使用者對資訊系統服務品質評價與其滿意度之關係探討－以銀行卡務部門為例

The Evaluation of IS Service Quality and User Satisfaction

10.6595/BDCM.2008.3(2).3

林怡君(I-Chun Lin)

資訊系統 ； 服務品質 ； 使用者滿意度 ； SERVQUAL ； Information System ； Service Quality ； User Satisfaction ； SERVQUAL

致遠管理學院學報

3_2期（2008 / 09 / 02）

33 - 52

繁體中文

在資訊系統之重要性愈來愈被重視的同時，如何有效的導入資訊系統及衡量資訊系統是否成功的課題也益發重要。雖然資訊系統的成功與否涉及許多因素，但卻多與使用者滿意度有關。本研究試圖結合SERVQUAL及UIS量表以對服務品質及使用者滿意度之間的關係做進一步的驗證。透過典型相關的分析，在驗證服務品質及使用者滿意度之間的正向關係之同時也對兩者所包含之構念的交互作用進行了解。研究結果發現，服務品質中的關懷性及保證性最為使用者注重，而在使用者滿意度方面，相較與資訊系統產品及支援的高典型權重，使用者涉入的典型權重為負值，透露出使用者涉入與服務品質的負向關係。

While the importance of information systems is more and more realized, how to implement information systems and how to evaluate if information systems succeed are getting more concerned. To implement information systems successfully relates to many factors. However, information system success (IS success) can be concluded to user satisfaction. This paper explored the relationship between information system (IS) service quality and user satisfaction through the questionnaire based on SERVQUAL & UIS. The purpose of this paper is, besides confirming the positive relationship between service quality and user satisfaction, to gain more understanding toward the factors of service quality and user satisfaction. The result of Canonical analysis shows that empathy and assurance from the factors of service quality are most valued by users and user involvement from the user satisfaction, although with highly content validity, has the negative relationship with other factors of service quality.

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