| Summary: | 碩士 === 義守大學 === 資訊工程學系 === 92 === To keep pace with the fast development of the information technology and raise the level of their information service, colleges and universities in Taiwan usually deal with the problem of limited supports of hands, equipment, and finance by outsourcing. However, disputes over the validate standard of information service quality often break out between schools and outsourcing providers. Therefore, it is necessary to establish an effective and customized criterion of information service quality for both parties to follow.
In literature, most estimating formats are found to be designed from the perspective of the industry, and quite few models are to address the issue from that of the educational institution. Therefore, it is necessary to establish an effective and customized criterion for colleges and universities. In their research, referring to the investigation by Parasurman, Zeithaml and Berry (1988), Kettinger and Lee (1997) examine the discrepancy between user expectations and user perceptions of service quality that outsourcing vendors supply and devise a Short Form SERVQUAL to estimate the service quality for information system .
Referring to the Short Form SERVQUAL and established model, we are mainly concerned with the four aspects of reliability, responsiveness, assurance and empathy. While referring to the three outsourcing activities in colleges and universities: “equipment maintenance”,“system development, designing and maintenance”,“data importing and handling”, we also examine the real gap between expectations and perceptions in the evaluation of outsourcing provider service quality. The purpose of the study is to provide schools of different backgrounds with the comprehensive basis of the evaluation of service quality.
After analyzing the questionnaires, we found that reliability, responsiveness, assurance and empathy in the equipment maintenance are significant and respected by users, and so are they in system development and maintenance. Furthermore, the school nature, the outsourcing character, the purchasing mode, the scale of outsourcing vendors, and outsourcing vendor station actually have impact on the service quality. The results of the study can be used as reference to the estimating standard for educational institutions when are to purchase outsourcing.
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