師徒效應對於ERP系統滿意度與持續使用意願影響之研究

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姓名

陳國維(Guo-wei Chen) 查詢紙本館藏

畢業系所

企業管理學系

論文名稱

師徒效應對於ERP系統滿意度與持續使用意願影響之研究
(The research of mentor effect impacting on the ERP system satisfaction and continuance intention)

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摘要(中)

現今許多企業已藉著引進新的軟體系統與購置先進的硬體設備來提升內部的管理效率與降低營運成本，希望能提昇公司的競爭力，在這些工具中，企業資源規劃（Enterprise Resource Planning，ERP）扮演著很重要的地位。它是一套可以整合企業相關資訊與企業營運流程，並且能夠及時提供經營者與管理者所需資訊的大型資訊系統。因此，本研究以導入 ERP 的公司做為主要的研究對象，使用Bhattacherjee (2001a)為因應資訊系統所發展出來的 ECT-IS 模型作為研究基礎，加入師徒效應(mentor effect)這個構念，企圖提高使用者對於資訊系統的滿意度與持續使用意願，讓公司在資訊系統上線後能夠更順利的運作。
本研究之結果顯示師徒效應與滿意度與持續使用意願之間有顯著的正向關係。由此結果我們可以知道企業在導入 ERP 的時候可以透過師徒效應，就是讓熟悉系統操作的人員提供其他不熟悉該系統操作的使用者在 ERP系統上相關的訓練、主動關心他們在ERP系統操作上的情況、協助他們學習並解決操作系統時所遇到的問題，那將會大大提高使用者對於該資訊系統的滿意度與持續使用的意願，發揮ERP系統最大的效益。

摘要(英)

In order to enhance competitiveness of companies, many companies have introduced new software systems and advanced equipment to improve the internal management efficiency and reduce operating costs. In all tools, Enterprise Resource Planning (ERP) plays a very important role. It is a large information system that can integrate business-related information with enterprise business processes and provide timely information to managers. Accordingly, the companies implemented ERP system are the target for our research. Using the ECT-IS model developed by Bhattacherjee (2001a) as a basis for our research. We want to increase the satisfaction and continuance intention of user by adding mentor effect to this model.
The result demonstrates that mentor effect has positive impact on satisfaction and continuance intention. From the result and the meaning of mentor effect, we know that when company implements ERP, it will enhance user’s satisfaction and continue intention by providing training、care and helping them to resolve problems encountered by operating system.

關鍵字(中)

★ 企業資源規劃
★ 期望確認理論
★ 師徒效應
★ 持續使用意願
★ 滿意度

關鍵字(英)

★ ERP
★ ECT
★ continuance i
★ satisfaction
★ mentor effect

論文目次

摘要 i
Abstract ii
圖目錄 v
表目錄 vi
第一章緒論 1
1-1 研究動機與目的 1
1-2 研究流程 3
第二章文獻回顧 5
2-1 IS 環境下的期望確認理論 5
2-2 有用性認知 9
2-3 確認程度 12
2-4 滿意度 13
2-5 持續使用意願 16
2-6 師徒效應 17
第三章研究方法 21
3-1 研究假說 21
3-2 研究架構 24
3-3 構面的定義與衡量 24
3-3-1 有用性認知(perceived usefulness) 25
3-3-2 確認程度(Confirmation) 26
3-3-3 滿意度(Satisfaction) 27
3-3-4 持續使用意願(Continuance intention) 29
3-3-5 師徒效應(Mentor Effect) 30
3-4 研究設計 31
3-4-1 資料蒐集方法及研究對象 31
3-4-2 問卷設計 32
3-4-3 問卷結構與問項內容 33
3-5 資料分析方法 35
3-5-1 資料分析工具 35
3-5-2 敘述性統計分析 35
3-5-3 線性結構關係模式 37
第四章資料分析 40
4-1 樣本資料分析 41
4-1-1 樣本基本資料分析 41
4-1-2 樣本同質性檢定 46
4-2 敘述性統計分析 47
4-2-1 研究變項初步分析 47
4-2-2 常態性假設檢定與皮爾森相關分析 48
4-3 LISREL 測量模式分析 52
4-3-1 模式基本適配度 52
4-3-2 信效度分析 53
4-3-3 測量模式的檢定與適配度分析 56
4-4 LISREL 結構模式分析 60
4-4-1 結構關係之建立 60
4-4-2 整體模式適配度分析 62
4-4-3 理論模型之效果分析 63
4-4-4 理論模型之假設檢定 65
第五章結論與建議 68
5-1 研究結果說明 68
5-2 研究貢獻 68
5-3 管理實務意涵與建議 69
5-4 研究限制 70
5-5 未來研究方向 70
參考文獻 72
附錄：研究問卷 79

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中文部分
邱皓政(2003)，結構方程模式：LISREL 的理論、技術與應用。雙葉書廊。
邱皓政(2006)，量化研究與統計分析。五南文化。
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蕭文龍(2007)，多變量分析最佳入門實用書－SPSS+LISREL(SEM)。碁峰資訊。
王雲東(2007)，社會研究方法。威仕曼文化事業。

指導教授

許秉瑜(Ping-yu Hsu)

審核日期

2009-6-17

推文