導入科技化服務之關鍵成功因素之探討

The Study of Key Success Factors for Implement Information Technology enabled Service

陳聰傑(Cong-Jie Chan)

指導教授 ： 陳銘崑

國立臺北科技大學/管理學院/商業自動化與管理研究所/碩士(2008年)

摘要

目前國內經濟模式逐漸著重於服務產業，導致與服務相關的學程與研究開始被重視。但是「服務」的概念是相當模糊與不清楚的，主要為服務的意義，太過於廣泛，並且難以量化。因此近年來，逐漸有以科學化的方法，來探討服務的創新價值與途徑，所以產生以服務科學的方法論，期望透過有系統方法，來找出服務價值的產生方式，以促進服務的創新與服務的生產力。

本論文將使用層級分析法(AHP)為研究方法，探討導入科技化服務之關鍵成功要素。並綜合國內外學者之相關文獻研究，及與專家訪談，建立出導入科技化服務關鍵成功要素之架構，獲得4個主構面與17項因子指標，分析結果以「資通訊技術面」最為重要，其次為「組織經營面」、「企業資源面」與「企業策略面」；而要因評估指標中以「與現有資訊系統整合」最為重要，其次為「資料探勘技術的運用」與「預測服務的需求」。希望透過本研究結果，可提供業界在導入科技化服務中之參考。

關鍵字

服務科學 ； 關鍵成功因素 ； 層級式分析法 ； 科技化服務

並列摘要

Currently, the domestic economic pattern is gradually emphasizing on the service industry, which causes service related academic courses and researches start to place importance on. However, the concept of (Service) is blurred and not cleared, mainly because of the meaning of service is too general and difficult to quantification. Therefore, in recent years, scientific methods are gradually introduced to discuss the innovational value and the way to services, thus, the service science has been resulted, which aspects to find out a method to produce the value of service through a systematic method, in order to accelerate innovation and productivity of services.

This thesis uses the analytic hierarchy process (AHP) as a research method to discuss Key Success Factors for implement Information Technology enabled Services (ITeS). Moreover, by integrating domestic and international related researches and interviews with experts, to construct the structure of Key Success Factors for implement ITeS. Four main aspects and seventeen factor indexes were gained, the analysis result shows the most important aspect is (information and communication technologies aspect), followed by (organization management aspect), (enterprise resource aspect) and (enterprise tactic aspect); in factor evaluation indexes, the most important index is (integration with current information systems), followed by (application of data research technology) and (need of service prediction). Hoping the result of this research can be a reference for the service industry to implement Information Technology enabled Services (ITeS).

並列關鍵字

Service Science ； Critical Success Factor ； AHP ； technological service

參考文獻

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