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研究生:阮權英
研究生(外文):Nguyen Quyen Anh
論文名稱:A satisfaction study on using IT service management software – Exemplified by service desk manager used in FIS-Service, Vietnam
論文名稱(外文):A satisfaction study on using IT service management software – Exemplified by service desk manager used in FIS-Service, Vietnam
指導教授:董信煌董信煌引用關係
學位類別:碩士
校院名稱:樹德科技大學
系所名稱:資訊管理系碩士班
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:2014
畢業學年度:102
語文別:英文
論文頁數:52
中文關鍵詞:SM softwareUser SatisfactionIS Success Model
外文關鍵詞:SM softwareUser SatisfactionIS Success Model
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  • 點閱點閱:111
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SM (full name is Service Desk Manager) is a popular software in the world that are used in companies specializing in the field of IT and IT-Services. For each separate company, SM software will be customized to fit, compatible with the type of company activities. Currently, the FIS-Service is using SM software to manage and operate the company.
The research explored the element of user’s satisfaction with using SM software in the FPT IS Services Company.
The results of the thesis are helpful for suggest, recommend measures to improve the satisfaction of users for software; improve develop software more positive efficient with the enterprise.


SM (full name is Service Desk Manager) is a popular software in the world that are used in companies specializing in the field of IT and IT-Services. For each separate company, SM software will be customized to fit, compatible with the type of company activities. Currently, the FIS-Service is using SM software to manage and operate the company.
The research explored the element of user’s satisfaction with using SM software in the FPT IS Services Company.
The results of the thesis are helpful for suggest, recommend measures to improve the satisfaction of users for software; improve develop software more positive efficient with the enterprise.


ABSTRACT i
Acknowledgements iii
Table of Contents iv
List of Table vi
List of Figures vii
Abbreviations viii
Chapter 1 Introduction 1
1.1. Research background 1
1.1.1 Development status of Information technology in the World 1
1.1.2 Development status of Information technology in the Vietnam 3
1.1.3 Introduction FPT Corporation (FPT) 5
1.2. Research Motive 9
1.3. Research Purpose 9
1.4. Research Procedure 9
Chapter 2 Literature review 11
2.1. SM (Service Desk Manager) 11
2.2. User satisfaction 13
2.3. IS Success Model 14
2.3.1. Information System Success Model (DeLone& McLean) 14
2.3.2. Information quality 16
2.3.3. System Quality 17
2.3.4. Service Quality 18
Chapter 3 Research Method 19
3.1. Research Model 19
3.1.1. Design model 19
3.1.2. Research Hypothesis 22
3.2. Measurement of Variables 23
3.3. Sample 26
3.4. Tool development 26
3.4.1. Question Design 26
3.4.2. Pilot study 27
3.4.3. Data collection 27
3.4.4. Reliability 28
3.4.5. Validity 28
Chapter 4 Data Analysis 30
4.1. Sample Description 30
4.2. Descriptive statistics 31
4.3. Reliability and validity 34
4.3.1. Reliability measurements 34
4.3.2. Factor Analysis 35
4.4. Hypothesis Test 37
4.4.1. Correlation Analysis 38
4.4.2. Regression Analysis 39
4.5. Discussion 41
Chapter 5 Conclusion 43
5.1. Findings and contribution 43
5.2. Managerial Implication 44
5.3. Future Research Suggestions 44
Reference 45
Appendix A RESEARCH QUESTIONAIRE 45


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