The relationship between the service quality of information service outsourcing and degree of satisfaction from P.Z.B. gap theory -- A Case Study of XY Company

• Main Authors: Chung-Wei Hsu, 徐崇偉
• Other Authors: Ja-Shen Chen
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/37146341641501786870

碩士 === 元智大學 === 管理研究所 === 97 === The main purpose of this research, lies in the discussion of “The relationship between the service quality of information service outsourcing and degree of satisfaction from P.Z.B. gap model”, how the staff feels about the outsourcing service support and quality which provided by information management sector, and the cognition of service quality gap from the information management sector and the outsourcing employees, applies Parasuraman, Zeithaml and the Berry conception of service quality pattern, in order to further understood that the service degree of satisfaction from staff, expecting the improvement of such factor can promotes the service quality to increase degree of satisfaction of the staff. First, by the way of penetrating the literature discussion and the condition of characteristic of each unit culture, to conclude the service quality five construction surface for tangibles, reliability, responsiveness, assurance,empathy. After questionnaire survey acquisition, and statistical analysis by SPSS, the meaning of management and following research suggestion will be proposed. The research discovered: In each construction surface, reliability owns the highest degree of staff satisfaction, and tangibles gets the lowest degree of staff satisfaction. By the reliability, staff considers that its importance is the highest, and the lowerest is the tangibles.