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研究生:黃堃承
研究生(外文):Kun-Cheng Huang
論文名稱:模糊階層TOPSIS評估入口網站服務品質
論文名稱(外文):Fuzzy Hierarchical TOPSIS to Evaluate Portal Site Service Quality
指導教授:鄭景俗鄭景俗引用關係
指導教授(外文):Ching-Hsue Cheng
學位類別:碩士
校院名稱:國立雲林科技大學
系所名稱:資訊管理系碩士班
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2004
畢業學年度:92
語文別:中文
論文頁數:103
中文關鍵詞:入口網站服務品質多準則決策制定模糊階層TOPSIS
外文關鍵詞:Service QualityPortal SiteMultiple-Criteria Decision-Making(MCDM)Fuzzy Hierarchical TOPSIS
相關次數:
  • 被引用被引用:1
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  • 收藏至我的研究室書目清單書目收藏:3
在過去對於服務品質的研究中,有相當大部份是以SERVQUAL量表之品質構面為基礎,對傳統服務業的品質影響構面因素進行調查、萃取與衡量分析,但對資訊服務業之服務品質構面研究則較少,因此也沒有一個較佳且公認的評估構面及模式。再者,網路技術的快速進步,使用者對於品質的要求也不斷變化,而業者對於使用者整體品質動向的瞭解也確實難由單一標準或準則來加以解釋,所以入口網站服務品質的衡量、評選方式可說是一個多準則決策制定(Multiple-Criteria Decision Making, MCDM)問題。而在衡量相關評估準則之績效值時,準則並不純然可以直接量化,有些常是質性或具模糊性。而不同的評量者對每一準則意義的主觀感受亦有不同,是故可在此引入模糊語意變數及模糊理論的方法。
本研究將複雜的測度距離法予以簡化,用來修正Chen(2000)所提出模糊理想解類似度順序偏好法(Fuzzy Technique for Order Preference by Similarity to Ideal Solution, Fuzzy TOPSIS),並指出Chen方法違反:(1)TOPSIS的最佳方案應同時距正理想解(Positive Ideal Solution, PIS)最近且同時距負理想解(Negative Ideal Solution, NIS)最遠的基本概念,(2)模糊正、負理想解不能直接設定為1與0。因模糊分析層級程序法(Fuzzy Analytic Hierarchy Process, FAHP)可經由兩兩比較方式獲得較客觀、正確的權重,因此本研究以FAHP整合修正後的模糊TOPSIS,提出「模糊階層式TOPSIS」法做為本研究的方案評選模式。整體而言,本研究先以問卷方式萃取出入口網站服務品質之因素及評估項目,並做為本研究所提出「模糊階層式TOPSIS」模式之評估準則,以進行後續的方案排序。實例部份,將以國內四個知名的入口網站為評選、分析對象,並做認知上的差異分析。最後,為方便計算本研究以提出的演算法開發了入口網站服務品質評選系統。
In the privous service quality study, there are many researches use SERVQUAL instrument to extract factors of service quality on traditional service industry, but study on information service industry is relatively less. Therefore, a good assessment dimension and model do not exist. In addition, supplier can’t use one criterion to understand customer’s varied demand. So, the measurement of portal site service quality can be regarded as MCDM(Multiple-Criteria Decision Making) problem. Under many conditions, crisp data are inadequate to model real-life situations, and human judgments (including preference) are often vague and can’t present the preference with an exact numerical value. A reasonable approach may be to use linguistic assessments instead of numerical values, so fuzzy theory is adopted in this study.
This study simplifies the complicated metric distance method, and uses it to modify fuzzy TOPSIS(Technique for Order Preference by Similarity to Ideal Solution) proposed by Chen(2000). At the same time, this paper points out Chen’s method violating: (1)Basic concept of the best alternative should have the shortest distance from the positive-ideal solution and the farthest distance from the negative-ideal solution. (2)Fuzzy positive-ideal and negative-ideal solution can’t directly assign 1 and 0, respectively. Because FAHP(Fuzzy Analytic Hierarchy Process) can get more objective and exact weight by pairwise comparison, this paper propose the “Fuzzy Hierarchical TOPSIS” method to aggregate FAHP and modified fuzzy TOPSIS. By this way, this method can evaluate portal site alternatives. Briefly speaking, this study firstly uses questionnaire to extract factors of evaluating portal site service quality and lets them to be evaluating criteria, and then uses “Fuzzy Hierarchical TOPSIS” to rank alternatives. An empirical study of a real case is conducted to illustrate how the approach is used for the portal site service quality comparison problem. Finally, in order to make the calculating time shorter, this study uses proposed algorithm to development portal site service quality evaluation system.
表目錄.....................................v
圖目錄.....................................vii
第1章緒論.................................1
1.1研究背景與動機.......................1
1.2研究目的.............................3
1.3研究限制.............................3
1.4論文架構.............................4
第2章文獻探討.............................5
2.1入口網站 (Portal Site)...............5
2.2服務品質.............................6
2.3模糊集合論(Fuzzy Set Theory).........12
第3章研究方法與設計.......................29
3.1研究架構.............................29
3.2服務品質構面與評估項目設計...........30
3.3問卷設計.............................31
3.4模糊階層式TOPSIS.....................38
第4章實例分析與方法比較...................54
4.1入口網站服務品質實例分析.............54
4.2方法比較與驗證.......................67
第5章系統開發.............................70
5.1系統概述.............................70
5.2系統開發環境.........................70
5.3系統架構.............................71
5.4系統功能說明.........................73
第6章結論與建議...........................81
6.1結論.................................81
6.2研究貢獻.............................82
6.3後續研究建議.........................82
文獻參考.....................................83
附錄一 服務品質準則問卷......................88
附錄二 專家問卷---以Yahoo!奇摩公司為例.......90
附錄三 專家問卷---資深使用者.................97
中文部份
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英文部份
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網頁部份
[1]李雅萍,「我國『經常上網人口』微幅成長達876萬人」,2003年6月底,
http://www.find.org.tw/0105/howmany/howmany_disp.asp?id=57
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[3]蕃薯藤網路調查, http://survey.yam.com/index.html
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[5] GVU Center of Georgia Institute of Technology, http://www.cc.gatech.edu/gvu/user_surveys/survey-10-1996/graphs/vendor/Vendor_Characteristics.html
[6]Jim, H., ”Racing to the start line”, CNETNews.com, May 14, 1998, Retrieved form http://news.com.com/2009-1023-211174.html
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