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研究生:廖震昌
研究生(外文):Cheng-chang Liao
論文名稱:ERP顧問服務品質與客戶滿意度之研究
論文名稱(外文):A Study on Customer Satisfaction of Enterprise Resource Planning
指導教授:郭倉義郭倉義引用關係
指導教授(外文):Tsuang Kuo
學位類別:碩士
校院名稱:國立中山大學
系所名稱:企業管理學系研究所
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:2009
畢業學年度:97
語文別:中文
論文頁數:117
中文關鍵詞:IMP互動模式服務品質協同合作顧問服務企業資源規劃
外文關鍵詞:IMP interaction modelcollaborationservice qualityconsultant serviceEnterprise Resource Planning
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企業資源規劃 (ERP:Enterprise Resource Planning)系統的建置需求是企業為了能夠提高營運效率、獲得快速回應整體供應鏈的能力,以期更具備產業競爭力而提升獲利。ERP系統對於企業的重要性已經是無庸置疑的,要將ERP系統成功的完成導入則有賴於專業顧問服務(Consultant Service)的協助,顧問公司所派遣的顧問團隊除了必須具備產品技術的專業能力以外,顧問的服務品質(Service Quality)是為主要影響客戶滿意度的重要因素,甚至是專案成功與否的關鍵。

本研究是以國際產業行銷及採購團體所發展的IMP互動模式做為理論基礎進行研究,於顧問提供專案導入服務期間,針對導入ERP企業之專案小組成員進行感知顧問服務品質之實證研究與探討,其目的是希望了解服務品質對於客戶滿意度與使用行為意圖的影響,以做為企業、顧問業者及後續研究者的參考。

研究結果明顯指出,於企業實施ERP系統導入專案中,影響客戶滿意度與使用行為意圖的主要顧問服務品質,可以歸納為以下三點,分別是(1)顧問與專案小組間協同合作的成果;(2)顧問所展現的專業及服務能力;(3)顧問服務與收取費用之間的等值性。並且對於研究變項在人口統計變數條件下歸納出滿意程度的差異,而這些差異分析所獲得的管理意涵,將可以做為管理者對於改善ERP顧問服務品質重要的依據。
The aims to set up Enterprise Resource Planning (ERP) is to increase enterprises'' running efficiency and obtain the capability to respond to the whole supply chain so as to possess business competence and increase profits. There is no doubt that ERP plays an important role in enterprises. Besides, the assistance of consultant service would be beneficial for the successful introduction of ERP into enterprises. Moreover, the consultant teams assigned by consultant companies not only have to obtain professional competence of product techniques but have to offer service quality which is the vital element affecting customers'' satisfaction and the success of cases.

The present study is based on the theory of IMP interaction model and it attempts to conduct empirical research on the perceptive service qualtity of the consultants who introuduce ERP into enterprise cases. The main purpose of this research aims to find out the effects of consultant service quality on customers'' satiscation and their behavioral intention to utilize this system. Additionly, the findings could also be suggestive resources to enterprisers, consultants, and future researchers.

The results of this study show that the service quality of the consultants making intoduction of ERP into enterprises has obvious influences on customers'' satisfaction and their behavioral intention to adopt ERP. In general, the key issues influencing customers'' satiscation and their choices are classified into following three dimensions: (1) the outcomes brought about by the collaboration between consultants and project committees; (2) the professional and service competence presented by consultants; (3) the equality between consultant service and the implementation fee. In addition, this present study also presents different satisfaction degrees examined by reserach variables and population statistic variables. It is hoped that these difference analyses would be beneficial for managers to imrprove ERP consultant service quality.
論文提要 i
摘要 ii
Abstract iii
誌謝詞 iv
目錄 v
圖目錄 vii
表目錄 viii
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 2
第三節 研究目的 4
第二章 文獻探討 6
第一節 企業資源規劃系統 6
第二節 顧問角色 9
第三節 ERP顧問服務 10
第四節 感知顧客服務品質的內涵 13
第五節 客戶滿意度的定義與衡量 18
第六節 使用者行為意圖 20
第三章 研究設計 22
第一節 研究架構及假設 22
第二節 研究變數及操作性定義 23
第三節 量表設計 26
第五節 正式問卷發放與回收整理 32
第六節 資料分析方法 33
第四章 實證分析與討論 36
第一節 受訪者特性統計分析 36
第二節 問卷之信度檢定及效度分析 44
第三節 影響客戶滿意程度之因素分析 46
第四節 各變數之間的相關分析 55
第五節 影響客戶滿意程度之迴歸分析 57
第六節 人口統計變項對客戶滿意程度之差異分析 64
第七節 研究發現 84
第五章 結論與建議 90
第一節 研究假設與驗證 90
第二節 管理意涵 91
第三節 研究限制 93
第四節 後續研究建議 94
參考文獻 96
一、 中文部份 96
二、 英文部分 98
附錄 研究問卷正式量表 103
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