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研究生:吳瑞明
研究生(外文):Jui-Ming Wu
論文名稱:ERP系統使用者滿意度之關鍵因素研究-以K公司為例
論文名稱(外文):A Research of the Critical Factors on the User Satisfaction of Enterprise Resources Planning Systems —A Case Study of K Company
指導教授:洪育忠洪育忠引用關係
學位類別:碩士
校院名稱:大同大學
系所名稱:事業經營研究所碩士在職專班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2003
畢業學年度:91
語文別:中文
論文頁數:68
中文關鍵詞:企業資源規劃系統使用者滿意度主成份分析法
外文關鍵詞:Enterprise Resources Planning systemUser SatisfactionPrincipal Component Analysis
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在面對全球化市場的競爭,企業除了實施組織的扁平化外,並紛紛採用新的資訊科技來因應,如採用以Web-based為基礎的企業資源規劃(Enterprise Resources Planning,ERP)系統。然而,ERP 系統的引進需花費大量的資金、人力及時間。更重要的是它涉及了組織作業流程的變革,因而對於企業的交易型態與經營模式產生巨大的衝擊,甚至改變了今後事業經營的競爭模式。因此,ERP 系統的使用成效,一直是企業所關切的議題。
一般資訊系統成效衡量的主要方法,除了採用成本與效益法外,就以使用者滿意度(User Satisfaction)工具為學者們最喜愛的研究主題。由於研究時間有限,本研究僅採用Bailey 與 Pearson學者所發展出來的使用者滿意度問卷為主要參考範本,同時也參酌其他國內外學者相關的文獻,但刪除信度相對較低或因素負荷值低於0.5以下的變數,將B&P問卷原本39個的變數修正為28個的變數,並經過預試(Pilot Test)後作為本研究的問卷。本問卷以個案公司為對象共發出80份,有效回收問卷計56份,經換算後有效的回收率為70%。回收後的問卷經採用SPSS軟體之主成份分析法(Principal Component Analysis,PCA),將28個變數以最大變異法直交轉軸後歸納出七個因素:(1)使用者系統使用的能力;(2)ERP系統的策略性利益;(3)溝通與互動;(4)使用者的參與;(5)電腦系統的應用能力;(6)管理階層的參與;(7)EDP人員的技術能力。
綜合以上,本研究藉由使用者滿意度問卷調查的方法,瞭解及掌握個案公司ERP系統使用者滿意度的關鍵因素,以有效整合企業內部的資源(包括生產製造、配銷、財務等),期望能在有限資源且兼顧使用者滿意的情況下,協助企業快速的建立ERP系統。
To face competitive global market, enterprise not only applies streamline organization, but also uses new information system, which Enterprise Resources Planning System (ERP) of Web-based as fundamental. Nevertheless, ERP system implementation needs enormous capital, human power, and time. Furthermore, it has involved innovation of organizational process or even changed its competitive mode that has great impact. Hence, ERP system achievement of measurement is still an issue, which has been concerned by enterprise.
Due to the limited time of research, it has applied Bailey and Pearson scholars’ development, Information Systems Evaluation Tool, to demonstrate User Satisfaction as an example and to deliberate with the related literature review from oversea and domestic. The original 39 variables have been deleted and modified as 28 variables because of some inappropriate variables. After Pilot Test, it has been designed as questionnaire for our research. The objective of interview is K Company as an example, which has 80 copies. The valid of questionnaires has 56 copies that the percentage of feedback is 70%.
Statistics of our research has been applied SPSS statistics software, which is factor analysis program and applies PCA (Principal Component Analysis) method. The 28 variables are Varimax rotation. After reliability and validity test, it can be classified as seven factors: (1)User’s operating ability of information system;(2)The strategic benefit of ERP system;(3)Communication and interaction;(4)User’s participation;(5)Capability of computer system application;(6)Management level’s participation and attention;(7)EDP personnel’s technological ability etc. for evaluation factor.
In short, the main objective of this thesis is through user satisfaction questionnaire method, to understand and control the key factor in leading in user satisfaction while the enterprise promotes ERP. It integrates internal recourses effectively such as production, distribution, and financial etc. Under the limited recourse and user’s satisfaction situation, a successful and executive ERP system establishes a new advantage of competition for enterprise.
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目 錄-----------------------------------------------------------------------------i
圖 目 錄---------------------------------------------------------------------------------------iii
表 目 錄------------------------------------------------------------------------------------- iv
第一章 緒 論------------------------------------------------------------------------------ 1
第一節 研究背景與動機--------------------------------------------------------------- 1
第二節 研究目的------------------------------------------------------------------------ 3
第三節 論文架構與研究流程----------------------------------------------------------4
第四節 研究範圍與限制--------------------------------------------------------------- 6
第二章 文獻探討-------------------------------------------------------------------------- 7
第一節 企業資源規劃------------------------------------------------------------------- 7
第二節 資訊系統評估的方法---------------------------------------------------------- 15
第三節 使用者的定義------------------------------------------------------------------ 18
第四節 使用者滿意度的種類與定義------------------------------------------------ 19
第五節 使用者滿意度的指標--------------------------------------------------------- 21
第三章 研究設計-------------------------------------------------------------------------- 30
第一節 研究方法------------------------------------------------------------------------- 30
第二節 個案公司及產業背景簡介---------------------------------------------------- 31
第三節 問卷資料來源------------------------------------------------------------------- 35
第四節 資料分析方法------------------------------------------------------------------ 38
第四章 資料分析------------------------------------------------------------------------- 41
第一節 描述性統計分析--------------------------------------------------------------- 41
第二節 KMO及Bartlett檢定--------------------------------------------------------- 45
第三節 信度、效度檢定--------------------------------------------------------------- 45
第四節 常態性檢定----------------------------------------------------------------------- 45
第五節 因素分析及命名--------------------------------------------------------------- 47
第六節 相關分析------------------------------------------------------------------------ 52
第五章 結論與建議---------------------------------------------------------------------- 54
第一節 結論------------------------------------------------------------------------------ 54
第二節 建議------------------------------------------------------------------------------ 56
參考文獻-------------------------------------------------------------------------------------- 57
附錄一問卷----------------------------------------------------------------------------------- 62
附錄二本研究各因素之問項間的相關分析表------------------------------------------- 65
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