The issue of ¡§how can a company benefited from information technology (IT)¡¨ is one of the most important strategical issues to an enterprise in this increasingly competitive global market. Enterprises and their collaborative industries are paving their way to the level of total computerization in the hope of gaining the superiority in the market with the aid of computerization. Therefore, we can see that the integrated IT network system has become the main neural network which is vital to an enterprise at the strategical level. As a direct result of that, the quality of the IT services offered by the IT service providing sector inside of an enterprise does influence how good the IT network may be inside of an enterprise after a long period of time. For that reason, it is possible to infer that the service quality of the IT service holds the key to building a successful IT environment inside of an enterprise.
This paper evaluates the level of the quality of the services offered by the IT service providing sector inside of an enterprise. This research also looks into the issues of how the results derived from this research may help to improve the quality of the services offered by IT service providing sector inside of an enterprise. This research uses ¡§five-dimension¡¨ service quality evaluation model, which is brought up by Parasuraman, Zeithaml and Berry along with SEVERQUAL questionnaire plus consulting with the characters of IT service providing sector, to develop the primary questionnaire first. The final questionnaire for evaluating the quality of the services offered by IT sector inside of an enterprise was later developed after (1) consulting with the experts in this area (2) pre-test (3) analysis of the credibility of the questionnaire were done. The final questionnaire was finally put to test at later stage. The results gained through the questionnaires were also studied at later stage.
The results derived from this study display the differences between the expectations and the perceptions of the service quality of the IT service providing sector among the interviewers are huge as far as the IT system users are concerned. However, there are no notable differences between the recognition of the quality of the services of the IT service providing sector and the expectation of the quality of the IT services of the users. Furthermore, the degree of total satisfaction of the user and the perceptions of the different dimensions of the users are interconnected. In the research, the variable of the population of the IT user doesn¡¦t influence the two options, such as ¡§age¡¨ and ¡§duration of work¡¨ with regards to the quality of the services provided by the IT service providing sector. Otherwise, the variable of the population of the IT user does influence the degree of total satisfaction of the user. ¡§Tangibility¡¨, which is in the ¡§first thing-to-be-improved¡¨ area as far as the IT service quality is concerned, must be dealt with swiftly and efficiently according to the results derived from the analysis diagram of ¡§expectation and perception of the service quality of the IT service providing sector¡¨.
This research aims to extend the study of the service quality of the service industry to the study of the service quality of the IT service providing sector inside of the enterprises. Therefore, this research may be used as to an alternative method to evaluate the service quality of the IT service providing industry inside of the enterprises. The chief executive officers and the IT managers in an enterprise may use the ¡§measurement of IT service quality from different dimensions ¡§developed in this research as a reference when devising the strategies of the service quality of the IT service providing industry inside of the enterprise.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0129104-141342 |
| Date | 29 January 2004 |
| Creators | huang, Yao-Ten |
| Contributors | Hsin-Hui Lin, Jen-Her Wu, Bing-Chiang Jeng |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0129104-141342 |
| Rights | unrestricted, Copyright information available at source archive |
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