An Investigation of the Critical Factors Affecting User Satisfaction of ERP Systems

• Main Authors: Hsi-Yun Sang, 桑希韻
• Other Authors: Wen-Hsien Tsai
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/88655192902241945294

碩士 === 國立中央大學 === 企業管理學系碩士在職專班 === 97 === Most of enterprises need to face competitive and global impact, not just simplifies internal procedure to cost down but also focus on constructing (Enterprise Resources Planning，ERP) system to enforce information efficiency in order to assist the change of enterprises. However, ERP system need to spend a lot of money、manpower and time。The effect and efficiency of information system is always the important issue of enterprises. The Enterprise Resource Planning (ERP) system integrates enterprises’ internal operation information to provide real-time information, make enterprises’ ability to grip the latest information and response to the changes of internal and external environments. Many cases indicated that user satisfaction is one of the Critical Successful Factors (CSF) in ERP implementation. After implementing ERP system, still can realize if it is the expected result by the investigation of user satisfaction. The main objective of this research is to explore the critical factors affecting user satisfaction of ERP systems to get practical reference. The method to evaluate effectiveness and efficiency of information system is to use user satisfaction method more popular than cost-effect method. This research used the indictors of Bailey and Pearson developed, and referred to literature studied by other domestic and foreign scholars. 36 of 39factors are over 0.45, just only 15th indirect or are 0.422843 and 25th indirect or are 0.433581, but still can be accepted. The questionnaires of this research are sent to 229 listed companies from which 81 valid returned questionnaires are obtained and the valid returned ratio is 36%. Returned questionnaire use the Factor Analysis of Stastistica divide 39 variables into management and system section for each 5 factors. In management section: 1.work influence and attendee sense 2.ERP technique and service arranged 3.the relationship of project team and service payment 4.the attitude and communication of project team and resource allocated 5.management attendance and resource allocated. In system section: 1.system precise. Confidence and period 2.system timing. Completion and computer output 3.system realization, intergration and usage 4.data recovery and safety 5.system speed and accuracy. Above all, with user’s satisfaction scales in the questionnaire, this study explored the critical factors affecting user satisfaction of ERP systems.