https://scholars.lib.ntu.edu.tw/handle/123456789/105160
標題: | 網際網路線上服務服務品質評量模式之建構 | 其他標題: | A Scale for Measuring Consumer Perceptions of Ser vice Quality in Inter net on-line Ser vices | 作者: | 翁崇雄 | 關鍵字: | 網際網路;服務品質;系統品質;資訊品質;Internet;Service quality;System quality;Information quality | 公開日期: | 2000 | 出版社: | 臺北市:國立臺灣大學資訊管理學系暨研究所 | 摘要: | 今日網際網路快速的發展,使網際網路的線上服務也呈現快速的成長,其資 訊的服務亦受到了相當大的重視,而資訊服務重點在於服務品質的觀點近年來也 漸受各界的重視。而傳統資訊服務的衡量是利用系統品質、資訊品質兩個大構 面,但近年來學者認為服務品質亦是一個重要的衡量構面,而網際網路線上服務 更使得資訊服務對象由內部顧客轉移至外部顧客,因此本研究嘗試進行網際網路 線上服務服務品質衡量模式之建構。 本研究整合了傳統服務品質、系統品質、資訊品質三個大構面,發展出衡量 網際網路線上服務整體服務品質的原始構面,並從這些構面發展出對應的問項且 以網際網路問卷的方式進行了問項的驗證工作。 問卷的精簡工作是依據PZB 於1988 年發展SERVQUAL 量表的整個程序進 行,經過此程序,原始問卷被精簡成一份含有22 道題目、三個構面的量表,再 經過信度、效度的檢驗,證實這是一份適合用來衡量網際網路線上服務服務品質 的量表。 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. |
URI: | http://ntur.lib.ntu.edu.tw//handle/246246/18817 | 其他識別: | 892416H002042 | Rights: | 國立臺灣大學資訊管理學系暨研究所 |
顯示於: | 資訊管理學系 |
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892416H002042.pdf | 58.5 kB | Adobe PDF | 檢視/開啟 |
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