導入企業資源規劃(ERP)軟體系統的成本是非常昂貴。企業在導入前必需要有一套機制來決定是否需要ERP系統，一旦導入後，也必須要有機制評估系統是否成功；使用者滿意度是其中一種評估機制。本研究調查使用者於ERP系統委外情況下的滿意度。首先分析ERP系統與軟體委外之特性，配合採用重要事件訪談的方法選擇以往有效之量表並且加以修改。最後，產生修正過後的版本並且驗證量表之信、效度。本研究的結果以及可能使用本問卷的情況也一併討論。

Enterprise resource planning systems (ERP) are expensive. The decision to install an ERP system necessitates a choice of mechanisms to determine whether an ERP system is needed, and once implemented, whether it is success. User satisfaction is one such evaluation mechanism. This research investigates the measurement of ERP user satisfaction in the specific context of the outsourcing environment. Starting with an analysis of the characteristics of ERP systems and the outsourcing environment and using the critical incident interview technique, a previously validated instrument was selected and adapted. A modified version was then developed and tested to prove its reliability and validity. The results of this effort and suggested uses of the questionnaire are reported here.

致謝辭 I
論文摘要 III
THESIS ABSTRACT IV
表目錄 VI
圖目錄 VII
第一章 緒論 1
第一節 研究背景與問題 1
第二節 研究動機 6
第三節 研究目的與範圍 8
第四節 研究步驟與流程 9
第二章 文獻探討 11
第一節 ERP定義 11
第二節 為何導入ERP 21
第三節 使用者滿意度 28
第三章 研究方法與設計 37
第一節 問卷設計 37
第二節 樣本、資料收集與資料分析方法 42
第四章 實驗分析與結果 45
第一節 樣本基本資料分析 45
第二節 量表的信度與效度 52
第五章 結論與建議 62
第一節 研究發現與討論 62
第二節 研究應用 65
第三節 未來研究方向 66
參考文獻 67
附錄 74

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