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透過IPA模式探討資訊部門之服務品質─以Ａ公司Q部門為例 = Apply...

國立高雄大學電機工程學系--先進電子構裝技術產業研發碩士專班

透過IPA模式探討資訊部門之服務品質─以Ａ公司Q部門為例 = Applying Importance-Performance Analysis to IT Service Quality – The Case of Q Department within A Company

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Applying Importance-Performance Analysis to IT Service Quality – The Case of Q Department within A Company
作者:	張維翰,
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:	2014[民103]
面頁冊數:	74面圖，表 : 30公分;
標題:	服務品質
標題:	Service Quality
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/55165523537510011170
附註:	參考書目：面58-60
附註:	103年12月16日公開
摘要註:	企業要具有競爭力，必須獲得高度的顧客滿意，以維持競爭優勢；相對的，資訊部門要在企業內成為有競爭力的組織，同樣必須得到內、外部客戶的高滿意度。因此，除了以產品導向觀點提供其資訊系統外，資訊部門更要以服務導向觀點去滿足客戶的期望，進而創造更高的價值。導入資訊科技的關鍵成功因素中，「使用者的看法」為一個經常被探討的重要因素。若使用者的需求不能被資訊部門提供的服務所滿足，使用者將容易產生抗拒的心態去抵制資訊系統的導入。有鑑於此，本研究以SERVQUAL為基礎，利用重要性－績效分析法(Importance-Performance Analysis, IPA)探討A公司Q部門對內部客戶所提供服務品質的優劣情形，透過問卷調查方式進行資料收集。共回收160份有效的問卷，以此進行後續統計分析，並將服務品質項目分成四個象限，主要是希望了解A公司Q部門在服務品質各項目之重要性與表現程度的情形。分析結果得知，A公司Q部門在服務品質需要優先改善項目為「該部門能提供即時軟體與硬體的更新」、「該部門能提供任何所需的軟硬體服務」、「該部門資訊人員能在其承諾的時間內提供服務」、「該部門能提供系統平台讓使用者可以方便地提出需求」、「該部門資訊人員能以使用者的權益為優先考量」。而不同特性使用者之分群中，優先改善項目亦有所不同。本研究希望透過此分析結果，能夠給予A公司Q部門在管理、服務策略上的改善建議，藉以提升使用者滿意度，對其未來的競爭力與營運績效產生助益。 To be competitive, an enterprise must achieve high customer satisfaction in order to maintain competitive advantages. Likewise, IT department has to obtain high satisfaction from internal and external customers to become a competitive organization in the enterprise. Therefore, IT department should take the service-oriented perspective to meet customers’ expectation, in addition to the product-oriented perspective to provide information systems, to create higher value. Among key success factors in the implementation of information technology, "user's opinion" is important and usually investigated. If a user’s needs can’t be satisfied with the service provided by IT department, the user will be prone to resist the introduction of information systems.Therefore, based on SERVQUAL, this study uses the importance-performance analysis method (IPA) to explore the service quality provided by department Q within company A to its internal customers, through questionnaires. 160 valid questionnaires were received and used for subsequent statistical analysis; moreover, the service quality is divided into four quadrants mainly to understand the significance and performance of service quality provided by department Q within company A. The analysis result shows that department Q within company A has to improve the following items in regard to service quality. 1. Real-time software and hardware updates provided2. Any necessary software and hardware service provided3. IT Staff providing services within the promised time-frame4. System platform provided, allowing users to address request easily5. IT personnel taking users’ interests as first priority Moreover, the grouping of the users with different characteristics varies in priority for improvement items. Through this analysis, this study can give recommendations on management and service strategy improvements to department Q within company A to increase users’ satisfaction and to bring in the advantage in the competitiveness and operational performance in the future.

透過IPA模式探討資訊部門之服務品質─以Ａ公司Q部門為例 = Applying Importance-Performance Analysis to IT Service Quality – The Case of Q Department within A Company
張, 維翰

透過IPA模式探討資訊部門之服務品質─以Ａ公司Q部門為例 = Applying Importance-Performance Analysis to IT Service Quality – The Case of Q Department within A Company / 張維翰撰 - [高雄市] : 撰者, 2014[民103]. - 74面 ; 圖，表 ; 30公分.
參考書目：面58-60103年12月16日公開.
服務品質Service Quality

透過IPA模式探討資訊部門之服務品質─以Ａ公司Q部門為例 = Applying Importance-Performance Analysis to IT Service Quality – The Case of Q Department within A Company
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