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研究生:周睿賢
研究生(外文):Jui-Hsieh Chou
論文名稱:從多階層的觀點探討企業資訊系統的成功:以T公司為例
論文名稱(外文):Examining Multilevel Perspective on Enterprise System Success: A case on T Company
指導教授:吳思佩吳思佩引用關係
學位類別:碩士
校院名稱:元智大學
系所名稱:資訊管理學系
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:英文
論文頁數:92
中文關鍵詞:資訊系統成功模式企業資源規劃多階層觀點
外文關鍵詞:IS SuccessEnterprise Resource PlanningMultilevel perspective
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對大多數的現代企業而言,企業資源規劃系統(ERP, Enterprise Resource Planning)已成為一個必須擁有(must-have)的資訊系統與資訊科技基礎架構。雖然大部份的企業認為ERP系統可以改善他們的競爭優勢,但部份企業卻無法真正從中獲得預期的效益,因此評估資訊系統是否成功是相當重要的。此外,成功導入一個ERP系統,並非保證在導入後就會自動帶來商業效益的實現。故本研究以“更新版的資訊系統成功模式(Updated IS Success Model)”與多階層理論,並利用個案研究方式,從多階層的觀點來探討ERP系統導入後階段的成功。

本研究的主要目的是從多階層的觀點了解什麼因素會影響和構成ERP系統的成功。經過一系列的研究和討論,本研究發現個人層次中的ERP系統成功是由資訊品質、系統品資、系統使用、使用者滿意和認知有用性組成;而團隊層次的ERP系統成功,主要是由ERP合適度、部門的ERP使用和部門的淨效益所構成。另外,存在於個人層次和團隊層次中的槪念(Construct),對其它層次會有一些上行(bottom-up)或下行(top-down)的影響。最後,本研究也依研究結果,提出相關管理建議以供個案公司,改善其ERP系統效能。
Enterprise resource planning (ERP) system has become a must-have information system and information technical infrastructure in most modern companies. Although most of the enterprises believe that ERP application can improve their competitive advantages, some enterprise failed to gain the expected benefits from ERP application. Thus, measuring the success of information systems is of paramount important. Besides, a successful ERP implementation project does not guarantee automatic business benefits realization in the post-implementation phase. Therefore, based on “Updated IS Success Model” proposed by DeLone and McLean (2003) and multilevel theory, this research adopted case study method to measure the ERP post-implementation success from multilevel perspective.

This study’s research objective is to provide better understanding of what influences and constitute an ERP success from the multilevel perspective. After a series of researches and discussions, we found that it takes information quality, system quality, system use, user satisfaction and perceived benefits to build up ERP success in the individual level. On the other hand, ERP success in the group level mainly consists of ERP fit, group use and group net benefits. The constructs in individual level and group level will have some bottom-up or top-down influences to other levels. A number of managerial suggestions are also proposed for improving ERP system operational performance.
書名頁 i
論文口試委員審定書 ii
授權書 iii
中文摘要 iv
英文摘要 v
誌謝 vi
目錄 vii
表目錄 ix
圖目錄 x

CHAPTER 1 INTRODUCTION 1
1.1 Research Motivation 1
1.2 Research Purpose 2
1.3 Thesis Structure 3
CHAPTER 2 LITERATURE REVIEW 4
2.1 Enterprise Resource Planning 4
2.1.1 The definition and evolution progress for ERP 4
2.1.2 The reasons for ERP implementation 7
2.1.3 ERP Customizations 9
2.1.4 ERP Benefits 11
2.2 Information System Success 14
2.2.1 Information System Success Model 14
2.2.2 Enterprise Systems Success Model 18
2.3 Multilevel of system usage 20
2.3.1 Multilevel Theory 20
2.3.2 System usage in Organizations 22
CHAPTER 3 RESEARCH METHODOLOGY 24
3.1 Case Company 24
3.1.1 Introduction of case company 24
3.1.2 The motive and objective of ERP implementation in case company 29
3.1.3 The process of ERP implementation in case company 31
3.1.4 The ERP customization in case company 34
3.1.5 The system usage of ERP in the case company 37
3.2 Research Structure 38
3.3 Questionnaire Development 41
3.4 Data Collection 43
CHAPTER 4 DATA ANALYSIS 45
4.1 Demographic Data 45
4.2 Data Statistics – for individual level 47
4.2.1 Descriptive Statistics 47
4.2.2 Regression Analysis 53
4.3 Data Statistics – for group level 54
4.3.1 Descriptive Statistics (Aggregated data) 54
4.3.2 Comparison on different departments 59
4.3.3 Group-level correlation analysis 64
4.3.4 Summary of group-level interview result 66
4.4 Data Analysis – for organizational level 69
4.4.1 Descriptive analysis 69
4.4.2 Summary of organizational-level interviews result 71
CHAPTER 5 DISCUSSION AND CONCLUSIONS 74
5.1 Research Finding and Implications for Management 74
5.2 Limitations of Research 77
5.3 Suggestions for Future Study 78
REFERENCES 80
APPENDIX A 83
APPENDIX B 87
APPENDIX C 91
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