隨著資訊科技在企業中的應用範圍逐漸廣泛，資訊服務管理（ITSM）的導入將是企業可以用以改善其資訊服務管理本質的一個解決方案，而近年來國內通過相關認證的組織機構逐漸增多，由此可見業界對此一標準架構之重視。因此本研究擬藉由實證的方式來探討組織於導入資訊服務管理（ITSM）對於資訊部門所提供的服務品質及使用者滿意度之影響。
  本研究以SERVQUAL的五個服務品質構面為基礎，彙整相關文獻資料進行問卷量表之編製，針對目前已經導入並通過資訊服務管理認證之機構與尚未導入資訊服務管理認證之機構的使用者進行問卷的訪談與資料分析。
  根據本研究結果顯示，導入與未導入資訊服務管理在服務品質五個構面中的保證性構面上有顯著差異，但是在有形性、可靠性、反應性、同理心構面上則無顯著之差異。此外，在導入與未導入資訊服務管理對於使用者滿意度的四構面（資訊服務、資訊系統、資訊政策、資訊服務人員）上有顯著之差異。研究的結果也顯示服務品質對於使用者的滿意度有顯著的影響，此與大部分學者所做之結果相同。期望本研究可以提供後續對於導入資訊服務管理、服務品質與使用者滿意度之相關研究的參考。

As the information technology has increased in enterprises with the wide range of applications, IT service management (ITSM) will be one of the solutions and will be heavily imported into business companies to improve their nature of information service management. As more business companies have successfully gained the national ITSM accreditation in the recent years, ITSM frame will become more and more important for domestic business firms in the domain of IT service management. Thus, the objectives of this study will use empirical methods to discuss the importation of ITSM among business firms and to explore the influences in the IT service quality and their users’ satisfaction.
  This study will be based on the method of SERVQUAL with its five service quality dimensions. The researcher collects relevant theories and secondary data in order to design the questionnaire. The questionnaire will be implemented for the users in the organizations with or without ITSM accreditation and will be used for further interview data collection and analysis.
  This study has measured two major theories: SERVQUAL and user satisfaction. According to the results from the SEVEQUAL, the assurance dimension has significant difference among other four dimensions (tangibility, reliability, responsiveness, and empathy). Besides, according to the results from user satisfaction, all four dimensions (information service, information system, information policy, and information service staff) are significant when the researcher measures gathered data from the organizations with or without ITSM accreditation. The research results also show that service quality has significant influences on the user satisfaction which is the same results as most researchers given in their literatures. This study would provide the further references of IT service management, service quality, and user satisfaction for future related researches.

壹、緒論	10
一、研究背景	10
二、研究動機	12
三、研究目的	13
四、研究流程	14
貳、文獻探討	17
一、資訊服務管理	17
二、服務品質	25
三、顧客滿意度	31
四、資訊服務、服務品質與滿意度之關連	36
參、研究方法	40
一、研究架構	41
二、研究假設	41
三、抽樣設計	42
四、問卷設計	42
五、問卷前測	44
六、抽樣方式與樣本結構	45
七、資料分析方法	53
肆、假說驗證與討論	54
一、導入與未導入資訊服務管理於服務品質之差異	54
二、服務品質對於滿意度之影響	59
三、導入與未導入資訊服務管理對於滿意度之差異	60
四、實證結果討論	61
伍、結論與建議	66
一、結論	66
二、管理意涵	67
三、研究限制	67
四、未來研究方向	68
陸、參考文獻	69
附錄	74

表目錄
表 1 傳統IT管理與今日IT管理之差異	11
表 2  SERVQUAL量表的衡量構面與項目	30
表 3 淡江大學資訊服務滿意度調查問項	43
表 4 樣本發放與回收資料表	46
表 5 導入資訊服務管理對有形性構面變異數分析結果	54
表 6 導入資訊服務管理對有形性構面下各因素變異數分析結果	54
表 7 導入資訊服務管理對可靠性構面變異數分析結果	55
表 8 導入資訊服務管理對可靠性構面下各因素變異數分析結果	55
表 9 導入資訊服務管理對反應性構面變異數分析結果	56
表 10 導入資訊服務管理對反應性構面下各因素變異數分析結果	56
表 11 導入資訊服務管理對保證性構面變異數分析結果	57
表 12 導入資訊服務管理對保證性構面下各因素變異數分析結果	57
表 13 導入資訊服務管理對同理心構面變異數分析結果	58
表 14 導入資訊服務管理對同理心構面下各因素變異數分析結果	59
表 15 服務品質構面與滿意度構面相關性分析	60
表 16 導入資訊服務管理與滿意度之變異數分析結果	60
表 17 兩校全體受測者服務品質差異因素列表	62
表 18 兩校日間部受測者服務品質差異因素列表	63
表 19 研究假設實證結果	66

圖目錄
圖 1 研究流程圖	14
圖 2 CNS 20000 服務管理過程	19
圖 3 CNS 20000 服務管理過程「規劃－執行－檢查－行動」方法論	21
圖 4 服務提供者與供應者間關係之案例	23
圖 5 服務品質的觀念性模式	27
圖 6 服務品質概念模式與服務品質之構面	29
圖 7 資訊系統成功模式	36
圖 8 修正後資訊系統成功模式	37
圖 9 服務品質認知與顧客滿意度之關係	38
圖 10 研究架構圖	41
圖 11 受測者性別統計圖	47
圖 12 受測者學制統計圖	48
圖 13 受測者所屬學院統計圖	49
圖 14 受測者年級統計圖	50
圖 15 受測者資訊服務使用頻率統計圖	51
圖 16 受測者對於學校導入ISO 20000之認知	52
圖 17 資料分析流程圖	53
圖 18滿意度平均值比較圖	65

中文部份
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3.杜書揚，2004，線上資訊系統品質衡量模式之建立－以網路書店為例，國立台灣大學資訊管理所碩士論文。
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5.周泰華、黃俊英、郭德賓，1999，服務品質與顧客滿意評量模式之比較研究，輔仁管理評論，第六卷第一期，頁37~68。 
6.郭德賓、周泰華、黃俊英，2000，服務業顧客滿意評量之重新檢測與驗證，國立中山大學，中山管理評論，第十八卷第一期，頁153~200。
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英文部份
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網路文獻
陳光楷，2008， ITIL的誕生與演進，ZDNet Taiwan http://www.zdnet.com.tw/enterprise/technology/0,2000085680,20127342,00.htm