衡量ERP供應廠商服務品質之成功模式

以作者查詢圖書館館藏

、以作者查詢臺灣博碩士

、以作者查詢全國書目

、勘誤回報

、線上人數：35

、訪客IP：3.142.98.108

姓名

王天賜(Tien-Szu Wang) 查詢紙本館藏

畢業系所

企業管理學系在職專班

論文名稱

衡量ERP供應廠商服務品質之成功模式
(Measuring Service Quality of ERP Vendors to Success Model)

相關論文

★ 由組織文化與領導行為來探討組織變革中員工的反應	★ 團隊多元化對團隊績效的影響－檢驗中介變數與調節變數的影響
★ 團隊多元化與團隊衝突對專案團隊績效的影響	★ 台灣與大陸在ERP專案管理、專案成員向心力與離心力的不同之處
★ ERP專案成員離心力與向心力對代理問題之影響	★ 不同身份別護理人員之工作壓力與組織承諾、專業承諾的探討
★ 人格特質對義工行為與組織公民行為之影響研究－以某研究機構為例	★ 事業策略、人力資源管理與組織績效之實證研究
★ 商用飛機維修成本控制之研究-以某國籍航空公司為例	★ ERP系統更換關鍵成功因素研究-以Oracle系統導入為例
★ 中小企業自行開發ERP 系統關鍵成功因素研究- 以高科技產業為例	★ 文化創意產業產品策略選擇之影響因素-以國片為例
★ 專案管理風險對ERP專案成功之影響	★ 品質機能展開與多準則決策於設備開發應用
★ ERP導入品質因素對IFRS轉換專案之影響	★ ERP投資金額對服務品質及導入後IT治理目標之分析

檔案

[Endnote RIS 格式]

[Bibtex 格式]

[相關文章]

[文章引用]

[完整記錄]

[館藏目錄]

[檢視]

[下載]

本電子論文使用權限為同意立即開放。
已達開放權限電子全文僅授權使用者為學術研究之目的，進行個人非營利性質之檢索、閱讀、列印。
請遵守中華民國著作權法之相關規定，切勿任意重製、散佈、改作、轉貼、播送，以免觸法。

摘要(中)

處於全球化、數位化及網絡化等不斷變遷之經濟環境下，企業所面臨的競爭壓力持續地與日俱增中；為了求生存及謀取股東最大利益，迫使企業必須重新思考未來經營之方向與策略才可以永續經營下去。此外，為了配合現階段顧客導向市場的潮流趨勢，如何降低成本、追求效率及速度來滿足顧客的需求進而建立更多利基與擴展生存空間也是企業經營的重要課題。
成功導入企業資源規劃（Enterprise Resource Planning）系統，有助於企業達到即時化（Real Time）、企業資源整合（Integrate）的目的。但是由於導入ERP的成本所費不眥、導入後所顯現的系統功能效益也難以去衡量；真正導入成功的例子不多且所謂成功的定義仍然眾說紛紜，因此是目前實務及學術界熱烈討論的研究題目。
本研究以DeLone & McLean（2003）最新修正的資訊系統成功模式為基礎，由使用者對ERP供應廠商服務品質滿意的觀點切入修正及衡量導入ERP之成功模式。我們主張資訊系統單位或部門所提供的服務應區分為內部服務（如：資訊部門）及外部服務（如：ERP供應廠商及顧問）等兩個部份，尤其在衡量外部服務品質構面與成功導入ERP因素之關連性分析，將可提供後續研究者對於衡量導入ERP成功模式及各項關鍵因素之間的互動有更廣泛及深入的認識。本研究結果發現ERP供應廠商服務品質與D&M（2003）資訊系統成功模式除了『使用』以外其他因素都有顯著的關係，因而提供了學術之理論方法來驗證及支持D&M（2003）模式做為導入ERP成功模式的研究基礎。

摘要(英)

This study is a partial test and development of updated DeLone and McLean (2003) IS success model. Measuring service quality of Enterprise Resource Planning (ERP) vendors with SERVQUAL, a theoretical instrument from marketing literature been tested and broadly applied to the success model. We argue that IS units provide service should include two parts of internal (e.g. IS department) and external (e.g. ERP vendor and consultant) service. To focus on service quality of ERP vendor provided, in this research, the empirical results show a substantial support for the updated D&M IS success model.

關鍵字(中)

★ 服務品質
★ 資訊系統成功模式
★ 企業資源規劃
★ 整合
★ 即時化

關鍵字(英)

★ Enterprise Resource Planning
★ Real Time
★ Integrate
★ Service Quality
★ IS success model

論文目次

摘要 ……………………………………………………………………………Ⅰ
表目錄 …………………………………………………………………………Ⅱ
圖目錄 …………………………………………………………………………Ⅲ
第一章緒論 ……………………………………………………………1
第一節研究背景 ………………………………………………………2
第二節研究動機 ………………………………………………………4
第三節研究目的與範圍 ………………………………………………5
第四節研究步驟與流程 ………………………………………………6
第二章文獻探討 ……………………………………………………………7
第一節服務品質之衡量 ………………………………………………7
第二節資訊系統成功之衡量 …………………………………………10
第三章研究方法論 …………………………………………………………13
第一節研究架構與模型 ………………………………………………13
第二節樣本與資料收集 ………………………………………………15
第三節敘述統計 ………………………………………………………16
第四章分析與結果 …………………………………………………………19
第一節信度與效度分析 ………………………………………………19
第二節資料分析 ………………………………………………………20
第五章結論與建議 …………………………………………………………24
第一節研究發現 ………………………………………………………24
第二節研究貢獻 ………………………………………………………25
參考文獻 ………………………………………………………………………26
附錄（問卷） …………………………………………………………………30

參考文獻

1. Bailey, J.E. & Pearson, S.W. Development o f a tool for measuring and analyzing computer user satisfaction, Management Science, 1983,29(5), 530-545
2. Barooudi, J.J., & Orlikowski, W.J., A short- form measure of user information satisfaction: A psychometric evaluation of notes on use, journal of Management Information Systems, 1988, 4(4), 44-59
3. Bashein, B.J., Markus, M., Riley, P., Preconditions for BPR success and how to prevent failures, Information Systems Management, 13(1), 1994, 7-13
4. Bitner, M. Evaluation service encounters: The effects of physical surroundings and employees relations, Journal of Marketing, 1990, 54(2), 69-82
5. Boynton, A.C., and Zmud, R.W. Information technology planning in the 1990's: Directions for practice and research, MIS Quarterly, 11(1), 1987,59-72
6. Chase, R.B., & Tansik, D.A., The customer contact model for organization design. Management Science, 1983, 29(9), 1037-1050
7. Churchill, G.A., A paradigm for Developing Better Measures of Marketing Concept, Journal of Marketing Research (16), February 1979, 64-73
8. Conrath, D.W. and Mignen, O.P. What is being done to measure user satisfaction with EDP/MIS, Information & Management (19:1), August 1990, 7-19
9. DeLone, W.H., And McLean, E.R. Information systems success: The quest for the dependent variable. Information Systems Research, 3, 1(1992),60-95
10. DeLone, W.H., And McLean,E.R. The DeLone and McLean model of information systems success: a ten-year update, Journal of Management Information Systems, 19, 4(2003),9-30
11. Deming, W.E. Improvement of Quality and Productivity through action by management, National productivity Review, Winter 1981-82, 12-22
12. Ferguson, J.M., & Zawacki, R.A., Service Quality: A critical success factor for IS organizations. Information Strategy: The Executive's Journal, 1993, 9(2),24-30
13. Fisk, R.P., Brown, S.W., and Bitner, M.J., Tracking the evolution of the services marketing literature, Journal of Retailing(69:1), Spring 1993, 61-103
14. Ives, Blake, Margrethe Olsen and jack J. Baroudi, The measurement of user information satisfaction, Communications of the ACM, 10(Oct. 1983), 785-793
15. Jiang,J.J.,; Klein, G., ;and Carr, C.L. Measuring information systems service quality: SERVQUAL from the other side. MIS Quarterly, 26,2(2002), 145-166.
16. Joshi, K. An investigation of equity as a determinant of user information satisfaction, Decision Science, 1990, 21(4), 786-807
17. Kettinger, W.J., and Lee, C.C Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25,5-6(1994), 737-765
18. Laughlin, S., A ERP game plan, The Journal of business strategy, 20(1), 1999, 32-37
19. Li, E.Y. Perceived importance of information system success factors: A meta analysis of group differences. Information & Management, 32, 1(1997), 15-28
20. Maddox, R.N. Two factor theory and consumer satisfaction: Replication and extension, Journal of Consumer Research, 1981,June
21. Mason,R.O. measuring information output: A communication systems approach. Information & Management, 1 5(1978), 219-234
22. Melone, N.P. A theoretical assessment of the user-satisfaction construct in information systems research, Management Science, 1990, 36(1), 76-91
23. Moad, J. Asking users to judge IS, Datamation (35:21), November, 1989, 93-100
24. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 1988, 64(1), 12-40
25. Pitt, L.F.; Watson, R.T.; and Kavan, C.B, Service quality: A measure of information systems effectiveness. MIS Quarterly, 19, 2(1995), 173-188
26. Raymond, Louis, Validating and applying user satisfaction as measure of MIS success in small organizations, Information & Management, 12,4(Apr. 1987), 173-179
27. Rockart, J.F. the changing role of the information systems executive: A critical success factors perspective, Soan Management Review (24:1), Fall 1982, 3-13
28. Saunders, C.S., & Jones, J.W. Measuring performance of the information systems function. Journal of Management Information Systems, 1992, 8(4), 63-82
29. Seddon, P.B., Kiew, M.Y. A partial test and development of DeLone and Mclean's model of IS success, Australian Journal of Information Systems, Sep. 1996, 90-109
30. Shannon,C.E., and Weaver, W. The Mathematical Theory of Communication. Urbana, IL; University of Illinois Press, 1949
31. Van Dyke, T.P.; Kappelman, L.A.; and Prybutok, V.R. Measuring information systems service quality: Concerns on the use of the SERVQUAL questionnaire. MIS Quarterly, 21, 2(1997), 195-208
32. Wilkin, C., and Hewitt, B. Quality in a respecification of DeLone and McLean's IS success model. In Mehdi Khozrowpour, proceedings of 1999 IRMA International Conference. Hershey, PA: Idea Group Publishing, 1999, 663-672
33. Zeithaml, V.A., Berry, L.L., & Parasuraman, A. Communication and control process in the delivery of service quality, Journal of Marketing, 1988, 52(2), 35-48

指導教授

葉穎蓉、蔡文賢
(Ying-Jung Yeh、Wen-Hsien Tsai)

審核日期

2003-7-15

推文