資訊科技的快速發展衝擊產業間的競爭環境，愈來愈多的企業將建置資訊系統作為暢通企業內部資訊、降低溝通成本，以及提供管理者快速決策的重要資訊，確保企業之競爭優勢。
從企業經營的角度來看，導入資訊系統所費不貲，其成效值得探討。由文獻得知，以服務品質來測量資訊系統是極為適合的工具，本研究以「適應資訊系統工具」（IS-adapted SERVQUAL instrument）為基礎，搭配「三欄並列式量表」（Three-column format），以適合個案公司產業的觀點修訂問券內容，並在超過8600個員工中採分層隨機取樣的方式對個案公司進行資訊系統的服務品質作問卷調查，共獲得有效問卷436份。主要結論包括：（1）製造業資訊系統的服務品質構面只有「態度面」及「技術面」兩項；（2）資訊系統使用者的「知覺品質」與提供者的「自認品質」有明顯差異； （3）諸如年齡、職務、部門及學歷等人口統計變項對資訊系統的「態度面」和「技術面」之實際感受沒有明顯差異。

The rapid development of information technology (IT) has impacted the competitive environment between properties. Today, more and more companies introduce information system to flow internal messages freely, reduce the communication cost and provide support the important messages to managers for fast decision. By this way, the enterprise could maintain its competitive advantage.
To introduce the information system（IS） is really costly, companies should probe the effects before and after the investment of IS . We have learned from literatures that measurement of service quality is the proper means to gauge the information system. This study is to assess information system at the base of 「IS-adapted SERVQUAL instrument」 and 「Three-column format」. A survey, which adapted to individual company, was conducted with some measures modified from the viewpoint of captioned company. 436 valid samples were taken from more than 8600 employees by stratified random sampling. The major findings are (1) instead of four dimensions expected from the original model, only two service components, attitude perspective and skill perspective, are identified in the service quality of information system for manufacturing industry,（2）the difference between ‘perceive quality’ and ‘self-confident quality’ is significant, （3）Following the demographic variables among ages, positions, working departments and academic degrees, it appears no significant difference in the attitude perspective and skill perspective of service quality concerning information system.

第一章 緒論------------------------------------------ 1
第一節 研究背景---------------------------------------- 1
第二節 研究動機---------------------------------------- 2
第三節 研究目的---------------------------------------- 3
第四節 研究流程---------------------------------------- 4
第五節 論文架構---------------------------------------- 6
第六節 結論與建議-------------------------------------- 7

第二章 文獻探討 ------------------------------------- 8
第一節 資訊系統 --------------------------------------- 8
第二節 服務品質 --------------------------------------- 10
第三節 三欄並列式量表（Three-column format）---------- 21
第四節 適應資訊系統工具（IS-adapted SERVQUAL instrument）的
演進--------------------------------------------------- 22
第五節 建立適應資訊系統的有效架構--------------------- 25

第三章 研究設計-------------------------------------- 29
第一節 研究架構---------------------------------------- 29

第四章 研究流程-------------------------------------- 30
第一節 量表設計-------------------------------------- 30
第二節 量表測試-------------------------------------- 31
第三節 問券調查-------------------------------------- 35
第四節 樣本資料分析---------------------------------- 37
第五節 統計分析-------------------------------------- 39

第五章 資料分析與討論-------------------------------- 41
第一節 敘述統計 -------------------------------------- 41
第二節 因素分析 -------------------------------------- 42
第三節 相關性分析 ------------------------------------ 45
第四節 知覺服務品質與自認服務品質的差異----------------- 46
第五節 統計變數的影響 --------------------------------- 47

第六章 結論與建議 ----------------------------------- 51
第一節 研究發現 --------------------------------------- 51
第二節 研究限制 --------------------------------------- 53
第三節 後續研究建議 ----------------------------------- 54


參考文獻----------------------------------------------- 55

附錄一 Three-Column Format ------------------------- 59
附錄二 本研究問卷原型與本次研究增修後內容 - - - - - - - 60
附錄三 本研究問卷：知覺服務品質問卷-------------------- 63
附錄四 本研究問卷：自認服務品質問卷--------------------- 67

中文部份
（1） 郭德賓、周泰華、黃俊英，2000年，服務業顧客滿意評量模式之研究，中山管理評論，第八卷第一期，頁153-200。
（2） 陳美純，1993年，我國大型企業實施策略性資訊系統之研究，頁 1-138。
英文部份
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