ERP使用者滿意度影響因素之研究

企業在面臨市場競爭全球化、資訊快速傳播、及消費者需求多變的挑戰下，妥善運用資訊科技以提升組織競爭力及改善經營能力已成為重要的經營策略。本研究以DeLone 和McLean(2003)的資訊系統成功模型(IS Success Model)為基礎，結合了Bandura(1986)社會認知理論建構出具備創新與人性化概念的模型架構。主要目的係從資訊系統的三個品質構面，深入探討系統特性如何透過認知行為因素之電腦自我效能及結果期待變數，進而影響使用者滿意度。　　本研究以國內企業已導入ERP之企業為對象，經由問卷發放方式進行資料收集，以進行模式之驗證。共寄發480份調查問卷，有效問卷實得344份，整體有效回收率為72%。研究結果發現： 1.在系統特性的三個品質構面中，僅有服務品質變數對電腦自我效能有顯著影響，而資訊品質與服務品質則呈現不顯著之結果。 2.系統特性構面對結果期待有顯著影響的變數則三個品質構面（系統品質、服務品質及資訊品質變數）均呈現顯著之結果。 3.電腦自我效能對使用者資訊系統使用的滿意度並無顯著的影響，但是若透過「結果期待」因素則會產生間接的顯著影響關係。本研究以結合資訊科技與認知心理之不同理論來建構研究模型並進行實證研究及資料驗證，期望能完整探討資訊系統滿意度之衡量。雖然整體模式適合度尚有調整的空間，但模式已具備創新與人性化的概念，彌補了科技忽略人性而管理著重程序之精神，研究結果可供後續學者繼續深入探討及參考。

關鍵字

資訊系統成功模型；社會認知理論；企業電子化；結構方程模型

並列摘要

Age of digital economics has arrived where the development of Information　Communication and Technology is advancing rapidly. User’s satisfaction should be considered a significant factor of IT success. It is also important to organization and requires attention. This research presents a theoretically sound model on how IS characters affect the end-user’s perception of computer self-efficacy and outcome　expectation. Based on the IS Success Model and Social Cognitive Theory we examine the relationship among the factors in regard to Enterprises in Taiwan. Resulted from a mail survey, 344 usable responses were received and the response rate was 72%. A Structural Equation Modeling is proposed to assess the relationships among related constructs. In the modeling the results of data analysis show that (1) there is no direct links in each of information quality and system quality to computer self-efficacy but the effect of service quality is found (2) the relationship in each of information quality、system quality and service quality to outcome expectation is significant (3) outcome expectation mediated the impacts of computer self-efficacy to end-user’s satisfaction. Finally, the implications of the results are provided and directions for future research are also discussed.

並列關鍵字

IS Successful Model ； Social Cognitive Theory ； Enterprises and e-Business ； Structural Equation Modeling

參考文獻

蔡宗宏，2005，知識管理系統成功模型之研究，國立東華大學企業管理研究所博士論文。

姚登元，2006，電腦自我效能對ERP 系統使用績效影響之研究，國立中央大學企業管理學系碩士論文。

Al-Qirim, N. and Corbitt, B. 2002. “An Empirical Investigation of an eCommerce Adoption Model in Small to Medium-Sized Enterprises in New Zealand.” PACIS 2002 The 6th Pacific Asia Conference on Information Systems,343-362, The Japan Society for Management Information (JASMIN), Tokyo, Japan.

Anonymous 1999. “What Purchasing Needs to Know before Selecting An ERP System,” Oct 21, pp. 76.

Attewell, P. 1992. “Technology diffusion and organizational learning : the case of business computing.” Organization Science, 3(1): 1-19.

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ERP使用者滿意度影響因素之研究

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