A Study on Users’ Satisfaction toward Hotel ERP Counseling Consultants

• Main Authors: CHEN, RUNG-HUA, 陳榮華
• Other Authors: CHIANG,WAN-ERH
• Format: Others
• Language: zh-TW
• Published: 2018
• Online Access: http://ndltd.ncl.edu.tw/handle/57t8t5

碩士 === 輔仁大學 === 餐旅管理學系碩士在職專班 === 106 === An Enterprise Resource Planning (ERP) system integrates information transformation processes within the enterprise and enriches the company with competition capabilities in response to rapidly changing customer demands. At the ERP system deploying statage, for users to have fast and superior understanding of the ERP functionalities, proper consulting services provided by the ERP experts are very important. Better consulting services usually are expected to come with better users’ satisfactions in response and can expedite the ERP launching process. Therefore, the quality of ERP consulting services is a key factor for deploying the ERP system. This study has demonstated that not only the quality of the ERP system itself but also the service quality provided by the ERP consultants have positive impacts on users’ satisfactions. At the same time, this study also applies the IPA model to make recommendations for the service providing company to understand the relationship between service satisfaction and importance perception among system users so that the company to improve the service quality. In addition, based on the verified results, this study presents conclusions and proposed recommendations which can work as references for the case-study company to compose the service quality enhancement strategy. Keywords: countanting, satisfaction, quality of service, IPA