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資訊服務業之品質探討----以A公司為例 = A Study of Qu...

國立高雄大學國際高階經營管理碩士在職專班(IEMBA)

資訊服務業之品質探討----以A公司為例 = A Study of Quality in IT Service Industry----The Case of A Company

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	A Study of Quality in IT Service Industry----The Case of A Company
作者:	楊美惠,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	民99[2010]
面頁冊數:	83面圖，表 : 30公分;
標題:	資訊科技服務業
標題:	Information Services Industry
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/63263906576804078055
摘要註:	綜觀台灣經濟發展長期以農業與製造業為主，近年來政府更大力扶持電腦製造業成為台灣經濟之主力。但長期以代工製造為主的電腦製造業也面臨國際化競爭威脅漸漸步入紅海之殺戮戰場，獲利日趨衰退。如何讓台灣經濟發展，由傳統之電腦代工製造產業轉型為高附加價值與高競爭門檻之資訊服務產業成為當務之急。本研究以個案A公司作為研究對象，利用品質機能展開法系統性探討個案A公司整體服務作業之服務品質及品質技術，受訪對象為該個案A公司之客戶，研究架構係參考PZB 服務品質模式外，尚利用專家訪談及相關文獻探討，刪除無效問卷後，有效問卷為164 份，加以整理分析，做為設計問卷之項目，復針對個案A公司客戶做問卷調查。調查結果經由因素分析法建立個案A公司服務品質評估模式為「業務人員服務品質」、「產品品質」、「售後服務(維修保固)品質」3大構面，而透過各服務品質構面要素導入品質機能展開法，將個案A公司之服務品質需求轉化為個案A公司品質技術之要求，最後經整合分析結果得知個案A公司前3項重要品質技術改善項目為：「建議適合客戶的產品服務」、「員工職前訓練」、「推廣產品課程訓練」。此研究結果將可提供實務作業單位進行服務定位及服務品質管理之參考。 This survey, focused on the A company, adopts the approach of “Quality Function Deployment” to systematically research overall service operation in terms of quality and technical aspects. First, customers to the A company were interviewed. The framework of the survey is based on the PZB service quality model, interviews with experts, and related literature. 164 copies of effective opinions (“invalid opinions” indicate the opinions which are not complete) have been singled out and analyzed in order to design the items of questionnaires. Moreover, a survey was conducted by using questionnaires to poll customers in the A company. The results of this survey were analyzed by the approach of factor analysis and accordingly established the evaluation model for service quality of the A company in the following categories: “quality of staff”, “quality of product”, and “quality of after-sales service”. Through these categories and by employing the approach of “Quality Function Deployment”, customers’ demands on the service quality in the A company will be transformed to requirements on technical aspects of quality. The final analysis reveals that the following three items of service quality need to be improved: “The proposed products and services for our customers”, “staff training and education”, “training courses to promote their products”. This survey will provide reference to practice operation units employed to improve and manage their service quality.

資訊服務業之品質探討----以A公司為例 = A Study of Quality in IT Service Industry----The Case of A Company
楊, 美惠

資訊服務業之品質探討----以A公司為例 = A Study of Quality in IT Service Industry----The Case of A Company / 楊美惠撰 - [高雄市] : 撰者, 民99[2010]. - 83面 ; 圖，表 ; 30公分.
參考書目：面.
資訊科技服務業Information Services Industry

資訊服務業之品質探討----以A公司為例 = A Study of Quality in IT Service Industry----The Case of A Company
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