電子化政府服務品質之研究-以商港服務費金流收費系統可靠度分析為例

A Study on e-government Service Quality-for example of harbor money transaction service system of reliability to analyze

李俊穎(CHUN-YING LI.)

指導教授 ： 莊謙本 ； 王宏鈴

國立臺灣師範大學/科技學院/工業教育學系/碩士(2005年)

摘要

無資料

關鍵字

可靠度 ； 資訊品質 ； 系統品質 ； 服務品質 ； 商港服務費金流收費系統

並列摘要

A project of “Challenging 2008” was inaugurated in 2004 by the Executive Yuan to improve the international competitiveness of marine and harbor management affairs. Among this big program, the national Portal/HUB system is being built on the platform of MTNet under the superintended of the Ministry of Communications. And a money flow management system for port service was setup for improving small scale real-time transaction and information service.
Owing to the negligence of past decades, this study was purposed to improve the efficiency of money transaction in harbor service system. The impact factors to the customers’ behavior, their satisfaction and system reliability were also tested and surveyed in this study.

Three facets were concluded with the help of expert’s point of view. According to Dr.Delone , Dr.McLean and other scholar’s idea,「Information Quality」、「 System Quality」and 「Service Quality」were the most important facets for harbor service management. Some other ten extensive impact factors were drawn from these three facets. The results of statistical analysis for questionnaire survey with cluster analysis were as the followings:

(1) There are significant differences between different customer groups in the three facets of information quality, system quality, and service quality for money transaction.
(2) There is significant difference between different groups on the attitude to the reliability of money transaction system.
Six suggestions were drawn for (1) improving the system performance
(2) improving practical management effects. And it can be as references for future system promotion.

Keywords: Reliability、Information Quality、System Quality、Service Quality、money transaction service

並列關鍵字

Reliability ； Information Quality ； System Quality ； Service Quality ； money transaction service

參考文獻

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