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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 翁崇雄 | |
| dc.contributor.author | Charng-Renn Yu | en |
| dc.contributor.author | 余常任 | zh_TW |
| dc.date.accessioned | 2021-06-13T03:23:20Z | - |
| dc.date.available | 2011-08-01 | |
| dc.date.copyright | 2011-08-01 | |
| dc.date.issued | 2011 | |
| dc.date.submitted | 2011-07-29 | |
| dc.identifier.citation | 參考文獻
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/31885 | - |
| dc.description.abstract | 隨著網際網路快速的發展與普及，雲端運算技術開始受到產學兩界的關注，軟體即服務(Software as a Service，簡稱SaaS)將軟體以服務的概念來開發、傳遞、收費的模式逐漸受到重視與採用。儘管如此，過去資訊服務服務品質相關的研究多半著重在網站品質上，少有對於SaaS服務服務品質之研究，因此本研究嘗試進行SaaS服務服務品質衡量模式之探討。
本研究從SaaS相關的研究中彙整出其服務特性，並結合Parasuraman等學者於2005年發展的E-S-QUAL量表，建構出SaaS服務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問卷調查的方式進行了問項的驗證工作。 問卷的精簡工作是依據Parasuraman、Zeithmal、Berry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25道題目、5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SaaS服務服務品質的量表。 | zh_TW |
| dc.description.abstract | As the maturity and population of Internet grow , the cloud computing gains great attention by both the industrial and academic . The business model of SaaS (software as a service) , the concept of developing , delivering , charging software as a service begins to gain importance and introduce . Nevertheless , most of the research on information service quality focus on website quality , rarely works on SaaS . This study endeavors to develop a measurement model for the evaluation of the service quality of SaaS.
This study summarizes the characteristics of SaaS service from relevant researches , and combines Parasuraman’s 2005 E-S-QUAL study to develop the original dimensions for measuring the service quality of SaaS service. This study generates corresponding items from original dimensions , and uses questionnaire to perform the verification of these items. According to the developing process of SERVQUAL scale in service quality, which used by Parasuraman, Zeithmal, Berry in 1988, this study do the task of scale purification. After this process, it develops a scale including twenty-five items and five dimensions. Through reliability and validity analysis, it also proofs that the scale can be used to measure the service quality of SaaS service. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-13T03:23:20Z (GMT). No. of bitstreams: 1 ntu-100-R98725034-1.pdf: 1049977 bytes, checksum: 43d1eb294e83732ef35039ba5a754840 (MD5) Previous issue date: 2011 | en |
| dc.description.tableofcontents | 目錄 I
表目錄 II 圖目錄 III 第一章、緒論 1 第一節、 研究背景與動機 1 第二節、 研究目的 3 第二章、文獻探討 4 第一節、 SaaS 4 第二節、 服務品質的概念與衡量方法 8 第三節、 SaaS的服務品質模型 12 第三章、研究方法 13 第一節、 研究架構 13 第二節、 變數的定義與量表問項發展 14 第三節、 量表編製流程 22 第四章、資料分析與研究結果 24 第一節、 原始問卷信度與效度分析 24 第二節、 人口統計變數分析 25 第三節、 問卷精簡過程 30 第四節、 信度與效度分析 42 第五節、 結果分析 45 第五章、結論與建議 55 第一節、 研究結論 55 第二節、 研究限制 56 第三節、 後續研究建議 57 參考文獻 58 附錄 62 | |
| dc.language.iso | zh-TW | |
| dc.title | 衡量SaaS服務品質之多構面量表 | zh_TW |
| dc.title | A Multidimentional Scale for the Evaluation of Saas Service Quality | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 99-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 季延平,盧信銘 | |
| dc.subject.keyword | 網路服務,服務品質,SaaS,Software as a Service,雲端服務, | zh_TW |
| dc.subject.keyword | Internet service,Service quality,SaaS,Software as a Service,cloud computing, | en |
| dc.relation.page | 66 | |
| dc.rights.note | 有償授權 | |
| dc.date.accepted | 2011-07-29 | |
| dc.contributor.author-college | 管理學院 | zh_TW |
| dc.contributor.author-dept | 資訊管理學研究所 | zh_TW |
| 顯示於系所單位： | 資訊管理學系 | |
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