在全球化的趨勢下，採購區域不再只局限於一地，而是遍及全球，如此複雜的採購流程，如能將其轉變成具有附加價值的企業價值鏈一環，才能有效地提昇企業競爭優勢。過去企業內部無效率的採購、多餘的流程、員工私下的採購等等，都是採購實務不良的徵候。要有效的解決以上的問題，一個不能忽視的方向便是電子化採購。然而，唯有良好的電子化採購系統服務品質才是供應鏈上下游使用者所關心的部份。因此本研究嘗試探討使用者對於電子化採購系統服務品質的衡量標準為何？
本研究綜合了過去學者所提出的資訊品質、系統品質、以及服務品質，全面性地考量一個電子化採購系統在服務面上所扮演的角色。此外，本研究也以國內已導入電子化採購系統之廠商作為實證研究的對象，以確認出電子化採購系統使用者所關心，以及影響他們評估電子化採購系統服務品質的重要構面，並進一步能發展出用來衡量電子化採購系統服務品質的量表。
本研究期望能藉由上述的研究結果，提供給已導入或想導入電子化採購系統的廠商，使他們能夠藉由本研究所發展出之構面及量表來提升本身的電子化採購系統品質以真正獲利。此外，就管理面來說，本研究也期望能讓電子化採購系統的管理者更了解使用者在衡量電子化採購系統服務品質的標準，以幫助他們有效地制定管理策略以達到預期的目標。

Under the globalization tendency, the region of purchases no longer only limit to a place, but spreads the whole world, if the complex purchase flow can transform into the part of value chain, will effectively promote the enterprise competitive advantage. In the past enterprise interior invalid rate purchase, unnecessary flow and so on, was a bad sign of purchases processes. Supposing wants to solve the above problem effectively, we can’t neglect the direction of e-procurement. However, only good e-procurement service quality is even more important to the users now. Therefore, this research is trying to explore the user’s evaluation standard of e-procurement service quality.
This research incorporating the former perspectives in information quality, system quality, and service quality, and comprehensively considering the role of an e-procurement system on service constructs, In addition, this research takes domestic company which was inducted the e-procurement system as a model to find out the important e-procurement service quality constructs that users pay attention to and influence their judgment to develop a questionnaire to evaluate the e-procurement system service quality.
Finally, through the results of the questionnaire, we hope to provide some suggestions to the enterprises in the field or the ones that want to participate in to upgrade their e-procurement system service quality and gain profits. Besides, from the perspective of management, this research also hopes that through the questionnaire, the manager of the company which was inducted the e-procurement system can understand more about the standard the users use to evaluate e-procurement system service quality to help them efficiently make management strategies to reach their final goals.

摘要...............................................................I
ABSTRACT..........................................................II
致謝詞...........................................................III
目錄..............................................................IV
表目錄............................................................VI
圖目錄..........................................................VIII
第一章 緒論.......................................................1
第一節 研究背景與動機............................................1
第二節 研究目的..................................................3
第二章 文獻探討...................................................4
第一節 電子化採購................................................4
2.1.1電子化採購定義與模式......................................4
2.1.2電子化採購發展背景........................................7
2.1.3電子化採購要素特質........................................9
2.1.4電子化採購之效益與瓶頸...................................11
2.1.5國內電子化採購現況.......................................13
2.1.5.1個案一【神達電腦－BEST計劃】...............................................................14
2.1.5.2個案二【華碩電腦－AES供應鏈電子化計畫】..................................16
2.1.5.3個案三【宏?砦q腦－全球電子採購商務系統】...............................17
2.1.5.4個案四【仁寶電腦－SCM供應商解決方案】.......................................18
第二節 服務品質..................................................19
2.2.1 服務的定義...............................................19
2.2.2服務品質的定義...........................................21
2.2.3 服務品質的衡量構面.......................................24
2.2.3.1 衡量構面..................................................................................................................24
2.2.3.2 PZB-SERVUQAL演進過程...................................................................................25
2.2.3.3 三欄並列式量表（Three Column format）......................................27
2.2.4 服務品質的衡量模型.......................................29
第三節 資訊系統的服務品質........................................32
2.3.1 資訊系統服務品質構面.....................................33
2.3.2 資訊系統服務品質模式演進.................................34
2.3.3 適用資訊系統服務品質模型.................................36
第四節 績效評估.................................................39
2.4.1績效評估的意義...........................................39
2.4.2採購績效衡量之評估模式...................................43
2.4.3供應鏈績效評估...........................................44
第三章 研究方法..................................................48
第一節 研究架構.................................................48
第二節 變項之定義與衡量.........................................49
第三節 研究假設.................................................53
第四節 問卷設計.................................................54
第五節 問卷對象.................................................56
第六節 問卷進行方式.............................................56
第七節 資料分析方式.............................................57
第四章 研究結果..................................................58
第一節 原始問卷信度與效度分析...................................58
第二節 公司基本資料統計變數分析.................................59
第三節 問卷精簡過程.............................................63
第四節 信度與效度分析...........................................67
第五節 假設檢定.................................................69
第六節 最終量表探討.............................................71
4.6.1構面方面.................................................71
4.6.2量表資料所表現出的現況探討...............................71
4.6.3期望、最低要求與實際認知的服務之間差異分數探討...............................74
第五章 結論......................................................77
第一節 研究結論.................................................77
第二節 研究限制.................................................80
第三節 後續研究建議.............................................81
附錄一 參考文獻..................................................82
附錄二 本研究問卷................................................87

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