A Study on the user satisfaction in Supply Chain Management System -Base on the case of FCS

[[abstract]]隨著知識經濟時代的來臨，速度與創新是成功的關鍵，營運效率成為優勝劣敗的決定因素。企業運用各種供應鏈資訊科技進行供應鏈管理，已成為企業創造競爭優勢的利器。過去，上下游彼此互相爭奪利益的時代已經過去，取而代之是「合作」。政府自民國八十九年開始推動「企業間電子化計劃」案子，尤其是針對製造業體系間電子化而言，截至民國九十二年底各個重點產業中已建立39個電子化產鏈體系，帶動七千餘家中小型業者建置電子化協同運作機制。 富強鑫公司為臺灣區規模最大的塑膠射出成型機專業製造廠商，主要從事各類油壓機器及射出機之研發﹑生產及銷售，具備了完整的供應鏈體系及需求鏈體系。富強鑫公司有鑑於此，參與了「企業間電子化計劃」，建置了「供應鏈管理系統」， 讓「供應鏈體系」下的所有供應商使用。資訊系統建置的目的是要能解決使用者的問題，因此，評估資訊系統的優劣與否，最直接的方法就是評估使用者對資訊系統的滿意度，以做為後續系統的改善。 本研究模式推導出6個假說，研究模式之構念包含：服務品質、資訊品質、系統品質、認知績效、確認、滿意度。中心廠資訊部門的「服務品質」、供應鏈管理系統「資訊品質」與「系統品質」三者會正向影響「認知績效」；衛星廠對供應鏈管理系統使用情況與先前預期「確認」正向影響供應鏈管理系統的「認知績效」；衛星廠對供應鏈管理系統使用情況與先前預期「確認」與「認知績效」正向影響「滿意度」。 本研究採用的研究方法為問卷調查法，針對依據理論所發展之概念性模式及研究假說進行驗證，以富強鑫公司的供應商為研究對象，先進行問卷前測，蒐集回來的問卷經由信度、效度分析結果作為修正量表基礎，再與資訊管理及相關領域專家討論之後，產生正式問卷；以結構模式分析法之EQS 軟體對回收之問卷，進行資料分析與模型驗證。 本研究結果顯示，中心廠資訊部門的「服務品質」與供應鏈管理系統「資訊品質」對供應鏈管理系統的「認知績效」並不顯著；供應鏈管理系統「系統品質」對衛星廠對供應鏈管理系統的「認知績效」較不顯著。衛星廠對供應鏈管理系統使用情況與先前預期「確認」正向影響供應鏈管理系統的「認知績效」；衛星廠對供應鏈管理系統使用情況與先前預期「確認」正向影響「滿意度」；衛星廠對供應鏈管理系統的「認知績效」對於「滿意度」的影響較不顯著。[[abstract]]Along come the time of knowledge and economy, speed and innovation are the keys to success. Effective organization operation is a crucial element keeps an enterprise viable. Enterprises nowadays use all kinds of Supply Chain Information Technologies to precede their Supply Chain Management (SCM) in order to be competitive. The era of reciprocity has replaced cutthroat competition. Since year 2000, the Government of Republic of China starts to promote ‘Enterprise Extranet Plan’. It has brought an impact, in particular, on manufacturing industry. Until year 2003, 39 e-Chain-Manufacture-Systems have been established over each key industry, which incorporate more than 7000 small and middle-sized enterprises to build up the electron coordination operation mechanism. One of the leading injection molding machine manufacturer in Taiwan, Fu Chun Shin (FCS) which’s preliminaries are developing, producing and selling injection molding machines incorporate both Supply Chain System and Demand Chain System. FCS recognize its needs, hence participated in ‘Enterprise Extranet Plan’ and established its Supply Chain Management System (SCMS) for its suppliers use. This dissertation proposes six hypotheses, which includes the ideas of Service Quality, Information Quality , System Quality, Perceived Performance, Confirmation, and Satisfaction. There are three factors bring positive effects on Perceived Performance. They are the Service Quality, Information Quality of the Supply Chain Management System, and the System Quality within the center factory. The satellite factories’s use of Supply Chain Management System and expected Confirmation bring positive effect to Perceived Performance of Chain Supply Management System. Further more, the satellite factories’s use of Supply Chain Management System, the expected Confirmation and Perceived performance bring positive effect to Satisfaction. In order to test the proposed hypotheses, a case study has been carried out. The hypotheses are tested against FSC’s suppliers as the subjects of this study.A questionnaire is designed based on literature review and piloted to test its reliability and validity. Based on the result of the pilot study and consultation from area experts, a formal questionnaire has been formed.The quantitative data collected from this questionnaire has been analysized with constructive model in EQS program to test the proposed hypotheses. The results has shown that the Service Quality of IT Department in the center factory and the Supply Chain Management System’s Information Quality have no significant influence on the Supply Chain Management System’s Perceived Performance.The satellite factories’ use of Supply Chain Management System and expected Confirmation has positive effects on the Supply Chain Management System’s Perceived Performance.The satellite factories’ use of Supply Chain Management System and expected Confirmation has positive effects on Satisfaction. The satellite factories’ Perceived Performance toward the Supply Chain Management System has very little influence on Satisfaction