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研究生： 張巧欣
Chiao-Shin Chang
論文名稱： ERP導入情境中使用者主導之實徵研究
User Ownership :An Empirical Test in the Context of ERP Implementation
指導教授： 何靖遠
Chin-Yuan Ho
口試委員:
學位類別： 碩士
Master
系所名稱： 管理學院 - 資訊管理學系
Department of Information Management
畢業學年度： 92
語文別： 英文
論文頁數： 76
中文關鍵詞： 使用者主導 、使用者參與 、使用者涉入 、企業資源規劃
外文關鍵詞： User ownership, User participation, User involve
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    • 使用者參與在資訊系統開發的過程當中，一直被認為是一項重要的議題。為了證實資訊系統研究結果和系統成功間的關係，Barki and Hartwick將使用者涉入從使用者參與中區分出來，用以表示涉入的使用者之主觀心理狀態。在實務界當中，「使用者主導」被認為對於企業資源規劃系統導入專案的成功是非常重要的。本研究從理論觀點出發，探討使用者主導和上述提及的使用者相關概念之間的關係，以及使用者主導對使用者滿意度的影響。
    使用者主導的觀念類似於Line leadership，提倡由各部門經理擔任企業資源規劃系統導入專案的專案經理或領導者。此外，不論是來自於各部門的使用者代表，即對專案團隊有較深承諾的關鍵使用者，或是非專案團隊成員，但需要被訓練以完成各部門工作的終端使用者，都必須能夠表現出主動積極的責任感，並關心系統的成功與否。因此，我們以個人為分析層級，提出一個使用者主導的研究模式，包含使用者參與、使用者涉入與管理者的支持等前身因素，並解釋這些因素與使用者滿意度之間的關係。
    我們蒐集並分析了131份有效的問卷，包含來自二十個組織企業資源規劃系統的使用者。結果發現在企業資源規劃系統導入過程當中，使用者與資訊人員間良好的關係有助於增進使用者主導的表現。然而，使用者涉入與管理者的支持對於使用者主導程度的影響更甚。此外，關鍵使用者的角色具有調節效果，能與資訊人員間的關係產生交互作用，進而表現出較高的主導程度。使用者滿意度的部分如同預期，越高的使用者涉入與管理者支持，則能產生越高的滿意程度。而使用者主導與使用者滿意度也呈現顯著的正相關。

    User participation has long been recognized as important practices in information systems (IS) development. To substantiate the IS research results on system successes, Barki and Hartwick distinguish the user involvement from the user participation to represent the subjective psychological state of the involved users. Cited by many practitioners that “user ownership” is critical to the success of enterprise resources planning (ERP) implementation projects, in this study we consider “user ownership” and its relationship with the aforementioned user related constructs and its impact on user satisfaction from a theoretical perspective.
    User ownership is consistent with the line leadership in that functional mangers can assume project managers or leaders in many ERP implementation projects. Moreover, both key users, representative users from various functional departments deeply committed in the project team, and end users, not team members but required to be trained in order to fulfill their job functions in each individual department, can exhibit an active responsibility and self-interested in system’s success. We, thus, propose a research model for user ownership with user participation, user involvement, and management support the antecedents, and aim to establish a robust explanation for user satisfaction from the individual level of analysis.
    We analyzed 131 valid responses of ERP users from 20 organizations and found that user-IS relationship during the ERP implementation can facilitate the demonstration of ownership in the presence of greater impact on user ownership from the user involvement and management support. Additionally, the role of key users can interact with user-IS relationship and demonstrate higher level of ownership than the other end users. As predicted the more user involvement and management support, the higher user satisfaction, we found the user ownership is significantly correlated with the user satisfaction also.

    2. Literature Review 4 2.1 The role of users in the context of ERP implementation 4 2.1.1 Research about ERP 4 2.1.2 The importance of users 4 2.1.3 The category of users 5 2.1.4 ERP implementation process and the present of users 6 2.2 User ownership 7 2.2.1 The meaning of user ownership 8 2.2.2 Formal ownership and Psychological ownership 9 2.2.3 IT professionals’ business ownership and managers’ IT ownership 10 2.3 The antecedents of user ownership 11 2.3.1 User Participation 11 2.3.2 User involvement 16 2.3.3 Management support 17 2.4 The consequence of user ownership 20 2.5 User satisfaction 21 3. Research Model and Hypothesis 25 3.1 User participation and User involvement 26 3.2 User participation and User ownership 26 3.3 Management support and User involvement 27 3.4 Management support and User ownership 28 3.5 User involvement and User ownership 29 3.6 User participation & UIS 29 3.7 User involvement & UIS 30 3.8 Management support & UIS 31 3.9 The moderating effect of user’s role 32 3.10 Mandatory and voluntary users 32 3.11 User ownership and UIS 33 4. Research Methodology 34 4.1 Research Design 34 4.2 Procedure of Questionnaire Design 34 4.3 Construct Definition and Research Variables 35 4.4 Data analysis strategies 40 4.4.1 Descriptive Statistics 40 4.4.2 Instrument quality analysis 41 4.4.3 Hypothesis testing 41 5. Data Collection and Analysis 42 5.1 Descriptive Statistics 42 5.2 Instrument quality analysis 46 5.2.1 Content Validity 46 5.2.2 Convergent Validity 46 5.2.3 Discriminant Validity 49 5.2.4 Reliability analysis 50 5.3 Hypothesis testing 50 5.3.1 Direct effect 51 5.3.2 Mediating effect 54 5.3.3 Moderating effect 55 5.3.4 Difference between voluntary and mandatory users 56 5.4 Summary 57 6. Conclusion 59 6.1 Discussion of findings 59 6.2 Limitations and Future research 62 6.3 Direction for future study 62 Reference 64 APPENDIX. A. QUESTIONNAIRE 69 APPENDIX. B. Questionnaire 73

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