國安單位資訊服務品質評估之研究

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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。本研究採用問卷調查法及深入訪談方式，以我國安單位為對象進行調查，回收資料運用敘述統計、信度檢驗及差異檢定等方法進行分析。研究結果顯示，相關檢核工具評估結果具有一致性及相關性，均適用於瞭解國安機關資訊服務管理現況；而針對資訊服務品質落差與不足之現況，亦透過專家訪談釐清其現存問題，包含：資訊服務工作績效敘獎制度、高層承諾與支持、教育訓練、人力資源與專業度不足等項，並提出改進建議如：資訊服務人員經管制度特別化、修訂資訊服務工作與績效敘獎機制、全體人員深化資訊服務觀念、健全管理機制、適當的人力配置、提供必要的專業訓練及明確責任區分等措施。 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:	[Graduate Institute & Department of Information Management] Thesis

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