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研究生:余鎮宇
研究生(外文):Chen-yu Yu
論文名稱:企業資訊業務委外服務的品質與風險之探討-以某外商為例
論文名稱(外文):The Service Quality and Risk of Information Outsourcing—A Case Study on a Foreign Company in Taiwan
指導教授:廖鴻圖廖鴻圖引用關係郭明煌郭明煌引用關係
指導教授(外文):Hong-Tu LiaoMing-Huang Guo
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:2009
畢業學年度:97
語文別:中文
論文頁數:94
中文關鍵詞:資訊委外資訊委外風險資訊委外服務品質
外文關鍵詞:Information OutsourcingIT Outsourcing qualityIT Outsourcing risk
相關次數:
  • 被引用被引用:1
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  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:4
現今企業對資訊科技的需求是越來越大,即使近年來全球在經濟日漸蕭條,然而大環境的競爭壓力之下,企業的資訊部門在許多企業為營運成本的考量外包給專業的資訊服務廠商比例逐年增加。但是,資訊委外廠商品質參差不齊,而企業資訊委外策略也對企業本身潛藏著不可預知的風險。因此,在企業在進行資訊部門委外策略的同時,對於委外廠商的品質和資訊相關委外風險的議題也就更加的重要。
資訊委外的服務品質和資訊委外所帶來的風險實則為企業資訊委外時的重要考量因素,參考過去的文獻對於資訊委外風險以及資訊委外品質上的研究,大部分都在於單一資訊委外品質和成功因素的探討以及委外風險理論因子或委外風險的種類,顯少對於資訊委外的品質與風險之間的關連性進行研究。
本研究主要以文獻探討的方式整理出資訊委外品質和資訊委外風險兩個構面中的各個變數,並透過問卷調查方式,以某一金融和服務業外商探討對象,以紙本問卷直接發放方式蒐集有效問卷150份為研究樣本資訊,再以統計方法分析各變數之間的關係程度,及利用結構方程模式分析各構面的影響關係。
最後,本研究依照研究上的結果提供相關建議,本項結果也能提供作為為外服務廠商在實務上及學術上的參考, 期望對資訊委外服務品質的提昇和委外風險的降低有正面助益。
Nowadays, IT is more and more demanding for all enterprises. The slack of the global economy has changed more of the enterprises to have professional Information Outsourcing in order to maximize the returns. Yet the product of the Information outsourcing variety and differs from the strategies which they process can have unpredictable risks for the enterprises. Hence it is very important to understand the information and the quality that they provide when engaging strategies to Information Outsourcing.
The main elements that need to be considered with Information Outsourcing are the quality of the service and the possible Information Outsourcing risks. Most enterprises determine Information Outsourcing by concentrating on one particular Informational Outsourcing quality, the chance of success and the type of risks theoretically. The connection in between the quality and the risks are often less investigated. It is recommended to consult the past record of the Information Outsourcing quality and risks.
The research takes an approach by probing into historic documents to get the viable elements from Information Outsourcing quality and Information Outsourcing risks. Moreover, the research targets a certain financial institution and service provider through the method of distributed 150 valid paper questions as samples to analyze the impact to each section by utilizing structural equation.
Finally, this research provides the correlation suggestion according to the research result, this result can also provide out-sourcing services client in both the practice and the academic on reference. It is expected that the results can be used to reduce risks of out-sourcing services as well as improve the overall quality.
摘要 I
Abstract II
目錄 III
圖目錄 V
表目錄 VI
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 2
1.3 研究目的 4
1.4 研究範圍與限制 5
1.5 論文架構與研究流程 6
第二章 文獻探討 8
2.1 資訊委外的定義 8
2.2 企業資訊委外的動機 10
2.3 資訊委外的型態 11
2.4 資訊委外服務廠商能力表現 12
2.5 資訊委外風險定義 16
2.6 企業資訊委外風險種類 19
2.7 資訊委外的特性與品質衡量 21
2.8 小結 30
第三章 研究架構及研究方法 32
3.1 資訊委外流程 32
3.2 研究架構 36
3.3 研究方法 37
3.4 研究假設 51
3.5 名詞定義 55
3.6 資料分析的方法 56
第四章 研究分析及討論 57
4.1 問卷資料分析 57
4.2 人口變數統計分析 58
4.3 不同背景變項在委外品質差異之探討 59
4.4 不同背景變項在委外風險差異之探討 67
4.5 委外品質與委外風險模式 72
4.6 研究假設檢定 74
4.7 研究分析與總結 77

第五章 結論及未來研究 80
5.1 研究結論 80
5.2 研究建議 82
5.3 未來研究 83
參考文獻 83
附錄一 問卷調查表(企業資訊委外服務風險與品質調查) 91
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