進階搜尋


 
系統識別號 U0026-0812200912001997
論文名稱(中文) 企業資訊系統服務品質與使用者滿意度之研究
論文名稱(英文) A Study of Service Quality and Satisfaction for Business Information Systems
校院名稱 成功大學
系所名稱(中) 企業管理學系專班
系所名稱(英) Department of Business Administration (on the job class)
學年度 94
學期 2
出版年 95
研究生(中文) 潘思佑
研究生(英文) SZU-YU PAN
學號 r4793115
學位類別 碩士
語文別 中文
論文頁數 64頁
口試委員 口試委員-陳淑惠
指導教授-張淑昭
口試委員-林清河
中文關鍵字 服務品質  資訊科技  服務品質評估模式  使用者滿意度 
英文關鍵字 Information Technology  satisfaction  service quality evaluate model  service quality 
學科別分類
中文摘要 在現代全球化的激烈競爭下,資訊科技的運用已成為企業重要策略的一環。企業為提高競爭優勢,由企業內部乃至產業體系間的電腦化積極建置,整體資訊運作已成為企業運籌的主要神經網絡,而資訊系統的服務品質水準正關係著整體資訊運作順暢與否。因此,要建立長遠成功的資訊環境,「資訊系統服務品質」水準的高低則是其重要的決定因素之一。本研究以評鑑企業資訊系統服務品質服務品質為題進行探討,希望透過資訊系統服務品質的衡量,以導引資訊服務改善方向,進一步提升企業資訊系統服務品質水準。
過去對於資訊系統的評估,主要係針對系統品質與資訊品質進行衡量,然而,隨著行銷觀念日趨重要,資訊部門更需要從服務品質的觀點出發,找出資訊系統使用者對於服務的期望與感受。本研究主要目的在探討企業內使用者對資訊系統之服務品質的認知,作期望與感受之分析調查。根據Parasuraman、Zemithaml及Berry(1998)之服務品質概念模式,將資訊系統服務品質分為五大構面:有形性、可靠性、反應度、信賴感及關懷度,形成本研究架構之基礎。經由實証結果顯示發現:
1.使用者對於「期望的服務品質」與「感受的服務品質」間確實存在顯著差異。
2.「期望的服務品質」對「感受的服務品質」與「期望與感受間的差異」對「使用者滿意度」沒有顯著性的影響;「感受的服務品質」與「期望的服務品質」對「使用者滿意度」有顯著性的影響。
3.「感受的服務品質」比「期望與感受間的差異」對使用者滿意度有更高的解釋能力。



英文摘要 The issue of “How can a company benefit from information technology” is one of the most important strategical issues to an enterprise in this increasingly competitive global market. Enterprises are paving their way to the level of total computerization in the hope of gaining the superiority in the market with the aid of computerization. Therefore, we can see that the integrated IT network system has become the main neural network which is vital to an enterprise at the strategical level. As a direct result of that, the quality of the IT services offered by the IT service providing sector inside of an enterprise does influence how good the IT network may be inside of an enterprise after a long period of time. For that reason, it is possible to infer that the service quality of the IT service holds the key to building a successful IT environment inside of an enterprise.
In the past, the information systems (IS) assessment focused on system quality and information quality. However, with the increasing importance of the marketing orientation, the IS departments should consider more points of view about service quality, and they also should try to find out user’s expectations and perceptions of IS. The purpose of this research is to analyze the expectation and perception satisfaction and influence of the various service quality from the information system provided to its end-users inside a company.



論文目次 中文摘要 .............................................................i
Abstract .............................................................ii
目 錄 .............................................................iii
表目錄 .............................................................iv
圖目錄 .............................................................vi
第一章 緖論 ....................................................1
1.1 研究背景 ....................................................1
1.2 研究動機 ....................................................1
1.3 研究目的與範圍 ....................................................2
1.4 研究步驟與流程 ....................................................2
第二章 文獻探討 ....................................................4
2.1 資訊科技 ....................................................4
2.2 服務品質之探討 ....................................................9
2.3 資訊系統的服務品質(IS-SERVQUAL) .........................20
2.4 使用者滿意度 ...................................................25
2.5 服務品質與滿意度的關係............................................27
第三章 研究方法 ....................................................30
3.1 研究架構 ....................................................30
3.2 操作性變數 ....................................................30
3.3 研究假設 ....................................................31
3.4問卷設計 ....................................................32
3.5 資料分析方法 ....................................................36
第四章 研究分析與探討 ...........................................37
4.1 問卷回收狀況與樣本結構 ...........................................37
4.2 各構面之統計資料分析 ...........................................39
4.3 效度與信度分析....................................................41
4.4 期望水準與實際感受之差異分析 ..................................43
4.5資訊系統服務品質及使用者滿意分析 ..................................46
第五章 結論與建議 ....................................................52
5.1 研究結論 ....................................................52
5.2 研究限制 ....................................................54
5.3 後續研究建議 ....................................................54
參考文獻 .............................................................56

參考文獻 中文部份
方世榮譯,Philip Kotler原著,行銷管理學五版,東華書局,民國92年4月。
王天賜,衡量ERP供應廠商服務品質之成功模式,國立中央大學企業管理研究所碩士論文,民國92年。
皮世明,影響資訊系統服務品質的因素研究,國立中央大學資訊管理研究所博士論文,民國88 年。
吳仁和、林信惠,系統分析與設計,智勝出版社,台北,民國89年。
吳萬益,企業研究方法二版,台北,華泰,民國94年。
杜書揚,線上資訊系統品質衡量模式之建立-以網路書店為例,國立台灣大學資訊管理所碩士論文,民國93年。
何雍慶、蘇雲華,服務行銷領域顧客滿意模式及服務品質模式之比較研究,輔仁管理評論,第二卷第二期,頁37-64,民國84年。
林明遠,入口網站服務品質及顧客滿意之研究,國立中山大學企業管理學系碩士論文,民國九十二年六月。
林芳在,製造業資訊系統之服務品質研究-以中鋼公司為例,國立中山大學企業管理學系碩士論文,國民93年。
周泰華、黃俊英、郭德賓,服務品質與顧客滿意評量模式之比較研究,輔仁管理評論,第六卷第一期,37-68,民國88年。
施素明,B2C網站服務品質量測-eSERVQUAL觀點,國立台北大學企業管理學系碩士論文,民國94年。
翁崇雄,消費者對網際網路期望服務之研究,資訊管理學報,第六期,第二卷,51-73 頁,民國89年。
翁崇雄,評量服務品質與服務價值之研究-以銀行業為實證對象,台灣大學商學研究所未出版博士論文,民國92年6月。
張朝清,「我國產業資訊科技投資跨期比較與分析」,經濟部技術處「科技專案」-《技術尖兵》雜誌,第110期,93年02月號。
陳淑華,知識管理資訊系統服務品質之研究-以某資訊科技公司為例,銘傳大學資訊管理學系碩士論文,民國92年。
陳美純,我國大型企業實施策略性資訊系統之研究,靜宜大學管理科學研究所碩士論文,民82。
曾正仁,製造業資訊系統服務品質對企業之影響-以自行車產業為例,大葉大學資訊管理學系碩士論文,民國90年。
黃偉松,「服務品質、顧客滿意度與顧客忠誠度關係之研究-以證券商為例」,淡江大學管理科學研究所碩士論文,民國 90 年。
黃耀田,企業資訊服務品質與滿意度之研究-以YU鋼鐵公司為例,國立中山大學資訊管理學系碩士論文,民國93年。
樂為良譯,Gates,Bill著,《數位神經系統》,台北,商周出版,民88。
蘇雲華,服務品質衡量方法之比較研究,國立中山大學企業管理研究所未出版博士論文,民國85年。
盧淵源譯,杉本辰夫著,事業、營業、服務的品質管制,中興管理顧問公司,民國85 年。
謝清佳,吳琮璠,資訊管理理論與實務,第四版,智勝,民國89年5月。
英文部份
Anderson , Eugene W. and Mary W. Sullivan,“ The Antecedents and Consequences of Customer Satisfaction for Firms,”Marketing Science ,Vol.12,No.2,pp. 125–143,1993.
Anderson, Eugene W, Claes, Fornel and Donald R. Lehmann,“Customer Satisfaction, Market Share, and Profitability: Findings From Sweden,” Journal of Marketing, Vol.58,No.3,July, pp.53-66,1994.
Andrews,F.M. and S.B. Withey,”Social indicators of wellbeing:American’s perception of life quality”,New York.Plenum Press, 1976.
Alter, S.,”Information Systems: A Management Perspective,”2nded.,The Benjamin/Cummings Publishing Company ,Menlo Park,CA,1996.
Babakus, E. and Boller, G.W., “An Empirical Assessment of the SERVQUAL Scale, ”Journal of Business Research, Vol.24,No.3, pp.253-268,1992.
Bharadwaj,A.S.,”A Resource-Based Perspective on Information Technology Capability and Firm Performance: An Empirical Investigation.”MIS Quarterly,Vol.24,No.1,March,pp.169-196,2000.
Blackwell, R. D., P. W. Miniard and J. F. Engel,”Consumer Behavior”,9th Edi.,Harcourt College Publishers ,2001.
Boynton, A. C. and R. W. Zmud,“Information Technology Planning in the 1990's: Directions for Practice and Research, ”MIS Quarterly, Vol.11,No.1,pp.59-71,1987.
Brown, T.J. ,Churchill, G.A., and Peter, J. P., “Research Note: Improving the Measurement of Service Quality,”Journal of Retailing, Vol.69,No.1, pp.127-139,1993.
Cadotte,Ernest R.,Robert B. Woodruff, and Roger L. Jenkins,“Expectations and Norms in Models of Consumer Satisfaction.”Journal of Marketing Research, Vol.24,No.3,pp.305-314,1987.
Cardozo, Richard,“An Experimental Study of Consumer Effort,Expectation,and Satisfaction,”Journal of Marketing Research, Vol.2,August, pp.244-249, 1965.
Carman, J. M.,“Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions,”Journal of Retailing,Vol.66,No.1, pp.33-55, 1990.
Cash J.I., F.W. McKenney, J.R. McFarlan and M.R. Vitale,”Corporate information Systems Managements: Text and Case,” Homewood, Irwin, IL, 1988.
Churchill, G. A. and C. Surprenant,“An Investigation into to the Determinants of Customer Satisfaction,”Journal of Marketing Research,Vol.19,No.4,pp. 491-504, 1982.
Conrath, D.W. and Mignen, O.P., ”What is being done to measure user satisfaction with EDP/MIS, ”Information & Management,Vol.19,No.1, August,pp.7-19,1990.
Cronin, J. J. and Taylor, S. A., “Measuring Service Quality: A Reexamination and Extension,”Journal of Marketing, Vol.56, No.3,pp.55-68, 1992.
Crosby, Philip B, ”Quality Is Free: The Art of Making Quality Certain “,New York: New American Library,1979.
Czepiel.J.A,”Perspective on Consumer Satisfaction”,AMA Conference Proceedings,pp.119-123,1974.
Davenort, T.H. & Short, J.E., ”The New Industrial Engineering: Information Technology and Business Process Redesign,” Sloan Management Review, Vol.31,No.4,pp.11-27,1990.
Day, R.,“Extending the Concept of Consumer Satisfaction,”Association for Consumer Research,Vol.4, pp.149-154,1977.
DeLone, W. H., and McLean, E. R.,“Information Systems Success: The Quest for the Dependent Variable,”Information Systems Research,Vol.3,No.1, pp.60-95, 1992.
DeLone, W.H., And McLean,E.R.,“The DeLone and McLean model of information systems success: a ten-year update,”Journal of Management Information Systems,Vol,19,No.4 ,pp.9-30,2003.
Dykeman, J.,“EDI moves toward the Internet”,Managing Office Technology「MOP」,Vol.42,No.6, pp.37,1997.
Eason,K.,”Information Technology and Organizational Change,”London:Taylor & Francies Inc,1988.
Engel ,James F.,Roger D. Blackwell, and Paul W. Miniard,Consumer Behavior , 8th ed.,The Dryden Press,1995 .
Feigenbaum , Armand V.,”TOTAL QUALITY CONTROL” , 3rd ed.,McGraw–Hill,pp. 7–9,1991.
Ferguson, J.M., & Zawacki, R.A.,”Service Quality: A critical success factor for IS organizations,” Information Strategy: The Executive's Journal, Vol.9, No.2,24-30,1993.
Fornell,C.,”A National Customer Satisfaction Barometer:The Swedish Experience,”Journal of Marketing ,Vol.56,No.1,Jan,pp.6-21,1992.
Garvin, D. A. ,“Quality on the Line,” Harvard Business Review,61, pp.65-73, 1983.
Gronroos, C.,“A Service Quality Model and Its Marketing Implications,” European Journal of Marketing, Vol.18,No.4, pp.36-44,1984.
Hemple,D.J.,”Consumer Satisfaction with the Home Buying Process: Conceptualization and Measurement”,The Conceptualization of Consumer Satisfaction and Dissatisfaction, H.K. Hunt ed, Cambridge, Mass: Marketing Science Institute,1977.
Henderson, J.C., and N. Venkatraman,”Strategic Alignment:Leveraging Information Technology for Transforming Organizations”,IBM Systems Journal, Vol.32,No.1 ,pp. 4-16,1993.
Hjorth-Anderson, Chr.,“The Concept of Quality and the Efficiency of Markets for Consumer Products,” Journal of Consumer Research, Vol.11,No.2, pp.708-718, 1984.
Jiang,J.J., Klein G.,& Carr C.L.,”Measuring Information System Service Quality:SERVQUAL From The Other Side”,MIS Quarterly, Vol.26,No.2, June,pp.145-166,2002.
Johnson, M. D., Nader, G., & Fornell, C.,“Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans,”Journal of Economic Psychology,Vol.17, No.2,pp.163-182,1996.
Juran,J.M.,“Quality Control Handbook,”3rd Edition, McGraw-Hill, New York,NY,1974.
Kettinger, W.J., and Lee, C.C.,”Perceived service quality and user satisfaction with the information services function,” Decision Sciences, Vol.25,No.5 ,pp.737-765,1994.
Kettinger, W.J., and Lee, C.C.,“Pragmatic Perspectives on the Measurement of Information Systems Service Quality,” MIS Quarterly,Vol.21,No.2, 223-240,1997.
Kettinger, W.J., and Lee, C. C.,“Replication of Measures in Information Systems Research:The Case of IS SERVQUAL,”Decision Sciences,Vol.30, No.3, pp.893-899 ,1999.
Kettinger, W.J., Lee, C.C. and Lee, S., Global Measures of Information Service Quality: A Cross-National Study,” Decision Science, Vol.26,No.5, 569-588, 1995.
Kotler, P.,“Marketing Management: Analysis,Planning and Control,”5th Edition, Prentice-Hall,Englewood Cliffs, NJ,1984.
Kotler, Philip, Marketing Management, The Millennium Edition, Prentice Hall International,Inc ,2000.
Kristensen, K., Martensen, A. & Gronoldt, L., “Measuring the Impact of Buying Behaviour on Customer Satisfaction,”Total Quality Management,Vol.10, No.4 ,pp.602-614,1999.
Leavitt, H., and T. Whisler,”Management in the 1980’s,”Harvard Business Review,Vol.36,No.2, pp.41-48,1958.
Markland, R. E., S. K. Vickery and R. A. Davis,“Operations Management - Concepts in Manufacturing and Services,”2nd Edition, South-Western College Publishing,1998.
Moad, J.,”Asking users to judge IS,”Datamation ,Vol.35,No.21, November, 93-100, 1989.
Myers, B.L., Kappelman, L.A., and Prybutok, V.R.,“A Comprehensive Model for Assessing Quality and Productivity of the Information Systems Function: Toward a Theory for Information Systems Assessment,”Information Resources Management Journal ,Vol.10,No.1,6-25,1997.
Neumann, S.,”Strategic Information Systems: Completion through Information Technology,”Macmillan College Publishing Company, New York, NY,1994.
Oakland ,John,”Total Quality Management:Text with Cases”,2nd ed., Butterworth–Heinemann,2000.
Oliver, R. L.,“A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,”Journal of MarketingResearch, Vol.17,No.4, November, pp.460-469,1980.
Oliver, R. L.,“Measurement and Evaluation of Satisfaction Processes in Retail Settings,”Journal of Retailing,Vol.57,No.3,pp.25-48,1981.
Parasuraman,A.,V.A.Zeithaml and L.L.Berry., “A Conceptual Model of Service Quality and Its Implications for Future Research ,” Journal of Marketing, Vol.49,No.4,pp.41-50,1985.
Parasuraman,A.,V.A.Zeithaml and L.L.Berry.,“SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing,Vol.64,No.1,pp.12-40,1988.
Parasuraman A., Zeithaml V. A., Berry, L. L.,“Refinement and Reassessment of the SERVQUAL Scale,” Journal of Retailing,Vol.67,No.4, pp. 420-450, 1991c.
Parasuraman A., Zeithaml V. A., Berry, L. L.,“Research Note: More on Improving Quality Measurement,” Journal of Retailing,Vol.69,No.1, pp.140-147,1993.
Parasuraman, A., Zeithaml, V. A., Berry, L. L., “Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria,” Journal of Retailing,Vol.70, No.3, pp.201-229,1994a.
Parasuraman, A., Zeithaml, V. A., Berry, L. L., “Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research,” Journal of Marketing,Vol.58,No.1, pp.111-124,1994b.
Parasuraman,A,.Grewal,Dhruv.,”The Impact of technology on the quality-value-loyalty chain:A research agenda”,Academy of Marketing Science Jorunal,Vol.28,No.1,pp.168-175,2000.
Patterson Paul G., Lester W. Johnson, and Richard A. Spreng“Modeling the Determinants of Customer Satisfaction forBusiness-to-Business Professional Services,”Journal of the Academyof Marketing Science, Vol.25, No.1, pp.4-17,1997.
Pitt, L.F.; Watson, R.T.; and Kavan, C.B.,”Service quality: A measure of information systems effectiveness,”MIS Quarterly, Vol.19, No.2, 173-188,1995.
Pitt, L.F., Watson, R.T. and Kavan, C.B.,“Measuring Information Systems Service Quality: Concerns for a Complete Canvas,“ MIS Quarterly, Vol.21,No.2, 209-221,1997.
Porter M、Millar V.E,”How Information Gives You Competitive Advantage”,Harvard Business Review 63, No.4 ,pp.149-160,1985..
Rockart, J.F.,”The changing role of the information systems executive:A critical success factors perspective,”Soan Management Review ,Vol.24, No.1, pp.3-13,1982.
Sasser, W. E., R. P. Olsen and D. D. Wyckoff, “Management of Service Operations: Text and Cases,” Allyn and Bacon, Boston,1978.
Singh , Jagdip,“ Understanding the Structure of Consumers’Satisfaction Evaluations of Service Delivery,“ Journal of the Academy of Marketing Science ,Vol.19,No.3,pp.223–244,1991.
Scott Morton, M. S.,“The Corporation of the 1990s: Information Technology and Organizational Transformation,” Oxford University Press, New York, NY,1991.
Spreng, R. A. and R. D. Mackoy,“An empirical examination of a model perceived service quality and satisfaction.”Journal of retailing,Vol.72,No.2,pp. 201-214,1996.
Tse,D.K. and P.C. Wilton,”Models of consumer satisfaction formation:An extension”, Journal of marketing research,Vol.25, No.2, pp.204-212, 1988.
Van Dyke, T.P., Kappelman, L.A., and Prybutok, V.R.,“Measuring Information Systems: Concerns on the Use of the SERVQUAL Questionnaire,”MIS Quarterly,Vol.21,No.2,195-207,1997.
Van Dyke, T. P., Prybutok, V. R., Kappelman, L. A.,“Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services,” Decision Sciences,Vol.30,No.3,pp.877-891,1999.
Venkatraman,N.,”IT-Enabled Business Transformation:From Automation to Business Scope Redefinition”.Sloan Management Review,Winter 1994.
Ward, J. and J. Peppard,“Strategic Planning for Information Systems,”3rd Edition, Wiley, London,2002.
Westbrook, Robert A, and Richard L. Oliver,“The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction.”Journal of Consumer Research,Vol.18,No.1,June,pp.84-91,1991.
Woodruf, R.B., E.R.Cadotte and R.L.Jenkins, ”Modeling Customer Satisfaction Process Using Experience-based Norms,”Journal of Marketing Research, Vol.20,No.3 ,pp.296-304,1983.
Yi, Y.,“he determinants of consumer satisfaction:The moderating role of ambiguity. in L. McAlister and M. L. Rothschild (Eds.),” Advance in consumer research,Vol.20,pp.502-506, 993.
Zeithaml, Valarie A., and Mary Jo Bitner, Service Marketing, McGraw-Hill, 1996.
Zeithaml, V. A.,”Defining and Relating Pr ice, Perceived Quality, and Perceived Value”, Report No. 87-101, Cambridge, MA: Marketing Science Institute,1987.
Zeithaml, V. A., Parasuraman, A., and Berry, L. L.,”Delivering Quality Service: Balancing Customer Perceptions and Expectations”, New York: The Free Press,1990.
Zumd, Robert. W.,Boynton, Andrew. C., ”An Assessment of Critical Success Factors,” Sloan Management Review,Vol.25,No.4,pp.17-28,1984.
論文全文使用權限
  • 同意授權校內瀏覽/列印電子全文服務,於2009-07-25起公開。
  • 同意授權校外瀏覽/列印電子全文服務,於2011-07-25起公開。


  • 如您有疑問,請聯絡圖書館
    聯絡電話:(06)2757575#65773
    聯絡E-mail:etds@email.ncku.edu.tw