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完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 翁崇雄(Chorn-Shyong Ong) | |
dc.contributor.author | Pei-Chin Lin | en |
dc.contributor.author | 林佩靜 | zh_TW |
dc.date.accessioned | 2021-06-08T06:07:57Z | - |
dc.date.copyright | 2007-07-27 | |
dc.date.issued | 2007 | |
dc.date.submitted | 2007-07-16 | |
dc.identifier.citation | 一、中文部分
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dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/25291 | - |
dc.description.abstract | 資訊科技和資訊系統與企業日常例行營運密切結合,範圍涵蓋整個企業內部甚至是外部。資訊系統所提供的服務品質,會反應在相關使用者對於資訊科技與系統的滿意度之上,而這些資訊系統的滿意度也能決定使用者對其評價,並影響最後是否使用該資訊科技與系統的意圖。
本研究藉由綜合學術界及業界的看法,來整合出影響資訊系統最為重要的構面。此外,本研究也以國內某A公司之使用者為主要的研究對象,以確認出使用者所關心,以及影響他們評估資訊系統服務品質的重要構面,並進一步發展出用來衡量資訊系統服務品質的量表。 最後本研究期望能藉由上述的研究結果,提供給已建置或想建置CRM系統的公司,使他們能夠藉由本研究所整合出的構面及量表來提升本身的資訊系統服務品質。此外,就管理面而言,本研究也期望能讓企業的管理者更了解使用者衡量CRM系統服務品質的標準,並作為制定管理策略以達到預期目標的依據。 | zh_TW |
dc.description.abstract | An enterprise needs information technology and information system for daily operation. It extensively utilizes in the internal enterprise, even external. The degrees of user satisfaction will reflect information system's service quality, and it will help user to assess and decide to use this system or not.
This research aims to combine the academia and industry aspects, and to find out the effect of using information system. Besides, the research objects are from 'A company', which helps to identify the user's concerns, and to determine the dimensions of affecting users to assess the service quality of information system, and to develop the assessment model of evaluating service quality of information system. Eventually, this research anticipates sharing the result of this study for the enterprise that has built or will build the CRM system. Furthermore, on the part of management, this study also expect managers to more understand the standard of user to assess the service quality of CRM system, which will be the reference of instituting the management strategy in order to achieve the business objective. | en |
dc.description.provenance | Made available in DSpace on 2021-06-08T06:07:57Z (GMT). No. of bitstreams: 1 ntu-96-P94747009-1.pdf: 898703 bytes, checksum: 2d7c874aaa9e0da47f59cb4023ab179d (MD5) Previous issue date: 2007 | en |
dc.description.tableofcontents | 第一章 續論……………… ………………………………………………………..1
第一節 研究背景與動機………………………………………………………….1 第二節 研究目的………………………………………………………………….3 第三節 研究流程與方法………………………………………………………….4 第四節 論文結構………………………………………………………………….4 第二章 文獻探討………… …………………………………………………………..6 第一節 CRM系統相關文獻研究……………………………………………….6 第二節 服務品質文獻研究…………………………………………………….10 第三節 使用者對資訊系統滿意度…………………………………………….16 第四節 科技接受與資訊系統成功模式……………………………………….20 第三章 研究方法………… ………………………………………………………..30 第一節 研究架構……………………………………………………………….30 第二節 變數定義與衡量……………………………………………………….30 第三節 研究抽樣與資料分析………………………………………………….34 第四節 資料分析方法………………………………………………………….34 第四章 研究結果………… ………………………………………………………..35 第一節 原始問卷信度與效度分析…………………………………………….35 第二節 人口統計變數分析…………………………………………………….36 第三節 資訊系統滿意度與重要性之分析…………………………………….38 第四節 資訊系統滿意度之構面分析………………………………………….44 第五節 提昇系統滿意度之策略……………………………………………….47 第五章 結論………… ……………………………………………………………..51 第一節 研究結論……………………………………………………………….51 第二節 研究限制……………………………………………………………….54 第三節 後續研究建議………………………………………………………….54 參考文獻……… ………………………………………………………………….. 55 | |
dc.language.iso | zh-TW | |
dc.title | 資訊系統與滿意度之研究-以A公司CRM系統為例 | zh_TW |
dc.title | The research of information system and user satisfaction:
Base on CRM system in A company | en |
dc.type | Thesis | |
dc.date.schoolyear | 95-2 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | 陳國泰,季延平(Y. P. Chi) | |
dc.subject.keyword | 服務品質、使用者滿意度、科技接受理論、顧客關係管理系統, | zh_TW |
dc.subject.keyword | Service Quality, User Satisfaction, Technology Acceptance Model(TAM), Customer Relationship Management (CRM, | en |
dc.relation.page | 60 | |
dc.rights.note | 未授權 | |
dc.date.accepted | 2007-07-18 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 資訊管理學研究所 | zh_TW |
顯示於系所單位: | 資訊管理學系 |
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