ERP Success in the SMEs: The Perspectives of Service Quality and Social Cognitive Theory

中小企業ERP系統之成功：服務品質及社會認知理論之觀點

洪為璽(Wei-Hsi Hung) ； 張麗敏(Li-Min Chang) ； 嚴紀中(David C. Yen) ； 何晉滄(Chin-Tsang Ho) ； 江美珍(Mei-Chen Chiang)

《Asia Pacific Management Review》 16卷4期 (2011/12) Pp. 503-519

https://doi.org/10.6126/APMR.2011.16.4.03

摘要

以服務品質為導向的企業資源規劃（ERP）系統對於中小企業的發展扮演著極重要的角色，而系統特性的服務品質與使用者對系統的期待更是影響ERP成功的關鍵因素。本研究為暸解ERP系統的服務品質如何透過使用者心理構面對滿意度產生影響，以社會認知理論為基礎，結合了資訊系統成功模型的概念，從系統特性的服務品質觀點出發，提出一個概念模式來深入探討。資料蒐集以中小型企業組織中有使用ERP系統模組的使用者為對象來進行問卷調查。在研究模式及假說驗證方面，則以205份有效問卷來進行資料分析。研究結果顯示服務品質與心理構面因素之間，以有形性與個人結果期待、回應性及保證性與工作結果期待、有形性與工作結果期待間具有正向顯著關係，而心理構面之電腦自我效能則僅與回應性及保證性因素有正向顯著關係。本研究結果可作為未來ERP相關研究及實務軟體發展之重要參考。

關鍵字

企業資源規劃 ； 社會認知理論 ； 資訊系統成功模式 ； 結構方程模式 ； 中小企業

並列摘要

Since the service-oriented ERP systems have become essential to SMEs, the service quality of IS characteristics and the user's internal expectations are considered the key factors of ERP success. With the purpose of understanding how service quality influences user's satisfaction through psychological constructs, based on the Social Cognitive Theory and the framework of D&M IS Success Model, this study starts from the point of service quality to create a conceptual research model. The model and relevant hypotheses are tested in a survey of 205 Taiwan SMEs with the ERP system. The results show that the most significant linkages between service quality and psychological factors are tangibles and personal outcome expectations, responsiveness and assurance and performance outcome expectations, and tangibles and performance outcome expectations. Nevertheless, only the construct of responsiveness and assurance has a significant positive correlation with computer self-efficacy. It is suggested that the model provides fruitful implications for both academia and practical world.

並列關鍵字

ERP system ； social cognitive theory ； IS success model ； structural equation modeling ； small and medium-sized enterprises

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