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http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/77313完整後設資料紀錄
| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 林俊昇 | zh_TW |
| dc.contributor.author | 戴聖強 | zh_TW |
| dc.contributor.author | Sheng-Chiang Tai | en |
| dc.date.accessioned | 2021-07-10T21:55:26Z | - |
| dc.date.available | 2024-08-16 | - |
| dc.date.copyright | 2019-08-22 | - |
| dc.date.issued | 2019 | - |
| dc.date.submitted | 2002-01-01 | - |
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Joseph Cronin Jr. (2001), Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach. Michael K. Brady and J. Joseph Cronin Jr. Journal of Marketing, Vol. 65, No. 3 (Jul., 2001), pp. 34-49. Brown and Huber (1992) Brown, K., & Huber, V.L., (1992). Personnel Psychology, “Lowering Floors and Raising Ceilings: A Longitudinal Assessment of the Effects of an Earnings at Risk Pay Plan on Pay Satisfaction”, Vol. 45(2), pp. 279-312. Wong, A., & Sohal, A. S. (2003). “Service quality and customer loyalty perspectives on two levels of retail relationships”. Journal of Services Marketing, 17(5), 495 - 513. Lalonde, B.J. and Zinszer, P.H.,(1976), Customer Service: Meaning and Measurement., National Council of Physical Distribution Management, Chicago, IL. Cohen, M. A. and Lee, H. L., (1990), Out of Touch with Customer Needs? Spare Parts and After Sales Service, Sloan Management Review, 31 (2): 55-66. Mathieu, V. A.,(2001), “Service Strategies within the Manufacturing Sector: Benefits, Costs and Partnership,” The International Journal of Service Industry Management, 12(5): 451–475. Oliva R. and Kallenberg R., (2003), Managing the Transition from Products to Services, International Journal of Service Industry Management, 14: 160-172. Bitner, M. J. (1990), “Evaluating Service Encounters: The Effect of Physical Surrounding and Employee Responses”, Journal of Marketing, pp.66-82. Rajani Jain, Gautam Sinha and Sangeeta Sahney (2011) "Conceptualizing service quality in higher education", Asian Journal on Quality, Vol. 12 No. 3, pp. 296-314. Sasser, W. E., Olsen, R. P. Jr., and Wyckoff, D. D., (1978), Management of Service Operations: Text, Cases, and Readings, Boston: Allyn and Bacon. Churchill, Gilbert A. Jr., & Surpremant, Carol. (1982), “An Investigation Into the Determinants of Customer Satisfaction”, Journal of Marketing Research, pp.491-504. Grönroos（1982）, Peter Robinson, Debra Wale, Geoff Dickson, 2010, Events Management, Chapter 8, Managing a Quality Event Experience p168. Gronroos, C. (1984), Michael K. Brady and J. Joseph Cronin Jr. Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach, Source: The Journal of Marketing, Vol. 65, No. 3 (Jul., 2001), pp. 34-49, Published by: American Marketing Association. Gronroos, C. (1984), “A Service Quality Model and its Marketing Implications” European Journal of Marketing, Vol. 18, No.4, pp.40. Garvin, David A. (1984), “What Does “Product Quality” Really Mean?”, Sloan Management Review, Vol. 26, pp.25-43. Parasuraman, A., Zeithaml, V. A., & Berry, L. L.(1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing Vol. 49, No. 4(Autumn): 41-50. 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Gartner，IT Service https://www.gartner.com/it-glossary/it-services Gartner, STAMFORD, Conn., January 28, 2019, Katie Costello, Gloria Omale Gartner NEWSROOM, News Press, 2019, Jan. 28 Gartner Gartner 2011, Hype Cycle for Networking and Communication, https://softwarestrategiesblog.com/tag/gartner-hype-cycle-for-networking-and-communications/ Future Generation Computer Systems, Volume 29, Issue 7, Sep 2013, P 1645-1660 https://www.sciencedirect.com/science/article/pii/S0167739X13000241 | - |
| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/77313 | - |
| dc.description.abstract | 科技應用快速的發展，為企業帶來許多新的商業模式衝擊，各行業對於專業的服務需求與日俱增，而對於行業特殊性的需求，並不能僅由軟硬體品牌商的銷售渠道取得，是要由具有行業特殊領域知識以及專業技術的服務業者，並具有專業服務品質的專案團隊與企業客戶協同完成。本研究透過資通訊服務業對國際市場的客戶進行質性訪談，以PZB的專業服務的服務品質衡量構面及SERVQUAL量表為基礎，藉由深度訪談個案公司2年內有交易經驗，以5大構面、22個屬性歸納整理出適用於資通信系統服務業者，未來規劃售後服務品質提升的要素，做為相關提供服務的系統業者/品牌設備商的經營參考。 | zh_TW |
| dc.description.abstract | Following the rapid-changing technology development, more and more new business models have been created for professional services. With the fierce competitions in many industries, the requirements for great services quality are increasingly critical for professional service providers. Using the SERVQUAL model as the theoretical foundation, this research assesses the service quality of the Information Communication Technology (ICT) companies by adopting in-depth interviews with their international customers. Managerial implications, limitations and directions for future research are then discussed. | en |
| dc.description.provenance | Made available in DSpace on 2021-07-10T21:55:26Z (GMT). No. of bitstreams: 1 ntu-108-P04747019-1.pdf: 1132960 bytes, checksum: d6ed05237fbef07ce965937a4a74ea8b (MD5) Previous issue date: 2019 | en |
| dc.description.tableofcontents | 目錄
致謝 ii 中文摘要 iii THESIS ABSTRACT iv 目錄v 圖目錄vii 表目錄viii 第一章 緒論 1 第一節 研究動機與目的 1 第二節 研究流程 3 第二章 文獻探討 5 第一節 服務定義與服務的特性 5 第二節 售後服務 7 第三節 專業服務 8 第四節 服務品質 9 第五節 PZB 服務品質衡量模式 10 第三章 研究方法 14 第一節 質性研究 14 第二節 資料蒐集方式 14 第三節 訪談問卷設計 16 第四章 資料描述與分析 19 第一節 資通訊業特性與市場概況 19 第二節 個案D公司概況 24 第三節 資通產業的售後服務品質分析 26 第五章 結論與建議 30 第一節 研究結論與建議 30 第二節 管理意涵 34 第三節 研究限制與未來研究方向 36 參考文獻 37 附錄 41 圖目錄 圖4-1 資訊服務暨軟體市場範疇21 圖4-2 Gartner 2011, Hype Cycle for Networking and Communication26 表目錄 表2-1SERVQUAL量表中五個構面與原始十個構面之關係11 表2-2 SERVQUAL量表12 表4-1資訊軟體業市場區塊20 表4-2 IT Spending23 | - |
| dc.language.iso | zh_TW | - |
| dc.subject | 資通訊科技業 | zh_TW |
| dc.subject | 服務品質 | zh_TW |
| dc.subject | SERVQUAL | zh_TW |
| dc.subject | SERVQUAL | en |
| dc.subject | Information Communication Technology (ICT) | en |
| dc.subject | Service Quality | en |
| dc.title | 台灣資通訊科技業者服務品質與客戶滿意度之研究： 以D公司為例 | zh_TW |
| dc.title | Assessing the Service Quality and Customer Satisfaction of Information Communication Technology Companies in Taiwan: The Case of Company D | en |
| dc.type | Thesis | - |
| dc.date.schoolyear | 107-2 | - |
| dc.description.degree | 碩士 | - |
| dc.contributor.coadvisor | 吳玲玲 | zh_TW |
| dc.contributor.coadvisor | ; | en |
| dc.contributor.oralexamcommittee | 余峻瑜 | zh_TW |
| dc.contributor.oralexamcommittee | ; | en |
| dc.subject.keyword | 資通訊科技業,服務品質,SERVQUAL, | zh_TW |
| dc.subject.keyword | Information Communication Technology (ICT),Service Quality,SERVQUAL, | en |
| dc.relation.page | 53 | - |
| dc.identifier.doi | 10.6342/NTU201902279 | - |
| dc.rights.note | 未授權 | - |
| dc.date.accepted | 2019-08-06 | - |
| dc.contributor.author-college | 管理學院 | - |
| dc.contributor.author-dept | 碩士在職專班資訊管理組 | - |
| 顯示於系所單位： | 資訊管理組 | |
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