中文摘要：

研究了ERP实施方和使用方认知ERP实施成功的主要差异.在D＆M及TAM模型的基础上,构建了ERP用户满意度模型及相应的研究假设,引入双因素理论,利用来自实施ERP系统的278家企业的调查数据对满意度影响因素进行双因素归类,识别ERP供需双方存在认知差异的主要方面,最终运用Kano模型对研究模型进行了修改.研究结果发现系统质量、服务质量是保健因素,是ERP实施方必须保证的方面;信息质量、组织影响和感知有用性是双方存在认知差异的主要方面,需要ERP实施方重点把握;在保证前两方面因素质量的基础上,ERP实施方通过提升个人影响可以进一步改善ERP用户满意度水平.该研究结论为识别双方的成功认知差异、提高双方对ERP实施效果的满意度水平提供了一定的指导意义.

英文摘要：

The cognitive difference on the definition of successful ERP implementation between ERP vendors and ERP users is studied and identified.Based on D＆M model and TAM model,an ERP implementation satisfaction model is proposed and empirically tested using data collected from 278 companies which have implemented an ERP.The two-factor theory is applied to classify the factors and identify the key differences and the final model is modified by the Kano model.The results show that system quality and service quality are hygiene factors which have to be assured by ERP vendors.Information quality,organization impact and perceived usefulness are motivation factors from which the cognitive difference mainly comes.Besides,ERP vendors can also increase the user satisfaction by enhancing the individual impact.The findings provide important guidance for identifying the cognitive difference on system success and improving both the ERP vendors＇ and ERP users＇ satisfaction on ERP implementation.