以D&M模式探討影響企業資訊系統服務品質之因素

Analyzing the Service Quality of Business Information System by DeLone and McLean Model

何淑熏(Shu-Hsun Ho) ； 陳錦琮(Chin-Tsung Chen)

《創新與經營管理學刊》 5卷1期 (2014/07) Pp. 1-20

https://doi.org/10.6270/JIBM.2014.5(1)1

摘要

隨著企業規模的成長，企業的運作已經無法仰賴傳統以人工方式進行，如何建置成功的資訊系統，正是企業IT所應關注的事。本研究以DeLone and McLean（2003）的資訊系統成功修正模式，依研究架構對上市或上櫃公司的系統使用者進行調查，從中分析各個構面間相互影響程度，並發現服務品質尚未被滿足的構面。本研究結果發現：（1）系統品質對於整體服務滿意度有顯著性的影響，資訊品質居次，其中以新資訊技術的影響程度最低。（2）SERVQUAL量表中的五個構面影響程度，則以系統品質對於體貼性的影響程度最高。而新資訊技術在五個構面影響程度均是最低。

關鍵字

企業IT ； 資訊品質 ； 系統品質 ； 服務品質 ； 資訊系統 ； 成功模式

並列摘要

As the size of enterprises increases, enterprises can no longer rely on the conventional way of manual operation. Therefore, several enterprises have introduced various kinds of information systems to facilitate daily operation, internally manage resources and increase the effectiveness of each operational process, externally conduct supply chain and customer relationship management and decision support system, all of which help enhance the competiveness of an enterprise. Therefore, to establish a successful information system is the focus of the IT department of an enterprise. Meanwhile, the IT department plays the role of not only a developer of new technologies and information systems but also a service provider. Employees are not only system users but also internal customers of services. As a result, to increase user satisfaction is another important task. This study uses three perspectives including System Quality and Information Quality of DeLone and McLean's Information System Success Model and New Technology proposed by the author of this study. With references to the five elements of SERVQUAL developed by Parasuraman, Zeithaml and Berry, such as Tagnibles, Reliability, Responsiveness, Assurance, Empathy, a survey is conducted on system users of public companies, in order to analyze the interrelation among these five elements and to find out which element is insufficient in terms of service quality. Research shows that System Quality has the most significant impact on the overall rating of user satisfaction, followed by Information Quality and New Technology. The interrelation among those five SERVQUAL elements indicates that System Quality has the most impact on Empathy, whereas New Technology has the least impacts on these five elements. The research paper will include conclusion and further suggestions for the study.

並列關鍵字

enterprise IT service ； information quality ； system quality ； service quality ； Information Systems Success Model ； New IT Technology