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研究生:高章仁
研究生(外文):KAO, CHANG-JEN
論文名稱:企業資源規劃使用者滿意度之研究-以中油公司為例
論文名稱(外文):A Research in the User Satisfaction of the ERP System - A Case Study of C.P.C. Company
指導教授:黃國隆黃國隆引用關係
指導教授(外文):HUANG, KUO-LUNG
口試委員:蔡啟通呂季芳
口試委員(外文):TSAI, CHI-TUNGLU, CHI-FANG
口試日期:2011-06-04
學位類別:碩士
校院名稱:實踐大學
系所名稱:企業創新與創業管理研究所
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:2011
畢業學年度:99
語文別:中文
論文頁數:135
中文關鍵詞:企業資源規劃系統、使用者滿意度、資訊系統成功模型
外文關鍵詞:ERP System、user satisfaction、Information System Success Model
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中文摘要

企業資源規劃為本世紀對企業創新頗具成效之途徑,衡量該資訊系統成效的方式之一乃是使用者滿意度(User Satisfaction)之評估。本研究採用資訊系統相關學者發表的文獻,依據Bailey 與 Pearson (1983)所發展出來的「使用者滿意度」調查問卷為主要範本,遵循DeLone & McLean (2003)提出的資訊系統成功模型(Is Success Model)之架構,驗證個案中油公司使用者滿意度的成果,解析影響企業資源規劃系統使用者滿意度的關鍵因素,展現資源配置植基於使用者滿意度的情況下,將可達成公司追求創新的目標,順利執行企業內部資源整合導入成效,本研究結果顯示DeLone & McLean資訊系統成功模型(Is Success Model)之系統品質、資訊品質、服務品質三者對使用者滿意度有正向影響,個案中油公司之不同背景使用者對企業資源規劃系統使用者滿意度無顯著差異,顯示中油公司企業資源規劃系統之使用者滿意度,經資訊系統成功模型(Is Success Model)所驗證為肯定之實例。

Abstract
Enterprise Resource Planning for innovation of this century is the effectiveness of the way rather to measure the effectiveness of the information system but one way to user satisfaction (User Satisfaction) of the assessment. In this study, information systems related to the published literature scholars, according to Bailey and Pearson (1983) developed by the "user satisfaction " survey as the main template, follow the DeLone & McLean (2003) proposed information system success model (Is Success Model) in the structure of Chinese Petroleum Corporation verified cases in the results of user satisfaction, analysis of enterprise resource planning system within a key factor in user satisfaction, to show the allocation of resources based on user satisfaction plant case, the pursuit of innovation, achievement of the corporation’s goal, the successful implementation of the effectiveness of internal integration of resources into this study showed that DeLone & McLean Information System Success Model (Is Success Model) according to the system quality, information quality, service quality and satisfaction among the users have a positive impact, the case Chinese Petroleum Corporation of users with different backgrounds enterprise resource planning system was no significant difference in user satisfaction shows that Chinese Petroleum Corporation enterprise resource planning system user satisfaction, the information system success model (Is Success Model) for the affirmation of the verification Instance.

目錄
第一章 緒論 1
第一節 研究動機與目的 1
第二節 研究範圍與限制 4
第三節 名詞界定 5
第四節 研究流程 8
第二章 文獻探討 13
第一節 企業資源規劃ERP系統相關文獻探討 13
第二節 資訊系統成功模型的發展之探討 18
第三節 國內外ERP滿意度之相關研究 36
第三章研究方法 44
第一節 研究對象個案公司介紹 44
第二節 研究架構 47
第三節 研究假設 48
第四節 研究變項與衡量 50
第五節 問卷設計與實施 50
第六節 研究資料處理方法 55
第四章 研究結果與討論 58
第一節 效度分析和信度分析 58
第二節 實証背景變項對各研究變數之差異分析 61
第三節 品質變數、使用者滿意度之相關分析 70
第四節 品質變項對使用者滿意度之影響分析 72
第五節 品質變項對使用者滿意度之解釋效果之分析 74
第六節 研究假設驗證結果彙整 80
第五章 研究結論與建議 84
第一節討論 84
第二節建議 85
文獻參考 88
【中文部分】 88
【英文部分】 94
【網頁部分】 108
【附錄:問卷】


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【網頁部分】
1.中原大學ERP研究中心,http://www.erp.org.tw/
2.世新大學 ERP 實驗室,http://www.erp.shu.edu.tw/
3.安瑟管理顧問公司,http://www.anser.com.tw/
4.曾渙釗,安瑟ERP專文:什麼是ERP,http://www.anser.com.tw/erp/erparticle6.htm./
5.鼎新電腦,http://www.dsc.com.tw/
6.資策會產業決策情報服務,http://mic.iii.org.tw/
7.Oracle,http://www.oracle.com/
8.SAP,http://www.sap.com/
9.Mapics,http://www.mapics.com/
10.http://www3.gartner.com/6_help/glossary/Gartner_IT_Glossary.pdf
11.http://myhome.naver.com/roseline2000/erp/summary/methodology.htm
12.http://www.oracle.com/
13.http://www.sap.com/
14.Industrial Production Statistics Monthly http://www.moea.gov.tw/~meco/stat/statprod.htm
15. http://www.mrp3.com/mrp3.html#mrp3
16.http://www.shinjia.idv.tw/homepage/C_business/erp/memo_delphi_ktop/g1.gif
17. http://farm3.static.flickr.com/2692/4063146601_0b1609d832_o.gif
18. 寶庫網(取自http://www.baoku168.com/guanli/zhishi/lilun/shengchan/b1/z1/j4/070403.htm)
19.天心資訊(取自http://www.dianyuan.com/bbs/u/38/1141034208.doc)
20. http://www.mrp3.com/mrp3.html#mrp3
21.肯得資訊科技有限公司(取自http://business.com.tw/home/m0512062/webm_2.htm)



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