博碩士論文 89431020 詳細資訊


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)
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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
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指導教授 葉穎蓉、蔡文賢
(Ying-Jung Yeh、Wen-Hsien Tsai)
審核日期 2003-7-15
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