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題名 | 資訊系統服務品質之研究=A Study on Information Systems Service Quality |
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作者 | 皮世明; 許通安; | 書刊名 | 技術學刊 |
卷期 | 15:3 2000.09[民89.09] |
頁次 | 頁373-380 |
分類號 | 312.12 |
關鍵詞 | 資訊系統服務品質; 內部行銷; 使用者特性; Information systems service quality; Internal marketing; User characteristics; |
語文 | 中文(Chinese) |
中文摘要 | 過去對於資訊系統的評估,主要係針對系統品質與資訊品質進行衡量;然而,隨著行銷觀念日趨重要,資訊部門更需要從服務品質的觀點出發,從產品的發展者與操作管理者變成服務的提供者,努力提昇使用者對於資訊系統服務的評價。本文系針對使用者的不同特性,進行資訊系統服務品質的探討。研究結果發現性別、年齡及教育程度等人口統計變數具有顯著影響;而使用者的過去經驗及彼此交換訊息的口碑也是影響資訊系統服務品質的重要因素。 |
英文摘要 | In the past, the evaluation of information system (IS) mostly focused on system quality and information quality. However, with the increasing importance of the marketing orientation concept, IS departments should consider other perspectives regarding service quality. IS departments have to expand their roles from product developers and operations managers to become service providers, such that, they can enhance an IS user’s evaluation of IS services. In this paper, we focus on the relationship between user characteristics and IS service quality. The research findings indicate that gender, age, and amount of education will influence a user’s evaluation of IS services. Besides, a user’s past experience and word-of-mouth communications also have significant important effects on IS service quality perception. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。