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A Study of Professional Service Quality & Customer Satisfaction on MIS of Electronic Manufacturing Industry

Nowadays ERP system is crucial for management to improve internal process or SOP. The critical roles of ERP system are system user and MIS. This research is to discuss the main factors of MIS professional service quality based on IMP structures affecting user¡¦s satisfaction and behavior intention based on electronic manufacturing industry.
A total 100 questionaries were filled out by system users and 76 were returned effectively. The data analysis goes to the conclusion as below.
1. The three dimensions ¡§social exchange¡¨¡B ¡§cooperation¡¨ and ¡§system quality¡¨ have significant effects on user satisfaction.
2. The two dimensions ¡§social exchange¡¨ and ¡§system quality¡¨ have significant effects on behavioral intention.
The above conclusions are significant to the management as the following aspects.
1. Female user is willing to accept routine and paper work than male user. The satisfaction and behavior intention is also higher than male user.
2. The open and trust attitude between user, MIS and management is crucial to improve ERP system and internal process.
3. System quality and stability is key point for system user.

Identiferoai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0215111-140025
Date15 February 2011
CreatorsHsu, Chia-Chi
ContributorsIuan-Yuan Lu, Tsuang Kuo, Hsien-Tang Tsai
PublisherNSYSU
Source SetsNSYSU Electronic Thesis and Dissertation Archive
LanguageCholon
Detected LanguageEnglish
Typetext
Formatapplication/pdf
Sourcehttp://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0215111-140025
Rightsnot_available, Copyright information available at source archive

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