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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/105516

    Title: 國安單位資訊服務品質評估之研究
    Other Titles: The study of assessment of information service quality for national security government organization
    Authors: 陳昌威;Chen, Chang-Wei
    Contributors: 淡江大學資訊管理學系碩士在職專班
    蕭瑞祥;Shaw, Ruey-Shiang
    Keywords: 資訊服務管理;滿意度;ISO20000;SERVQUAL;ITSM;satisfaction
    Date: 2015
    Issue Date: 2016-01-22 14:58:03 (UTC+8)
    Abstract: 本研究旨在針對未導入資訊服務管理相關標準、且依多年自身經驗發展管理機制之國安機關,探討經業界專家設計用以衡量資訊服務管理、資訊服務滿意度之檢核工具,對該組織的適用性,並從中分析管理現況及提出策進建議,藉此提供欲進行相關評估或改善服務之機關作為參考。
    In this study, we take one of the departments of Ministry of state security, which yet has not implemented any IT service management system, as our case study. By measuring the status quo of IT service management and user satisfaction degrees of information service with associated assessment tools, we try to understand the current IT service level, to find out what can be improved, and to evaluate the assessment tools appropriate or not for the specific organization.
    The research method is questionnaire survey. The analysis of the different survey data revealed the same conclusion about the IT service of the organization. By measuring the satisfaction factor, we can find the gap of IT service consumer and provider, and pros and cons of the service. The results of this study indicates obstacles are rewarding system of service management, lack of training, manpower, and supports from top executives. With adequate information management manpower disposition, career system, rewarding system, training, definite policies, and cognition development of importance of the management for all staff, the information management of the organization would be better.
    Appears in Collections:[資訊管理學系暨研究所] 學位論文

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