| Summary: | 碩士 === 中華大學 === 科技管理學系碩士班 === 102 === The study aims to analyze the perceived service quality of electronic official documents signature verification system. The Importance-Performance Gap Analysis (IPGA) (Lin, Chan, &; Tsai, 2009) were been used to analyze the service performance of signature verification system. The researchers identified the quality attributes of the signature verification system according to the Information System Success Model (DeLone &;McLean, 2003).
The questionnaire was designed into a quality phase, contains user’s basic information and 21 quality related items. By way of convenience sampling, data collected from the public primary and secondary schools’ teachers but also administrators and the general administrators in Taichung County. There were 460 copies received from total 491 dispatch, 425 copies are valid questionnaires. Research results of this study have clear implications for the importance of quality and satisfaction toward the service items of on-line signature verification system for electronic official documents, and other signature verification segment and other service quality endeavors.
According to the results of analyses, administrators consider that the system quality of the signature verification system is most important and dissatisfied. Among 21 service attributes, there are 12 index should improved in IPGA model, including system quality accounts for three items, information quality accounts for two items, service quality accounts for seven items.
On the bases of the findings in this research, the researcher made some constructive suggestions for many relevant organizations in implementation of integrating information science into instruction.
Keywords: On-line Signature Verification、Service Quality、Importance-Performance Analysis (IPA)、Importance-Performance Gap Analysis (IPGA)
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