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完整後設資料紀錄
DC 欄位 | 值 | 語言 |
---|---|---|
dc.contributor.advisor | 翁崇雄(Chorng-Shyong Ong) | |
dc.contributor.author | Yen-Chen Liu | en |
dc.contributor.author | 劉晏辰 | zh_TW |
dc.date.accessioned | 2021-06-15T01:47:23Z | - |
dc.date.available | 2010-07-16 | |
dc.date.copyright | 2009-07-16 | |
dc.date.issued | 2009 | |
dc.date.submitted | 2009-07-07 | |
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dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/43288 | - |
dc.description.abstract | 過去對於電子商務滿意度的研究,並沒有一致的看法。而Devaraj, Fan & Kohli在2002年提出一整合架構,嘗試以科技接受模式、交易成本與服務品質三個理論來衡量電子商務滿意度,但是在其研究中衡量電子商務服務品質的方式是存在問題的,是以傳統實體情境的方式(SERVQUAL)來衡量。而電子商務情境下,消費者面對的是完全不同的交易情境與服務方式,因此必須重新考量服務品質的衡量方式。本研究著眼於電子商務服務品質(E-S-QUAL),改善其模型,使其整合更為良好。
本研究以台灣地區的電子商務使用者為研究對象,進行為期一個月的調查。研究結果顯示電子商務服務品質的維度與傳統服務品質之間有差異存在。科技接受模式、交易成本與服務品質三個理論顯著影響消費者的電子商務滿意度,研究結果也較過去的良好。 | zh_TW |
dc.description.abstract | From past research, it has few consensuses on the assessment of e-satisfaction. Based on Technology Acceptance Model, transaction costs, service quality (SERVQUAL), Devaraj, Fan & Kohli(2002) proposed a model to assess consumers’ satisfaction in E-Commerce. However, in electronic context, service quality that consumers received is different from that in traditional context. SERVQUAL is doubted in the literature that most appropriate ways to assess service quality in E-Commerce. Thus, replacing SERVQUAL with E-S-QUAL, a model was conduct to evaluate e-satisfaction using the survey data.
Survey data were collected from users of E-Commerce in Taiwan. The analysis uses structural equation modeling (SEM). The study found that E-S-QUAL is more appropriate to assess service quality than SERVQUAL in electronic context. Finally, the study also found the support for the model and the result of SEM indicated a good model fit with the survey data. | en |
dc.description.provenance | Made available in DSpace on 2021-06-15T01:47:23Z (GMT). No. of bitstreams: 1 ntu-98-R96725046-1.pdf: 991026 bytes, checksum: a45e6e0efbcea554f41e04200300057f (MD5) Previous issue date: 2009 | en |
dc.description.tableofcontents | 論文摘要 I
目錄 IV 圖目錄 VI 表目錄 VII 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 4 第一節 電子商務定義 4 第二節 科技接受模式 4 第三節 交易成本 8 第四節 電子商務服務品質 14 第五節 電子商務滿意度 18 第三章 研究方法 24 第一節 研究架構 24 第二節 變項定義與操作 25 3.2.1科技接受模式 25 3.2.2交易成本 26 3.2.3電子商務服務品質 27 3.2.4電子商務滿意度 29 第三節 研究假設 29 第四節 問卷設計 29 第五節 問卷進行方式 31 第六節 資料分析方法 32 第四章 實證結果與分析 34 第一節 問卷回收結果與資料分析 34 第二節 測量模式分析 36 4.2.1信度分析 36 4.2.2效度分析 37 4.2.3模型因素分析 41 第三節 結構模式分析 42 第四節 假設驗證 44 第五章 結論與建議 46 第一節 研究結論 46 第二節 學術上貢獻 47 第三節 實務建議 48 第四節 研究限制與後續研究建議 50 參考文獻 51 附錄 本研究問卷 62 | |
dc.language.iso | zh-TW | |
dc.title | 消費者對電子商務滿意度之衡量-整合科技接受模式、交易成本與服務品質 | zh_TW |
dc.title | The Measurement of Customer Satisfaction in E-Commerce-An Integrated View | en |
dc.type | Thesis | |
dc.date.schoolyear | 97-2 | |
dc.description.degree | 碩士 | |
dc.contributor.oralexamcommittee | 巫立宇(Lei-Yu Wu),陳忠仁(Chung-Jen Chen) | |
dc.subject.keyword | 電子商務滿意度,科技接受模式,交易成本,服務品質, | zh_TW |
dc.subject.keyword | E-satisfaction,Technology Acceptance Model,transaction cost,service quality, | en |
dc.relation.page | 66 | |
dc.rights.note | 有償授權 | |
dc.date.accepted | 2009-07-08 | |
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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