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    Please use this identifier to cite or link to this item: https://tkuir.lib.tku.edu.tw/dspace/handle/987654321/111169

    Title: 以資訊服務品質滿意度為基礎探討金融業服務層級協議之研究
    Other Titles: A study of the service level agreement of financial industry based on indexes of information service quality satisfaction
    Authors: 劉惠娟;Liu, Hui-Chuan
    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;服務層級協議;ITSM;SERVQUAL;ISO 20000;Service Level Agreement
    Date: 2016
    Issue Date: 2017-08-24 23:45:41 (UTC+8)
    Abstract: 隨著金融市場自由化及國際化,金融產業面臨更大競爭激烈壓力,使得傳統的價格策略已不足應付變化迅速、競爭激烈的經營環境。企業必須以重視客戶滿意、追求服務品質的顧客服務為導向的商業時代已經來臨,這也將是企業組織賴以生存的必要條件。然而資訊科技在企業經營活動中已經由支援位階角色被提昇至策略位階角色,並且與企業營運策略緊密結合,因此企業如何提供良好資訊服務品質已經成為企業提昇競爭力重要的議題。

    With today’s liberalization and globalization of financial markets, the financial industry is facing greater competitive pressures, and traditional pricing strategies can no longer cope with the rapidly changing, highly competitive business environment. The business era has come for corporate to provide customer oriented services. Valuing customer satisfaction and pursuing service quality hava become necessary conditions for corporate to sustain. However, the role of information technology in business activities has been promoted from supporing business operations to making strategies, and is closely integrated with business strategies. Therefore, offering quality information services has become an important issue for corporate to enhance their competitiveness.

    This study aims to analyze the gap between users’ expectation, users’ experience, and information providers’ knowledge of their information service quality through discussing the relationship between the information service quality of internal information services provided by corporate and the overall information service satisfaction, in order to provide guidance on how to improve corporates’ information services quality, thereby provide a reference to corporate when they are making a Service Level Agreement. This study adopted a questionnaire survey, taking employess in the financial industry as subjects. The results showed the improvements in "reliability", "responsiveness", and "assurance" of sevice qulity aspect can effectively increase the overall information service satisfaction. After the variance analysis, this study suggests that corporate give priority to critical service indicators, including “system availability” and “problem solving time”when making a Service level Agreement. In addition, through finding out the relationship between service process and Service Level Agreement, and by interviewing with experts, this study summarized 43 information service management assessment items, such as: revocation and remedies for failed change/release, progressive incident management, backup mechanism for reply during service interrupt, and maintenance of capacity management planning procedure. The results of this study will provide corporates a basis of management of Service Level Agreement. From the above research results, the study hopes to provide the financial industry with a more comprehensive reference when developing a framework of the Service Level Agreement, facilitating a more effective information service management, and enhancing the information-based competitiveness of corporates.
    Appears in Collections:[資訊管理學系暨研究所] 學位論文

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