臺灣博碩士論文加值系統

企業對資訊科技依賴日深，因而資訊安全問題也愈顯重要，尤其是Internet的使用，更加深了對資訊安全的威脅。資安是一專門的領域，涉及技術、人員與設備等因素，在成本及能力等方面的考量下，多數企業採取委外方式。但，服務品質的掌控實則為企業資訊安全委外時的重要考慮因素，企業愈來愈重視自己的權益，因而，獲取高水準的服務品質成為目前資訊安全服務委外的重要課題之一。

在激烈的競爭環境中，提供高品質的服務也是經營成功的關鍵因素之一，而服務品質之良窳，消費者的評價是一個重要的因素。目前對於資訊安全委外服務品質量度之研究並不多。本研究以 SERVQUAL 服務品質衡量模式為基礎，並以資訊安全標準BS 7799為品質構面建構之依據，建立資訊安全服務品質測試量表，透過量表構面驗證的遞迴程序，並經由因素分析，建構出「資訊安全委外服務品質評估準則」，共有「安全性」、「可靠性」、「有效性」、「反應性」、「技術性」、「有形性」，以及「關懷性」等 七 個構面及 27 項評估準則的量表，可作為組織規劃資訊安全委外之參考。本項結果也能提供資訊安全服務相關業者的參考，以期對資訊安全委外服務品質的提昇有正面助益。

Due to heavy dependence on Information Technologies and Internet in many business operations, Information Security has become one of the major concerns for enterprises. However, any factors, such as technology, personnel, equipment and cost, especially the requirement of security expert, have made businesses decided to outsource their information security activities.

Nevertheless, the situation of unable to control the quality of vendor’s service makes many enterprises hesitated in the decision of outsourcing their security tasks. It has become a common awareness in businesses to get higher service quality from their service providers. So it is a main topic for those security service providers to improve their service qualities.

In this highly competitive business environment, to provide high-quality service is a crucial factor to success. However, how to define service quality lies on the hands of customers. Although there are many researches on service quality in general and information service in specific, few studies were given on information security service quality.

In viewing of the situation, we develop a service quality model for outsourcing information security, based on the service quality model SERVQUAL and BS 7799 Standard. Questionnaire was developed and data was collected from companies outsourcing their security. To refining our model, we use a statistical recursive procedure and also use factor analysis to analyze data. The final service quality model has seven factors, including security, reliability, effectiveness, responsiveness, tangibles, technology-oriented, and empathy, and comprises 27 measurement criteria. We think not only can this service quality model provide enterprises guidelines in their strategies formulate on outsourcing their information security, also it can provide useful suggestions to information security service providers.

誌謝
摘要
ABSTRACT
目錄
表錄
圖錄
一、 緒論
1.1 研究背景
1.2 研究動機
1.3 研究目的
1.4 研究流程
二、文獻探討
2.1 資訊安全
2.1.1 資訊安全的定義
2.1.2 資訊安全的重要性
2.1.3 資訊安全的威脅來源
2.1.4 資訊安全作業
2.1.5 資訊安全管理
2.1.6 資訊安全的實施方式
2.1.7 資訊安全服務的評估準則
2.2 委外服務
2.2.1 委外的定義
2.2.2 委外的目的與預期效益
2.2.3 委外的決策模式
2.2.4 資訊服務委外
2.2.5 資訊安全委外及應用趨勢
2.2.6 資訊安全委外可行性
2.3 服務品質及其衡量
2.3.1 服務品質之定義
2.3.2 服務品質模式
2.3.3 服務品質的構面
2.3.4 服務品質的衡量
三、研究與方法
3.1 研究架構
3.2 服務指標構面建立
3.3 服務指標項目歸納
3.4 研究假設
3.5 問卷設計
3.6 研究對象
四、資料分析
4.1 原始問卷信度與效度分析
4.2 人口變數統計分析
4.3 問卷精簡過程
4.4 研究假設檢定
4.5 精簡後量表之探討
五、結論與建議
5.1 研究結論
5.2 研究限制
5.3 後續研究建議
參考文獻

呂怡緯（1999），「入口網站服務品質之研究－以搜尋網站為例」，國立台灣科技大學管理研究所企業管理學程碩士論文。
李順仁、葉乃菁(2004)，「網路安全理論與實務」，文魁資訊。
林雅琦（2003），「探討不同組織文化下影響台灣中小企業外包程度之關鍵因素」，國立成功大學工業管理科學系碩士論文。
洪世揚(2001)，「理財網站線上服務品質之研究-以理財網站為例」， 國立台灣科技大學企業管理研究所碩士論文。
洪國興、季延平、趙榮耀(2003)，「資訊安全評估準則層級結構之研究」， Journal of Library and Information Science 。
徐樁輝(1997)，「網路網路線上服務品質評估模式之探討」，台灣科技大學企業管理研究所碩士論文。
張慧莉(1997)，「資訊系統委外成功因素之探討－以我國海關為例」，臺灣大學資訊管理研究所碩士論文。
陳永裕(1993)，「銀行業資訊安全管理之研究」，私立東海大學企業管理研究所碩士學位論文。
陳郁雯(2000)， “「外包」，再造競爭優勢” ，人力發展月刊第75期。
新村敏，楊平吉 (1988) 編譯，「外包業務管理」，台華工商圖書出版公司。
楊淑鈞、丘宏昌、張文華(2000)，「電子商務服務品質與顧客購買意願關係之研究」，2000 International Conference on the theories and practices of Electronic Commerce。
蘇雲華(1996)，「服務品質衡量方法之比較研究」，國立中山大學企業管理研究所博士論文
Arnett, K.P. and M.C. Jones, “Firms that Choose Outsourcing : A Profile,” Information & Management, No, 26, 1994, pp.179-188.
Avizienis, A. et al., Basic Concepts and Taxonomy of Dependable and Secure Computing, IEEE Transactions on Dependable and Secure Computing, Vol.1, No.1, 2004, pp.11~33, IEEE.
Bitner, M. J., Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses, Journal of Marketing, 54, April, 1990. pp. 69-82.
Bowen, W., “ The puny payoff from office computers”, Fortune, May 1986, pp.20-24 CDC, “ CAI Design and Development: A Course in the Create Curriculum ”, Control Data Corporation, 1978.
Brown, T. J., Churchill, G. A. and J. P. Peter, "Research Note: Improving the Measurement of Service Quality," Journal of Retailing, 69, 1993, pp. 127-141.
BS7799 Part I/ISO/IEC 17799 ,” Code of Practice for Information Security Management System ”.
Carman, J., Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions, Journal of Retailing, 1990, 66:1, 33-55.
Charles, L.G. and J. Essinger, Inside outsourcing/the insider's guide to managing strategic sourcing, N. Brealey Pub.,Naperville, 2000.
Clark, T.D., Zmud, R.W. and McCray, G.E.. The Outsourcing of Information Services: Transforming the Nature of Business in the Information Industry. Journal of Information Technology, 1995, pp. 221-237.
Corbett, M. F., ”Outsourcing as a strategic tool,” Canadian Business Review, Vol. 23, No. 2, 1996 , pp. 14-16.
Cronin, J. Joseph, Jr. and Steven A. Taylor , "Measuring Service Quality: A Reexamination and Extension", Journal of Marketing, 56, 1992, pp. 55-66.
Daniel A. Menasce, "QoS Issues in Web Services," IEEE Internet Computing, Volume 6, Issue 6, Nov/Dec 2002, pp.72-75.
Gary Hamel and C. K. Prahalad, (1990) "The Core Competence of the Corporation", Harvard Business Review, vol. 68, no. 3, May-June 1990, pp 79-93.
Gilley,K.M. and A. Rasheed, “Making More by Doing Less:An Analysis of Outsourcing and its Effects on Firm Performance,”Journal of Management,Vol.26,No.4, 2000 , pp.763-790.
Gronroos C., A Service Quality Model and Its Marketing Implications, 1984,European Journal of Marketing, pp.40.
Grover, V., Cheon, M.J. and J. Teng, “The Effect of Service Quality and Partnership on the Outsourcing of Information System Function, “ Journal of Management Information System, Vol. 12, No.4, 1996, pp.89-116.
Grover, V and J. Teng, “The Decision to Outsource Information System Function,” Journal of System Management, Nov 1993, pp. 34-38.
Grover, V., Cheon, M.J. and J. Teng, “A descriptive Study on the Outsourcing of Information System Function,” Information & Management, Vol 27, 1994, pp.33-44.
Hair, J. F., R. E. Anderson, R. l. Tatham and W. C. Black , Multivariate Data Analysis with Readings, 6th Ed., NY: MacMillan, 1992.
Holmes, E.M. and J.E. Kurt, “A Methodology for Managing Information – Based Risk, ”Information Resources Management Journal, 1996, pp. 17-24.
Hubbard, C.M., “How to Make That Tough Outsourcing Decision Word for You,” Facilities Design and Management, Jul. 1993, pp. 46-49.
Icove, Seger, and VonStorch, Computer Crime – A Crimefighter’s Handbook, California, CA : O’Reilly & Associates, 1995.
ISO, (2004), Information technology - Security techniques – Management of information and communications technology security – Part 1: Concepts and models for information and communications technology security management, ISO/IEC 13335-1:2004, ISO.
ISO, (2005), Information technology – Security techniques - Code of practice for information security management, ISO/IEC 17799:2005-06-15, 2.6,pp.1, ISO。
Jeffay, P. G., “Building societies and strategic sourcing: Strategic : Criteria and dynamics,” The Service Industries Journal, Vol. 17, 1997, pp.397-412.
Jensen , J. B. and Markland, R. E., Improving the Application of Quality Conformance Tools in Service Firms, Journal of Services Marketing, Vol 10, No. 1, 1996, pp. 35-55.
Kaplan, J. Outsourcing Trends-A Matter of Perspective? Business Communications Review, 46-50, Aug, 2003.
Karen, D.L., Houston, H.C. and E.W. Mellerrill, "Threates to Information Systems: Today’s Reality, Yesterday’s Understanding," MIS Quarterly, 1992, pp. 173-186.
Kettinger, W. J., and Lee, C. C., and Lee , S. Global Measures of Informations Service Quality ：A Cross-National Study,Decision Sciences, 26：5,1995, pp. 569-588.
Kettinger, W. J., and Lee, C. C. Perceived Service Quality and User Satisfaction with the Information Service Fuction, 1994, pp.737-766.
Kittinger, William J.; Lee, Choong C. , “Pragmatic Perspectives On The Measurement Of Information Systems Service Quality” , MIS Quarterly, Jun 1997, Vol. 21 Issue 2, pp.223.
Ko de Ruyter et al, “Merging service quality and service satisfaction”, Journal of Economic Psychology, 1997, P384~406.
Kotler, Philip, Marketing Management. Englewood Cliffs, NJ: Prentice Hall, 1996.
Lee, J., Huynh, M.Q., Chi-Wai Kwok, R. and Pi, S., “IT Outsourcing evolution – Past, Present, and Future.” , Communications of the ACM, Volume 46 , Issue 5 ,2003 , pp 84-89
Lever, S., “An analysis of managerial motivation behind outsourcing practices in human resources,” Human Resource Planning, Vol. 20, No. 2, 1997, pp. 37-47.
Loh, L. and Venkatraman, N. "Diffusion of Information Technology Outsourcing: Influence Sources and the Kodak Effect," Information Systems Research, Vol. 3, No. 4, 1992, pp. 334-358.
Luftman, J.N. Competing in the Information Age: Strategic Alignment in Practice. New York: Oxford University Press, 1996.
McDaniel, George, ed. IBM Dictionary of Computing. New York, NY: McGraw-Hill, Inc., 1994.
Meyer, N. Dean. "A Sensible Approach to Outsourcing: The Economic Fundamentals." Information Systems Management. Fall 1994.
Moore , J., “Outsourcing plant automation in a dicey proposition,” Instrument Society of America, Vol. 45, No. 10 , 1998 , pp. 235-245.
Muren, S., “Outsourcing, Organization Competitiveness, and Work,” Journal of Labor Research, 1997, pp.23-48.
National Security Telecommunications and Information Systems Security Instruction (NSTISSI) No. 4009, 5 June 1992, National Information Systems Security (INFOSEC) Glossary.
Nunnally, J. C., “Psychometric Theory”, McGraw-Hill Book Company. New York, NY, 1967.
Nunnally, J. C. and I. H. Bernstein, Psychometric Theory 3rd ed., New York: McGraw-Hill, 1994.
Parasuraman, A., Leonard Berry, and Valarie Zeitham," A Conceptual Model of Services Quality and Its Implications for Future Research," Journal of Marketing, 49(Fall), 1985, 41-50.
Parasuraman, A., Zeithaml, V.A., and Berry, L.L., “Refinement and Reassessme of the SERVQUAL Scale”, Journal of Retailing, Vol.67, No.4,1991, pp.448-449.
Parasuraman,A., Berry,L.L. & Zeithaml,V.A., “The Nature and Determinants of Customer Expectations of Service”, Journal of the Academy of Marketing Service, Vol.21, No.1, 1993 , pp.1-12.
Parasuraman , V.A. Zeuthaml and L.L. Berry, Alternative Scales for Measuring Service Quality: A Comparative Assessment Based on Psychometric and Diagnostic Criteria, Journal of Retailing, Vol. 70, 1994b, pp. 201-230.
Perry, C. R., “ Outsourcing and Union Power,” Journal of Laber Research, 1997, pp. 521-534.
Pitt, L. F., Watson, R. T., and Kavan, C. B. “Service Quality: A Measure of Information Systems Effectiveness,” MIS Quarterly (19:2), June 1995, pp. 173-187.
Poppo, L. and Zenger, T. Testing Alternative Theories of the Firm: Transaction Cost, Knowledge-Based, and Measurement Explanations for Make-or-Buy Decisions in Information Services. Strategic Management Journal, Vol. 19, No.9 , Sep. 1998, pp.853-877.
Prahalad, C.K and G. Hamel , “The core competence of the corporation,” Havard Business Reviews, 1991 , pp. 79-91.
Quinn, J.B., Leveraging Knowledge and Service Based Strategies through Outsourcing, Intelligent Enterprise, Free Press, 1992.
Sasser E. W., Olsen P. R. ＆D. D. Wyckoff, “Management of Service Operation” , New York, 1978, pp.177.
Sharpe, M., “Outsourcing, organizational competitiveness and work,” Journal of Labor Research, Vol. 18, No. 4, 1997, pp. 535-549.
Smith, M. “Computer Security – Threats, Vulnerabilities and Countermeasures,” Information Age, Oct. 1989, pp.205-210.
Stein,H.F., “Death Imagery and the Experience of organization downsizing or, Is your name on Schindlers list,” Administration and Society, Vol. 29, No. 2, 1997, pp. 222-247.
Straub, D. W. ,Validating Instruments in MIS Research. MIS Quarterly, 13(2),1989, pp.147-169.
Teng, J., Cheon, M.J. and V. Grover, “Decision to Outsource Information System Function: Testing A Strategy – Theoretic Discrepancy Model, “ Decision Sciences, Vol. 26, No. 1, 1995, pp. 75-103.
Van Dyke, T. P., Kappelman, L. A., and Prybutok, V. R. “Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire,” MIS Quarterly (21:2), June 1997, pp.195-208.
Wang Ming, “Assessment of E-Service Quality via E-Satisfaction in E-Commerce Globalization,” The Electronic Journal on Information Systems in Developing Countries, 11(10), 2003, pp. 1-4.
Wen Ding and William Yurcik , A Game Theoretic Economics Framework to understanding the Information Security outsourcing Market , jun, 2005.
Wortzel, R., “New Life Style Determinants of Women’s Food Shopping Behavior”. Journal of Marketing, Vol. 43, 1979, 28-29.
Xie M., Wang H., TN Goh, Quality dimensions of Internet search engines, Journal of Information Science, 1998.