探討電腦自我效能對於ERP系統成功之影響

The analysis of the effect of computer self-efficacy on ERP success

莊芷瑄(Chih-Hsuan Chuang)

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(2007年)

摘要

隨著資訊科技日益進步，企業使用資訊系統來輔助企業流程及幫助決策的情形已非常普遍，ERP系統提供一個企業內標準、商業流程導向的觀點，ERP系統最重要的的屬性是自動化以及整合企業流程的能力，分享企業內共同及常規性資料，以及時產生與獲得資訊，而ERP之使用在國內也日漸廣泛，但亦有企業導入失敗之案例，因而使資訊系統成功是廣受關心的課題。本研究結合在觀察人類行為及認知重要之自我效能理論，以及已經廣受應用與驗證的DeLone and McLean（2003）資訊系統成功模型，試圖探討使用者之自我效能是否會影響ERP資訊系統之成功。
而本研究利用結構方程模式分析結果，使用者之「電腦自我效能」對於系統、資訊、資訊部門服務之品質都有正向顯著之影響，進而正向影響「使用者滿意度」、「個人影響」而後「組織影響」；因而企業在導入ERP系統時，應重視使用者電腦自我效能之因素；有效提升使用者之電腦自我效能，將有助於幫助組織導入新的資訊系統之成功。

關鍵字

資訊部門服務品質 ； 資訊品質 ； 系統品質 ； DeLone and McLean 資訊系統成功模型 ； 電腦自我效能 ； 企業資源規劃 ； 使用者滿意度 ； 個人影響 ； 組織影響

並列摘要

With the advance in information technology, it is common that enterprises use the information systems to support the business processes and help people to make the decisions. The characters of ERP system are the automation and integration of business processes, sharing common and routine information in the enterprise, and producing the available information immediately. The use of ERP in Taiwan is increasingly widespread, but the cases of failure are also a lot. Therefore, the success of the ERP system is an important topic to concern.
This study combined the DeLone and McLean information system success model (2003) which has been widely applied and verified, and self-efficacy theory which has been used in the observation of human behavior and cognition. The study attempts to research if the user’s self-efficacy has the effect on the ERP success and uses the structure equation model to analyze the effect. The research results show that user’s computer self-efficacy has the positive effect on the perceived quality of system, information, and service. The perceived quality will have the positive effect on the user satisfaction, individual, and organization. Therefore, the study suggests that enterprises need to take account of and effectively upgrade users’ computer self-efficacy to make the ERP implementation more successful.

並列關鍵字

information quality ； service quality ； system quality ； organization impact ； individual impact ； DeLone and McLean information system success mod ； Computer self-efficacy ； Enterprise Resources Planning (ERP) ； user satisfaction

參考文獻

1. Armstrong, J. S., & Overton, T. S. (1977). Estimating Nonresponse Bias in Mail Surveys. Journal of Marketing Research, 14(3), 396-402.

2. Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24(3), 253-268.

3. Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.

4. Bailey, J. E., & Pearson, S. W. (1983). Development of a Tool for Measuring and Analyzing Computer User Satisfaction. Management Science, 29(5), 530-545.

5. Baldwin, A., & Sohal, A. (2003). Service quality factors and outcomes in dental care. Managing Service Quality, 13(3), 207-216.