向影響。(2)提升ERP系統供應商與外部顧問的整體服務品質滿意程度能夠使組織績效產生正向影響。(3)ERP導入後的風險管理達成程度越高也能使組織績效產生正向影響。

摘要(英)

Abstract
Enterprise Resource Planning (ERP) system is an integrated business suite application that provides real-time information integration. It’s regarded as the best solution to improve operational efficiency and reduce cost of traditional operation processes. As a result, lots of enterprises headed to implement ERP system in 1990s.
As we know, the choice of ERP system vendors as well as the external consultants assistance are critical factors when implementing ERP system; however, after implementing ERP system, managers tends to ignore the possible impact on IT governance. In that way, companies may not achieve their desired results or positive impact on organizational performance after implementing ERP system
Thus, this study use questionnaires sent to 4,276 sample companies in Taiwan. We hope to find out the relationship between ERP system vendors as well as the external consultants service quality satisfaction before implementing ERP and the risks management achievement, organizational performance after implementing ERP by analyzing questionnaires data to identify which factors could have positive help.
This study results show as below:
(1)Either ERP system vendors or external consultants service quality satisfaction are able to have positive impact on risks management achievement.
(2) ERP system vendors and external consultants entirely service quality satisfaction have positive impact on organizational performance after implementing ERP system.
(3)The higher risks management achievement can lead to better organizationalperformance

關鍵字(中)

★ 企業資源規劃(ERP)
★ 風險管理
★ ERP績效

關鍵字(英)

★ ERP system
★ Risks management
★ ERP performance

論文目次

目錄　　　　　　

中文摘要 ……………………………………………………………… i
Abstratct ……………………………………………………………… ii
目錄 ……………………………………………………………… iii
表目錄 ……………………………………………………………… v
圖目錄 ……………………………………………………………… vi

一、緒論………………………………………………………… 1
1-1 研究背景與動機…………………………………………… 1
1-2 研究目的…………………………………………………… 2
1-3 論文結構與研究流程……………………………………… 2
1-3-1 論文結構…………………………………………………… 2
1-3-2 研究流程…………………………………………………… 3
二、文獻探討…………………………………………………… 5
2-1 企業資源規劃(ERP)的定義……………………………… 5
2-2 企業資源規劃系統演進歷程與未來……………………… 6
2-3 企業資源規劃與IT治理之風險管理……………………… 8
2-4 ERP導入後組織績效衡量…………………………………… 10
三、研究方法……………………………………………………… 12
3-1 研究架構……………………………………………………… 12
3-2 研究對象與問卷設計………………………………………… 14
3-3 問卷發放與回收情況………………………………………… 15
3-4 問卷樣本描述………………………………………………… 15
3-5 研究工具……………………………………………………… 16
3-6 ERP系統績效衡量與變數衡量方式說明…………………… 19
3-6-1 ERP供應商與顧問服務品質滿意程度之構面評估………… 19
3-6-2 企業資源規劃(ERP)系統導入後風險管理之評估………… 20
3-6-3 企業資源規劃系統導入後績效衡量構面評估……………… 20
3-6-4 變數衡量公式 21
四、研究結果與數據……………………………………………… 24
4-1 ERP供應商服務品質與風險管理變數關係……………… 24
4-2 ERP顧問服務品質與風險管理變數關係………………… 25
4-3 ERP顧問與供應商整體服務品質與風險管理變數關係… 27
4-4 風險管理與組織績效關係…………………………………… 28
4-5 ERP顧問與供應商整體服務品質與組織績效關係………… 30
五、結論與建議…………………………………………………… 31
5-1 研究結論……………………………………………………… 31
5-2 研究限制與未來研究建議………………………………… 33
參考文獻 ……………………………………………………………… 34
表目錄

表1 研究樣本敘述統計表……………………………………… 16
表2 各變數間信度統計量……………………………………… 18
表3 各變數之項目統計量……………………………………… 18
表4 各變項相關係數表………………………………………… 18
表5 研究假設H1敘述性統計…………………………………… 24
表6 研究假設H1各項係數……………………………………… 25
表7 研究假設H2敘述性統計…………………………………… 26
表8 研究假設H2各項係數……………………………………… 26
表9 研究假設H3敘述性統計…………………………………… 27
表10 研究假設H3各項係數……………………………………… 28
表11 研究假設H4敘述性統計…………………………………… 29
表12 研究假設H4各項係數……………………………………… 29
表13 研究假設H5敘述性統計…………………………………… 30
表14 研究假設H5各項係數……………………………………… 30

圖目錄

圖1 研究流程…………………………………………………… 4
圖2 ERP系統發展歷史………………………………………… 7
圖3 ERP整合性功能…………………………………………… 8
圖4 Delone and McLean的 IS success model……………… 11
圖5 平衡計分卡Balanced Scorecard (BSC) ………………… 12
圖6 研究架構圖………………………………………………… 13

參考文獻

一、中文部分
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二、英文部分
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蔡文賢

審核日期

2015-1-22

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