使用者組織內部的服務品質缺口模型之驗證－以資訊系統服務需求為例

The Verification of Service Quality Gap Model Inside of Organization: An Example of Needs of Information System Services

10.6382/JIM.200901.0016

詹前隆(Chien-Lung Chan)；江俊毅(James J. Jiang)；洪昆廷(Kun-Ting Hong)

服務品質 ； 資訊服務品質 ； 認知缺口 ； Service quality ； Information service quality ； Perception gap

資訊管理學報

16卷_S期（2009 / 01 / 01）

113 - 130

繁體中文

過去對於服務品質的探討總是以服務提供者端出發，探討在服務提供的過程中可能發生影響服務品質的因素，然而使用者所提出的要求是實際上真正的需求嗎？本研究從使用者的角度出發，研究資訊服務形成的過程中，使用者組織內部影響服務品質的認知缺口(Gap)，並建立使用者組織內部的服務品質模型，使服務品質模型更加完善。研究結果証明使用者組織內部也有影響服務品質的缺口模型存在，透過本研究的結果與PZB模型的結合，對於資訊系統服務品質的改善將有更大的助益。

How to deliver the high service quality to customers is one of the most important issues during the past decades. Unfortunately, these service quality discussions are mainly focusing on provider side instead of customer side. What if the proposed service strategy does not fit customer's needs because the customers have different perception of their needs? This may become a considerable gap for provider companies providing service to satisfy their customers. In this regard, the purpose of this study is to explore the gaps of information system service quality inside the customer organization. Our research objects (i.e. customers, customers' supervisors) are those who participates the information system needs assessment process and determine what the system should look like. The result shows that significant difference of the perception of service quality between customers' expectation and customers' real experience. The same thing happened to the customers' supervisors. Furthermore, this study also provides contributable evidence that the service perception gap not only exists between service provider and customers' supervisors but also exists within organization. Our results in combination with the PZB model will be helpful to the service quality improvement.

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