臺灣博碩士論文加值系統

本研究旨在探討資訊服務業的核心能耐，並建構其管理機會方格。經由相關文獻回顧以及焦點小組討論，歸納出資訊服務業的四個核心能耐構面:「產品構面」、「服務構面」、「專業構面」及「未來構面」。並進一步發展出 23 題核心能耐屬性問項，最後形成本研究之問卷的調查題項。
本研究透過資訊服務業者所認知之服務重要性程度與企業服務表現滿意度，建構資訊服務業的管理機會方格。以主要服務台灣、中國地區資訊服務業者I公司為個案公司，採取立意抽樣方法，在104年11月24日至105年3月15日之期間內，發出80份外部顧客問卷，收回的67份問卷中，其中有8份為無效問卷，59份有效問卷；發放40份內部員工問卷，全數收回且皆為有效問卷。共發出120份問卷，回收107份問卷，回收率達89%。
研究發現顧客認為I公司最重要的核心能耐構面為「服務構面」及「產品構面」。在內外部比較分析中，顧客認知前十項重要的核心能耐，有4項落在名符其實的區塊中，分別是「本系統可運用雲端服務，讓您可以掌握即時訊息」、「提供完整的即時看板功能，實現貴公司管理和資訊即時聯動機制，提升工廠管理的效益」、「擁有專業的企業顧問團隊，提供貴公司企業諮詢並有效的解決當前貴公司遭遇的問題」，以及「系統擁有強大的資安防護能力，並通過中華電信研究院資安驗證，讓您不會有資料外洩的疑慮」。而另外六項位在其他區塊的題項，是I公司須立即去改善或是精進的部分，以確保顧客認知重要的核心能耐亦得到同等的滿意程度，以提升I公司整體的滿意度，也給I公司對未來的策略佈局有參考之依據。

The purpose of this research is to investigate the core competencies and construct the management opportunity grid (MOG) of information service business. The researcher synthesizes related literature, focus group discussion, and practitioners'' viewpoints to conclude the following four dimensions of core competence: production, service, profession, and future. These four dimensions are then employed to develop 23 items of ability attributes, being the questionnaire contents of this study.
This research has established the management opportunity grid of information service business through investigating customers’ awareness of importance and satisfaction degree on service performance. A case study of “I” corporation, which the main service provided in Taiwan and China. From 104/11/24 to 105/3/15, the customer questionnaires were issued, were issued by convenience sampling of 80 questionnaires and collected 67 questionnaires, 8 removed invalid samples, 59 valid samples, the effective response rate was 87%. The stuff questionnaires were issued, 40 questionnaires and collected all questionnaires. Total were issued 120 questionnaires and collected 107 questionnaires, the recovery rate was 89%.
The study found out that customers thought the core capability were “service” and “production”. In SIPA, there are 4 items of customers thought top 10 core capability in the truly block: "The system can use the cloud service, so you can acquire instant message", "provides a complete real-time Kanban functions, to achieve the Company''s management and information immediate linkage mechanism, improve plant management effectiveness", "professional business consultant team to provide your company business advice and effective solutions to current problems your company encountered ", and" the system has a strong information security protection, and through the China Academy of telecommunications Research of information security authentication, so you do not have data leakage concerns. ". The other six items in questions of other blocks, is the company I shall immediately go to improve or sophisticated part to ensure that customer perception important core capability also receive the same level of satisfaction, in order to enhance the company''s overall satisfaction of company I, also gave the company''s strategy for the future layout of informational basis.

第一章 緒論 1
第一節 研究動機與背景 1
第二節 研究問題與目的 2
第三節 研究範圍與產業特性 3
第四節 論文章節安排 4
第二章 文獻回顧 5
第一節 企業競爭策略與核心能力 5
第二節 管理機會方格 8
第三章 研究方法 12
第一節 個案公司簡介及競爭者 12
第二節 資料蒐集與焦點小組討論 12
第三節 問卷內容設計與衡量方式 13
第四章 實證結果與討論 16
第一節 敘述性統計與樣本特性 16
第二節 I公司核心能力 18
第三節 I公司之管理機會方格 19
第四節 I公司之內外部顧客同步比較分析矩陣 24
第五章 結論與建議 29
第一節 研究結論 29
第二節 理論與實務意涵 32
第三節 研究限制與後續研究建議 33
參考文獻 35

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