(3.231.229.89) 您好!臺灣時間:2019/12/15 21:03
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
本論文永久網址: 
line
研究生:範霞秋
研究生(外文):Pham Ha Thu
論文名稱:Study on users’ satisfaction by applying the MIS software of Vietnam Datacommunication Company
論文名稱(外文):Study on users’ satisfaction by applying the MIS software of Vietnam Datacommunication Company
指導教授:溫嘉榮溫嘉榮引用關係
指導教授(外文):Dr. Jia-Rong Wen
學位類別:碩士
校院名稱:樹德科技大學
系所名稱:資訊管理系碩士班
學門:電算機學門
學類:電算機一般學類
論文出版年:2013
畢業學年度:101
語文別:英文
論文頁數:94
中文關鍵詞:EvaluateSatisfactionuserISMIS
外文關鍵詞:EvaluateSatisfactionuserISMIS
相關次數:
  • 被引用被引用:0
  • 點閱點閱:634
  • 評分評分:系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔系統版面圖檔
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
The evolution of ICT (information and communication of technology) has been changing the world rapidly especially in manufacturing. Applying Information technology in management and administrations become the trend of the 21st century. Vietnam is not outside this trend. A typical example is that Software applications have been deployed widely aims to improve and enhance management ability, performance, reduce risks…The MIS software of Vietnam DataCommunication Company (VDC) has been developed to reduce cumbersome procedures in managing documents; everything will be done and stored online such as: register meeting room and week schedule, assigning and receiving tasks… To a developing software company as VDC, satisfying customers is very important. On the other hand, there is no report or research about customers’ satisfaction about specific software product. So the researcher wants to do this research to know if our customers (users) are satisfied with our MIS software or not. These feedbacks will help us to improve the software, attract more customers, and make customers’ loyalty, bring profit for our company. This study use quantitative method, make the questionnaires and deliver them via email to the users (leaders, Officers, staffs of enterprises that the software has been deployed). The IS success model will be appropriate for this study. After doing this thesis, some results were drawn out: There is no difference between ages, genders with satisfaction of the MIS software and the officers have the highest level in satisfaction with the MIS software; Information Quality, System Quality, Service Quality has a positive effect on User Satisfaction but Service Quality needs to be improved; Almost users have good attitude in using the MIS software. They are ready to use this software; the level of satisfaction is not really high so the gap between the offer (from developers) and the expectation (from users) needs to be narrowed. I hope this study will contribute a little bit in strategic planning of our company in software marketplace, and we will have better strategies for customer care.

ABSTRACT i
ACKNOWLEDGEMENT iii
TABLE OF CONTENTS iv
LIST OF TABLES vii
LIST OF FIGURES ix
Chapter 1 Introduction 1
1.1 Research Background 1
1.1.1 The impact of ICT all over the world 1
1.1.2 ICT of Vietnam in recent years 3
1.1.3 Contribution of IS especially in managing and manufacturing. 4
1.1.4 Applying IS in operational management in state companies 5
1.1.5 Introduction about VDC and applying the MIS software 6
1.2 Research Motivation 9
1.2.1 Effectiveness of applying MIS software in operational management 9
1.2.2 Evaluate MIS after 4 years deployed 10
1.2.3 Improve the company product 11
1.2.4 Official survey on customer satisfaction with the MIS 12
1.3 Research Question 12
1.4 Research Purpose 13
1.5 Limitation 14
1.6 Terminologies 15
Chapter 2 Literature Review 18
2.1 Current situation: Applying IS in Vietnam 18
2.2 Related researches 19
2.3 Information System 20
2.3.1 Fundamental concept of IS and MIS 20
2.4 User Satisfaction 22
2.4.1 User Satisfaction concept 22
2.4.2 The necessity of measuring User Satisfaction 23
2.4.3 Tools and ways of evaluation 25
2.5 IS success model 28
Chapter 3 Research DESIGN 33
3.1 Framework and relationships of factors and variables 33
3.2 Research factors and variables (Definition and Measurement) 35
3.3 Research Design 40
3.4 Research Hypothesis 43
3.5 Research Procedure 49
3.6 Tool development 50
3.6.1Questionnaire Design 50
3.6.2 Expert Review 51
3.6.3 Pilot test 51
3.6.4 Reliability 51
3.6.5 Validity 56
3.7 Statistics 62
3.7.1 T-test 62
3.7.2 ANOVA 62
3.7.3 Correlation 62
3.7.4 Regression 62
Chapter 4 Research Results 63
4.1 Sample Description 63
4.2 Descriptive Statistics 66
4.3 Testing the difference between Factors 67
4.3.1 The influence of gender on User Satisfaction 67
4.3.2 The influence of Ages and Work Position on User Satisfaction 69
4.3.3 Correlation between factors 73
4.3.4 Regression Analysis for testing Hypotheses 74
4.4 Findings 77
Chapter 5 Conclusion 79
5.1 Conclusion 79
5.2 Limitation 82
5.3 Future Research Suggestions 83
REFERENCES 84
APPENDIX: RESEARCH QUESTIONNAIRE 89
MIS SOFTWARE SURVEY 91


[1] Amstrong, B., Fogarty, G.J., Digsdag, D. &;Dimbleby, J. (2005). Validation of a computer user satisfaction questionnaire to measure IS success in small business. Journal of Research &; Practice in IT, Vol.37, No.1, pp.27-42.
[2] Bansal, S.K. (2002). Information System Management. Information System Management, S.K.Bansal. S.B.NANGIA. A P H Publishing Cooperation.
[3] Bay, P.V. (2010). Why is the world flat?. Retrieved Jan 6th, 2012, from http://www.pcworld.com.vn/articles/quan-ly/trao-doi/2010/06/1219318/vi-sao-the-gioi-phang/
[4] Brian, C., Tim, R., &; Steve, K. (2008). Citrix Xen app, Plantium edition for windows. The official Guide. Brian Casselman. No.4. Mc Graw Hill.
[5] Bureau of IT application – Ministry of Information and Communications.( 2010). Report on IT applications 2010. Retrieved January 8th, 2012, from http://www.diap.gov.vn
[6] Comptroller of the Currency Administrator of National Bank. (n.d.). Management Information Systems Comptroller’s Handbook. Retrieved from http://www.occ.treas.gov/handbook/mis.pdf
[7] Computer user satisfaction? (n.d.). Retrieved from http://en.wikipedia.org/wiki/Computer_user_satisfaction
[8] DeLone, W.H, &; McLean, E.R. (2003). The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. Journal of Management Information Systems, Vol. 19, No. 4, pp. 9–30.
[9] DeLone, W.H., and McLean, E.R. (1978). Information systems success: The quest for the dependent variable. Information Systems Research, 3, 1, 60–95.
[10] Dutta, S., Mia,.I. (2011). The Global Information Technology Report 2010-2011. World Economic Forum. Geneva. Switzerland.
[11] Dzung, C.T. (2010). Worldwide IT spending 2010-2011 some viewpoints for the Vietnam IT market based on the result of business enterprises. Retrieved from HCM city computer association website www.hca.org.vn/su_kien/sk_HCA/.../1chutiendung.pdf
[12] Evangelos, G., Yannis, .S. (2009). Customer satisfaction evaluation, methods for measuring and implementing service quality. Springer New York Dordrecht, Heidelberg, London, No.1.
[13] Friedman, T. L. (2006). The World Is Flat [Updated and Expanded]: A Brief History of the Twenty-first Century . Farrar, Straus and Giroux.
[14] George, D., &; Mallery, P. (2003). SPSS for Windows step by step: A simple guide and reference. 11.0 update (4th ed.). Boston: Allyn &; Bacon.
[15] Information quality. (n.d.). Retrieved Jan 6th, 2012, from http://en.wikipedia.org/wiki/Information_quality
[16] Information system. (n.d.). Retrieved Jan 6th, 2012, from http://en.wikipedia.org/wiki/Information_systems
[17] Jayaraman, M., Shankar, C., &; Hor, W.M. (2010). Service Quality Delivery and its impacts on customer satisfaction in the banking sector in Malaysia. International Journal of Innovation, Management and Technology, Vol.1, No.4.
[18] Jiang, J.J., &; Klein, G. (1999). User evaluation of information systems: By system typology. IEEE Transactions on Systems, Man, and Cybernetics, 29, 1, 111–116.
[19] Kettinger, W.J., &; Lee, C.C. (1995). Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25, 5–6, 737–765.
[20] Kline, P. (1999). The handbook of psychological testing (2nd ed.). London: Routledge.
[21] Li, E.Y. (1997). Perceived importance of information system success factors: A meta analysis of group differences. Information &; Management, 32, 1, 15–28.
[22] Management information system. (n.d.). Retrieved from http://en.wikipedia.org/wiki/Management_information_system
[23] Marie, C.R, &; Lynn, B. (1999). Developing and evaluating methods for user satisfaction measurement in practice. Journal of Information Technology management, 10, 3-4.
[24] Mark S. Silver, M. Lynne Markus, Cynthia Mathis Beath. (1995). The Information Technology Interaction Model: A Foundation for the MBA Core Course, MIS Quarterly. Vol. 19, No. 3, Special Issue on IS Curricula and Pedagogy (Sep., 1995), pp. 361-390
[25] Mason, R.O. (1978). Measuring information output: A communication systems approach. Information &; Management, 1, 5, 219–234.
[26] Measuring Customers’ Satisfaction. (n.d.). Retrieved from www.kinhdoanh.com/home/news/Doluongsuthoamankhachhang
[27] Ministry of Information and Communication of the Socialist Republic of Vietnam. (2011). Information and Data on Information and Communication Technology Vietnam 2011. Information and Communication Publishing House. Page 15-16
[28] Ministry of Information and Communication of the Socialist Republic of Vietnam. (2011). Information and Data on Information and Communication Technology Vietnam 2011. Information and Communication Publishing House. Page 17.
[29] Molla, A., &; Licker, P.S. (2001). E-commerce systems success: An attempt to extend and respecify the DeLone and McLean model of IS success. Journal of Electronic Commerce Success, 2, 4, 1–11.
[30] O’Brien, J. (1999). Management Information Systems – Managing Information Technology in the Internetworked Enterprise. Boston: Irwin McGraw-Hill. ISBN 0071123733.
[31] Parasuraman, A., Valarie A.Z &; Leonard L.B. (1985). A conceptual model of service quality and its implications for future research. Journal of marketing, Vol.49, No.4, pp.41-45
[32] Parasuraman, A., Valarie A.Z &; Leonard L.B. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, Vol.67, No.4, pp. 420-450
[33] Paul, B., V. (2009). Business Information System. Palgrave Macmillan. Page 197 – 225
[34] Peter, S., DeLone, W.H., &; McLean, E.R. (2008). Measuring information systems success: models, dimensions, measures, and interrelationships. European Journal of Information Systems, 17, 236 – 263.
[35] Petter, S., DeLone, W.H., &; McLean, E.R. (2008). Measuring Information system success. European Journal of Information Systems, 17, 236–263.
[36] Pitt, L.F., Watson, R.T., &; Kavan, C.B. (1995). Service quality: A measure of information systems effectiveness. MIS Quarterly, 19, 2, 173–188.
[37] Roger, L (Ed.). (2010). Computer and Information Science 2010. Springer, Vol 317.
[38] Rudy, H., &; Heinz, K.K. (2011). The Oxford handbook of management Information System. Oxford Handbooks Online. Retrieved from http://www.oxfordhandbooks.com/oso/public/index_oho.html
[39] Shanon, C.E., &; Weaver, W. (1971). The mathematical theory of Communication. Urbana IL: University of Illinois Press.
[40] Soul, A., Fisal, A., R. (2011). Factors that determine continuance intention to use e-learning system: an empirical investigation. International Conference on Telecommunication Technology and Applications Proc .of CSIT vol.5. Singapore, Singapore, 2011.
[41] SPSS Statistics base 17.0 User’s Guide. (1993-2007). Retrieved from http://www.winwrap.com
[42] Vietnam Datacommunication Company. (n.d). In “About VDC”. VDC portal. Retrieved Jan 6th, 2012, from http://vdc.com.vn/GioiThieu.aspx?id=18
[43] Wang, I.M., &; Shieh, C.J. (2006). The relationship between service quality and customer satisfaction: The example of CJCU library. Journal of Information &; Optimization Sciences, Vol 27, No.1, 193-209.
[44] Why are information systems so important in business today? (n.d.). Retrieved from http://wiki.answers.com/Q/Why_are_information_systems_so_important_in_business_today
[45] Wilkin, C., &; Hewitt, B. (1999). Quality in a respecification of DeLone and McLean’s IS Success model. In Mehdi Khozrowpour (ed.), Proceedings of 1999 IRMA International Con-ference. Hershey, PA: Idea Group Publishing, pp. 663–672.
[46]Yogesh, D., Michael, R.W., &; Scott, L.S. (Ed). (2011). Information System Theory: Explaining &; Predicting our Digital Society. 2012, Springer.


QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊
 
系統版面圖檔 系統版面圖檔