碩士 / 國立交通大學 / 管理學院碩士在職專班運輸物流組 / 96 / Since the global market moving faster, the IT consultant facing the highest chal-lenge in global infrastructure, resource & information integration and speed up the system build up. Global company distributed Business transaction in every country, and how to consolidate these information immediately, the manager can used the information in real time, and enterprise get the profit or cost down of operation from IT benefit, which result in managing performance of IT consultant. All kinds of the situation force the IT consultant not only have professional technical skill but also to build global knowledge speedily, the IT consultant must prepare for next generation while the global village coming.
This study was to evaluate the satisfaction and quality of IT consultant by logistic industry after it implemented IT service. This study adopted the PZB model, proposed by Parsuraman, Zeithamland and Berry (1985) to analyze the differences in the Cognition of service quality from IT manager to IT consultant service. The model developed [ IT SERVQUAL TOOL] proposed by Sungchul Yoon and Hyunsuk Suh (2004), measurement chart of service quality, serving as scientific foundation for IT consultant industry to improve its service quality and draw up managerial strategy.
The major findings are demonstrated as follows:
1. Gap examination: The 36 items of the survey in Gap5 of service quality were to be improved and IT manager did not feel satisfied with their service quality. According to the analysis report that the IT manager’s both background items “Age” and “Education” influenced a lot.
2. Managerial strategy:
(1) Build up the CRM (Customer Relationship management) system.
(2) Integrated service Organization for customer satisfaction.
(3) Make sure the PM (Project Management) strategy in every stage with implementation period.
(4) Build up the KM (Knowledge Management) system.
| Identifer | oai:union.ndltd.org:TW/096NCTU5725007 |
| Date | January 2008 |
| Creators | linda lin, 林玲楷 |
| Contributors | Quang-Hua Chen, 陳光華 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | zh-TW |
| Detected Language | English |
| Type | 學位論文 ; thesis |
| Format | 96 |
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