臺灣博碩士論文加值系統

由於許多企業藉由導入企業資源規劃 (Enterprise Resource Planning, ERP)系統，來提高企業流程的整合效率。然而一套資訊系統的導入，也會促使資訊部門在導入過程中扮演重要的角色。相對的，各部門對於資訊部門所提供的內部服務品質也愈來愈備受重視。有鑒於此，本研究想要以企業各部門人員為內部顧客，並且有系統地探討資訊部門的內部服務品質。
本研究與A公司資訊部門員工進行初步訪談以瞭解該公司導入ERP系統的概況，再將訪談結果與SERVQUAL服務品質量表做為建構資訊部門內部服務品質量表之依據。本研究將資訊部門之內部服務品質分為「服務信賴性」、「服務關懷性」、「服務的態度」、與「資訊部門／ERP系統的品質」四大因子，共計24個項目。研究分析係透過模糊理論，將語意性措辭模糊數(fuzzy number) 轉換為明確數值 (crisp number)，並以此明確數值取代傳統的轉換值。再經由相關統計方法，以瞭解企業導入ERP系統時，各部門對資訊部門的內部服務品質之期望服務水準與實際認知是否存在顯著差異。檢定結果顯示，資訊部門的內部服務品質各項目之滿意度均低於期望程度，亦即表示資訊部門有必要持續改善進而提升整體的內部服務品質。

In order to gain more advantages over competitors, many organizations have adopted the Enterprise Resource Planning System (ERP) to integrate their current business process. However, many ERP implementation projects failed to accomplish within time and budget. As a result, the information department played a critical role in the course of a successful implementation. The objective of this study regards staffs of all departments in the organization as the internal customers to investigate the internal service quality of information department.
This study first interviewed with the staff of company A’s information department and referred to the SERVQUAL instrument to develop questionnaire. The factors of internal quality service for information department are categorized into four sections and twenty-four items. The questionnaires were conducted to all staffs in all departments of company A.
During the data analyzing, this study convert fuzzy number into crisp number by fuzzy theory and replace traditional conversion value with crisp number. The result showed the majority of staff in all departments in the company expecting a better internal service quality from their information department during ERP implementation process. The information department’s internal service quality was also unsatisfied to the majority staff in all four main quality factor scales.

摘要 iv
ABSTRACT v
目 錄 vi
表目錄 viii
圖目錄 x
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 3
1.3 研究範圍 4
1.4 研究流程 4
第二章 文獻探討 6
2.1 服務品質 6
2.2 內部服務品質 13
2.3 企業資源規劃系統 17
2.4 模糊理論 21
第三章 研究方法 26
3.1 研究架構 26
3.2 研究個案 27
3.2 資訊部門之內部服務品質量表 27
3.3 模糊語意尺度建構流程 28
3.4 資料分析方法 31
3.5 I-S Model模式 33
第四章 實證分析 35
4.1 樣本結構分佈 35
4.2 模糊語意尺度的建構 36
4.3 信度與效度分析 40
4.4 期望服務水準與認知服務品質之分析 41
4.4 不同部門對內部服務品質期望程度差異分析 49
4.5 不同部門對內部服務品質認知程度差異分析 54
4.6 各部門之重視項目分析 58
4.7 I-S Model模式 64
4.8傳統數值與模糊轉換數值之比較分析 65
第五章 結論 67
5.1 研究結論 67
5.2 研究建議 68
5.3 後續研究建議 69
參考文獻 71
附錄A：資訊部門內部服務品質之研究 77

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