探討高階主管支持ERP專案團隊會對使用者滿意度之影響---以團隊合作、系統、資訊和服務品質為中介變數

許甄妮(Chen-Ni Hsu)

指導教授 ： 許秉瑜

國立中央大學/管理學院/企業管理學系/碩士(2006年)

摘要

企業資源規劃(Enterprise Resource Planning, ERP)是企業在競爭激烈的環境，希望藉由資訊科技的協助之下，整合企業內部的資訊和有限的資源，以取得競爭優勢並進而達成企業目標，因應顧客需求快速變化潮流的產物。以往ERP研究領域中，證實高階主管支持確實對組織ERP系統的成效會有顯著影響( Raghunathan et al. 1998 ; Choe 1996; Teo & Ang 2001) 。但少有相關研究是針對高階主管支持對於ERP團隊成員的合作影響之議題進行深入的探討。另一方面，也有相當多的證實ERP系統的系統、資訊和服務品質與使用者滿意度之間的影響關係(Seddon 1997; Molla & Liker 2001; Rai et al. 2002; Iivari 2005; Nelson et al. 2005) ，但少有透過「團隊合作」對於上述的三項品質與使用者滿意度之影響研究。本研究除了探討高階主管支持與團隊合作兩者的直接影響之外，也希望能夠瞭解「高階主管支持」透過團隊合作因素，對ERP系統的系統、資訊和服務品質與使用者滿意度所造成的影響。

研究結果顯示高階主管支持能強化「團隊合作」，團隊合作對於「系統品質」、「資訊品質」和「服務品質」之間有正向顯著關係。而上述的三項品質對於「ERP使用者滿意程度」也皆有正向顯著影響。如此，高階主管應該盡可能參與ERP專案團隊，並且促進專案團隊成員之合作與支持，除了可以提升團隊成員的合作程度，也可使成員對於專案之滿意度提升；除此之外，高階主管支持和團隊合作的程度對於ERP系統的品質與使用者滿意度之正向影響亦獲得證實。在系統的建置上，不僅僅須重視ERP系統資訊系統品質與服務品質，高階主管支持和專案團隊合作程度，才是有效推動ERP系統成功的關鍵角色。

關鍵字

企業資源規劃 ； 高階主管支持 ； 團隊合作 ； 使用者滿意度 ； 系統 ； 資訊與服務品質

並列摘要

Enterprise resources planning (ERP) system became the most popular information technology in this more and more competition environment. It is expected to integrate the internal information and limited resources for getting competitive advantage to achieve business target and response the customers’ changeable requirements. Although the top management support has significant impact on ERP system results that was verified by many formerly empirical researches in ERP domain (Raghunathan et al. 1998; Choe 1996; Teo & Ang 2001). But only a few studies were focused on the issue of the ERP project team collaboration affected by top management support. Furthermore, there are many empirical researches confirmed that the information quality, system quality and service quality has significant and positive relation with user satisfaction (Seddon 1997; Molla & Liker 2001; Rai et al. 2002; Iivari 2005; Nelson et al. 2005), however, scarcely limited literatures discussed the above relationship through team collaboration. This study is not only try to explore the relationship between top management support and team collaboration, moreover, but also to probe the ERP system, information and service quality, and user satisfaction affected by top management support and team collaboration.

The research results indicated the top management can enhance the project team collaboration then to influence system, information and service quality positively and significantly, finally affected the user satisfaction. Therefore, the top management should involve the ERP project team as possible as they can to promote the team members’ collaboration and satisfaction. Top management support and team collaboration are the critical success factors for ERP system implementation that has confirmed by this research as well.

並列關鍵字

system ； team collaboration ； ERP ； top management support ； information and service quality ； user satisfaction

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