臺灣博碩士論文加值系統

Under the influence of Internet and globalization, cultural factors must be considered into information systems service quality. This research explores the relationship between widely used Hofstede’s cultural factors and PZB’s SERVQUAL, which is used to measure information systems service quality. Sample sets are divided into two parts: banking-industry and across-industries set to avoid the influence of different information systems service quality needs.
Results show that cultural factors affect information systems service quality to some extent in banking industry (P=0.907) and across industries (P=0.082) by SEM. We also use Cultural Service Quality Index to convert loadings from cultural factors. Results show that when each dimension of cultural factors gets high scores simultaneously, each dimension of information systems service quality should be emphasized in two sample sets. Suggestions to managers are also provided in the end.

Under the influence of Internet and globalization, cultural factors must be considered into information systems service quality. This research explores the relationship between widely used Hofstede’s cultural factors and PZB’s SERVQUAL, which is used to measure information systems service quality. Sample sets are divided into two parts: banking-industry and across-industries set to avoid the influence of different information systems service quality needs.
Results show that cultural factors affect information systems service quality to some extent in banking industry (P=0.907) and across industries (P=0.082) by SEM. We also use Cultural Service Quality Index to convert loadings from cultural factors. Results show that when each dimension of cultural factors gets high scores simultaneously, each dimension of information systems service quality should be emphasized in two sample sets. Suggestions to managers are also provided in the end.

CHAPTER 1 NATURE OF PROBLEMS
1.1 INTRODUCTION 1
1.2 BACKGROUND AND MOTIVATIONS 1
1.3 RESEARCH QUESTION 3
1.4 PURPOSES AND EXPECTED CONTRIBUTIONS 3
1.5 RESEARCH STEPS 5
1.6 ORGANIZATION 7
1.6 ORGANIZATION 8
CHAPTER 2 LITERATURE REVIEW 9
2.1 LITERATURE REVIEW OF SERVICE QUALITY 9
2.1.1 Definition of Quality 9
2.1.2 Definition of Service Quality 10
2.1.3 Service Quality Characteristics 11
2.1.4 Service Quality Dimensions 12
2.1.5 The User Information Satisfaction Literature 13
2.1.6 Introduction and Development of SERVQUAL 14
2.1.7 Information Systems Service Quality 24
2.2 RESEARCHES REGARDING NATIONAL CULTURE 26
2.2.1 Definitions of Culture 26
2.2.2 Dimensions of Culture 27
2.2.3 Features of the Culture 28
2.2.4 Definitions of Hofstede’s Culture Dimensions 30
2.2.5 Scopes Measuring Each Dimension 32
2.2.6 Influences of National Culture on Organizational and Individual Behaviors 33
CHAPTER 3 RESEARCH MODEL AND METHODOLOGY 38
3.1 RESEARCH MODEL 38
3.2 DEFINITION OF CONSTRUCTS 42
3.3 RESEARCH SCOPE 42
3.4 RESEARCH HYPOTHESES 43
3.5 QUESTIONNAIRE DESIGN 50
3.6 SAMPLING AND DATA COLLECTION 51
3.7 DATA ANALYSIS METHOD 52
CHAPTER 4 DATA ANALYSIS 53
4.1 DESCRIPTIVE STATISTICS 53
4.1.1 Demographic Statistics 53
4.2 DIMENSIONALITY STABILITY 54
4.3 VALIDITY ANALYSIS 59
4.3.1 Face Validity and Content Validity 59
4.3.2 Construct Validity 59
4.4 RELIABILITY ANALYSIS 69
4.5 RESULTS 71
CHAPTER 5 CONCLUSION 82
5.1 CONCLUSION 82
5.2 IMPLICATIONS FOR MANAGERS 85
5.3 RESEARCH LIMITATIONS 86
5.4 RESEARCH CONTRIBUTIONS 87
5.5 FURTHER RESEARCH 87
References 88
Appendix A: Chinese Version Questionnaire 100
Appendix B: English Version Questionnaire 105
Appendix C: Statistical Reports 111
List of Tables
Table
2.1 Service Quality Dimensions 12
2.2 Factors of Each Service Quality Dimension 18
2.3 Dimensions of Culture 27
2.4 Key Differences between Short/Long-term
Orientation Societies 32
2.5 Culture’s Influence on Organization Aspects 35
2.6 Culture’s Influence on Individual Aspects 36
3.1 Inferences of Each Relationship 43
3.2 Correlations Between Each Dimension 46
3.3 Corporate Names of Taiwan Sample Set 51
4.1 Descriptive Demographics of Taiwan Sample Set 53
4.2 Descriptive Demographics of the U.S. Sample Set 54
4.3 Goodness of Fit Indexes of each Model from
Taiwan Sample Set 55
4.4 Goodness of Fit Indexes of each Model from
the U.S. Sample Set 57
4.5 Part-Whole Correlations in Chinese Instrument 60
4.6 Part-Whole Correlations in English Instrument 61
4.7 Reliability of SERVQUAL in Taiwan 69
4.8 Reliability of Culture Instrument in Taiwan
4.9 Reliability of SERVQUAL in America 70
4.10 Reliability of Culture Instrument in America 70
4.11 Goodness of Fit (Overall Model) 71
4.12 Pearson Correlation Coefficient Matrix 72
4.13 Final Cluster Centers 75
4.14 ANOVA of Cluster Groups in Taiwan 75
4.15 Number of Cases in each Cluster 75
4.16 ANOVA of SERVQUAL 76
4.17 Goodness of Fit (Overall Model) 77
4.18 Pearson Correlation Coefficient Matrix 78
4.19 Final Cluster Centers 80
4.20 ANOVA of Cluster Groups in the U.S. 80
4.21 Number of Cases in each Cluster 80
4.22 ANOVA of each Dimension of Service Quality 81
List of Figures
Figure
1.1 Research Flow Chart 7
2.1 Conceptual Model of Service Quality 16
2.2 Extended Model of Service Quality 21
2.3 Nature and Determinants of Customer
Expectations of Service 22
3.1 Global ISF Quality Framework 40
3.2 Research Model 41
4.1 Four Factors Model in the Taiwan -
Investigation of SERVQUAL 63
4.2 Four Factors Model in the U.S. -
Investigation of SERVQUAL 64
4.3 Convergent Validity of Cultural
Instrument in Taiwan 65
4.4 Convergent Validity of Cultural
Instrument of Taiwan after Correction 66
4.5 Convergent Validity of Cultural
Instrument in the U.S 67
4.6 Convergent Validity of Cultural
Instrument of the U.S. after Correction 68
4.7 Relationship of Research Model in Taiwan 71
4.8 Relationship of Research Model in the U.S 77
5.1 Taiwan CSQI Loadings 83
5.2 The U.S. CSQI Loadings 84

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