以工作-技術配適度進行企業資源規劃系統使用者滿意度之研究

A Study of Using Task-Technology Fit on User Satisfaction of ERP System

陳純德(Chwun-De Chen)

指導教授 ： 皮世明

中原大學/商學院/資訊管理研究所/碩士(2001年)

https://doi.org/10.6840/cycu200100195

摘要

由於企業外部競爭環境的改變以及內部管理複雜度的增加，使得傳統資訊系統無法即時提供企業所需的完整資訊。另一方面，由於Y2K及國外大廠的推波助瀾與催化作用，使得企業對於企業資源規劃(enterprise resource planning, ERP)系統的導入蔚為風潮。雖然ERP系統號稱為最佳化範例，但是學術界對於ERP系統的使用與績效的探討仍屬有限。目前學術界對於ERP系統的研究主要集中於下列方面，包括：ERP系統的採用因素、導入模式、導入的關鍵成功因素等，較少發展實徵性的測量工具來檢測ERP系統的使用行為與績效影響。
本研究係以工作—技術配適度理論為基礎，透過使用者工作特質以及ERP系統技術特質，探討其配適程度對於ERP系統使用者滿意度之影響。在此係根據 Goodhue and Thompson(1995)及Goodhue(1998)所提出的量表，進一步進行實徵資料的檢測，並利用整體研究模型來探討工作—技術配適度與其他研究構念間的關係。其中，包括幾個重要的研究問題：(1)ERP系統的使用者滿意度探討。(2)使用者工作特質與ERP系統技術特質，是否會影響工作—技術配適程度。(3)工作—技術配適度是否會影響ERP系統使用者滿意度。(4)工作—技術配適度是否會影響ERP系統的使用。
研究結果發現，ERP系統之工作—技術配適度頗高，因此確實促成較高的使用者滿意度，並對個人及企業績效帶來影響。此外，雖然工作效率的提升及資訊需求的滿足，並未顯著影響使用者信念與態度並讓他們願意進一步探勘其他功能，本研究建議未來應加強個人特質的研究以促成使用量與頻率的增加及回饋。本研究不僅利用實徵資料進行工作—技術配適度理論的驗證，同時也為ERP系統提供了一個有效的衡量準則，不僅可以作為ERP系統的問題診斷輔助，同時可以作為供應鏈管理(supply chain management, SCM)、客戶關係管理(customer relationship management, CRM)系統整合衡量參考之用。

關鍵字

個人績效影響 ； 企業資源規劃 ； 工作技術配適度 ； 使用者滿意度 ； 系統使用

並列摘要

Because of the radical change of external competition environment and increased management complexities, traditional information systems cannot afford to support enterprise the real-time and needed information. Furthermore, as Y2K problem and worldwide major manufacturer add fuel to the ERP implementation flames dramatically, enterprises rashly to adopt ERP system falling over one another. ERP system is known as a best practice for enterprise. However, the academic community still has few studies on ERP system utilization and performance evaluation, and most of researches are still focus on adoption factors, implementation modes, and critical success factors of implementations in Taiwan. Few studies are made to develop an empirical and opera ionized measuring instrument, or to find out the concrete performance contribution of ERP system.
This paper, based on task-technology fit theory, tries to sum up all relative constructs and adopt the questionnaire of Goodhue and Thompson (1995) and Goodhue (1998) through the discussion of task characteristics, technology characteristics and task-technology fit. From the fitness of users task requirement and ERP system, we try to examine the user satisfaction of ERP system and explore the relationship between ERP system utilization and individual performance impact. We focus some important questions, such as (1) user satisfaction of ERP system; (2) whether user’s task characteristics and technology characteristics of ERP system will influence task-technology fit; (3) whether task-technology fit will influence user satisfaction of ERP system; (4) whether task-technology fit will influence ERP system utilization. Through the effort and contribution made by this paper, we hope to build up a practical and fair ERP system performance measurement criterion, and to be a reference of criterion generation to other systems in the near future.
From research results we find that task-technology fit of ERP is relatively high and it does make high user satisfaction, individual and organization impacts. Besides, though work efficiency is raised and information requirement is satisfied, it can not change users’ beliefs and attitudes significantly and promote them to explore other functions of ERP further. This paper suggests that researchers should strengthen their researches on individual characteristics in order to encourge the increasing and feedback of system utilization and frequency. This paper not only uses impirical data to have an examination on task-technoloy fit theory, but it contributes a effective measuring criterion to ERP system also. Practitioners could use it to have a diagnostics on system problems and to be an integration reference between ERP, supply chain management and customer relationship management systems.

並列關鍵字

individual performance impact ； user satisfaction ； enterprise resource planning ； system utilization ； task-technology fit

參考文獻

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