網際網路線上服務服務品質評量模式之建構
Other Title
A Scale for Measuring Consumer Perceptions
of Ser vice Quality in Inter net on-line Ser vices
of Ser vice Quality in Inter net on-line Ser vices
Date Issued
2000
Date
2000
Author(s)
DOI
892416H002042
Abstract
Today, Internet grows rapidly, and it also makes Internet online service
representing great growth. Such information service has been emphasized much. In
recent years, the viewpoint that the most important thing in information service is
service quality is emphasized by people. And there are two major dimensions that
traditional measuring of information service includes, system quality and information
quality. However, in recent years, researchers considered service quality as an
important dimension, and Internet online service transfers the client of information
service from internal customer to external customer. Thus this study tries to create
measurement models of the service quality of Internet online service.
This study integrates three major dimension, which are traditional service quality,
system quality, and information quality, and develops original dimensions for
measuring the service quality of Internet online service. Besides, it develops
corresponding items from original dimensions. And this study use Internet
questionnaire to perform the verification of items.
According to the developing process of SERVQUAL scale in service quality,
which used by PZB in 1988, this study do the task of scale purification. After this
process, it develops a scale including twenty-two items and three dimensions.
Through reliability and validity analysis, it also proofs that the scale can be used to
measure the service quality of Internet online service.
Subjects
Internet
Service quality
System quality
Information quality
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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