使用者組織內部的服務品質缺口模型之驗證─以資訊系統服務需求為例

The Verification of Service Quality Gap Model Inside of Organization – An Example of Needs of Information System Services

洪昆廷(Kun-Ting Hung)

指導教授 ： 詹前隆

元智大學/資訊學院/資訊管理學系/碩士(2008年)

https://doi.org/10.6838/YZU.2008.00054

摘要

過去對於服務品質的探討總是以服務提供者端出發，探討在服務提供的過程中可能發生會影響服務品質的問題，然而使用者端提出的要求是實際上真正的需求嗎？本研究從使用者的角度出發，目的是研究服務形成的過程中，在使用者組織內部探索影響服務品質的認知缺口(Gap)，建立在使用者組織內部的服務品質模型，使服務品質模型更加完善。

本研究根據使用者組織內部在資訊服務發展過程中，以資訊流的通過的三個角色：使用者、主管與品質監控者做為本次研究探討的對象，從研究結果發現，「主管對於該服務的期望」與「品質監控者對於主管期望的認知」之間是呈現顯著差異，代表品質監控者並無法完全瞭解主管的期望，而「品質監控者對於主管期望的認知」與「品質監控者告訴資訊廠商我方主管的期望」兩者之間的認知也有差異，意味著品質監控者沒有完整的將主管的期望表達給資訊廠商。以上在使用者內部產生的缺口均會使資訊廠商得到錯誤的資訊，而發展出錯誤的服務，這對於服務品質是有重大影響的。

本研究的結果証明了使用者組織內部也有影響服務品質的缺口模型存在，透過本研究的結果與PZB模型的結合，能使對於一個服務品質的改善有更大的助益。

關鍵字

服務品質 ； 資訊服務品質 ； 認知缺口(Gap)

並列摘要

How to deliver the high service quality to customers is one of the most important issues during the past decades. Unfortunately, these service quality discussions are mainly focusing on provider side instead of customer side. What if the proposed service strategy does not fit customer’s needs because the customers have different perception of their needs? This may become a considerable gap for provider companies providing service to satisfy their customers. In this regard, the purpose of this study is to explore the gaps of service quality inside the customer organization. Our research objects (i.e. customers, customers’ supervisors and monitors) are those who process the information during service strategy development. The result shows that there is a significant difference about the perception of service quality between provider and custoemr’ supervisors in which quality monitors cannot play well of their intimidate roles well. The implication here is that quality monitors did not totally derive supervisor’s expectation of service to its service provider and this could bring a great negative impact on service development because service provider may get the wrong information from them. Furthermore, this study also provides contributable evidence that the service perception gap not only exists between service provider and customers’ supervisors but also exists in inside of organization. Our results in combination with the PZB model are of helpful to the service quality improvement.

並列關鍵字

Service quality ； Information service quality ； Perception gap

參考文獻

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