臺灣博碩士論文加值系統

隨著人工智慧的興起和對話系統提出的特性改變與客戶的互動，因此採用對話系統是未來重要趨勢。由於以前階段的應用，開發和評估的改變，要與現在的應用趨勢，需要衡量對話系統的服務品質。本研究目的是提出可靠、有效的衡量對話系統服務品質指標。首先，本研究以對話系統相關文獻為基礎，針對過去研究的缺口再結合SERVQUAL服務品質量表，以建構出符合評估對話系統服務品質指標。接著，以修正式德菲法為基礎，透過專家訪談和建議來修正指標，再利用層級分析法建立權重值，以建構出對話系統之六大構面 55 個服務品質指標。本研究結果可供尚未應用對話系統做為服務品質之參考衡量指標。

Conversational system services are rapidly developing due to the recent improvement of Artificial Intelligence technologies and the unique qualities conversational system has to change the interaction with customers. The demand to measure the service quality conversational system deliver is in need, due to the modification of application, development and evaluation of previous stage to be apply with the current application trend. This study objective is to develope reliable and valid indicators for measuring conversational systems service quality. First, we determine possible indicators from prior conversational system researches. Second, the study applies SERVQUAL service quality instrument to strengthen the indicators. Then the study uses the Modified Delphi Method to examined the indicators by referencing to experts evaluation and suggestion, which then processed through the Analytic Hierarchy Process to determine the weight of each indicators. The study proposed 6 dimensions and 55 indicators, which could be a reference for measuring service quality of conversational system for a better performance and greater satisfaction.

摘 要 i
ABSTRACT ii
Acknowledgements iii
Contents iv
Tables vi
Figures vii
I. Introduction 1
1.1 Research Background 1
1.2 Research Objective 3
1.3 Research Organization 3
II. Literature Review 4
2.1 Conversational System Definition 4
2.2 Conversational System Research 5
2.2.1 Application Research 5
2.2.2 Development Research 5
2.2.3 Evaluation Research 6
2.3 Service Quality Research 6
III. Methodology 10
3.1 Research Structure 10
3.1.1 Step 1: Conceptual item pool generation 11
3.1.2 Step 2: Items refinement and modification 14
3.1.3 Step 3: Main research 15
3.2 Modified Delphi Method 15
3.3 Analytic Hierarchy Process 16
3.3.1 Establish a hierarchical architecture 16
3.3.2 Perform pairwise comparisons 16
3.3.3 Calculate the eigenvector values 17
3.3.4 Consistency test 18
IV. Data analysis and Results 19
4.1 Analysis Result of Modified Delphi Method Questionnaire 19
4.1.1 The First Round of Modified Delphi Method 19
4.1.2 The Second Round of Modified Delphi Method 21
4.2 Evaluation of Indicators Weights 28
4.2.1 Hierarchical architecture 28
4.2.2 Establish paired comparison matrices 30
4.2.3 Feature vector 31
4.2.4 Consistency test 32
4.3 Indicators for Service Quality in Conversational System 35
V. Conclusion 40
5.1 Research Results and Discussion 40
5.2 Research Contribution 41
5.3 Research Limitation 42
5.4 Future Works 42
Reference 44
Appendix 1: List of Experts in Modified Deplhi Method 46
Appendix 2: First Round of Modified Delphi Method 47
Appendix 3: Second Round of Modified Delphi Method 56
Appendix 4 : Analytic Hierarchy Process Questionnaire 67

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