Scale Development for Service Quality for the Information Technology Service Industry

• Main Authors: Wang, Liang-Wen, 王良文
• Other Authors: Ding, Cherng G.
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/85361544184733510059

碩士 === 國立交通大學 === 管理學院經營管理學程 === 101 === In order to provide a standard method to measure service quality of Information Technology Service Industry, this study is to develop a suitable service quality scale which is based on Parasuraman, Zeithaml, and Berry (1985, 1988, 1991) service quality scale development steps and Churchill's (1979) suggested procedure for developing better measures and also refer to the characteristics of the information technology services industry ,so it can be used as the assessment of service quality and to improve service quality. This service quality scale of Information Technology Service includes 5 dimensions and 15 items. These 5 dimensions are “Service Information Accessibility”, “Service Responsiveness”, “Service Assurance”, “Service Courtesy” and “Data Privacy”. After using Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA) and Cronbach α, we proved the good reliability and validity of this service quality scale. In addition to the 5 dimensions investigated by CFA, the Second-order CFA is used to verify the relevancy between the second-order factor “Service professionalism” and the 3 dimensions of “Service Responsiveness”, “Service Assurance” and “Service Courtesy”. At last, the final version of this scale is discussed and produced to provide the industry service providers as the assessment tool of service quality and for improving their service quality.