影響資訊委外服務品質之關鍵因素—以校園資訊服務為例—

Factors Influencing Service Quality of IT Outsourcing — A Case Study of the Campus Information Services

楊國照(Kuo-Chao Yang)

指導教授 ： 廖秀莉

中原大學/商學院/資訊管理研究所/碩士(2011年)

https://doi.org/10.6840/cycu201100388

摘要

學校常因考量資訊技術能力有限，及缺乏人力或編制的問題，而尋求外部專業廠商的支援，以彌補學校本身資訊作業能力的不足，促使資訊服務委外在學校組織中成為重要的趨勢課題。資訊廠商的服務品質將是學校評估的重要指標，希望透過服務品質的衡量，進一步聊解目前服務品質的水準，來評估資訊廠商的改善方向。
本研究是依據Parasuraman, Zeithaml & Berry三位學者所提出之服務品質模型缺口五（Gap5）的五大構面，參考SERVERQUAL量表及服務特性修改其內容發展問卷，進行服務品質與顧客滿意度之實證分析。
本研究結果顯示，校園資訊服務委外「服務期望」與「服務感受」之間確實有顯著性差異存在，且缺口五呈現服務品質不佳的現象。並且，「服務感受」與「整體滿意度」之間皆有顯著的關聯性。受測者人口特性變數對服務品質除「年齡」和「服務年資」外，其他變數均有若干的顯著差異。「服務期望」最重要是「可靠性」，最不重要是「可靠性」；「服務感受」最滿意是「保證性」，最不滿意是「有形性」；「服務品質」最佳的是「保證性」，最差的是「有形性」。就整體服務品質滿意度而言，平均值達到「滿意」之服務水準。

關鍵字

顧客滿意度 ； 資訊委外 ； 服務品質 ； 委外

並列摘要

Schools always look for external specialized contractors and suppliers while the incapability of IT service, the availability of human resource and organizational issue are being considered. Therefore, IT service outsourcing has been becoming a significant lesson to learn by schools to meet and balance the scarcity of school’s IT operational capabilities. The quality of IT service provided might be a paramount index to be evaluated by schools. Through the assessment of service quality, it is possible to have a better understanding of the criterion of their service quality which could be contributing to the direction of improvement.
According to Parasuraman, Zeithaml & Berry, they addressed the service quality evaluation model Gap5 in five-dimensions. This dissertation will have an analysis of customer satisfaction and service quality by means of referring to SERVERQUAL table and service characteristics to amend and develop a questionnaire.
Our investigation has shown that there is certainly an obvious difference between expectation and perception of school IT outsourcing and the Gap 5 has an outcome of poor service quality.
The variable of the population will have significant difference to some degree on service quality except for age and seniority. Reliability and empathy are the most and the least important of expectation; Assurance and tangibles are the most and the least satisfactory of perception; Assurance and tangibles are the best and the worst of service quality. As a consequence, regarding to the total satisfaction of service quality, the average value can reach the level of satisfaction

並列關鍵字

service quality ； IT outsourcing ； outsourcing ； customer satisfaction

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