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研究生:吳浩偉
研究生(外文):Hao-wei Wu
論文名稱:客戶服務資訊系統使用效益之研究
論文名稱(外文):A Study on the Benefits of Using Customer Service Information Systems
指導教授:廖鴻圖廖鴻圖引用關係
指導教授(外文):Horng-Twu Liaw
學位類別:碩士
校院名稱:世新大學
系所名稱:資訊管理學研究所(含碩專班)
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:2008
畢業學年度:97
語文別:中文
論文頁數:115
中文關鍵詞:客戶服務資訊系統系統品質資訊品質服務品質客服人員滿意度
外文關鍵詞:quality of systemquality of informationquality of servicethe level of contentment in customer service
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  • 被引用被引用:2
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隨著科技的日新月異與工商業經濟的蓬勃發展,市場已由土地、資本及技術的競爭轉向以知識服務為基礎的競爭時代,而服務業強調服務的品質與顧客的滿意度,客服中心(Call Center),便是拉近與客戶維繫間之關係與提升服務品質之重要橋梁。
本研究將焦點擺放在身為客服中心重要角色的客服人員與客戶服務資訊系統,遂以 (McLean and DeLone 2003) 所提出之資訊系統成功模式為基礎,探討客服人員對客戶服務資訊系統認知中的「系統品質」、「資訊品質」及「服務品質」等項目與「客服人員滿意度」及「客服人員績效」之間是否存在相互影響及反饋關係。將以問卷之方式收集客服人員的主觀評量,輔以實地檢視客服人員操作客服系統與深度訪談。
本研究主要發現如下所述:
一、「系統品質」、「資訊品質」、「服務品質」對「客服人員滿意度」有顯著之影響。
二、「系統品質」、「資訊品質」、「服務品質」對「客服人員績效」有顯著之影響。
三、「客服人員滿意度」對「客服人員績效」有顯著之影響。
本研究的相關發現,可以提供客服中心的系統建立及管理規劃者,作為提升客服中心服務品質之參考依據。
According to the progressing advances in technology with each passing day and
the remarkable developments in industry and commerce, the market becomes an area of competition that based on the service of knowledge against the lands, capitals and techniques. However, the service sectors focus on the quality of service and the level of the customs’ contentment. Call Center plays an important role in raising the quality of service and getting those customs’ connections closer.
The study investigated the information systems of Customer Service as the important role in service center. Consequently, we use the successful model of information system that McLean and DeLone put forward as the foundation to discuss perspectives of customer service about some issues like "quality of system", "quality of information", and "quality of service". We would like to know if there exists some influence between "the level of contentment in customer service" and "the performance of customer service" including the relation of feedback. We will collect the subjective judgments about the customer service by the questionnaire and examine how they operate the system also accompany with deeply interview.
The result of study shows that: (a) "quality of system", "quality of information", and "quality of service" are significantly correlated with the “the level of contentment in customer service”; (b) "quality of system", "quality of information", and "quality of service" are significantly correlated with the “the performance of customer service”; (c) "the level of contentment in customer service" is significantly correlated with the "the performance of customer service" The findings can provide the system builder and plan manager of customer center, to promote the quality of service.
誌 謝 I
摘 要 II
Abstract III
目 錄 IV
表目錄 VII
圖目錄 IX
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 3
1.3 研究目的 3
1.4 研究流程 4
1.5 研究範圍 6
第二章 文獻探討 7
2.1 客服服務中心之系統與功能 7
2.2 資訊系統效能的基礎理論 9
2.2.1 資訊系統效能的涵義 9
2.2.2 資訊系統效能的發展模式 10
2.2.3 衡量構面指標 16
2.3 資訊品質 19
2.4 系統品質 21
2.5 服務品質 24
2.6 客服人員滿意度 27
2.7 客服人員績效 30
第三章 相關理論、模式與研究 33
3.1 客服中心 33
3.2 服務品質衡量模式 39
3.3 客服系統的服務品質 41
3.3.1 SERVQUAL 量表 48
3.3.2 SERVPREF 量表 51
3.3.3 Non-Difference 量表 52
第四章 研究架構與研究設計 53
4.1 研究架構與假設 53
4.1.1 研究架構 53
4.1.2 研究假設 54
4.2 研究對象 55
4.2.1 個案公司介紹 55
4.3 研究變數與操作型定義 57
4.4 資料收集方法 67
4.5 資料分析方法 68
4.5.1 敘述性統計分析 68
4.5.2 信度與效度分析 68
4.5.3 因徑分析 68
第五章 研究結果與分析 70
5.1 問卷回收與分析 70
5.1.1 問卷回收情形 70
5.2 基本資料分析 71
5.2.1 樣本個人基本資料特性 71
5.3 信度分析 74
5.4 因徑分析 80
5.4.1 客服人員滿意度與客戶服務資訊系統間之因徑關係 80
5.4.2 客服人員績效與客戶服務資訊系統間之因徑關係 81
5.4.3 客服人員滿意度與客服人員績效間之因徑關係 82
5.4.4 結果整理 83
5.5 研究假說檢定 86
第六章 結論與建議 89
6.1 研究結論 89
6.2 後續研究建議 91
參考文獻 93
附錄一 正式問卷 101
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