Comparing Evaluations of Internal Service Quality within European and Chinese Cultures for Services provided by IT Departments

碩士 === 國立成功大學 === 國際管理碩士在職專班 === 98 === Previous research has found that contextual factors influence service quality. However, very little cross-cultural research studying internal service quality (ISQ) has been conducted and no research has compared European and Chinese cultures ISQ evaluations. T...

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Main Authors: SanderM?gi, 馬奇
Other Authors: Don Jyh-Fu Jeng
Format: Others
Language:en_US
Published: 2010
Online Access:http://ndltd.ncl.edu.tw/handle/56904575384489471101
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spelling ndltd-TW-098NCKU53210522015-11-06T04:03:45Z http://ndltd.ncl.edu.tw/handle/56904575384489471101 Comparing Evaluations of Internal Service Quality within European and Chinese Cultures for Services provided by IT Departments Comparing Evaluations of Internal Service Quality within European and Chinese Cultures for Services provided by IT Departments SanderM?gi 馬奇 碩士 國立成功大學 國際管理碩士在職專班 98 Previous research has found that contextual factors influence service quality. However, very little cross-cultural research studying internal service quality (ISQ) has been conducted and no research has compared European and Chinese cultures ISQ evaluations. This study tries to fill that research gap by studying ISQ of services provided by the IT department in Estonia (a European culture) and Taiwan (a Chinese culture) and focusing on the influence of culture (both national culture and Hofstede’s culture dimensions) on ISQ evaluations. The influence of the amount of services received online is also under investigation. In order to adequately study differences in ISQ evaluations in Estonia and Taiwan, as well as the influence of contextual factors, data was collected simultaneously in Estonia and Taiwan. This resulted in 201 usable responses collected from Estonia and 202 from Taiwan. Findings from this study benefit both to the academic world and practitioners by adding to the knowledge about the influence of contextual factors, especially culture, to service quality evaluations by using a unique research setting. This research finds that ISQ evaluations and the important attributes indeed differ in Estonia and Taiwan and thus practitioners should focus on those factors and attributes that are important in their respective country to be more efficient in improving ISQ. However, ISQ factor Shared Understanding is found to be important in predicting overall quality evaluations in both Estonia and Taiwan. Another important finding is that all ISQ factors are significantly influenced by at least one of Hofstede’s culture dimensions, while six out of seven Hofstede’s culture dimensions are found to significantly influence ISQ evaluations. However, overall the influence of culture on ISQ evaluations is weak. Practitioners also benefit from the finding that the more services received online, the better ISQ is evaluated in Taiwan, while ISQ evaluations in Estonia are not influenced, indicating that more services should be provided online in Taiwan to improve ISQ evaluations. More research investigating the effect the amount of online services has on ISQ evaluations and on its moderating factors (such as culture) is called for. Don Jyh-Fu Jeng 鄭至甫 2010 學位論文 ; thesis 141 en_US
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description 碩士 === 國立成功大學 === 國際管理碩士在職專班 === 98 === Previous research has found that contextual factors influence service quality. However, very little cross-cultural research studying internal service quality (ISQ) has been conducted and no research has compared European and Chinese cultures ISQ evaluations. This study tries to fill that research gap by studying ISQ of services provided by the IT department in Estonia (a European culture) and Taiwan (a Chinese culture) and focusing on the influence of culture (both national culture and Hofstede’s culture dimensions) on ISQ evaluations. The influence of the amount of services received online is also under investigation. In order to adequately study differences in ISQ evaluations in Estonia and Taiwan, as well as the influence of contextual factors, data was collected simultaneously in Estonia and Taiwan. This resulted in 201 usable responses collected from Estonia and 202 from Taiwan. Findings from this study benefit both to the academic world and practitioners by adding to the knowledge about the influence of contextual factors, especially culture, to service quality evaluations by using a unique research setting. This research finds that ISQ evaluations and the important attributes indeed differ in Estonia and Taiwan and thus practitioners should focus on those factors and attributes that are important in their respective country to be more efficient in improving ISQ. However, ISQ factor Shared Understanding is found to be important in predicting overall quality evaluations in both Estonia and Taiwan. Another important finding is that all ISQ factors are significantly influenced by at least one of Hofstede’s culture dimensions, while six out of seven Hofstede’s culture dimensions are found to significantly influence ISQ evaluations. However, overall the influence of culture on ISQ evaluations is weak. Practitioners also benefit from the finding that the more services received online, the better ISQ is evaluated in Taiwan, while ISQ evaluations in Estonia are not influenced, indicating that more services should be provided online in Taiwan to improve ISQ evaluations. More research investigating the effect the amount of online services has on ISQ evaluations and on its moderating factors (such as culture) is called for.
author2 Don Jyh-Fu Jeng
author_facet Don Jyh-Fu Jeng
SanderM?gi
馬奇
author SanderM?gi
馬奇
spellingShingle SanderM?gi
馬奇
Comparing Evaluations of Internal Service Quality within European and Chinese Cultures for Services provided by IT Departments
author_sort SanderM?gi
title Comparing Evaluations of Internal Service Quality within European and Chinese Cultures for Services provided by IT Departments
title_short Comparing Evaluations of Internal Service Quality within European and Chinese Cultures for Services provided by IT Departments
title_full Comparing Evaluations of Internal Service Quality within European and Chinese Cultures for Services provided by IT Departments
title_fullStr Comparing Evaluations of Internal Service Quality within European and Chinese Cultures for Services provided by IT Departments
title_full_unstemmed Comparing Evaluations of Internal Service Quality within European and Chinese Cultures for Services provided by IT Departments
title_sort comparing evaluations of internal service quality within european and chinese cultures for services provided by it departments
publishDate 2010
url http://ndltd.ncl.edu.tw/handle/56904575384489471101
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