| Summary: | 碩士 === 開南大學 === 資訊管理學系 === 96 === In the competitive business world of today, the advancement of information technology has narrowed down the differences among products and services. Improving service quality and customer satisfaction become crucial factors in maintaining the competitiveness. In the past, the Management Information System (MIS) department in an enterprise was classified as a supporting group in view of the enterprise’s service quality. As the business applications of the Internet and e-commerce have become more widespread, the roll of the MIS department should be changed accordingly. In the evolving new business model, the customers can contact the MIS department directly and likewise the MIS department can reply the customers’ questions directly via the Web-Based systems. This business model pushes the MIS department to the front line of customer service. Consequently, the MIS department plays a critical roll in service quality provided to the customers.
This research has used two survey questionnaires based on the service quality Gap Model (PZB Gap Model) to identify a set of up-to-date service quality and related service technologies of a telecommunication company in Taiwan. Based on the results from these two surveys, Quality Function Deployment (QFD) method was conducted to identify critical factors in service quality that related to the MIS department. The obtained result of this research is a set of critical service quality processes for the MIS department. They can be used to help telecommunication companies to improve their service quality.
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