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研究生:陳國峰
研究生(外文):Kuo-Feng Chen
論文名稱:資訊安全委外服務品質衡量之研究
論文名稱(外文):Service Quality Measurement on Information Security Outsourcing
指導教授:楊俊傑楊俊傑引用關係
指導教授(外文):Jing-Jye Yang
學位類別:碩士
校院名稱:華梵大學
系所名稱:資訊管理學系碩士班
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2007
畢業學年度:95
語文別:中文
論文頁數:118
中文關鍵詞:資訊安全委外服務服務品質
外文關鍵詞:Information SecurityOutsourcingService Quality
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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
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