ERP 系統使用者滿意度之關鍵因素研究

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桑希韻(Hsi-Yun Sang) 查詢紙本館藏

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企業管理學系在職專班

論文名稱

ERP 系統使用者滿意度之關鍵因素研究
(An Investigation of the Critical Factors Affecting User Satisfaction of ERP Systems)

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摘要(中)

大多數的企業為了面對同業競爭及全球化的衝擊及原物料上漲,除了在內部流程上力求減化以降低成本之外,亦重視企業資源規劃(Enterprise Resources Planning，ERP)系統的導入以提高資訊使用效率協助企業的變革.然而，ERP 系統的引進需花費大量的資金、人力及時間。資訊系統的使用成效，一直是企業所關切的議題。企業資源規劃系統(Enterprise Resources Planning，ERP)整合企業內部的資訊系統，提供企業各部門可用與及時資訊，使企業有能力掌握最新訊息以因應企業內部及外部的變化。然而有許多案例顯示 ERP 系統要完全導入成功，使用者對系統滿意的程度扮演著關鍵性的角色。當企業導入ERP系統後，亦可藉由內部使用者滿意度分析調查以了解是否符合預期.
因此本研究旨在探討企業導入「ERP」系統對「使用者滿意度」之影響，以供實務面參考運用。一般資訊系統成效衡量的主要方法，以使用者滿意度(User Satisfaction)工具較採用成本與效益法為普遍。本研究採用Bailey 與 Pearson 學者所發展出來的使用者滿意度指標為範本，同時也參酌其他國內外學者相關的文獻，39個因素中的 36個因素皆在負荷值 0.45以上，只有第 15項指標容易使用之因素負荷值為0.422843,第 25項指標需求吻合性之因素負荷值為0.433581,但亦可接受。本研究之問卷以上市公司為對象共發出 229 份，有效回收問卷共計 81 份，經換算後有效的回收率為 36%。
回收後的問卷經採用STASTISTICA 軟體之因素分析法(Factor Analysis，FA)，將39個變數先區分成管理及系統二大部分.各部份以最大變異法直交轉軸後分別歸納為5個及5個因素。在管理部份為1: 工作影響及參與感2: ERP技術及服務安排3: 專案小組關係及服務性支付4: 專案小組態度、溝通及資源競合5: 管理階層參與及資源配置。在系統部分為1: 系統精準性、可信度及流通期間2: 系統適時性、完整性及電腦輸出3: 系統了解、整合及使用4: 資料復原及安全性5: 系統速度及正確性。綜合以上，本研究藉由使用者滿意度問卷調查的方法，瞭解ERP 系統使用者滿意度的關鍵因素。

摘要(英)

Most of enterprises need to face competitive and global impact, not just simplifies internal procedure to cost down but also focus on constructing (Enterprise Resources Planning，ERP) system to enforce information efficiency in order to assist the change of enterprises. However, ERP system need to spend a lot of money、manpower and time。The effect and efficiency of information system is always the important issue of enterprises. The Enterprise Resource Planning (ERP) system integrates enterprises’ internal operation information to provide real-time information, make enterprises’ ability to grip the latest information and response to the changes of internal and external environments. Many cases indicated that user satisfaction is one of the Critical Successful Factors (CSF) in ERP implementation. After implementing ERP system, still can realize if it is the expected result by the investigation of user satisfaction.
The main objective of this research is to explore the critical factors affecting user satisfaction of ERP systems to get practical reference. The method to evaluate effectiveness and efficiency of information system is to use user satisfaction method more popular than cost-effect method. This research used the indictors of Bailey and Pearson developed, and referred to literature studied by other domestic and foreign scholars. 36 of 39factors are over 0.45, just only 15th indirect or are 0.422843 and 25th indirect or are 0.433581, but still can be accepted. The questionnaires of this research are sent to 229 listed companies from which 81 valid returned questionnaires are obtained and the valid returned ratio is 36%.
Returned questionnaire use the Factor Analysis of Stastistica divide 39 variables into management and system section for each 5 factors. In management section: 1.work influence and attendee sense 2.ERP technique and service arranged 3.the relationship of project team and service payment 4.the attitude and communication of project team and resource allocated 5.management attendance and resource allocated. In system section: 1.system precise. Confidence and period 2.system timing. Completion and computer output 3.system realization, intergration and usage 4.data recovery and safety 5.system speed and accuracy. Above all, with user’s satisfaction scales in the questionnaire, this study explored the critical factors affecting user satisfaction of ERP systems.

關鍵字(中)

★ 主成份分析法
★ 使用者滿意度
★ 企業資源規劃系統

關鍵字(英)

★ Factor Analysis
★ ERP
★ User Satisfaction

論文目次

目錄…………………………………………………………………… I
圖目錄 ………………………………………………………………III
表目錄…………………………………………………………………IV
第壹章、緒論…………………………………………………………1
1.1研究背景與動機 …………………………………………………1
1.2研究目的 ……………………………………………2
1.3論文架構與研究流程. ………………………………3
第貳章、文獻探討 …………………………………………………5
2.1企業資源規劃. ………………………………………5
2.1.1 ERP的源起……………………………………5
2.1.2 ERP的定義…………………………………………5
2.2資訊系統評估的方法 ………………………………7
2.2.1 資訊系統績效評估的方法 …………7
2.2.2 資訊系統成功的衡量指標 …………8
2.3使用者的定義 ………………………………………9
2.4使用者滿意度的種類及定義………………………10
2.5使用者滿意度的指標………………………………11
第參章、研究設計..…………………………………………… 18
3.1研究方法…………………………………………18
3.2問卷資料來源……………………………………18
3.3資料分析方法……………………………………21
3.3.1.信度檢定……………………………… 21
3.3.2.敘述性統計……………………… 22
3.3.3.常態性檢定…………………………………… 22
3.3.4.因素分析-主成分分析 ……………………… 22
3.3.5.相關性分析…………………………………… 23
3.4研究範圍與限制 ……………………………… 24
第肆章、資料分析 …………………………………………… 24
4.1描述性統計分析…………………………………24
4.2信度檢定…………………………………………28
4.3常態性檢定………………………………………30
4.4因素分析及命名…………………………………………32
4.5相關分析…………………………………………………40
4.6系統使用者滿意度的關鍵因素圖………………………41
4.7單變量分析--管理構面…………………………………43
4.8單變量分析—系統構面…………………………………48
第伍章、結論與建議……………………………………………52
5.1研究結論…………………………………………52
5.1.2系統五大因素 ………………………………… 53
5.2建議………………………………………………54
參考文獻 …………………………………………………………54
附錄一：研究問卷 ………………………………………………59
附錄二：本研究各因素之問項間的相關分析表 ………………63

參考文獻

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三、網路資料：
1. http://www3.gartner.com/6_help/glossary/Gartner_IT_Glossary.pdf 2008.10.25
2. http://www.oracle.com/2008.9.30
3. http://www.sap.com/2008.9.30

指導教授

蔡文賢(Wen-Hsien Tsai)

審核日期

2008-12-26

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