使用者涉入對網際網路線上服務服務品質評量之影響
Other Title
Influence of User Involvement to Service Quality on Internet
Date Issued
2001
Date
2001
Author(s)
DOI
892416H002110
Abstract
In recent years, the development of Internet and electronic commerce has
expanded the range of information service from internal customer to external
customer, and the service quality of information has been put upon great importance
since quality is the point of service. In the meantime, scholars are gradually extending
the concept of “involvement” into “service involvement”, therefore this study
attempts to investigate the influence that the degree of user involvement causes to the
assessment of service quality on Internet.
This study integrated and probed literature in related domains such as Internet,
service quality and user involvement, and found that the PZB(1985) Service Quality
Conceptual Model does not take the factor of “user involvement” into consideration,
and is thus built primarily on the theory of involvement. Combining with the gap
model and theories on service quality, this study proposed further “The Conceptual
Model of Influence from User Involvement to Service Quality Assessment”, and
conducted empirical research based on users of Internet. Through compare analysis
with PZB model by LISREL, superior model fitness of “The Conceptual Model of
Influence from User Involvement to Service Quality Assessment” is verified, and
“user involvement” is found to cast great positive effect on constructs such as “expected service”, “perceived service” and “total service quality”.
Subjects
Internet
Service Quality
User Involvement
Publisher
臺北市：國立臺灣大學資訊管理學系暨研究所
Type
other
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