資訊部門服務品質與顧客滿意度關係之研究─以仁大資訊股份有限公司為例

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题名:	資訊部門服務品質與顧客滿意度關係之研究─以仁大資訊股份有限公司為例 Study in Relationship Service Quality and Customer Satisfaction─ A Case of High Performance Information Corporation
作者:	鄭凱文 CHENG, KAI-WEN
贡献者:	經營管理學系碩士在職專班
关键词:	資訊部門;服務品質;顧客滿意度 IT Department;Service Quality;Customer Satisfaction
日期:	2019
上传时间:	2019-11-11 01:08:33 (UTC+0)
出版者:	亞洲大學
摘要:	企業組織在面臨ｅ世代競爭激烈的環境下，唯有透過資訊系統的建置與施行，才能有效的協助管理者進行決策分析，為了能使資訊系統穩定且順暢的運行，企業內部的資訊部門尤其重要，資訊部門如何維持系統運作，並持續改善系統的各項功能，使其越來越方便，同時也維護公司內部的各項資訊設備運作，是公司之資訊部門最主要之工作，本研究旨在瞭解企業內部員工對資訊部門服務的滿意程度，亦即資訊部門是否有即時回應缺陷並使系統的導入有效提昇員工之工作效率，以此作為改善企業資訊部門對部門員工服務方式之參考依據。研究發現，資訊部門的服務品質為正向的，所以受訪者對於資訊部門的服務也大多都是滿意的，僅有一些較為細節的部分有可以改進的空間，本研究建議資訊部門可以維持現有的服務品質，並對於報修機制進行改進，並對於維修所耗費的時間進行分級，讓資訊部門能夠有效且快速的解決員工所遇到的問題，以提升員工在工作上的執行與效率。 In the face of fierce competition, enterprise can effectively assist managers in decision-making analysis the establishment and implementation of information systems. In order to enable the information system to operate stably and smoothly, the IT department is very critical. It is important that the IT department maintains the operation of the system and continuously improves the functions of the system to make it more convenient. It also maintains the operation of various information devices within the company. Understand the level of satisfaction of employees with the company IT department in services, that is, whether the IT department has immediate response defecting and the introduction of the system effectively improves the work efficiency of the employees, as a reference for improving the information service mode of the enterprise IT department. The study found that the service quality of the IT department is positive, so the respondents are mostly satisfied with the services of the IT department. Only some of the more detailed have room for improvement. This study suggests that the IT department can maintain the existing information. The quality of service, and the improvement of the repair mechanism, and the time spent on maintenance, so that the IT department can effectively and quickly solve the problems encountered by employees, in order to improve the implementation and efficiency of employees.
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