國立高雄大學圖資館 |

語系: 繁體中文

說明(常見問題)

圖資館首頁

登入

回首頁

切換: 標籤 | MARC模式 | ISBD

以IPA模式分析軟體公司對使用者之服務品質 = Applying Imp...

國立高雄大學高階經營管理碩士在職專班(EMBA)

以IPA模式分析軟體公司對使用者之服務品質 = Applying Importance-Performance Analysis to Diagnose User Service Quality of Software Company：The Case of S Corporation : 以S公司為例

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 Diagnose User Service Quality of Software Company：The Case of S Corporation
副題名:	以S公司為例
作者:	廖彥涵,
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:	2011[民100]
面頁冊數:	51面圖，表格 : 30公分;
標題:	專案管理
標題:	Project Management
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/51310840132592190388
附註:	參考書目：面36-38
摘要註:	資訊軟體產業在台灣發展至今，已經完全改變了企業的商業模式與效率，更影響每個人的日常生活及工作，現今的我們與資訊軟體已密不可分。除此之外，軟體開發的過程也逐漸走向有系統且專業的專案管理方式，透過有效率且精準的控管，讓軟體開發專案的成功率大幅的提升。但在專業手法的背後是否代表著軟體公司的服務品質是否能讓顧客滿意？且會影響所開發出來的軟體是否能夠讓企業及使用者接受，同時進而改變使用者對最終軟體產品的滿意度。因此，本研究以S軟體公司為探討對象，針對軟體交付後服務品質的感知重要性與滿意度進行問卷調查藉以收集資料，同時利用重要性－績效分析模型 (Importance-Performance Analysis; IPA)進行資料分析。此外，為了能更深入了解不同特性受測者的看法是否有所差異，本研究亦針對性別、年齡、教育程度、公司所在地、公司資本額等特性將樣本進行分群分析，以便能獲得更多的研究結果。經由IPA分析後發現，落在「加強改善區」多屬於可靠性的項目，由此可知S軟體公司在軟體開發的系統穩定性及正確性是有待加強的，導致使用者的滿意度偏低。至於S軟體公司是否要深入了解企業端的作業流程就不是那麼重要了，就分析資料來看落在「供給過度區」的項目主要都是以保證性為主，也就是說S軟體公司可將對這部分的關注程度移往加強改善區的項目。針對分析結果，本研究提出以下建議，以利S軟體公司後續改善軟體開發服務流程的重要參考依據：(1) 聘請專人執行系統調校工作；(2) 定期舉辦公司內部技術交流，以提升員工能力；(3) 落實專案管理機制；(4) 選定單一知識領域，並專注發展。 To date, IT software industry in Taiwan has completely changed the business model and the efficiency of many enterprises. It also affects our daily life and work a lot. IT software and we have been inseparable already. In addition, the development of software is gradually becoming systematic and professional. With efficient and precise project management, we can raise the success rate of software projects greatly. However, a good project management doesn’t mean the services delivered by software company can satisfy the customers as well. The service quality would usually influence the customers’ and the users’ acceptance level toward the software, and it might therefore affect their satisfaction with the software. As a result, in this study, the customers of S Software Company were surveyed to get relevant information about their perceived importance and satisfaction with the services after the software was delivered. Questionnaires were used to collect data, and IPA (Importance-Performance Analysis) was applied for data analysis. Furthermore, in order to better understand the viewpoints of the customers with different characteristics, this study grouped them into several types, including gender, age, educational level, company location, and company capital.Through IPA, this study found that the items in "the improvement area" are mostly about the reliability of the service and software. Thus, when developing software, S Software Company should improve its stability and validity. Besides, it seems that it is not so important for S Software Company to probe into how their customers use the software. The items in "the over-supply area" are mainly about guarantee of authorization. In other words, R Software Company can pay more attention to the items in "the improvement area." Based on the findings, we suggest that R Software Company can (1) hire a specialized staff to execute the system alignment, (2) hold regular technical exchanges within the company to enhance employees’ capacity, (3) implement the mechanisms of project management, and (4) select a single field of knowledge and focus on its development.

以IPA模式分析軟體公司對使用者之服務品質 = Applying Importance-Performance Analysis to Diagnose User Service Quality of Software Company：The Case of S Corporation : 以S公司為例
廖, 彥涵

以IPA模式分析軟體公司對使用者之服務品質 = Applying Importance-Performance Analysis to Diagnose User Service Quality of Software Company：The Case of S Corporation : 以S公司為例 / 廖彥涵撰 - [高雄市] : 撰者, 2011[民100]. - 51面 ; 圖，表格 ; 30公分.
參考書目：面36-38.
專案管理Project Management

以IPA模式分析軟體公司對使用者之服務品質 = Applying Importance-Performance Analysis to Diagnose User Service Quality of Software Company：The Case of S Corporation : 以S公司為例
LDR:05309nam0a2200277 450 001 349153
005 20230402151144.0
009 349153
010 0 $b 精裝
010 0 $b 平裝
100 $a 20121126d2011 k y0chiy05 e
101 1 $a chi $d chi $d eng
102 $a tw
105 $a ak am 000yy
200 1 $a 以IPA模式分析軟體公司對使用者之服務品質 $e 以S公司為例 $d Applying Importance-Performance Analysis to Diagnose User Service Quality of Software Company：The Case of S Corporation $z eng $f 廖彥涵撰
210 $a [高雄市] $c 撰者 $d 2011[民100]
215 0 $a 51面 $c 圖，表格 $d 30公分
300 $a 參考書目：面36-38
314 $a 指導教授：楊書成博士
328 $a 碩士論文--國立高雄大學高階經營管理碩士在職專班(EMBA)
330 $a 資訊軟體產業在台灣發展至今，已經完全改變了企業的商業模式與效率，更影響每個人的日常生活及工作，現今的我們與資訊軟體已密不可分。除此之外，軟體開發的過程也逐漸走向有系統且專業的專案管理方式，透過有效率且精準的控管，讓軟體開發專案的成功率大幅的提升。但在專業手法的背後是否代表著軟體公司的服務品質是否能讓顧客滿意？且會影響所開發出來的軟體是否能夠讓企業及使用者接受，同時進而改變使用者對最終軟體產品的滿意度。因此，本研究以S軟體公司為探討對象，針對軟體交付後服務品質的感知重要性與滿意度進行問卷調查藉以收集資料，同時利用重要性－績效分析模型 (Importance-Performance Analysis; IPA)進行資料分析。此外，為了能更深入了解不同特性受測者的看法是否有所差異，本研究亦針對性別、年齡、教育程度、公司所在地、公司資本額等特性將樣本進行分群分析，以便能獲得更多的研究結果。經由IPA分析後發現，落在「加強改善區」多屬於可靠性的項目，由此可知S軟體公司在軟體開發的系統穩定性及正確性是有待加強的，導致使用者的滿意度偏低。至於S軟體公司是否要深入了解企業端的作業流程就不是那麼重要了，就分析資料來看落在「供給過度區」的項目主要都是以保證性為主，也就是說S軟體公司可將對這部分的關注程度移往加強改善區的項目。針對分析結果，本研究提出以下建議，以利S軟體公司後續改善軟體開發服務流程的重要參考依據：(1) 聘請專人執行系統調校工作；(2) 定期舉辦公司內部技術交流，以提升員工能力；(3) 落實專案管理機制；(4) 選定單一知識領域，並專注發展。 To date, IT software industry in Taiwan has completely changed the business model and the efficiency of many enterprises. It also affects our daily life and work a lot. IT software and we have been inseparable already. In addition, the development of software is gradually becoming systematic and professional. With efficient and precise project management, we can raise the success rate of software projects greatly. However, a good project management doesn’t mean the services delivered by software company can satisfy the customers as well. The service quality would usually influence the customers’ and the users’ acceptance level toward the software, and it might therefore affect their satisfaction with the software. As a result, in this study, the customers of S Software Company were surveyed to get relevant information about their perceived importance and satisfaction with the services after the software was delivered. Questionnaires were used to collect data, and IPA (Importance-Performance Analysis) was applied for data analysis. Furthermore, in order to better understand the viewpoints of the customers with different characteristics, this study grouped them into several types, including gender, age, educational level, company location, and company capital.Through IPA, this study found that the items in "the improvement area" are mostly about the reliability of the service and software. Thus, when developing software, S Software Company should improve its stability and validity. Besides, it seems that it is not so important for S Software Company to probe into how their customers use the software. The items in "the over-supply area" are mainly about guarantee of authorization. In other words, R Software Company can pay more attention to the items in "the improvement area." Based on the findings, we suggest that R Software Company can (1) hire a specialized staff to execute the system alignment, (2) hold regular technical exchanges within the company to enhance employees’ capacity, (3) implement the mechanisms of project management, and (4) select a single field of knowledge and focus on its development.
510 1 $a Applying Importance-Performance Analysis to Diagnose User Service Quality of Software Company $e The Case of S Corporation $z eng
610 0 $a 專案管理 $a 服務品質 $a 重要性－績效分析
610 1 $a Project Management $a Service Quality $a Importance-Performance Analysis
681 $a 008M/0019 $b 349908 0003 $v 2007年版
700 1 $a 廖 $b 彥涵 $4 撰 $3 518767
712 0 2 $a 國立高雄大學 $b 高階經營管理碩士在職專班(EMBA) $3 166055
801 0 $a tw $b NUK $c 20121126 $g CCR
856 7 $z 電子資源 $2 http $u http://handle.ncl.edu.tw/11296/ndltd/51310840132592190388