臺灣博碩士論文加值系統

資訊系統外包一重要趨勢，而隨著網際網路的盛行，委外資訊系統品質因素常因委外企業與承包廠商各居不同組織背景與角色而看法不一。過去資訊系統委外研究大多著重於資訊系統委外的關鍵成功因素，或客戶滿意度及客戶關係方面，而較少對委外企業與受託承包廠商雙方對資訊系統外包品質因素進行研究。本研究探討委外及承包雙方的品質因素及品質因素對於外包績效的影響，並對品質因素有差異的部分做一討論，為本研究後續研究之參考。

Information systems outsourcing is an important trend. With the the prevalence of Internet, Information systems outsourcing quality factor has different view, due to outsourcing companies and manufacturers of the Habitat contracting background and different organizations have different roles of different organizations. In the past, Information systems outsourcing research mostly focused on critical success factors of information systems outsourcing or customer satisfaction and customer relations. Less research focus on information systems outsourcing quality factor between outsourcing and contractor. This study investigated the outsourcing and contractor quality factors and it’s impact of outsourcing performance. Finally, discussed the differences between quality factor.

總目錄
中文摘要 I
Abstract II
誌謝 III
總目錄 IV
表目錄 VI
圖目錄 IX
第一章、 緒論 1
第一節、 研究背景 1
第二節、 研究動機與目的 2
第三節、 研究範圍 3
第四節、 研究程序 3
第二章、 文獻探討 5
第一節、 資訊委外 5
第二節、 資訊系統品質 11
第三節、 團隊績效 34
第四節、 品質機能展開 37
第三章、 研究架構 40
第一節、 資訊系統委外品質影響因素 40
第二節、 委外端專家構面因素意見整合 46
第三節、 承包端專家構面因素意見整合 51
第四章、 模式建構與方法論 55
第一節、 專家問卷 55
第二節、 委外端品質因素品質屋 57
第三節、 承包端品質因素品質屋 68
第四節、 評估準則權重討論 78
第五章、 結論與建議 82
第一節、 結論 82
第二節、 未來研究建議 82
參考文獻 84
附錄A-委外端專家問卷 92
附錄B-承包端專家問卷 113





















表目錄
表2-1: 資訊委外的定義 6
表2-2: 資訊委外的目的列表 7
表2-3 資訊委外之目的整理表 8
表2-4 資訊委外之功能項目整理表 10
表2-5 ISQ影響因素相關研究彙整表 13
表2-6 資訊基礎建設分類及定義 16
表2-7 資訊基礎建設相關研究彙整表 17
表 2-8 資訊基礎建設影響因素定義 17
表2-9 TQM服務品質及軟體品質比較表 20
表2-10 服務品質TQM特性定義 21
表2-11 軟體品質TQM特性定義 21
表2-12行政品質特性定義 22
表2-13 第一層級之品質特之之定義 24
表2-14 軟體品質子特徵定義 25
表2-14 軟體品質子特徵定義(續) 26
表2-14 軟體品質子特徵定義(續) 27
表2-15 資料品質屬性定義 28
表2-16 資料品質相關研究彙整表 29
表2-17 資訊品質相關研究彙總表 30
表2-18 資訊品質衡量屬性定義 31
表2-19 PZB服務品質影響因素 33
表2-20 SERVAIAL量表五構面 33
表2-21各學者相關文獻之研究彙整表 34
表 3-1 績效衡量 40
表3-2 委外端專家經歷 47
表3-3 委外端構面題數分布 48
表3-3 委外端構面題數分布(續) 49
表3-4 承包專家經歷 51
表3-5 承包構面題數分布 52
表3-5 承包構面題數分布(續) 53
表4-1 資訊系統委外因素準則表 55
表4-1 資訊系統委外因素準則表(續) 56
表4-2 資訊系統委外因素需求準則表 56
表4-3 委外端資訊系統委外因素需求表 57
表4-4委外端需求準則重要度及權重 58
表4-5 構面因素相關係數 58
表4-6 顯著相關題目群組 58
表4-7 群組題目列表 59
表4-8 專家修正後因素題項群組 59
表4-9 修正後因素題項重要度 60
表4-10 因素同意度百分比 60
表4-11 委外端構面同意度百分比 61
表4-12 評估準則相似度 61
表4-13 需求準則與評估準則相關係數 62
表4-14 中心相關矩陣 62
表4-15 委外一致性相似係數 65
表4-16 委外端一致性等級表 65
表4-17 承包端資訊系統委外因素需求表 68
表4-18承包需求準則重要度 68
表4-19 承包端B構面因素相關係數 69
表4-20 承包端B構面顯著相關題目群組 69
表4-21 承包端群組題目列表 70
表4-22 專家修正後因素題項群組 70
表4-23 承包端修正後因素題項重要度 71
表4-24 承包端因素同意度百分比 71
表4-25 構面同意度百分比 72
表4-26 承包端評估準則相似度 72
表4-27 承包端需求準則與評估準則相關係數 73
表4-28 承包端中心相關矩陣 73
表4-29承包端一致性相似係數 75
表4-30 承包端一致性等級表 76
表4-31 委外與承包權重比較表 79














圖目錄
圖1-1 本研究流程圖 4
圖2-1 Stylianou & Kumar ISQ整合模式 13
圖2-2 資訊科技基礎建設之架構圖 15
圖2-3 層級一與層級二關係圖 25
圖2-4 資料品質概念性架構 28
圖2-5 認知服務品質決定因素 32
圖2-6 Gladstein 團隊績效評估模型 35
圖2-7 Bahl 與 Dadashzadeh 團隊績效評估模型 36
圖3-1 本研究之影響因素關係圖 41
圖3-2 修正後委外方資訊系統委外品質因素 50
圖3-3 修正後承包方資訊系統委外品質因素 54
圖4-1 委外端相關矩陣(屋頂) 61
圖4-2 委外端相關係數品質屋 63
圖4-3 委外端品質屋 64
圖4-4 委外端完整分析品質屋 67
圖4-5 承包端相關矩陣(屋頂) 72
圖4-6 承包端相關係數品質屋 74
圖4-7 承包端品質屋 75
圖4-8 承包端完整分析品質屋 77

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