服務品質水準在各行各業中都佔有相當重要的角色，本研究以資訊服務業為研究範圍，以「服務品質模式」為研究基礎，採用SERVQUAL服務量表理論中的五個構面，可靠性（Reliability）、回應性（Responsiveness）、確實性（Assurance）、同理心（Empathy）、有形性（Tangibles），五大構面之服務品質觀點，探討不同服務項目在五大構面下客戶感受度為何，進而透過排序分析，瞭解個案公司提供的服務項目、客戶回應的實際與認知程度之優先順序。
有效回收問卷數為118份，研究結果透過路徑係數檢定分析，探討受訪者對期望程度和實際程度是否有顯著差異性，以瞭解受訪者心目中所期望及實際之服務品質是否有差距，研究結果可做為未來規劃調整服務內容參考。
本研究結果發現，個案公司提供的六大服務，從五大構面感受度分析，都有相當大的進步空間，其中一項調查受訪者與個案公司接觸往來時間半年以下以及十年以上，對於六大服務在五大構面下的感受度調查結果發現接觸時間越久對於服務的滿意度反倒有下降的趨勢，這對個案公司而言無疑是重要警訊，本研究之發現有助於個案公司長期發展調整擬定策略，提升客戶滿意度和忠誠度。另外，亦可作為其他資訊系統整合商提供服務項目改善滿意度之參考。

Service quality standards play an important role in all walks of life. This research takes the information service industry as the research scope and the "service quality model" as the research foundation. The five perspectives of the SERVQUAL theory, including reliability, responsiveness, assurance, empathy and tangibles. The five perspectives of service quality perspectives, explore how different service items are perceived by customers under these perspectives, and then through ranking analysis, understand the priority of the service items provided by the case company and the actual and cognitive level of customer response.
In addition, reaearch model was tested through path coefficient analysis, after we conduct a questionnaire survey. Add the characteristics of different interviewees as variables to explore and understand whether there are significant differences in service quality between the interviewee’s expectations and reality. The research results will be used as a reference for future planning and adjustment of service content. The 118 valid samples was gathered. The results of the study found that the six major services provided by the case company, from the perspective of the five dimensions, still have room for improvement. Respondents have contact with the case company for less than six months and more than ten years. The survey results on the perception of the six major services under the five dimensions found that the longer the contact time, the satisfaction with the service decreased. This is undoubtedly an important warning sign for the case company. The findings of this research are helpful for the long-term development of the case company to adjust and formulate strategies, and improve customer satisfaction and loyalty. In addition, it can also be used as a reference for the satisfaction of customer service provided by the system integrator.

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