證券業共用資訊系統服務品質實證研究

A study on sevice quality for information system –A case of Taiwan CSD information system

許傳昌(Chwan-Chang Hsu)

指導教授 ： 古永嘉

國立臺北大學/商學院/企業管理學系/碩士(2013年)

摘要

資訊科技的運用，已高度成為企業運作重要的一環，而使用者滿意程度高低，及感受到資訊處理便捷性與服務人員親切效率之整體服務品質高低，實為企業服務品質是否良窳之重要表徴，因此，持續提升服務品質水準，向為企業管理者所關心。本研究主要針對證券業共用資訊系統-集保資訊系統服務品質進行問卷蒐集及假說檢定，從而找出改善品質的參考方向。研究目的包括：一、探討使用者與管理者對於「期望的服務品質」與「認知的服務品質」間差距及主要影響因素；二、探討使用者與管理者對服務品質的「期望」與「認知」，影響使用者滿意度之關係；三、探討使用者人口統計變數對「服務品質構面」的影響；四、探討使用者人口統計變數對「整體資訊服務滿意度」的影響。
實證結果顯示，使用者對集保資訊系統服務品質有極高的滿意度。「使用者認知的資訊服務水準」小於「使用者期望的資訊服務水準」，以及「使用者期望的服務水準」顯著大於「管理者認知的使用者期望服務水準」均表示使用者仍期待服務品質再行提升。「使用者對整體資訊服務滿意度」與服務品質「反應性」、「信賴性」、「實體性」、「保證性」等構面認知程度均呈現顯著及正相關，表示使用者對「反應性」、「信賴性」、「實體性」、「保證性」等構面認知程度越高，則對「資訊服務整體滿意度」就越高。
對集保資訊系統服務管理者而言，如何更清楚的告訴使用者使用正確的服務；遇使用者有問題時，服務人員如何表現出耐心，以及對於使用者提供服務時，如何立即辯識對方身份，以更多細心與更高的標準，提供所需服務等，均為進一步提升服務品質之要項。

關鍵字

服務品質,滿意度,PZB模式,SERVQUAL量表

並列摘要

The use of information technology has become an important part of enterprise operation. The level of user satisfaction is highly related to the success of information system development. Therefore, the service quality level of the information system becomes one of the most important key factors that all service managers are concerned about. By collecting questionnaire, hypothesis testing and service quality measurement, this study attempts to identify the direction of improvement. Research objectives are as follows: 1) to explore the gap between user’s and manager’s service quality expectations and service quality cognitives； and also the main influencing factors for the gap. 2) to understand how the "expectations" and "cognitives" affect the user’s satisfaction. 3) to explore the relationship between the user demographic variables and information service quality dimensions. 4) to explore the user demographic variable’s impact on overall IT service satisfaction.
The empirical results show that there is a very high degree of satisfaction for users of the Central Securities Depository (CSD) information system service quality.
The level of the user’s service quality cognitive is less than the user’s service quality expectation. The user’s expectation level of information services is significantly greater than the manager’s cognitives, which means that users expect information service standards to be further enhanced.
The user’s overall IT service satisfaction and the four service quality dimensions: "reaction", "trust", "equipment", "guarantee" showed a significant and positive correlation; which means that the higher the level of consciousness, the higher overall satisfaction of the services. Different gender and different academic users have significant differences in service quality congnitives. Female users in different industries and in different usage seniority for the CSD system also have significant differences in service quality cognitives.
For managers of CDS information systems the most important factors for improving the service quality level are to clarify the transaction process of different transactions for the user and to idenfy the type of user they are in contact with.

並列關鍵字

Service quality ； User’s satisfaction ； PZB model ； SERVQUAL

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