| Summary: | 碩士 === 國立成功大學 === 高階管理碩士在職專班(EMBA) === 104 === Information technology (IT) has evolved rapidly in recent years. To maximize productivity and drive business growth, enterprises have been actively introducing a variety of IT services in their businesses. It is apparent that there is not only a growing dependency for IT, but that it is also associated with an enterprise's competency. This shows that IT has certainly become a key service in the successful business.
An IT department not only needs to maintain professional skills and service efficiency, they will also need to frequently interact with customers. For enterprises to improve on the ongoing quality of customer services, IT staff must transform and recognize oneself as a quality service provider. However, the delivery of quality service is a subjective perception, and may easily differ among individuals. 'Service quality' is a vague term that cannot be easily measured quantitatively and qualitatively, therefore making it hard to have a universal standard for comparison. However, as it stands, the delivery of IT services is crucial in determining the success of a business. Thus to make improvement on IT service delivery, it is necessary to identify key factors contributing to the quality of provided services and instigate different ways to effectively measure service delivery. Thus can better protocols be developed, which in turn improves on IT service management, and eventually maximizing productivity within an enterprise.
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