博碩士論文 89423002 詳細資訊




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姓名 李佩珍(Pei-Chen Li)  查詢紙本館藏   畢業系所 資訊管理學系
論文名稱 市場導向、學習導向與資訊科技支援對企業績效之影響
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摘要(中) 由於全球化競爭來臨,企業莫不小心謹慎的致力於組織競爭優勢的提昇,以求能在快速變動的環境下生存,對企業而言,決定組織存亡的關鍵因素便是企業績效。在知識管理與顧客關係管理角色日益重要的今日,組織相繼投入許多資源於相關系統的建置,到底這些資訊科技的投入,能否發揮效益,對企業績效有所助益?此外,組織往往太過強調資訊技術,卻忽視企業的目的才是資訊科技應用的核心,以及需要其它組織環境的配合,如組織對市場的敏感度,或是組織成員分享知識的意願等。
本研究的主要研究目標是「企業績效」,由「市場導向」與「學習導向」出發,探討這兩種組織導向對企業績效的直接影響效果;同時,也欲探究「資訊科技對顧客關係管理的支援」,與「資訊科技對知識管理的支援」,對企業績效的影響效果;而組織內部對資訊科技的知識以及對資訊系統的重視程度,會影響資訊系統的施行,是以,也欲了解「資訊系統成熟度」對資訊科技支援的影響效果;此外,也希望了解,不同組織導向間經由資訊科技支援作為中介變數,對企業績效的間接影響效果。並希望能探索性地,探究不同的產業型態,是否會對組織導向與資訊科技支援和企業績效間關係的有所影響。
本研究驗證結果顯示:(1)市場導向與學習導向對企業績效有正向的影響;(2)資訊科技對顧客關係管理的支援對企業績效的影響未獲得支持,可能原因在於企業對於顧客關係管理系統的建置並非基於策略目的,以致達到效率,卻未發揮效果,且在「製造業」中尤甚;(3)資訊科技對知識管理的支援對企業績效有直接影響效果,同時扮演學習導向與企業績效間的中介變數,(4)資訊系統成熟度對資訊科技支援有正向影響效果;(5)市場導向對資訊科技對顧客關係管理的支援具正向效果;(6)資訊科技對知識管理的支援,在不同產業下,其影響效果有所差異。
關鍵字(中) ★ 市場導向
★ 學習導向
★ 資訊科技支援
★ 顧客關係管理
★ 知識管理
★ 資訊系統成熟度
★ 企業績效
關鍵字(英) ★ Knowledage Management
★ Customer Relationship Management
★ IS Maturity
★ Market Orientation
★ Organizational Performance
★ IT Support
★ Learning Orientation
論文目次 目錄 I
圖目錄 III
表目錄 IV
第一章 緒論 1
1.1 研究動機 1
1.2 研究目的 3
1.3 研究問題 3
1.4 研究範圍 3
1.5 研究步驟 4
第二章 文獻探討 6
2.1 市場導向 6
2.2 學習導向 8
2.3 資訊系統成熟度 9
2.4 資訊科技對顧客關係管理的支援 10
2.5 資訊科技對知識管理的支援 13
2.6 企業績效 16
2.7 小結 17
第三章 研究模型 18
3.1 研究架構 18
3.2 研究假說 20
3.3 探索性研究 31
第四章 研究方法 33
4.1 研究設計 33
4.2 變項的定義及操作化 33
4.3 研究工具 36
4.4 資料分析方法 37
第五章 資料分析 40
5.1 問卷回收 40
5.2 樣本基本資料分析 40
5.3 樣本穩定度檢定 42
5.4 效度與信度檢定 43
5.5 研究假說檢定 53
5.6 探索性分析 58
5.7 檢定結果整理 60
第六章 結論與建議 62
6.1 實徵結果 62
6.2 管理實務建議 66
6.3 研究限制 68
6.4 未來研究方向 69
參考文獻 70
圖目錄
【圖1-1】研究步驟 5
【圖3-1】研究模型 19
【圖4-1】問卷設計流程 37
【圖4-2】本研究資料分析流程 39
表目錄
【表2-1】知識管理流程與相對應IT功能 14
【表4-1】本研究的操作化結果 36
【表5-1】回收樣本基本資料分析 41
【表5-2】無回應偏差檢定 42
【表5-3】前後期問卷回收同質性檢定 43
【表5-1】構念估計模型的變數與問卷題項對照表 44
【表5-2】「市場導向」測量模型迴歸係數估計結果 45
【表5-3】「學習導向」測量模型迴歸係數估計結果 46
【表5-4】「資訊系統成熟度」測量模型迴歸係數估計結果 46
【表5-5】「資訊科技對顧客關係管理的支援」測量模型迴歸係數估計結果 47
【表5-6】「資訊科技對知識管理的支援」測量模型迴歸係數估計結果 48
【表5-7】「企業績效」測量模型迴歸係數估計結果 49
【表5-8】本研究各構面信度值 50
【表5-9】構面尺度相關係數矩陣 52
【表5-10】變數相關係數矩陣 53
【表5-11】企業績效迴歸檢定 55
【表5-12】資訊科技對顧客關係管理的支援迴歸檢定 56
【表5-13】資訊科技對顧知識管理的支援迴歸檢定 56
【表5-14】學習導向對企業績效的影響效果 57
【表5-15】市場導向與學習導向間的相關係數差異檢定 59
【表5-16】企業績效迴歸係數差異檢定 59
【表5-17】資訊科技對顧客關係管理的支援迴歸係數差異檢定 60
【表5-18】資訊科技對知識管理的支援迴歸係數差異檢定 60
【表5-18】本研究假說驗證結果 61
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指導教授 王存國(Eric T.G. Wang) 審核日期 2002-7-17
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