請用此 Handle URI 來引用此文件:
http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/37312
完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 陳鴻基(Houn-Gee Chen) | |
dc.contributor.author | Wei-Hao Chen | en |
dc.contributor.author | 陳威豪 | zh_TW |
dc.date.accessioned | 2021-06-13T15:24:07Z | - |
dc.date.available | 2013-07-24 | |
dc.date.copyright | 2008-07-24 | |
dc.date.issued | 2008 | |
dc.date.submitted | 2008-07-22 | |
dc.identifier.citation | 參考文獻
英文部分 Aladwani, A. M., and P. C. Palvia (2002). “Developing and Validating an Instrument for Measuring User-Perceived Web Quality.” Information and Management, 39 (6), p 467–476. Anderson, R. E., and S. S. Srinivasan (2003). “E-Satisfaction and E-Loyalty: A Contingency Framework.” Psychology and Marketing, 20 (2), p123–138. Balabanis, G., N. Reynolds, and A. Simintiras (2006). “Bases of E-Store Loyalty: Perceived Switching Barriers and Satisfaction.” Journal of Business Research, 59 (2), p 214–224. Baloglu, S., and Y. A. Pekcan (2006). “The Website Design and Internet Site Marketing Practices of Upscale and Luxury Hotels in Turkey.” Tourism Management, 27 (1), p171–176. Bansal, H. S., H. G. McDougall, S. S. Dikolli, and K. Sedatole (2004). “Relating E-Satisfaction to Behavioral Outcomes: An Empirical Study.” Journal of Service Marketing, 18 (4), p290–302. Barnes, S., and R.T. Vidgen (2002). “An Integrative Approach to the Assessment of E-Commerce.” Journal of Electronic Commerce Research, 3 (3), p114–126. Barnes, S., and R.T. Vidgen (2006). “Data Triangulation and Web Quality Metrics: A Case Study in E-Government.” Information and Management, 43 (6), p767–777. Bart,Y.,V. Shankar, F. Sultan, and G. L. Urban (2005). “Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers? A Large-Scale Exploratory Empirical Study.” Journal of Marketing, 69 (4), p133–152. Bauer, H. H., T. Falk, and M. Hammerschmidt (2006). “eTransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping.” Journal of Business Research, 59, p866–875. Benbunan-Fich, R (2001). “Using Protocol Analysis Evaluate the Usability of a Commercial Web Site.” Information Management, 39, p151–163. Bharati, P., and P. Tarasewich (2002). “Global Perceptions of Journals Publishing E-Commerce Research,” Communications of the ACM, 45 (5), p21–26. Brownlie, D., M. Saren, R. Whittington, and R. Wensley (1994). “The New Marketing Myopia: Critical Perspectives on Theory and Research in Marketing Introduction.” European Journal of Marketing, 28 (3), p6–12. Buckley, J. (2003). “E-Service Quality and Public Sector.” Managing Service Quality, 13 (6), p453–462. Cai, S., and M. Jun (2003). “Internet Users’ Perceptions of Online Service Quality: A Comparison of Online Buyers and Information Searchers.” Managing Service Quality, 13 (6), p504–519. Chen, K., and D. C. Yen (2004). “Improving the Quality of Online Presence through Interactivity.” Information and Management, 42, p217–226. Chiou, J. (2004). “The Antecedents of Consumers’ Loyalty toward Internet Service Providers.” Information and Management, 41, p685–695. Chung, T., and R. Law (2003). “Developing a Performance Indicator for Hotel Websites.” Hospitality Management, 22, p119–125. Collier, J. E., C. C. Bienstock (2006). “Measuring Service Quality in E-Retailing.” Journal of Service Research, 8(3), p260–275. Constantinides, E. (2004). “Influencing the Online Consumer’s Behavior: The Web Experience.” Internet Research, 14(2), p111–126. Cronin, J. J. (2003). “Looking Back to See Forward in Services Marketing: Some Ideas to Consider.” Managing Service Quality, 13 (5), p332–337. D’Ambra, J., and R. E. Rice (2001). “Emerging Factors in User Evaluation of the World Wide Web.” Information and Management, 38 (6), p373–384. Davori, P., F. Mazzoni, and E. Corradini (2005). “Quality Assessment of Cultural Web Sites with Fuzzy Operators.” Journal of Computer Information Systems, 46 (1), p44–57. De Wulf, K., N. Schillewaert, S. Muylle, and D. Rangarajan (2006). “The role of pleasure in web site success.” Information and Management, 43 (4), p434–446. Devaraj, S., M. Fan, and R. Kohli (2002). “Antecedents of B2C Channel Satisfaction and Preference: Validating E-commerce Metrics.” Information Systems Research, 13 (3), p316–333. Devaraj, S., M. Fan, and R. Kohli (2003). “E-Loyalty—Elusive Ideal or Competitive Edge?” Communications of the ACM, 46 (9), p184–192. Donthu, N. (2001). “Does Your Web Site Measure Up?” Marketing Management, 10 (4), p29–32. Douglas, A., L. Muir, and K. Meehan (2003). “E-Quality in the E-Services Provision of Legal Practices.” Managing Service Quality, 13(6), p483–491. Elzbieta , W. (2004), “Online Store Perceptions: How to Turn Browsers into Buyers?”, Journal of Marketing Theory & Practice, Vol. 12 Issue 3, p36-47 Éthier, J., P. Hadaya, J. Talbot, and J. Cadieux (2006). “B2C Web Site Quality and Emotions During Online Shopping Episodes: An Empirical Study.” Information & Management, 43, 627–639. Evanschitzky, H., G. R. Iyer, J. Hesse, and D. Ahlert (2004). “E-Satisfaction: A Re-Examination.” Journal of Retailing, 80, p239–247. Fam, K. S., T. Foscht, and R. D. Collins (2004). “Trust and the Online Relationship-An Exploratory Study form New Zealand.” Tourism Management, 25 (2), p195–207. Field, J. M., G. R. Heim, and K. K. Sinha (2004). “Managing Quality in the E-Service System: Development and Application of a Process Model.” Production and Operations Management, 13 (4), p291–306. Fink, D., and R. Laupase (2000). “Perceptions of Web Site Design Characteristics: A Malaysian/Australian Comparison.” Internet Research, 10 (1), p44–55. Fitzsimmons, James A., and Mona J. Fitzsimmons, Service Management: Operations, Strategy, and Information Technology, 4th Ed., Irwin/McGraw-Hill, 2004. Flavián, C., M. Guinalíu, and R. Gurrea (2006). “The Role Played by Perceived Usability, Satisfaction and Consumer Trust on Website Loyalty.” Information and Management, 43 (1), p1–14. Francis, J. E., and L. White (2002). “PIRQUAL: A Scale for Measuring Customer Expectations and Perceptions of Quality in Internet retailing.” In Proceedings of the Winter Educators’ Conference, American Marketing Association. Chicago, IL: American Marketing Association, pp. 438–443. Gommans, M., K. S. Krishnan, and K. B. Scheffold (2001). “From Brand Loyalty to E-Loyalty: A Conceptual Framework.” Journal of Economic and Social Research, 3 (1), p43–58. Gounaris, S., and S. Dimitriadis (2003). “Assessing Service Quality on the Web: Evidence from Business-to-Consumer Portals.” Journal of Services Marketing, 17 (4/5), p529–548. Gounaris, S., S. Dimitriadis, and V. Stathakopoulos (2005). “Antecedents of Perceived Quality in the Context of Internet Retail Stores.” Journal of Marketing Management, 21, p669–700. Gretzel, U., D. R. Fesenmaier, S. Formica, and J. T. O’Leary (2006). “Searching for the Future: Challenges Faced by Destination Marketing Organizations.” Journal of Travel Research, 45 (2), p116–126. Gretzel, U.,Y. Yuan, and D. R. Fesenmaier (2000). “Preparing for the New Economy: Advertising Strategies and Change in Destination Marketing Organizations.” Journal of Travel Research, 39, p146–156. Griffith, D. A., and R. F. Krampf (1998). “An Examination of the Web-Based Strategies of the Top 100 U.S. Retailers.” Journal of Marketing Theory and Practice, 6 (3), p12–23. Gronroos, C. (1990), “A Service-Oriented Approach to Marketing of Service”, European Journal of Marketing, Vol.12, No.8, pp. 588-601. Hassan, S., and F. Li (2005). “Evaluating the Usability and Content Usefulness of Web Sites: A Benchmarking Approach.” Journal of Electronic Commerce in Organization, 3(2), p46–67. Heim, G. R. and J. M. Fields (2007), “Process Drivers of E-service Quality: Analysis of Data from an Online Rating Site”, Journal of Operations Management, Vol. 25 Issue 5, p962-984 Hernon, P., and P. Calvert (2005). “E-Service Quality in Libraries: Exploring its Features and Dimensions.” Library and Information Science Research, 27 (3), p377–404. Huizingh, E. (2000). “The Content and Design of Web sites: An Empirical Study,” Information and Management, 37 (3), p123–134. Iwaardena, J. V., A. Wiele, L. Ball, L., and R. Millen (2004). “Perceptions about the Quality of Web Sites: A Survey amongst Students at Northeastern University and Erasmus University.” Information and Management, 41 (8), p947–959. Janda, S., P. J. Trocchia, and K. P. Gwinner (2002). “Consumer Perceptions of Internet Retail Service Quality,” International Journal of Service Industry Management, 13 (5), p412–431. Jayawardhena, C. (2004). “Measurement of Service Quality in Internet Banking: The Development of an Instrument,” Journal of Marketing Management, 20 (1/2), p185–207. Jeong, M., and C. Lambert (2001). “Adaptation of an Information Quality Framework to Measure Customer’ Behavioral Intentions to Use Lodging Web Sites.” Hospitality Management, 20, p129–146. Jiang, P., and B. Rosenbloom (2005). “Customer Intention to Return Online: Price Perception, Attribute-Level Performance, and Satisfaction Unfolding Over Time.” European Journal of Marketing, 39 (1/2), p150–174. Jun, M., and S. Cai (2001). “The Key Determinants of Internet Banking Service Quality: A Content Analysis,” The International Journal of Bank Marketing, 19 (7), p276–291. Kaplanidou, K., and C. Vogt (2006). “A Structural Analysis of Destination Travel Intentions as a Function of Web Site Features.” Journal of Travel Research, 45 (2), p204–216. Kaynama, S., and C. Black (2000). “A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study.” Journal of Professional Service Marketing, 21 (1), p63–88. Kim, D., Y. Hwang, and D. R. Fesenmaier (2005). “Modeling Tourism Advertising Effectiveness.” Journal Travel Research, 44, p42–49. Kim, J-H., M. Kim and K. Jay (2007). “ The Impact of Buying Environment Characteristics of Retail Websites.” Service Industries Journal, Vol. 27 Issue 7, p865-880. Kim, M., J-H. Kim, and S. J. Lennon (2006). “Online Service Attributes Available on Apparel Retail Web Sites: An E-S-QUAL approach,” Managing Service Quality, 16 (1), p51–77. Kim, S. and Y. Lee (2006), “Global Online Marketplace: a Cross-cultural Comparison of Website Quality.”, International Journal of Consumer Studies, Vol. 30 Issue 6, p533-543. Kim, S., and L. Stoel (2004). “Dimensional Hierarchy of Retail Website Quality.” Information and Management, 4, p619–633. Kuo T., I-Y. Lu, C-H. Huang and G-C. Wu (2005), “Measuring Users' Perceived Portal Service Quality: An Empirical Study.” Total Quality Management & Business Excellence, Vol. 16 Issue 3, p309-320 Law, R., and C. Hsu (2006). “Importance of Hotel Website Dimensions and Attributes: Perceptions of Online Browsers and Online Purchasers.”Journal of Hospitality & Tourism Research, 30 (3), p295–312. Law, R., and J. Wong (2003). “Successful Factors for a Travel Web Site: Perceptions of On-Line Purchasers in Hong Kong.” Journal of Hospitality and Tourism Research, 27 (1), p118–124. Lee, D., and C. Sohn (2004). “Trust and Switching Cost as a Way to Build E-Loyalty in Internet Markets.” International Journal of Internet and Enterprise Management, 2 (3), p209–220. Lee, G., and H. Lin (2005). “Customer Perceptions of E-Service Quality in Online Shopping.” International Journal of Retail and Distribution Management, 33 (2):, p161–176. Lee, Y., and J. Kim (2002). “From Design Features to Financial Performance: A Comprehensive Model of Design Principles for Online Stock Trading Sites.” Journal of Electronic Commerce Research, 3 (3), p128–143. Lin, H., and Y. Wang (2006). “An Examination of the Determinants of Customer Loyalty in Mobile Commerce Contexts.” Information and Management, 43 (3), p271–282. Lin, C. S., S. Wu, and R. J. Tsai (2005). “Integrating Perceived Playfulness into Expectation-Confirmation Model for Web Portal Context.”Information and Management, 42 (5), p683–693. Lindgaard, G., G. Fernandes, C. Dudek, C., and J. Brown (2006). “Attention Web Designers: You Have 50 Milliseconds to Make a Good First Impression.” Behaviour & Information Technology, 25 (2), p115–126. Liu, C., and K. P. Arnett (2000). “Exploring the Factors Associated with Web Site Success in the Context of Electronic Commerce.” Information and Management, 38 (1), p23–34. Loiacono, E. T., R. T. Watson, and D. Goodhue (2002). “WebQual: A Measure of Web Site Quality.” In Proceedings of the Winter Educator’s Conference, American Marketing Association. Chicago, IL: American Marketing Association, pp. 432–437. Long, M., and C. McMellon (2004). “Exploring the Determinants of Retail Service Quality on the Internet.” Journal of Service Marketing, 18, p78–90. Luarn, P., and H. Lin (2003). “A Customer Loyalty Model for E-Service Context.” Journal of Electronic Commerce Research, 4 (4), p156–167. Ma, Q., J. M. Pearson, and S. Tadisina (2005). “An Exploratory Study into Factors of Service Quality for Application Service Providers.” Information and Management, 42, p1067–1080. Madu, C. N., and A. A. Madu (2002). “Dimensions of E-Quality.” International Journal of Quality and Reliability Management, 19 (3), p246–258. McKinney, V., K. Yoon, and F. Zahedi (2002). “The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach.” Information Systems Research, 13 (3), p296–315. Muylle, S., R. Moenaert, and M. Despontin (2004). “The Conceptualization and Empirical Validation of Web Site User Satisfaction.” Information and Management, 41, p543–560. Negash, S., T. Ryan, and M. Igbaria (2003). “Quality and Effectiveness in Web-Based Customer Support Systems.” Information and Management, 40, p757–768. Oliver, R. L., (1980), “a Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions.” Journal of Marketing Research, Vol. 17, November, p460-469 Palmer, J. W. (2003). “Web Site Usability, Design and Performance Metrics.” Information Systems Research, 13 (2), p151–167. Parasuraman, A., V. A. Zeithaml, and A. Malhotra (2005). “E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality.” Journal of Service Research, 7 (3), p213–233. Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L (1985),.”.A Conceptual Model of Service Quality and Its Implications for Future Research.” Journal of Marketing, Fall85, Vol. 49 Issue 4, p41-50. Park, C., and Y. Kim (2006). “The Effect of Information Satisfaction and Relational Benefit on Consumers’ Online Shopping Site Commitments.” Journal of Electronic Commerce in Organizations, 4 (1), p70–90. Petre, M., S. Minocha, and D. Roberts (2006). “Usability Beyond the Website: An Empirically Grounded E-commerce Evaluation Instrument for the Total Customer Experience.” Behaviour & Information Technology, 25 (2), p189–203. Posselt, T., and E. Gerstner (2005). “E-Satisfaction: Impact on Repurchase Intention and Overall Satisfaction.” Journal of Interactive Marketing, 19 (4), p35–47. Pröll, B., and W. Retschitzegger (2000). “Discovering Next Generation Tourism Information System: A Tour on TIScover.” Journal of Travel Research, 39 (2), p182–191. Ranganathan, C., and S. Ganapathy (2002). “Key Dimensions of Business to-Consumer Web Sites.” Information and Management, 39 (6), p457–465. Ribbink, D., A. C. R. van Riel, V. Liljander, and S. Streukens (2004).“Comfort Your Online Customer: Quality, Trust and Loyalty on theInternet.” Managing Service Quality, 14 (6), p446–456. Richard, M. (2005). “Modeling the Impact of Internet Atmospherics on Surfer Behavior.” Journal of Business Research, 58 (12), p1632–1642. Rodgers,W., S. Negash, and K. Suk (2005). “The Moderating Effect of Online Experience on the Antecedents and Consequences of On-line Satisfaction.” Psychology and Marketing, 22 (4), p313–331. Rowley, J. (2006). “An Analysis of the E-Service Literature: Towards a Research Agenda,” Internet Research, 16 (3), p339–359. Santos, J. (2003). “E-Service Quality: A Model of Virtual Service Quality Dimensions.” Managing Service Quality, 13, p233–246. Schaik, P. V., and J. Ling (2005). “Five Psychometric Scales for Online Measurement of the Quality of Human-Computer Interaction in Web Sites.” International Journal of Human-Computer Interaction, 18 (3), p309–322. Schaupp, L. C., and F. Belanger (2005). “A Conjoint Analysis of Online Consumer Satisfaction.” Journal of Electronic Commerce Research, 6 (2), p95–111. Semeijn, J., A. C. R. van Riel, M. J. H. van Birgelen, and S. Streukens (2005). “E-Services and Offline Fulfillment: How E-Loyalty is Created.” Managing Service Quality, 15 (2), p182–194. Shchiglik, C., and S. J. Barnes (2004). “Evaluating Website Quality in the Airline Industry.” Journal of Computer Information Systems, 44 (3), p17–25. Spohrer, J., Maglio, P.(2007), “The Emergence of Service Science: Toward systematic service innovations to accelerate co-creation of value”, IBM working paper. Srinivasan, S. S., R. Anderson, and K. Ponnavolu (2002). “Customer Loyalty in E-Commerce: An Exploration of Its Antecedents and Consequences.” Journal of Retailing, 78, p41–50. Surjadaja, H., S. Ghosh, F. Antony (2003), “Determining and Assessing the Determinants of E-Service Operations,” Managing Service Quality, 13 (1), p39–44. Sweeney, J. C. and W. Lapp (2004), “Critical Service Quality Encounters on the Web: an Exploratory Study.”, Journal of Services Marketing, Vol. 18 Issue 4, p276-289 Szymanski, D. M., and R. T. Hise (2000). “E-Satisfaction: An Initial Examination.” Journal of Retailing, 76 (3), p309–322. Tierney, P. (2000). “Internet-Based Evaluation of Tourism Web Site Effectiveness: Methodological Issues and Survey Results.” Journal of Travel Research, 39 (2), p212–219. Van Riel, A. C. R., V. Liljander, and P. Jurriens (2001). “Exploring Consumer Evaluations of E-Services: A Portal Site.” International Journal of Service Industry Management, 12 (3/4), p359–377. Van Riel, A. C. R., J. Semeijn, and W. Janssen (2003). “E-Service Quality Expectations: A Case Study.” Total Quality Management, 14 (4), p437–450. Waite, K. (2006). “Task Scenario Effects on Bank Web Site Expectations,” Internet Research, 16 (1), p7–22. Wan, C. S. (2002). “The Web Site of International Tourist Hotels and Tour Wholesalers in Taiwan.” Tourism Management, 23, p155–160. Wang, Y., and D. R. Fesenmaier (2006). “Identifying the Success Factors of Web-Based Marketing Strategy: An Investigation of Convention and Visitors Bureaus in the United States.” Journal of Travel Research, 44, p239–249. Wang, Y, T. Tang, and J. E. Tang (2001). “An Instrument for Measuring Customer Satisfaction toward Web Sites that Market Digital Products and Services.” Journal of Electronic Commerce Research, 2 (3), p89–102. Weathers, D. and I. Makienko (2006), “Assessing the Relationships between E-tail Success and Product and Web Site Factors.”, Journal of Interactive Marketing, Vol. 20 Issue 2, p41-54 Weber. K., and W. S Roehl (1999). “Profiling People Searching for and Purchasing Travel Products on the World Wide Web.” Journal of Travel Research, 37, p291–298. Wolfinbarger, M., and M. C. Gilly (2003). “ETailQ: Dimensionalizing, Measuring and Predicting eTail Quality.” Journal of Retailing, 79 (3), p183–198. Wu, J., and D. Padgett (2004). “A Direct Comparative Framework of Customer Satisfaction: An Application to Internet Search Engines.” Journal of Interactive Marketing, 18 (2), p32–51. Wulf, K. D., N. Schillewaert, S. Muylle, and D. Rangarajan (2006). “The Role of Pleasure in Web Site Success.” Information and Management, 43 (4), p1–13. Yang, Z., S. Cai, Z. Zhou, and N. Zhou (2005). “Development and Validation of an Instrument to Measure User Perceived Service Quality of Information Presenting Web Portals.” Information and Management, 42, p575–589. Yang, Z., and M. Jun (2002). “Consumer Perception of E-Service Quality: From Internet Purchaser and Non-purchaser Perspectives.” Journal of Business Strategies, 19 (1), p19–41. Yang, Z., and R. T. Peterson (2004). “Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs.” Psychology and Marketing, 21(10), p799–822. Yang, Z., R. T. Peterson, and S. Cai (2003). “Service Quality Dimensions of Internet Retailing: an Exploratory Analysis.” Journal of Service Marketing, 17, p685–700. Yen, H. R. (2005). “An Attribute-Based Model of Quality Satisfaction for Internet Self-Service technology,” The Service Industries Journal, 25 (5), p641–659. Yeung, T. A., and R. Law (2004). “Extending the Modified Heuristic Usability Evaluation Technique to Chain and Independent Hotel Websites.” Hospitality Management, 23, 307–313. Yeung, W. L., and M. T. Lu (2004). “Gaining Completive Advantages through a Functionality Grid for Web Site Evaluation” Journal of Computer Information Systems, 44(4), p67–77. Zeithaml, V. A. (2002). “Service Quality in E-Channel.” Managing Service Quality, 12 (3), p135–138. Zeithaml, V. A., A. Parasuraman, and A. Malhotra (2000). “A Conceptual Framework for Understanding E-Service Quality: Implications for Future Research and Managerial Practice.” Marketing Science Institute Working Paper Series, Report No. 00–115. Zeithaml, V. A., A. Parasuraman, and A. Malhotra (2002). “Service Quality Delivery through Web Sites: A Critical Review of Extent Knowledge.” Journal of the Academy of Marketing Science, 30 (4), p362–375. Zhang, P., and G. M. von Dran (2001). “User Expectations and Rankings of Quality Factors in Different Website Domains.” International Journal of Electronic Commerce, 6 (2), p9–33. Zhang, X., and V. R. Prybutok (2005). “A Consumer Perspective of E-Service Quality,” IEEE Transactions on Engineering Management, 52(4), p461–477. Zviran, M., C. Glezer, and I. Avni (2005). “User Satisfaction from Commercial Web Sites: The Effect of Design and Use.” Information and Management, 43 (2), p157–178. 中文部分 1. 顏永森(民90),網路商店服務品質對消費者網站態度影響之實證研究,2001年科技與管理學術研討會論文集。 2. 謝定助、謝清佳、洪銘建(民96),研究方法典範移轉?—國內資訊管理領域論文之調查,資訊管理學報,第十四卷,第四期:1~29頁。(TSSCI) 3. 陳琬真(民93),以後設分析探討顧客貢獻價值、關係品質及顧客忠誠度之關聯性,國立清華大學科技管理研究所碩士論文。 4. 詹顓隆(民90),影響網路信用卡使用意願之研究,大葉大學資訊管理研究所碩士論文。 網路資料 1. 艾瑞咨詢http://www.iresearch.com.cn/html/consulting/online_shopping/DetailNews_id_78668.html 2. CPRO資傳網 http://cpro.com.tw/channel/news/content/index.php?news_id=55460 3. CPRO資傳網 http://cpro.com.tw/channel/news/content/index.php?news_id=8003 | |
dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/37312 | - |
dc.description.abstract | 網路的興起對社會與經濟層面的影響非常深遠,而企業要想再藉由傳統的行銷模式在市場中取得競爭優勢也越來越困難,因此利用網路進行商業行為的企業也紛紛成立。不過因為技術的關係,使得消費者相較於傳統銷售通路,於線上進行產品/服務之比較是成本較低、有彈性且容易的,也因此實行電子商務的企業對於服務品質的重視程度也越益增高。本研究藉由過去學者的觀點,利用質化整合分析的方法,將相關的實證研究結果進行驗證。本研究的目的有二:
(一)藉由過去相關研究,探討近年來學者所關注之線上服務品質之決定因素為何。 (二)探討線上服務品質構面是否會隨不同產業類型而有差異。 本研究從電子資料庫搜尋相關文獻,共獲得106篇與線上服務品質相關的文獻,並利用Wolfinbarger & Gilly(2003)的線上服務品質架構和Francis & White(2004)的B2C電子商務產業分類架構,進行本研究之主要分析架構,以下為分析結果: (一)在106篇文獻中,本研究歸納出了八大重要之線上服務品質構面,分別為:(1)網站便利性/易用性;(2)網站資訊品質;(3)網站設計;(4)安全;(5)客戶服務支援;(6)隱私;(7)即時回應;(8)個人化。 (二)根據本研究所引用之B2C電子商務產業分類架構,發現不同產業類型所重視之線上服務品質構面具有差異性。 | zh_TW |
dc.description.abstract | The emergence of Internet has great impact on our social and economic environment; therefore, it is difficult for companies to obtain competitive advantages through traditional marketing channels. As a consequence, there are more and more companies expanded their business online. One of the major advantages of online-shopping is that the comparison of product features is essentially costless, more feasible and easier than traditional channels, therefore dot com companies could not competing merely on prices anymore, thus putting more and more emphasis on service quality.
Different Web site evaluation measures have been proposed over the past decade. This study uses a qualitative meta-analysis methodology to synthesize the diverse findings, and serves two purposes:First, unifying the framework of the important determinants of online service quality; Second, trying to find whether there are different dimensions of online service quality in different industries. The author reviewed 106 online service quality researches in an online database, and using the online service quality framework proposed by Wolfinbarger & Gilly (2003) and the B2C e-commerce classification matrix proposed by Francis & White (2004) as the analytical framework. In summary, this study concludes eight important determinants for online service quality:(1)Website convenience/Ease of use;(2)Website information quality;(3)Website design;(4)Security;(5)Customer service support;(6)Privacy;(7)Responsiveness;(8)Personalization. The study also finds that according to the B2C e-commerce classification matrix, different industries value each online service quality dimension differently. | en |
dc.description.provenance | Made available in DSpace on 2021-06-13T15:24:07Z (GMT). No. of bitstreams: 1 ntu-97-R95741049-1.pdf: 1031618 bytes, checksum: e9514f6c0fb2b06f0bdee06cddf662b4 (MD5) Previous issue date: 2008 | en |
dc.description.tableofcontents | 目 錄
謝 詞 iii 中文摘要 iv ABSTRACT v 目 錄 vi 表目錄 vii 圖目錄 ix 第一章 緒論 1 第一節 研究背景與研究動機 1 第二節 研究目的與研究問題 2 第三節 研究流程 3 第二章 文獻探討 5 第一節 服務的定義與特徵 5 第二節 服務品質 6 第三節 線上服務品質(e-service quality) 11 第四節 B2C電子商務與線上服務(E-service) 13 第五節 Kalakota、Wolfinbarger的電子商務架構 15 第三章 研究方法 18 第一節 研究流程 18 第二節 研究範圍與資料搜尋、判別 19 第三節 分析方法 24 第四章 研究結果與分析 26 第一節 文獻樣本分類與型態 26 第二節 線上服務品質構面分析 33 第三節 線上服務品質:交叉分析 37 第五章 結論與建議 44 第一節 研究發現與管理意涵 44 第二節 研究限制及後續研究建議 47 參考文獻 49 表目錄 表2-1:線上服務品質量測架構整理 12 表2-2:Francis & White的電子商務分類架構架購 13 表3-1:研究範圍與樣本選取標準之整理 21 表3-2:線上服務品質構面:網站設計/互動 22 表3-3:線上服務品質構面:履行/信賴 23 表3-4:線上服務品質構面:顧客服務 23 表3-5:線上服務品質構面:安全/隱私 23 表3-6:線上服務品質構面:其他 24 表4-1:樣本來源:依發表年份區別 26 表4-2:樣本來源:依發表所屬學術領域區別 27 表4-3:觀察樣本來源:以產業多元性區分 27 表4-4:樣本來源:依產業分類(單一產業研究) 28 表4-5:樣本來源:依產業分類(多元產業研究) 28 表4-6:樣本來源:依研究對象居住地區分 29 表4-7:樣本來源:依分析方法區分─問卷法 30 表4-8:本研究所蒐集文獻問卷量表模式 30 表4-9:樣本來源:依分析方法區分─非問卷法 31 表4-10:樣本來源:依產業型態區分 32 表4-11:樣本來源:依文獻篇名關鍵字區分 32 表4-12:線上服務品質構面:網站設計 32 表4-13:線上服務品質構面:履行/信賴 35 表4-14:線上服務品質構面:顧客服務 35 表4-15:線上服務品質構面:安全/隱私 36 表4-16:線上服務品質構面:其他 36 表4-17:交叉分析:產業型態與網站設計構面 38 表4-18:交叉分析: 產業型態與履行/信賴、顧客服務、安全/隱私與其它構面 39 表4-19:交叉分析: 產業類別與網站設計構面(單一產業) 40 表4-20:交叉分析: 產業類別與履行/信賴、顧客服務、安全/隱私與其它構面 41 表4-21:交叉分析: 產業類別與網站設計構面(多元產業) 42 表4-22:交叉分析: 產業類別與履行/信賴、顧客服務、安全/隱私與其它構面 43 表5-1:線上服務品質構面之出現頻率 44 圖目錄 圖1-1:研究流程圖 4 圖2-1:北歐式觀點之服務品質模型 8 圖2-2:美國式觀點之服務品質模型 9 圖2-3:產品/服務購買時消費者的行為過程 15 圖2-4:以消費流程為觀點之電子商務型態比較 16 圖3-1:本研究方法流程 18 圖5-1:於本研究之分析下所歸納出線上服務品質構面 44 | |
dc.language.iso | zh-TW | |
dc.title | B2C電子商務服務品質之決定因素:一個質化的整合性研究 | zh_TW |
dc.title | The Determinants of Online Service Quality in B2C e-Commerce:a Qualitative Meta-analysis | en |
dc.type | Thesis | |
dc.date.schoolyear | 96-2 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | 翁崇雄(Chorng-Shyong Ong),黃世禎(Sun-Jen Huang) | |
dc.subject.keyword | B2C電子商務,線上服務品質,質性整合分析,網站品質衡量,分類, | zh_TW |
dc.subject.keyword | B2C e-commerce,online service quality,qualitative meta-analysis,website evaluation,classification., | en |
dc.relation.page | 58 | |
dc.rights.note | 有償授權 | |
dc.date.accepted | 2008-07-22 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 商學研究所 | zh_TW |
顯示於系所單位: | 商學研究所 |
文件中的檔案:
檔案 | 大小 | 格式 | |
---|---|---|---|
ntu-97-1.pdf 目前未授權公開取用 | 1.01 MB | Adobe PDF |
系統中的文件,除了特別指名其著作權條款之外,均受到著作權保護,並且保留所有的權利。