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研究生： 莊芷瑄
Chih-Hsuan Chuang
論文名稱： 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
指導教授： 許秉瑜
Ping-Yu Hsu
口試委員:
學位類別： 碩士
Master
系所名稱： 管理學院 - 企業管理學系
Department of Business Administration
畢業學年度： 95
語文別： 中文
論文頁數： 79
中文關鍵詞： 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
外文關鍵詞： 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
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    • 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。

    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.

    論文摘要 I Abstract II 致謝 III 目錄 IV 圖目錄 VI 表目錄 VII 第一章 緒論 1 1.1 研究背景 1 1.2 研究動機與目的1 1.3 研究流程 2 第二章 文獻探討 4 2.1 電腦自我效能 4 2.1.1 理論基礎：社會認知理論（Social Cognitive Theory）4 2.1.2 自我效能的定義 5 2.1.3 電腦自我效能 6 2.2 系統品質 7 2.3 資訊品質 9 2.4 服務品質 10 2.5 使用者滿意度 13 2.6 個人影響 15 2.7 組織影響 16 第三章 研究方法 18 3.1 概念形成與研究架構 18 3.2 研究假說 19 3.2.1 使用者電腦自我效能與系統品質 20 3.2.2 使用者電腦自我效能與資訊品質 20 3.2.3 使用者電腦自我效能與服務品質 21 3.2.4 系統、資訊、服務品質與使用者滿意度；使用者滿意度與個人影響；個人影響與組織影響 22 3.3 研究變項的定義 25 3.4 研究設計 28 3.4.1 抽樣方法 28 3.4.2 問卷設計 28 3.4.3 問卷結構與問卷內容 29 3.5 資料分析方法 31 3.5.1 敘述性統計分析 31 3.5.2 相關分析 32 3.5.3 信度、效度分析 32 3.5.4 結構方程模式分析 33 第四章 研究結果與分析 37 4.1 敘述性統計分析 37 4.1.1 樣本基本資料 37 4.1.2 研究變項初步分析 41 4.1.3 樣本無回應偏差 43 4.1.4 皮爾森（Pearson）相關分析 44 4.2 測量模式（Measurement model）分析 46 4.2.1 模式基本適配度 46 4.2.2 信效度分析 48 4.2.3 模式契合度分析 51 4.3 LISREL結構模式分析 51 4.3.1 結構模式建立 52 4.3.2 模式契合度分析 55 4.3.3 整體模式之結構關係 55 4.3.4 影響效果與解釋力分析 57 第五章 結論與建議 61 5.1 研究結果說明 61 5.2 結論與建議 62 5.3 研究限制 64 5.4 未來研究建議 65 參考文獻 67 附錄：研究問卷 76

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