影響資訊系統服務品質的因素研究

Factors Influencing Information Systems Service Quality

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，找出資訊系統使用者對於服務的期望與感受。本研究以涉入理論為基礎，結合資訊系統服務品質的間隙模式，透過理論的解釋與推導，建構出影響資訊系統服務品質的分析模式。研究結果發現，「資訊部門的顧客導向」將會顯著提昇使用者對於資訊系統服務的感受，進而影響其對資訊系統服務品質的評價。而使用者的「過去經驗」、「個人需要」與「口碑」，不僅直接影響使用者的期望，同時也將透過「使用者涉入」的中介效果達到影響。另一方面，本研究亦探索了幾個有趣的研究議題，包括：（1）直接測量與間隙測量的比較；（2）「期望服務」、「所感受到的服務」與「服務品質」的關係探索；（3）不同使用者群的差異分析。研究結果發現，對於資訊系統服務品質的直接測量，比間隙測量的方式具有更佳的模型效果；而「期望服務」不僅會直接影響到「服務品質」，同時也會藉由「所感受到的服務」的中介效果影響到「服務品質」。至於在使用者方面，不同使用者群對於資訊系統服務品質的評價的確存有差異。

In the past, the information systems (IS) assessment focused on system quality and information quality. However, with the increasing importance of the marketing orientation, the IS departments should consider more points of view about service quality, and they also should try to find out users’ expectations and perceptions of IS. This paper proposed an analytical model based on involvement theory and IS service quality gap model. The research finding indicated that customer orientation of IS department will positive affect users’ perceptions of IS, and it will affect users’ evaluation to IS service. Users’ past experience, personal need, and word of mouth communication will direct and indirect (the mediating effect of user involvement) affect users’ perceptions, and they will affect users’ evaluation to IS service. On the other hand, this paper also explores three interesting research questions. These include (1) the comparison between direct measurement and gap measurement, (2) the relationship among expect service, perceive service, and perceived service quality, (3) the difference among different users’ group. The research finding indicated that direct measurement has better model fit than gap measurement. Second, users ’expect service will negative direct and indirect affect users ’evaluation to IS service, and users’ perceive service is an important mediator. Third, different users’ groups have different evaluation effect to IS service.