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

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李銘賢(Ming-Shyan Li) 查詢紙本館藏

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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

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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

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指導教授

王存國(Tswen-Gwo Wang)

審核日期

2002-7-10

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