中国企业ERP系统用户满意度影响因素研究被引量：6

The Influence Factors on the User Satisfaction of ERP System from China's Enterprises

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摘要通过大量的文献回顾,在TOE理论的基础上构建了一个ERP系统用户满意度影响因素模型。该模型将ERP系统用户满意度影响因素分为四类:技术因素(系统质量、信息质量和服务质量),组织因素(高层管理者支持、项目管理、用户参与度),环境因素(外部专业支持)和用户特征。研究结果发现:用户参与度、外部专业支持、系统质量是影响中国企业ERP系统用户满意度的最重要因素,服务质量和高层管理者支持次之;ERP用户的角色差异导致其满意度的不同;ERP系统用户满意度模型对国有企业有更好的解释能力;采用不同类型ERP系统的企业,在ERP系统用户满意度指标上没有显著的差别。 Based on widely literature review and TOE er satisfaction of ERP system. The model splits factors namely： technological factors（system quality, information support, project management, user participation tic. The main conclusions of the paper are as theory, this study develops an integrative model to explain usinfluencing user satisfaction of ERP system into four groups, quality, service quality）,organizational factors（top management ）,environmental follows：（1）The factor（external professional support）,and user characterisuser participation, external professional support and system quality are the most important factors affecting user satisfaction of ERP system in China, but service quality and top management support take second place. （2）The role difference among ERP users leads to the variance of satisfaction. （3）The user satisfaction of ERP system model is found to be more appropriate for state-owned enterprises （4） There are no significant differences on user satisfaction of ERP system between enterprises that have different type of ERP venders

作者徐文娟欧佩玉王永亮

机构地区西安交通大学管理学院西安交通大学继续教育学院

出处《科学学与科学技术管理》 CSSCI 北大核心 2012年第6期130-137,180,共9页 Science of Science and Management of S.& T.

基金国家自然科学基金青年项目(70902068)

关键词 ERP 用户满意度 TOE理论 ERP user satisfaction TOE theory

分类号 F272.05 [经济管理—企业管理]

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参考文献28

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