| Summary: | 碩士 === 國立臺南大學 === 教育經營與管理研究所碩士班 === 96 === The purposes of this study were to investigate the relationship between service quality of information technology (IT) department and satisfaction of administrators in higher education, and to understand the differentiations of administrators’ cognition from different background toward IT service quality and satisfaction.
According to references, self-developed University and College IT Service Quality and Satisfaction Questionnaire was used as the research tool, which was conducted to collect the data from all administrators in National University of Tainan. 138 effective questionnaires were received, which the return rate was 71.13%. The data were analyzed through SPSS v.14.0 by using several statistical methods including t-test, one-way ANOVA and Pearson product-moment correlation. In addition to support the additional information from questionnaire, semi-structure interview was conducted to deeply understand current trend of university administrators using IT services, key factors to affect service quality and satisfaction, and suggestions of IT service improvement.
Finally, research results were discussed and compressed to be conclusions. The conclusions of this research were as follows.
1.The IT department service quality and satisfaction of administrators in National University of Tainan were rated as upper-middle level. However, the IT service expectation from administrators was obviously higher than their actual perception, which clearly expressed the potential improvement of IT service quality at National University of Tainan. For the priority of each IT service quality, assurance was rated as the highest, followed by empathy, responsiveness and tangibles, and reliability was comparatively low.
2.Administrators with different ages, positions had significant differentiation toward quality cognition of IT department.
3.Administrators with different ages, departments, positions, location and durations had significant differentiation toward service satisfaction of IT department.
4.The IT service quality at National University of Tainan and the satisfaction of administrators toward IT department had positive correlation.
Eventually, this research proposed suggestions according to the research conclusions could be used as a reference for education institutes and future researchers in the relevant fields.
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