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.