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博碩士論文 etd-0602108-104332 詳細資訊
Title page for etd-0602108-104332
論文名稱
Title
港棧資訊系統服務品質與使用者滿意度之探討
Research for Service Quality of KHB Information System and It's User Satisfaction
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
105
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2008-05-05
繳交日期
Date of Submission
2008-06-02
關鍵字
Keywords
資訊系統、DeLone & McLean資訊系統成功模式
Information System, DeLone & McLean Information System Success Model
統計
Statistics
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中文摘要
中文摘要
本研究藉由DeLone & McLean(2003)資訊系統成功模式,以港棧資訊系統服務品質為研究主題,對港棧資訊系統使用者,船舶運送業、船務代理業、裝卸承攬業者進行問卷調查,探討質訊品質、系統品質、服務品質與使用者滿意度的關係,進而就使用者個人角度了解系統效益。本研究分析發現說明如下:
一、資訊品質對港棧資訊系統使用者滿意度有正面影響。
二、系統品質對港棧資訊系統使用者滿意度有正面影響。
三、服務品質對港棧資訊系統使用者滿意度有正面影響。
四、港棧資訊系統使用者滿意度對系統效益有正面影響。
研究結論顯示港棧資訊系統服務品質與使用者滿意度呈正向影響,並進而影響系統效益,發現使用者對港棧資訊系統的服務需求有所不同,故可針對不同使用者提供客製化、差異化的服務。
關鍵字:資訊系統,DeLone & McLean資訊系統成功模式
Abstract
Abstract
This research adopts DeLone & McLean (2003) information system success Model to take the Service Quality of KHB Information System service quality as the research subject, and makes an investigation on the Service Quality of KHB Information System users like ships shipping industry, the ship serves the agent industry, loading and unloading contracting industry, etc. It is carried by the questionnaire and discusses the correlation between information quality, system quality, service quality and user satisfaction relations. This discovery of the research is listed as follows:
一、 "Information Quality" positively affects "User Satisfaction" of KHB Information System.
二、 "System Quality" positively affects "User Satisfaction" of KHB Information System.
三、 "Service Quality" positively affects "User Satisfaction" of KHB Information System.
四、 "User Satisfaction" positively affects "System Benefit" of KHB Information System.
The conclusion of the research is that the Service Quality of KHB Information System service quality has a positive influence on the users’ satisfaction, and further positively influences system benefit. Meanwhile, it reveals that users have different needs for the Service Quality of KHB Information System and suggests that KHB may provide tailored service to the users.

Keywords:Information System, DeLone & McLean information system success Model
目次 Table of Contents
論文提要 I
中文摘要 II
Abstract III
誌謝詞 IV
目錄 V
表目錄 VII
圖目錄 IX
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 6
第三節 研究流程 7
第四節 論文架構 8
第二章 文獻探討 9
第一節 資訊系統 9
第二節 資訊系統成功模式 11
第三節 重視程度-績效水準分析 23
第三章 個案簡介 25
第一節 高雄港簡介 25
第二節 港埠作業現況說明 33
第三節 港棧資訊系統 37
第四章 研究設計 43
第一節 研究架構 43
第二節 研究假說 44
第三節 各構面之操作性定義及衡量方法 45
第四節 資料蒐集方法 48
第五節 資料分析方法 50
第五章 資料分析與討論 52
第一節 各構面之信效度分析及因素分析 52
第二節 樣本結構描敘性統計分析 57
第三節 各構面的相關係數分析 61
第四節 各構面的迴歸分析 62
第五節 人口統計變數與研究變數間之差異分析 66
第六節 港棧資訊系統服務品質策略矩陣 73
第六章 結論與建議 77
第一節 研究結論 77
第二節 管理意涵 79
第三節 研究限制及後續研究建議 80
參考文獻 81
附錄、研究問卷 92
簡 歷 95
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