A Study on Quality of Campus Information Service – A case of the Vanung University

• Main Authors: Jun-Qi Huang, 黃俊崎
• Other Authors: Mo-Chung Tien
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/wc83tu

碩士 === 萬能科技大學 === 資訊管理研究所 === 102 === Now is the era of information technology, a wide range of information through the help of information technology, to quickly analyze the information needed, and quickly made a judgment and good decision-making to save costs, the use of information technology has become all walks of life now important trends, but when accepting information technology services to the users need to consider the use of a variety of situations, and therefore need to find out the quality of IT service quality attributes, the study begins with the user point of view to find out information about service quality attributes. The purpose of this study is to investigate the quality of information services provided by Vanung University and see how to improve it. The faculty, including teachers, staff, information service providers (ICC), and the students of this school, participated in this study to probe their opinions of the quality of information services, and their differences in the recognition toward the quality of information services. Based on their responses, the researcher presented some suggestions about improving IT service quality in order to make the environment of the campus information services more efficiently and friendly. This research involved online surveys, in the survey, we investigated users' Importance-Satisfaction Model (IS Model) with information services provided by Vnu Computer Center in the area of I-S Model. In addition, the questionnaires adopted five dimensions defined by PZB (1988): tangibles, reliability, responsiveness, assurance, empathy. Based on the responses of the survey, we concluded the results according to SERVQUAL dimensions of measurement. Besides, we interviewed the campus users and the ICC staff to revise the quality of the campus Information service. Later, we developed IS Model questionnaire items for surveying questionnaire. The qualitative and quantitative analyses of the questionnaires were conducted through descriptive statistics to indicate the differences of recognition between the campus users and the information service providers. Based on the result, the researcher presented some suggestions as a reference to facilitate the quality of the campus information services. In this study we find that the friendlier the environment of information operation, is the higher the users' satisfaction with the quality of information services. But this is a gap between Vnu Computer Center and the school users. While Vnu Computer Center focuses on the importance of the quality of information services, the school users pay attention to the satisfaction with the quality of information services If Vnu Computer Center could accept the voices of the school users, the satisfaction with the quality of information services will be higher. Thus, both VNU Computer Center and the school users will be winners.