資訊系統與滿意度之研究-以A公司CRM系統為例

The research of information system and user satisfaction: Base on CRM system in A company

林佩靜(Pei-Chin Lin)

指導教授 ： 翁崇雄

國立臺灣大學/管理學院/資訊管理學研究所/碩士(2007年)

https://doi.org/10.6342/NTU.2007.10163

摘要

資訊科技和資訊系統與企業日常例行營運密切結合，範圍涵蓋整個企業內部甚至是外部。資訊系統所提供的服務品質，會反應在相關使用者對於資訊科技與系統的滿意度之上，而這些資訊系統的滿意度也能決定使用者對其評價，並影響最後是否使用該資訊科技與系統的意圖。
本研究藉由綜合學術界及業界的看法，來整合出影響資訊系統最為重要的構面。此外，本研究也以國內某A公司之使用者為主要的研究對象，以確認出使用者所關心，以及影響他們評估資訊系統服務品質的重要構面，並進一步發展出用來衡量資訊系統服務品質的量表。
最後本研究期望能藉由上述的研究結果，提供給已建置或想建置CRM系統的公司，使他們能夠藉由本研究所整合出的構面及量表來提升本身的資訊系統服務品質。此外，就管理面而言，本研究也期望能讓企業的管理者更了解使用者衡量CRM系統服務品質的標準，並作為制定管理策略以達到預期目標的依據。

關鍵字

服務品質、使用者滿意度、科技接受理論、顧客關係管理系統

並列摘要

An enterprise needs information technology and information system for daily operation. It extensively utilizes in the internal enterprise, even external. The degrees of user satisfaction will reflect information system's service quality, and it will help user to assess and decide to use this system or not.
This research aims to combine the academia and industry aspects, and to find out the effect of using information system. Besides, the research objects are from "A company", which helps to identify the user's concerns, and to determine the dimensions of affecting users to assess the service quality of information system, and to develop the assessment model of evaluating service quality of information system.
Eventually, this research anticipates sharing the result of this study for the enterprise that has built or will build the CRM system. Furthermore, on the part of management, this study also expect managers to more understand the standard of user to assess the service quality of CRM system, which will be the reference of instituting the management strategy in order to achieve the business objective.

並列關鍵字

Service Quality, User Satisfaction, Technology Acceptance Model（TAM）, Customer Relationship Management (CRM

參考文獻

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