在生活上，不管食、衣、住、行、育、樂都已經與網際網路習相關，由此可知，資訊機房的運作安全及持續穩定已經是很重要的課題。造成資訊機房的異常及服務中斷的原因，大部份不是在資訊設備本身發生異常，而是資訊機房的基礎設備異常造成的服務中斷。但這些基礎設備往往都是不受到顧客或機房操作人員重視的設備。過去的相關研究大部份著重於資訊機房的規劃、設計及節能方面，並未對資訊機房基礎設備的運作安全性及穩定度進行討論，因此本研究探討資訊機房基礎設備的產品品質與服務品質對顧客滿意度是否有關聯性的影響。
本研究以台灣地區各產業之資訊機房操作人員或顧客為研究對象，透過問卷調查的方式調查。問卷發放時間為2018年2月1日至2018年3月31日，回收共99份有效問卷，研究的結果分析如下：
1.產品品質對顧客滿意度具有正向影響。
2.服務品質對顧客滿意度具有正向影響。

Everything seems to be relevant to Internet whatever any basic necessities of life, therefore, safety operation and sustainability of data center is a very important topic today. The most causes for data center accidents and service disruptions is not just imputed to equipment, but many of data center accidents and disruptions are blamed to facility cause. However, users and data center operators always don’t pay attentions to those facilities. Data center planning, design, and energy saving was normally focused in past relevant researches, but it didn’t have many discussions on safety operation and sustainability of data center facilities. This thesis mainly focuses on the relevant and influence between product and service quality of data center facility to customer’s satisfactions.
    The main objects of this research are data center operators and customers in Taiwan. The timeslot of issuing questionnaires is between 2018/2/1 to 2018/3/31 with totally 99 effective returns. The result of research is shown as follows.
1.Product quality has positive correlation to customers’ satisfactions.  
2.Service quality has positive correlation to customers’ satisfactions.

目錄	i
表目錄	iii
圖目錄	v
第一章　緒論	1
第一節　研究背景與動機	1
第二節　研究目的	3
第三節　研究範圍	3
第四節　研究流程	4
第二章　文獻探討	6
第一節　產品品質	6
第二節　服務品質	13
第三節　顧客滿意度	20
第四節　變數之間的推論及假說	26
第三章　研究方法與設計	27
第一節　研究架構	27
第二節　研究樣本	28
第三節　調查工具與變項衡量	28
第四節　統計分析方法	33
第四章　資料分析與研究結果	36
第一節　敘述性統計	36
第二節　構念效度分析	41
第三節　信度分析	45
第四節　相關性分析	45
第五節　差異性分析	47
第五章　結論與建議	54
第一節　研究結論	54
第二節　管理意涵	55
第三節　研究限制與未來研究建議	57
參考文獻	59
附錄	63
表目錄
表2-1　學者對產品品質的定義	9
表2-2　學者對產品品質的衡量構面	12
表2-3　SERVQUAL量表的構面及其意義	19
表3-1　產品品質量表	29
表3-2　服務品質量表	30
表3-3　顧客滿意量表	32
表3-4　顧客基本資料表	33
表4-1　行業類別次數分配表	37
表4-2　公司已成立時間次數分配表	37
表4-3　公司員工總人數次數分配表	38
表4-4　公司資本額次數分配表	39
表4-5　任職公司部門次數分配表	40
表4-6　公司的職位次數分配表	40
表4-7　任職年資次數分配表	41
表4-8　產品品質構面之因素分析表	42
表4-9　服務品質構面之因素分析表	43
表4-10　顧客滿意度構面之因素分析表	44
表4-11　各構面之信度分析表	45
表4-12　各構面之相關分析表	46
表4-13　公司類別與產品品質之t檢定與單因子變異數分析	47
表4-14　公司類別與服務品質之t檢定與單因子變異數分析	49
表4-15　公司類別與顧客滿意度之t檢定與單因子變異數分析	51
圖目錄
圖1-1　個人曾經上網人數與上網率趨勢圖	1
圖1-2　研究流程圖	5
圖2-1　認知產品品質的組成	10
圖2-2　服務品質模式	16
圖2-3　美國顧客滿意度指標模式	22
圖2-4　滿意度的形成模式	23
圖3-1　研究架構圖	27

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林玫玫（2005），服務品質與顧客滿意度關係之研究，經營管理論，第一屆管理與決策學術研討會特刊，第287-294頁。
林菊珍（2012），產品品質、服務品質、租賃價格與顧客滿意度之關聯性探討-以長春籐宿舍為例，南台科技大學高階主管企管碩士班碩士論文。
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