臺灣博碩士論文加值系統

　　台灣是國際分工的工業重鎮，各產業為提升國際競爭力，紛紛致力於各種資訊系統之導入，資訊系統的導入成功與否影響經營管理的成敗。在導入過程中，顧問公司之服務品質直接影響資訊系統導入專案的成功與否。
　　本研究參考SERVQUAL量表設計出二十四項資訊顧問服務品質屬性問卷，以實際參與資訊專案者為研究與抽樣調查對象。利用敘述性統計分析、單因子變異數分析、二階段集群分析、重要表現程度分析來探討使用者特性與服務品質。
研究結果發現顧客期望服務與認知服務水準有顯著差異。對不同屬性問項，部分基本人口變數與期望、認知與服務品質有顯著差異。
　　利用集群分析分群在顧客整體服務滿意度發現結果:以倉儲管理軟體具有最高顧客滿意度；而顧客關係管理軟體之群組顧客滿意度最低。並進一步分析群組內顧客背景資料，以提供資訊顧問公司之服務行銷參考。本研究同時運用法重要表現程度分析，提供建議以確保資訊服務業能繼續保持競爭優勢。

Taiwan has been known for an important industrial place in the global collaboration. Companies in various industries have implemented suitable Information Technology Systems (ITS) one after another to improve their competition. However, the implementation result usually affects whether or not the success of future operation management can be achieved. During the conducted process, the service quality of the consultant company will directly influence if the project of conducting the ITS could be successful.

In the study, the SERVQUAL scale is the basis of designing our own ITS service quality questionnaire with 24 questions. The participants of the ITS projects are the subjects of our research and randomly surveying. To capture the traits of users and service quality, this research takes the following statistical tools for analysis: descriptive statistics, one-factor ANOVA, two-stage clustering analysis and Importance-Performance Analysis (IPA).

According to the results, we found that there is a significant difference between the expected service level and the perceived service level. To almost the questions, the expected service level, the perceived service level and the service quality are significantly different in terms of some demographic variables.

According to the results from clustering analysis, the warehouse management software got the highest rank; however, the customer relationship management software had the lowest rank, on the customer satisfaction level within the 14 customer groups. Furthermore, the result was associated with the customer’s background in order to provide useful marketing recommendations to information consultant companies in their future service provided. This research also employs IPA analysis to suggestions for the information service Industry to lead their competition.

目 錄
誌 謝 I
摘 要 II
ABSTRACT III
表 次 VI
圖 次 VIII
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究流程 3
第四節 研究限制 4
第二章 文獻探討 5
第一節 顧客滿意 5
第二節 服務品質 7
2.1 服務業的分類 7
2.2 服務品質之定義 11
2.3 服務品質模式 13
第三節 重要表現程度分析 19
第四節 資訊顧問業服務品質 21
第三章 研究方法 23
第一節 研究架構 23
第二節 研究變數定義 24
第三節 研究假設 25
第四節 研究設計 26
3.4.1問卷設計 26
3.4.2 抽樣方式 27
第五節 資料分析方法 28
第四章 資料分析 30
第一節 基本資料分析 30
第二節 信度分析 33
4.2.1信度分析 33
第三節 服務品質敘述統計分析 36
第四節 PZB服務品質 39
第五節 基本人口統計量與服務品質差異性分析 41
4.5.1「性別」對期望與認知服務品質之差異分析 42
4.5.2「職階」對期望與認知服務品質之差異分析 42
4.5.3「部門別」對期望與認知服務品質之差異分析 44
4.5.4「工作年資」對期望與認知服務品質之差異分析 47
4.5.5「產業別」對期望與認知服務品質之差異分析 49
4.5.6「公司規模」對期望與認知服務品質之差異分析 50
4.5.7「建置時間」對期望與認知服務品質之差異分析 52
4.5.8「顧問成本」對期望與認知服務品質之差異分析 57
第六節服務品質滿意度之集群分析 60
4.6.1服務品質滿意度之集群分析 60
4.6.2集群結果事後分析 62
第七節 重要表現程度分析 67
第五章 結論與建議 70
第一節 結論 70
第二節 後續研究建議 72
參考文獻 74
英文文獻 74
中文文獻 78
附錄. 80

表 次
表2－1顧客滿意定義一覽表 5
表2－2服務行為的本質與何者直接接受服務 8
表2－3服務傳送的本質及服務與顧客的關係 9
表2－4服務人員可自行裁量的程度與服務客製化的程度 9
表2－5服務受到限制與需求隨時間波動的程度 10
表2－6顧客與服務組織之間互動本質與服務輸出的地點 10
表2－7服務品質模式之比較 13
表2－8 Westbrook & Peterson企業間服務品質構面 21
表4－1基本人口分配表 31
表4－2期望與認知服務之平均數與標準差 34
表4－3因素構面信度分析表 35
表4－4各題項與整體之統計量 36
表4－5整體服務品質滿意度基本統計量 37
表4－6 服務品質缺口五之成對樣本檢定結果表 39
表4－7性別對服務品質屬性t檢定 43
表4－8職階對服務品質屬性問項之t檢定 45
表4－9部門別對服務品質屬性之檢定 46
表4－10雪費法檢定期望、認知與部門別的服務品質顯著性分析 47
表4－11工作年資對服務品質之檢定 48
表4－12雪費法檢定期望與年資的服務品質顯著性分析 49
表4－13產業別對服務品質之檢定 50
表4－14雪費法檢定期望與產業別的服務品質顯著性分析 50
表4－15公司規模對服務品質之檢定 51
表4－16雪費法檢定期望與公司規模的服務品質顯著性分析 52
表4－17專案建置時間對服務品質之檢定 53
表4－18雪費法檢定期望與建置時間的服務品質顯著性分析 54
表4－19雪費法檢定認知與建置時間的服務品質顯著性分析 55
表4－20雪費法檢定期望落差與建置時間的服務品質顯著性分析 56
表4－21顧問成本對服務品質之檢定 57
表4－22雪費法檢定實際認知與顧問成本的服務品質顯著性分析 58
表4－23雪費法檢定期望落差與顧問成本的服務品質顯著性分析 60
表4－24 十四集群在各構面之平均值 61
表4－25十四集群平均數對五個構面之變異數分析表 61
表4－26 滿意度集群之各產業與企業型態分布 62
表4－27 滿意度集群之專案時間與顧問成本之分布 63
表4－28 滿意度集群之部門與職階之分布 64
表4－29滿意集群性別與工作年資分布 65
表4－30集群分組與資訊客戶輔導軟體之整體滿意度之平均值 66
表4－31資訊顧問服務業改善分析表 68
圖 次
圖1－1研究流程圖 3
圖2－1服務品質認知連續帶 12
圖2－2 服務品質和服務行銷關係圖 16
圖2－2服務品質概念之模式 17
圖2－3 Sasser,Olsen & Wyckoff,1978 的整合服務模式 18
圖2－4 重要表現程度分析座標 20
圖3－1研究架構圖 23
圖4－1資訊顧問服務管理策略矩陣 67

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