Explore the different customer group of satisfaction for different type of IS/IT outsourcing

[[abstract]]資訊委外是指將組織中資訊相關活動部份或全部的資訊系統功能委由外部服務承包商執行，以得到所需的服務，來支援組織持續運作。本單位屬於政府公務部門，因近年來資訊科技日益進步，組織內資訊基礎建設不足、業務作業大量資訊化、資訊人力不足、公元年序危機及引進資訊科技等因素，自1983年陸續完成資訊整體規畫及建置、廠級後勤資訊系統發展維護案、飛機使用單位後勤資訊系統發展維護案、千禧年序系統轉換發展及電腦設備與網路維護委外等資訊委外作業，均能達到預期目標及效益。 本研究主要探討本單位內不同組織層級人員對不同型態資訊委外的滿意度分析及評估。本單位資訊委外業務項目相當多，可分歸納為整體性(電腦設備及網路維護資訊委外)、選擇性(資訊系統發展委外案)及功能性委外(技術諮服務)三大類，組織內資訊委外的顧客可分為負責資訊系統維護的資訊維護人員，及負責專案管制、溝通協調及全案執行的主管及專案管制員，另一類為系統終端使用者等三個群組。本研究從資訊系統委外的執行中的交易關係、夥伴關係及系統效能三個構面來探討不同行型態資訊委外對不同顧客群顧客滿意度的影響及其互相影響之情況。研究顯示終端使用者對滿意度評估較重視能幫助提昇工作相關(task-related)之系統效能的滿意度影響因素，系統維護者對滿意度影響因素較注重系統相關(IS-related)之系統效能因素，就不同資訊委外類型中聘請技術顧問的資訊委外類型滿意度最高，資訊維護者滿意度最高。 整體而言，資訊系統維護人員、終端使用者、主管與專案管制員等不同組織層級對整體性委外、選擇性委外及功能性委外的滿意度有顯著的差異，與未分資訊委外型態之分析有比較好的說明能力，因此對於不同型態的管理應採不同型式的管理策略，應增加互動、溝通、教育訓練來滿足終端使用者及資訊系統維護者的需求，改善組織內的顧客滿意度。[[abstract]]IS/IT outsourcing is the practice of turning over part or all of an organization’s IS related function to external service providers to support the continuous operations of an organization. Our organization is a government department. As IT is rapidly developing, we have experienced the problems of inadequate information infrastructure , massive computerized works, insufficient IT human resource, and IT turning-in. Therefore, since 1983, we have outsourced the projects of Integrated Information Planning and Implementation, Depot and Base level’s Logistics Information Management System, and computer and network maintenance and so on. The primary motivation of this research is to study the differences in customer satisfaction across different layers of groups for various types of IS outsourcing. The outsourcing projects of our organization can be classified into three categories: total outsourcing, selective outsourcing and functional outsourcing. There are three distinct customer groups for IS outsourcing within the organization: operators, project, and end users .This research studies how the factors, transaction relationship, partnership and system performance, determine each customer group’s satisfaction with different types of IS outsourcing. The result of analysis indicates that the users are more concerned with task-related system performance and IS-related system performance is more important for the operators. Among the various types of IS outsourcing, the outsourcing of IT consulting services is the most satisfactory. In summary, operators, end users and project directors have significant differences in customer satisfaction for total, selective and functional outsourcing. In comparison with the model of ungrouping outsourcing types, this analysis is more expressive. The different strategies should apply the different management .We should fulfill the users’ and operators’ requirements by encouraging more interaction, communication and training activities to improve customer satisfaction within the organization