導入資訊服務管理對服務品質與滿意度之影響

The influence of service quality and satisfication for implementation of ITSM

蔡佳儒(Chia-Ju Tsai)

指導教授 ： 蕭瑞祥

淡江大學/管理學院/資訊管理學系碩士班/碩士(2010年)

https://doi.org/10.6846/TKU.2010.00919

摘要

隨著資訊科技在企業中的應用範圍逐漸廣泛，資訊服務管理（ITSM）的導入將是企業可以用以改善其資訊服務管理本質的一個解決方案，而近年來國內通過相關認證的組織機構逐漸增多，由此可見業界對此一標準架構之重視。因此本研究擬藉由實證的方式來探討組織於導入資訊服務管理（ITSM）對於資訊部門所提供的服務品質及使用者滿意度之影響。
本研究以SERVQUAL的五個服務品質構面為基礎，彙整相關文獻資料進行問卷量表之編製，針對目前已經導入並通過資訊服務管理認證之機構與尚未導入資訊服務管理認證之機構的使用者進行問卷的訪談與資料分析。
根據本研究結果顯示，導入與未導入資訊服務管理在服務品質五個構面中的保證性構面上有顯著差異，但是在有形性、可靠性、反應性、同理心構面上則無顯著之差異。此外，在導入與未導入資訊服務管理對於使用者滿意度的四構面（資訊服務、資訊系統、資訊政策、資訊服務人員）上有顯著之差異。研究的結果也顯示服務品質對於使用者的滿意度有顯著的影響，此與大部分學者所做之結果相同。期望本研究可以提供後續對於導入資訊服務管理、服務品質與使用者滿意度之相關研究的參考。

關鍵字

資訊服務管理 ； 服務品質 ； 滿意度 ； SERVQUAL

並列摘要

As the information technology has increased in enterprises with the wide range of applications, IT service management (ITSM) will be one of the solutions and will be heavily imported into business companies to improve their nature of information service management. As more business companies have successfully gained the national ITSM accreditation in the recent years, ITSM frame will become more and more important for domestic business firms in the domain of IT service management. Thus, the objectives of this study will use empirical methods to discuss the importation of ITSM among business firms and to explore the influences in the IT service quality and their users’ satisfaction.
This study will be based on the method of SERVQUAL with its five service quality dimensions. The researcher collects relevant theories and secondary data in order to design the questionnaire. The questionnaire will be implemented for the users in the organizations with or without ITSM accreditation and will be used for further interview data collection and analysis.
This study has measured two major theories: SERVQUAL and user satisfaction. According to the results from the SEVEQUAL, the assurance dimension has significant difference among other four dimensions (tangibility, reliability, responsiveness, and empathy). Besides, according to the results from user satisfaction, all four dimensions (information service, information system, information policy, and information service staff) are significant when the researcher measures gathered data from the organizations with or without ITSM accreditation. The research results also show that service quality has significant influences on the user satisfaction which is the same results as most researchers given in their literatures. This study would provide the further references of IT service management, service quality, and user satisfaction for future related researches.

並列關鍵字

IT service management ； service quality ； satisfaction ； SERVQUAL

參考文獻

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