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研究生： 鍾榮菁
Chung, Jung Ching
論文名稱： 資訊系統品質與服務品質對於ERP導入後階段之影響－由使用者觀點評估
How IS Quality and Service Quality Affect ERP Post-Implementation Success: the Users’ Perspective
指導教授： 許裴舫
Hsu, Pei-Fang
口試委員: 嚴秀茹
魏志平
學位類別： 碩士
Master
系所名稱： 科技管理學院 - 國際專業管理碩士班
International Master of Business Administration(IMBA)
論文出版年： 2011
畢業學年度： 99
語文別： 英文
論文頁數： 40
中文關鍵詞： ERP 、post implementation success 、IS quality 、service quality
外文關鍵詞： ERP, post implementation success, IS quality, service quality
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    • While previous studies have paid a lot of attention on ERP implementation, this study aims to investigate ERP post-implementation success. The need of the investigation emerges to be critical due to the ever-increasing challenges, from ERP system itself and from ERP service team, in this phase. We assess relative importance of IS quality (system quality and information quality) and service quality on post-implementation success from the perspective of users, which includes users’ continuance intention to use, satisfaction, and performance.
    Our research model was empirically examined by using a sample of 151 current ERP users in manufacturing sector. The results have revealed that: (1) Service quality is less influencing to ERP post-implementation success than IS quality; however, service quality is the one that has the strongest impact on user satisfaction. (2) More specifically, six of the nine quality constructs－contextual quality, system-related quality, task-related quality, assurance, empathy, and tangibility show influencing, while the other three－representational quality, reliability and responsiveness fail to show significant contribution to post-implementation success. (3) The influencing quality factors do not necessary lead to the same effect on the categories under the post-implementation success, implying they play different role in facilitating conditional success. (4) Of all the quality factors, contextual information quality appears to be the most critical one on ERP post-implementation success, indicating that ERP vendors and ERP service teams should pay more attention to minimize users’ concern in this dimension.

    ABSTRACT I ACKNOWLEDGE II TABLE OF CONTENT III LIST OF FIGURES V LIST OF TABLES V Chapter 1 INTRODUCTION 1 1.1 Research Background 1 1.2 Review of Research in IS Success 3 1.3 Research Purpose and Value 4 Chapter 2 THEORETICAL FOUNDATION 5 2.1 The DeLone and McLean IS Success Model 5 Chapter 3 FRAMEWORK AND HYPOTHESIS 7 3.1 Framework 7 3.2 Dependent Variables-Post-Implementation Success 8 3.2.1 Continuance Intention to Use 8 3.2.2 User Satisfaction 8 3.2.3 Individual Performance 9 3.3 Independent Variables-Quality 10 3.3.1 System Quality 10 3.3.2 Information Quality 11 3.3.3 Service quality 12 3.4 Other Hypothesis 14 Chapter 4 METHODOLODY 15 4.1 Data 15 4.2 Measures 16 4.2.1 System Quality 16 4.2.2 Information Quality 18 4.2.3 Service Quality 19 4.2.4 Continuance Intention to Use 20 4.2.5 User Satisfaction 20 4.2.6 Individual Performance 21 Chapter 5 DATA ANALYSIS AND RESULT 24 5.1 Measurement Model 24 5.1.1 Reliability 24 5.1.2 Validity 24 5.2 Structural Model 26 5.2.1 Result: Model 1: Second-order Model (H10) 27 5.2.2 Result: Model 2: First-order Model (H1-H9) 28 Chapter 6 Conclusion 31 6.1 Summary of Findings 31 6.2 Contribution 32 6.3 Limitations and Future Research 33 REFERENCE 34 Appendix A Questionnaire i

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