服務品質與系統績效改善程度之研究

NCUIR > School of Management at National Central University > Graduate Institute of Business Administration > Electronic Thesis & Dissertation > Item 987654321/11831

Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/11831

Title:	服務品質與系統績效改善程度之研究
Authors:	林信嘉;Shin-Chia Lin
Contributors:	企業管理研究所
Keywords:	企業資源規劃;服務品質;系統績效;service quality;information system performance;Enterprise Resource Planning
Date:	2006-06-20
Issue Date:	2009-09-22 14:33:08 (UTC+8)
Publisher:	國立中央大學圖書館
Abstract:	企業為了因應環境的快速變遷所帶來的挑戰，須能快速回應客戶需求，並能比其他的競爭者獲得市場之競爭優勢，再加上企業經營國際化的驅使，面對的競爭也是全球性的，許多企業皆邁向跨國的經營模式，企業的規模與隨企業經營的範圍大增加需要逐漸擴大，因此對於企業流程的整合與資訊系統功能提升之需的需求也愈來愈高。不但必須了解上下游供應商與顧客的所有資源與營運狀況，還需將所有資源加以整合，並整合上下游成為一個完整的供應鏈模式，更流暢地與上、下游廠商溝通，降低整個供應鏈成本、大幅減少存貨、短產出時間、增加產品種類、更準確的交期、更好的顧客服務、改善品質、和有效地協調全球需求、供給和生產。因此，對一企業內部而言，必須提昇即時傳遞和產生正確資訊的能力。企業資源規劃（Enterprise Resource Planning，ERP）便是在這樣時代下的產物。 ERP發展至今己進入成熟階段，各廠商都標名本身所提供的系統為最佳實務典範，軟體的好壞己難分軒輊，因此ERP系統供應商所提供之服務品質，而且企業在導入ERP時通常會委託有經驗之專業顧問來協助導入，目的是希望藉由顧問，能在ERP系統供應商與企業之間做有效的溝通，以發揮系統最大的功效。所以因此ERP系統供應商之服務品質與顧問公司之服務品質，己成為ERP導入成功之關鍵成功因素。本研究以Parasuraman ,et al.（1988）歸納衡量服務品質之五個構面，來衡量系統供應商服務品質顧問公司服務品質以及DeLone & McLean（1992）提出資訊系統成功模型之六個構面來行量系統績效改善程度，並以線性結構關係模式來分析，企業在導入ERP時服務品質對系統績效善程度之影響力與因果關係，發展出服務品質與系統績效改善程度間完整的關係模式。實證結果顯示，服務品質對系統績效改善程度具有正向關係，表示企業在導入ERP時服務品質愈好，導入後系統績效改善度愈高。 Enterprises in order to response the challenge of environment fast change, must quickly reaction customer demand, and get more competition advantage than other competitors in the marke. In addition, enterprises manage to internationalization, the competition that is faced is global, a lot of enterprises toward the transnational type of operation. The scale of enterprises and range dealing in with enterprises increase greatly to need expanding gradually, so the more demand for the improved enterprise's process merger and function of information system. Not only understand all resources and operation conditions of the supplier and customer, still need to combine all resources, becomes an intact supply chain way, have more smoothly communicates with supplier and customer, reduce supply the chain and stock cost entirely, short output time, increase product category, accurate delivery date, fine customer service , improve quality, accurate coordinate global demand, supply and produce effectively. Therefor, enterprise must promote the ability to transmit and producing correct information immediately inside. Enterprise Resource Planning (ERP ) is a result under such era in enterprises. ERP develops and enters ripe stage ownly so far. Every manufacturer marks the system is the best model of practice, the quality of the software is divided difficultly nice or bad. So the service quality that ERP system supplier offers, and enterprises will usually trust the experienced professional consultants to help them, The purpose is to hope consultants communicate between ERP system supplier and enterprise. In order to make to the greatest efficiency of system. So ERP system supplier's service quality and service quality of the consultant firm, become key of successful factors. This research use Parasuraman, et al. ( 1988) sum up five factors of service quality , to measure a system supplier service quality and consultant service quality. Using DeLone & McLean (1992) propose information system success modle six factors to of measure system performance improve degree, and using Structural Equation Structure (SEM) to analysis. In order to understand the causality relation between service quality and system performance improve degree, and develop out full model of service quality and system performance improve degree. The result shows that service quality and performance improve degree of the system and have causality relation, show that the higher service quality is and better improvement performance degree is.
Appears in Collections:	[Graduate Institute of Business Administration] Electronic Thesis & Dissertation

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