Putting the enterprise into the enterprise system
Harvard Business Review
The impact of enterprise resource planning systems on firm performance
ICIS '00 Proceedings of the twenty first international conference on Information systems
Mission Critical: Realizing the Promise of Enterprise Systems
Mission Critical: Realizing the Promise of Enterprise Systems
Surprising Facts About Implementing ERP
IT Professional
The critical success factors for ERP implementation: an organizational fit perspective
Information and Management
Critical factors for successful ERP implementation: exploratory findings from four case studies
Computers in Industry - Special issue: Current trends in ERP implementations and utilisation
Identifying critical issues in enterprise resource planning (ERP) implementation
Computers in Industry - Special issue: Current trends in ERP implementations and utilisation
The implementation and deployment of an ERP system: an industrial case study
Computers in Industry - Special issue: Current trends in ERP implementations and utilisation
International Journal of Enterprise Information Systems
Hi-index | 0.00 |
This paper examines the effectiveness of the implementation of enterprise resource planning (ERP) in improving service quality in the Taiwanese semiconductor industry by assessing the expectations and the perceptions of service quality from the perspectives of both upstream manufacturers and downstream customers. The study first establishes a modified service quality gap model incorporating: (i) the downstream customers' expectations and perceptions, and (ii) the upstream manufacturers' perceptions of the customers' expectations and perceptions. An empirical study by questionnaire survey is then undertaken to investigate the gaps proposed in the research model. The results show that service quality gaps do exist in the Taiwanese semiconductor industry between upstream manufacturers that are implementing ERP and their downstream customers. The study shows that the proposed model provides valuable guidance to manufacturers with respect to the prevention, detection, and elimination of the demonstrated service quality gaps. The model thus helps manufacturers to evaluate the contribution of various ERP modules to improved customer satisfaction with service quality and also provides guidance on improvement strategies to enhance service quality by eliminating quality gaps.