臺灣博碩士論文加值系統

企業在面對外在環境競爭與全球化的趨勢下，不論其規模的大小，如果能善用資訊科技來強化企業流程整合，讓公司資源有效地運用，是企業立於不敗之地的先決條件。在所有IT整合的技術，建構以流程為主軸的平台中，ERP系統常扮演著
重要的角色。
自我效能是社會學習理論的重要觀念之一，有學者將其衍生發展成電腦自我效能，係指個人對自身電腦能力的評價，再延伸其對個人的態度與行為的影響。由過去的文獻可知，自我效能雖然已經被廣泛的應用在IT領域中，但有關是否對資訊系統成功帶來顯著的影響，此方面，則鮮少被提出討論。本研究結合Pitt et al.（1995）資訊系統成功模式（IS Success Model）的部分構面與Bandura 的社會認知理論（SCT）所衍生出的電腦自我效能概念來探討「電腦效能」、「資訊部門服務品質」、「使用者滿意度」及「個人效益」之間的關連性。
本研究發現結果符合過去學者所提出的理論，在「電腦效能」對於「資訊部門服務品質」、「使用者滿意度」及「個人效益」三個構面的影響顯著。「電腦效能」對「資訊部門服務品質」產生顯著影響，使得電腦自我效能透過服務品質的間接影響來使得使用者滿意度提升，進而增加個人效益，也說明了使用者電腦自我效能在
使用資訊系統中所扮演的重要角色。
本研究最主要的貢獻在於高電腦效能的使用者能使個人績效提升，則企業在招募員工時，可以將電腦自我效能列入遴選考量，或者在教育訓練中，企業可以試著提升員工的電腦自我效能，來達成資訊系統成功。企業進行ERP系統績效評估時，相較於導入一段時間後，才能從收益數據、工作時日的縮短等實證中描繪出 ERP 系統的績效，本研究從個人效益的觀點來推論企業所達成的影響與績效，可以更早並直接發覺 ERP 系統導入停滯不前或不能成功的原因。同時更可依其因果關係做為改進依據，使企業能充分地利用本身所具有的資源，進一步達到持續的競爭優勢。

When enterprises face the outside competition and globalization trend, if they can utilize the information technology to enhance the business operation process integration, manage company’s resources use efficiently and effectively, which will lead them in an unassailable position. The ERP system is a process-oriented view of the business, which plays an important role among all information system integration solutions.
Self-efficacy is one of the important concepts of social cognitive theory (SCT), which was developed to computer self-efficacy (CSE) by other scholar. The CSE means the individual's appraisal on the ability of one's own computer skill, and then extended on the effects of attitude and behavior. It has been widely applied on the IT field, but limited research on the whether it can bring significant effect of information system success.
This research combined the partial constructs of IS success model proposed by Pitt et al. (1995) and the CSE raised by Bandura (1997) to explore the relationships among the constructs of computer self-efficacy, service quality, user satisfaction and individual benefits. It is aimed to find the CSE effect on the IS success, whether the CSE can influence service quality, and whether the individual character is one of the reason to affect individual performance.
The results of this research accorded with the theories raised by previous scholars, which were CSE has significant effect on service quality, and then indirect affected user satisfaction, finally enhanced individual benefits. It also explained that the SCE plays a significant role in information system.
The main contribution of this paper is the high CSE will improve individual performance so the enterprises may consider the high CSE as the criteria when hiring the employee or enhanced it by computer training courses to achieve the IS success. It can be given one direction for enterprise to think why the ERP halt or failure implementation. The enterprises can improve their competitive advantage if their employees continuously cultivate their CSE to promote their individual performances.

第一章 緒論
1.1 研究背景..............................................................1
1.2 研究動機與目的........................................................3

第二章 文獻探討
2.1 電腦自我效能（Computer self efficacy）................................5
2.2 服務品質（Service quality）..........................................13
2.3 使用者滿意度（User Satisfaction）....................................25
2.4 個人效益（Individual Benefits）......................................33

第三章 研究架構與假設
3.1 研究架構.............................................................36
3.2 研究假設.............................................................37
3.3 研究變數定義.........................................................42
3.4 統計分析方法.........................................................45

第四章 資料分析結果
4.1 樣本收集.............................................................50
4.2 基本資料分析.........................................................51
4.3 敘述統計.............................................................55
4.4 測量模式分析.........................................................57
4.5 測量模式的檢定與適合度...............................................60
4.6 結構模式的檢定與適合度...............................................62
4.7 影響效果分析.........................................................66
4.8 假設檢定.............................................................67

第五章 研究結論
5.1 研究結果.............................................................68
5.2 結論與建議...........................................................70
5.3 研究限制.......................................................................71
5.4 未來研究建議.........................................................73
參考文獻.................................................................74

附錄：研究問卷...........................................................82

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