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| DC 欄位 | 值 | 語言 |
|---|---|---|
| dc.contributor.advisor | 翁崇雄(Chorng-Shyong Ong) | |
| dc.contributor.author | Chun-Kai Wang | en |
| dc.contributor.author | 王俊凱 | zh_TW |
| dc.date.accessioned | 2021-06-13T16:29:53Z | - |
| dc.date.available | 2005-07-19 | |
| dc.date.copyright | 2005-07-19 | |
| dc.date.issued | 2005 | |
| dc.date.submitted | 2005-07-12 | |
| dc.identifier.citation | 1. 台灣網路資訊中心，http://www.twnic.net/
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| dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/38302 | - |
| dc.description.abstract | 證據顯示，透過網站傳達服務品質是網站成功的基本策略，為了要提供更好的服務品質，網站公司的管理者首先必須瞭解消費者是如何認知以及評估線上的服務品質。
本研究參考了許多服務品質領域的論文，而整合出線上服務品質的六個構面，並且導入科技準備度的概念，以瞭解消費者科技準備度對於衡量線上服務品質之影響。 本研究和兩家台灣知名的購物網站合作，進行了一個月左右的線上實證研究工作。發現安全性、可靠性、交易功能、易用性、網站美學以及復原性是消費者在評估線上服務品質時所使用到的六個重要因素。除此之外，研究亦發現消費者的科技準備度對於消費者所認知的服務品質和行為意向有著正向的關係。藉由研究的結果，本研究希望能提供已從事或者即將進入該領域的公司一些建議，幫助他們提升線上服務品質和獲利。除此之外，就管理面來說，本研究也期望線上商店的管理者可以更瞭解顧客衡量線上服務品質的準則以及消費者科技度所帶來的影響，幫助他們能夠制訂適合的管理策略。 | zh_TW |
| dc.description.abstract | Evidence exists that service quality delivery through web sites is an essential strategy to success. To delivery superior service quality, managers of company with web presences must first understand how custumers perceive and evaluate online customer service.
This research reviews some studies from service quality field to integrate the six constructs of online service quality. In addition, this research combines the concept of technology readiness index (TRI) to understand the influnce of customers’ TRI on evaluation of online service quality. Two famous Taiwan online store is cooperated in doing a one-month investigation.The research result suggests that security, reliability, ease of use,function of payment, graphic style, recovery are six crucial factors that customers use in evaluating online service quality. In addition, the result also shows that customers’ TRI is positive correlated with customers’ percived online service quality and behavior intention. Through this results, we hope to provide some suggestions the the companies in the field or the ones that want to participate in to upgrade their online servie quality and gain profits. Besides, from the perspecive of management , this research also hopes that the manager of online stroe can understand more about the criterion that customer use to evaluate online service quality and the influence of customer’s TRI to help them make appropriate management strategies. | en |
| dc.description.provenance | Made available in DSpace on 2021-06-13T16:29:53Z (GMT). No. of bitstreams: 1 ntu-94-R92725006-1.pdf: 448877 bytes, checksum: 2ce514f84757f3c8b7a1652cc829d742 (MD5) Previous issue date: 2005 | en |
| dc.description.tableofcontents | 第一章 緒論 1
第一節 研究背景與動機 1 第二節 研究目的 2 第二章 文獻探討 3 第一節 服務品質 3 2.1.1 服務品質的定義 3 2.1.2 服務品質模式 4 2.1.3 服務品質衡量方法--SERVQUAL 5 第二節 線上服務品質 7 2.2.1 線上服務品質定義 7 2.2.2 線上服務品質模式 7 2.2.3 線上服務品質衡量方法 9 第三節 科技準備度 15 2.3.1人們對於科技的矛盾 16 2.3.2 科技準備度衡量方法--TRI 17 2.3.3 科技準備度的分類 19 2.3.4 科技準備度與線上服務品質 21 2.3.5 國內相關研究 22 第三章 研究方法 25 第一節 研究架構 25 第二節 變項之定義與衡量 26 3.2.1 線上服務品質衡量構面 26 3.2.2 消費者科技準備度衡量構面 30 3.2.3 購買意向 31 第三節 研究假設 31 第四節 問卷設計 32 3.4.1 線上服務品質部分問卷設計 32 3.4.2 消費者科技準備度部分問卷設計 34 3.4.3 其他部分問卷設計 35 第五節 研究對象與問卷進行方式 36 第六節 資料分析方式 36 第四章 研究結果 37 第一節 原始問卷信度與效度分析 37 第二節 人口統計變數分析 38 第三節 問卷精簡過程 41 第四節 精簡過後問卷信度與效度分析 50 第五節 假設檢定 52 第六節 精簡後量表探討 55 4.6.1 線上服務品質構面探討 55 4.6.2 線上服務品質問項及構面分數探討 57 4.6.3 消費者科技準備度探討 61 4.6.4 消費者科技準備度的分類 64 第五章 結論 67 第一節 研究結論 67 第二節 研究限制 69 第三節 後續研究建議 69 參考文獻 70 網站部分 70 中文部分 70 英文部分 71 附錄一：問卷 78 | |
| dc.language.iso | zh-TW | |
| dc.subject | 電子商務 | zh_TW |
| dc.subject | 線上服務品質 | zh_TW |
| dc.subject | 科技準備度 | zh_TW |
| dc.subject | electronic commerce | en |
| dc.subject | technology readiness index | en |
| dc.subject | online service quality | en |
| dc.title | 消費者科技準備度對線上服務品質評量之影響研究 | zh_TW |
| dc.title | THE INFLUENCE OF CUSTOMERS' TECHNOLOGY READINESS INDEX ON EVALUATION OF ONLINE SERVICE QUALITY | en |
| dc.type | Thesis | |
| dc.date.schoolyear | 93-2 | |
| dc.description.degree | 碩士 | |
| dc.contributor.oralexamcommittee | 王怡舜,吳玲玲 | |
| dc.subject.keyword | 線上服務品質,科技準備度,電子商務, | zh_TW |
| dc.subject.keyword | online service quality,technology readiness index,electronic commerce, | en |
| dc.relation.page | 84 | |
| dc.rights.note | 有償授權 | |
| dc.date.accepted | 2005-07-12 | |
| 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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