資訊顧問之服務品質與顧客滿意度探討-以物流業為例-

Abstract

全球市場的位移影響著ＩＴ建構的困難，資訊服務的高度挑戰於專業的跨國資源（資訊）快速整合技術與快速的系統重置。分散的資訊被快速的蒐集與彙整，並達到及時分析運用，資訊的效率反映於最終是否降低成本與提升利潤的嚴格考驗。國內資訊顧問不僅要有高科技的技術為企業整合資訊與通訊基礎設施，並須快速培養跨國企業的管理知識，以迎接地球村時代的來臨。

本研究基於以上動因，採用P.Z.B. (1985,1988)所提出的服務品質模型與Sungchul Yoon and Hyunsuk Suh （2004）兩位學者所發表的［IT SERVQUAL］TOOL。試圖探討物流業資訊使用者對資訊顧問服務品質期望和感受的落差及分析人口特性對資訊服務品質與整體滿意度之相關影響。

研究結論與建議如下： 1.缺口分析：使用36題項於服務品質量表中顯示，期望的資訊服務品質與實際感受之間，確實有顯著的差距並需要進一步改善，從資訊使用者觀點而言，對資訊服務顧問之［顧客整體滿意度］平均落在［普通］一項。從使用者背景特性中，年齡與教育程度之變數對期望與感受資訊服務品質顯著差異最大。 2.建議提升資訊顧問服務品質的改善策略如下： (1) 建立客戶服務系統 (CRM ; Customer Relationship management) (2) 完善的企業服務組織 (Integrated Organization) (3) 落實專案管理計畫 (PM ; Project Management) (4) 建立知識管理系統 (KM ; Knowledge Management)

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.