企業資訊入口網站使用者滿意度研究 —以樹脂化工產業為例

User Satisfaction on Enterprise Information Portals – Resin Chemical Company Case

張雅婷(Ya-Ting Chang)

指導教授 ： 廖秀莉

中原大學/商學院/資訊管理研究所/碩士(2014年)

https://doi.org/10.6840/cycu201400297

摘要

本研究以服務品質(有形性、可靠性、反應性、保證性、關懷性)五構面，探討樹脂化工產業中使用者對企業資訊入口網站所提供的服務品質為何？與使用者對企業資訊入口網站整體滿意度是否滿意。本研究以樹脂化工產業員工為研究對象，利用產業特性客制化的企業資訊入口網站問卷平台發放問卷。研究證實，服務感受與整體滿意度在服務單位「營業部」與「生產部」二單位，對於服務感受「反應性」與「關懷性」據有顯著差異，其中以營業部感受較高、生產部感受較低；在企業資訊入口網站平台服務品質之期望顯著高於服務品質之感受，表示在服務品質上仍有改善的空間，而在可靠性構面差距最大，表示企業需加強使用者對系統的熟悉度；在迴歸分析中得知「有形性」與「可靠性」會正向影響整體滿意度，故企業可加強此二構面提昇整體滿意度。

關鍵字

企業資訊入口網站 ； 使用者滿意度 ； 服務品質

並列摘要

In this study, Discussion resin chemical industry for service quality and user satisfaction of enterprise information portals. The questionnaire survey using enterprise information portals platform. The results, overall satisfaction with the service experience in "sales departments" and "production department", the "reactive" and "empathy" has significant differences, which experience higher sales department, production department feeling low. Service experience significantly higher service expectations, which means that the service quality needs to be improved. Reliability largest gap dimension, companies need to strengthen the system user proficiency. In the regression analysis, that "tangible" and "reliability" will positively affect overall satisfaction, the enterprise can strengthen "tangible" and "reliability" to enhance the overall satisfaction.

並列關鍵字

Enterprise information portals ； User satisfaction ； Service quality.

參考文獻

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