企業整體政策、資訊應用環境以及資訊中心角色一直以來甚少被經營決策者同時納入組織整體規劃考量。再者，相關資訊中心績效研究資料不僅年代稍久亦缺乏全面性整體研究。本研究藉服務品質量表(SRVQUAL)結合資料包絡分析BCC最大產出方式進行二階段分析(第一階段:品質績效分析、第二階段:利潤績效分析)以評估資訊中心在組織中營運績效。實證研究將以台灣地區資訊中心為標的。並在兩階段分析模式分析後，進行資訊中心相對效率及差異性分群，提供在不同資訊中心績效產出下，組織決策者或資訊長在未來改善組織策略時之重要參考依據，並以指標性資訊中心績效作為該特定資訊中心未來努力目標方向。

　　本研究藉服務-利潤鏈概念加以衍生出之能力-服務與品質-績效(C-SQ-P)架構概念，發展出連續型服務績效模式。實證結果顯示服務品質較佳資訊中心與組織整體經營績效之間相關。並透過公司獲利數值、操作資源數值和服務品質要項等因素進行整合達到資訊中心使命與組織政策充分連結之整體績效。

　Company overall policy、the environment of information application and the role information have been hardly considered into company complete planning. What’s worse, updated and entire research report is not enough as of now. SERVQUAL is applied to be linked with data envelopment analysis as processing 2-stage analyses (1st stage: quality efficiency analysis, 2nd stage: profit efficiency analysis) so as to evaluate IT center performance in organization. A real case study will be imposed against relative IT center in Taiwan. When 2-stage of empirical study is completed, comparative efficiency and differential clusters will be shown out as vital reference foundation to CEO or CIO in the future. Then they may set benchmark IT center as target unit for potential and future improvement in the future.

　This research is on the basis of service-profit chain concept to develop capability -service quality-performance(C-SQ-P) as implementing continual service performance model. Empirical result indicates better service quality of IT center display better overall operation efficiency to organization. after a series of performance evaluation and combination against managerial resources inputs、service items、and organizational overall outputs. It implies mutually linked between IT center performance and organization overall performance.

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財團法人資訊工業策進會(九十四年六月七號擷取資料位址)http:www.iii.org.tw

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