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系統識別號 U0026-3001201200103200
論文名稱(中文) 公司對外與對內資訊系統關键要素之分析研究
論文名稱(英文) Confirmation and Exploration of the Key Factors in External-Oriented and Internal-Oriented Corporate Information Systems
校院名稱 成功大學
系所名稱(中) 國際經營管理研究所碩士在職專班
系所名稱(英) Institute of International Management (IIMBA--Master)(on the job class)
學年度 100
學期 1
出版年 101
研究生(中文) 陳雅文
研究生(英文) Ya-Wen Chen
學號 RA7981050
學位類別 碩士
語文別 英文
論文頁數 78頁
口試委員 口試委員-林清河
指導教授-陳正忠
口試委員-王維聰
中文關鍵字 公司對內及對外資訊系統  B2B網站  資訊系統評估 
英文關鍵字 External-Oriented and Internal-Oriented Corporate Information System  Business-to-Business Website  Information System Evaluation 
學科別分類
中文摘要 公司企業利用資訊系統改善效率及提供較佳的商業流程。B2B網站為資訊系統應用之一,企業一方面透過與顧客有效的訊息交流及溝通獲得顧客滿意度;另一方面,企業內部透過資訊系統的使用影響員工的工作效率。為評估資訊系統有利於企業需要,因此,研究的目的是為了更了解關於公司外部與內部資訊系统的關鍵因素。
研究的理論基礎是根據DeLone and McLean IS Success Model。針對公司外部及內部資訊系統,我們分別透過有用及使用者滿意度來測試資訊系統成功模型的因素與顧客忠誠度,和資訊系統成功模型的因素與員工效率的關係。研究結果顯示大部分來自資訊系統成功模型的假設是成立的,研究發現同時說明一個成功的公司資訊系统需考慮合作質量此一因素。此資訊系統關鍵因素研究的結果將提供公司企業檢視、改善與增進資訊系統性能。
英文摘要 Information system is utilized by corporations for the goal to improve efficiency and better support business process. B2B website is one of IT applications for companies to achieve customer loyalty through effective information exchange and communication with customers. On the other hand, the use of information systems affects the efficiency of employees. It is necessary in assessing benefits and role of information system to support business needs. Thus, the purpose of this study is to obtain a better understanding of key factors in external-oriented and internal-oriented corporate information systems success.
The theoretical foundation is based on the DeLone and McLean IS Success Model. We test relationship between IS success factors and customer loyalty for external model, and between IS success factors to efficiency of employees for internal model through usefulness and user satisfaction respectively. Our findings support most of hypotheses derived from IS Success Model and indicate to consider the quality of collaboration for a successful corporate information system. Our results provide insights of key factors for corporations to improve their information systems based on users’ demand.
論文目次 ABSTRACT I
摘要 II
ACKNOWLEDGEMENTS III
TABLE OF CONTENT IV
LIST OF TABLES VIII
LIST OF FIGURES IX
CHAPTER ONE INTRODUCTION 1
1.1 Research Background. 1
1.2 Research Objective. 2
CHAPTER TWO LITERATURE REVIEW 4
2.1 Corporate Information Systems. 4
2.2 IS Success Measurement. 4
2.3 Relationship between Customer Loyalty, Satisfaction and Usefulness. 7
2.4 Definition of Relevant Research Variables. 8
2.4.1 System Quality. 8
2.4.2 Information Quality. 9
2.4.3 Service Quality. 11
2.4.4 Process Quality. 12
2.4.5 Collaboration Quality. 14
2.4.6 Usefulness. 15
2.4.7 User Satisfaction. 15
2.4.8 Customer Loyalty. 16
2.4.9 Efficiency of Employee. 18
2.5 Interrelationship among Research Constructs. 18
2.5.1 The Relationship between System Quality and Usefulness. 19
2.5.2 The Relationship between System Quality and User Satisfaction. 19
2.5.3 The Relationship between Information Quality and Usefulness. 19
2.5.4 The Relationship between Information Quality and User Satisfaction. 20
2.5.5 The Relationship between Service Quality and Usefulness. 20
2.5.6 The Relationship between Service Quality and User Satisfaction. 20
2.5.7 The Relationship between Process Quality and User Satisfaction. 21
2.5.8 The Relationship between Collaboration Quality and User Satisfaction. 21
2.5.9 The Relationship between Usefulness and User Satisfaction. 21
2.5.10 The Relationship between Usefulness and Customer Loyalty. 22
2.5.11 The Relationship between Satisfaction and Customer Loyalty. 22
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 24
3.1 External Model Research Methodology. 24
3.1.1 Proposed External Model. 24
3.1.2 Proposed External Model Construct Measurement. 25
3.1.3 Sample Plan. 27
3.1.4 Proposed External Model Methodology. 27
3.2 Internal Model Research Methodology. 28
3.2.1 Proposed Internal Model. 28
3.2.2 Proposed Internal Model Research Design. 28
3.2.3 Proposed Internal Model Methodology. 31
CHAPTER FOUR RESEARCH RESULTS 32
4.1 Descriptive Analysis. 32
4.1.1 Sample and Data Collection. 32
4.1.2 Characters of Respondents for External Model. 32
4.1.3 Characters of Respondents for Internal Model. 34
4.1.4 Measurement Results for Relevant Research Variables for External Model. 36
4.1.5 Measurement Results for Relevant Research Variables for Internal Model. 39
4. 2 Reliability Test of the Measurement Variables. 41
4.2.1 CFA with the SEM Approach to Main Constructs and Relationships. 41
4.2.2 CFA and Reliability Test of External Model. 41
4.2.3 Convergent and Discriminant Validity with PLS Approach to Main Constructs and Relationships. 44
4.2.4 Convergent and Discrimimant Validity Test of Internal Model. 44
4.3 Structural Equation Model (SEM). 47
4.3.1 The Model Analysis of External Model Data. 48
4.4 Assessment of Structural Model using Partial Least Squares (PLS). 51
4.4.1 The Model Analysis in Internal Model Data. 52
4.5 Result of Hypotheses Tests. 53
4.5.1 Hypotheses Result Summary of External Model Data. 53
4.5.2 Hypotheses Result Summary of Internal Model Data. 54
CHAPTER FIVE CONCLUSIONS AND SUGGESTIONS 56
5.1 Research Discussions and Conclusions. 56
5.2 Research Limitations. 59
5.3 Research Suggestion for Future Research. 60
5.4 Research Contributions. 61
REFERENCE 62
APPENDICES 68
Appendix 1: English questionnaire 68
Appendix 2: Chinese questionnaire for external model 72
Appendix 3: English questionnaire for internal model 75
Appendix 4: Chinese questionnaire for internal model 77
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