Title page for etd-0113109-155039


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URN etd-0113109-155039
Author Cheng-chang Liao
Author's Email Address No Public.
Statistics This thesis had been viewed 5366 times. Download 1353 times.
Department Business Management
Year 2008
Semester 1
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title A Study on Customer Satisfaction of Enterprise Resource Planning
Date of Defense 2008-12-10
Page Count 117
Keyword
  • IMP interaction model
  • collaboration
  • service quality
  • consultant service
  • Enterprise Resource Planning
  • Abstract The aims to set up Enterprise Resource Planning (ERP) is to increase enterprises' running efficiency and obtain the capability to respond to the whole supply chain so as to possess business competence and increase profits. There is no doubt that ERP plays an important role in enterprises. Besides, the assistance of consultant service would be beneficial for the successful introduction of ERP into enterprises. Moreover, the consultant teams assigned by consultant companies not only have to obtain professional competence of product techniques but have to offer service quality which is the vital element affecting customers' satisfaction and the success of cases.
      The present study is based on the theory of IMP interaction model and it attempts to conduct empirical research on the perceptive service qualtity of the consultants who introuduce ERP into enterprise cases. The main purpose of this research aims to find out the effects of consultant service quality on customers' satiscation and their behavioral intention to utilize this system. Additionly, the findings could also be suggestive resources to enterprisers, consultants, and future researchers.
      The results of this study show that the service quality of the consultants making intoduction of ERP into enterprises has obvious influences on customers' satisfaction and their behavioral intention to adopt ERP. In general, the key issues influencing customers' satiscation and their choices are classified into following three dimensions: (1) the outcomes brought about by the collaboration between consultants and project committees; (2) the professional and service competence presented by consultants; (3) the equality between consultant service and the implementation fee. In addition, this present study also presents different satisfaction degrees examined by reserach variables and population statistic variables. It is hoped that these difference analyses would be beneficial for managers to imrprove ERP consultant service quality.
    Advisory Committee
  • Iuan-Yuan Lu - chair
  • Hsien-Tang Tsai - co-chair
  • Tsuang Kuo - advisor
  • Files
  • etd-0113109-155039.pdf
  • indicate in-campus access immediately and off_campus access in a year
    Date of Submission 2009-01-13

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