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    Please use this identifier to cite or link to this item: http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/52153

    Title: 導入資訊服務管理對服務品質與滿意度之影響
    Other Titles: The influence of service quality and satisfication for implementation of ITSM
    Authors: 蔡佳儒;Tsai, Chia-ju
    Contributors: 淡江大學資訊管理學系碩士班
    Keywords: 資訊服務管理;服務品質;滿意度;SERVQUAL;IT Service Management;Service Quality;satisfaction
    Date: 2010
    Issue Date: 2010-09-23 16:58:09 (UTC+8)
    Abstract: 隨著資訊科技在企業中的應用範圍逐漸廣泛,資訊服務管理(ITSM)的導入將是企業可以用以改善其資訊服務管理本質的一個解決方案,而近年來國內通過相關認證的組織機構逐漸增多,由此可見業界對此一標準架構之重視。因此本研究擬藉由實證的方式來探討組織於導入資訊服務管理(ITSM)對於資訊部門所提供的服務品質及使用者滿意度之影響。
    As the information technology has increased in enterprises with the wide range of applications, IT service management (ITSM) will be one of the solutions and will be heavily imported into business companies to improve their nature of information service management. As more business companies have successfully gained the national ITSM accreditation in the recent years, ITSM frame will become more and more important for domestic business firms in the domain of IT service management. Thus, the objectives of this study will use empirical methods to discuss the importation of ITSM among business firms and to explore the influences in the IT service quality and their users’ satisfaction.
    This study will be based on the method of SERVQUAL with its five service quality dimensions. The researcher collects relevant theories and secondary data in order to design the questionnaire. The questionnaire will be implemented for the users in the organizations with or without ITSM accreditation and will be used for further interview data collection and analysis.
    This study has measured two major theories: SERVQUAL and user satisfaction. According to the results from the SEVEQUAL, the assurance dimension has significant difference among other four dimensions (tangibility, reliability, responsiveness, and empathy). Besides, according to the results from user satisfaction, all four dimensions (information service, information system, information policy, and information service staff) are significant when the researcher measures gathered data from the organizations with or without ITSM accreditation. The research results also show that service quality has significant influences on the user satisfaction which is the same results as most researchers given in their literatures. This study would provide the further references of IT service management, service quality, and user satisfaction for future related researches.
    Appears in Collections:[資訊管理學系暨研究所] 學位論文

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