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研究生:陳珮翎
研究生(外文):Pei-Ling Chen
論文名稱:以準則交互作用觀點評估旅遊網站服務品質
論文名稱(外文):Evaluating Electronic Service Quality of Travel Web Sites: The Criteria Interdependence Perspective
指導教授:徐村和徐村和引用關係
指導教授(外文):Tsuen-Ho Hsu
學位類別:碩士
校院名稱:國立高雄第一科技大學
系所名稱:國際管理碩士學位學程
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:英文
論文頁數:136
中文關鍵詞:模糊分析網絡流程網站服務品質旅遊網站模糊偏好關係
外文關鍵詞:Fuzzy Analytic Network Process (FANP)Electronic service qualityTravel Web sitesFuzzy Preference Relations
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  • 被引用被引用:0
  • 點閱點閱:158
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This study seeks to incorporate hedonic elements as the evaluation criteria to examine the electronic service quality (e-SQ) of the three major travel Web sites in Taiwan and also go a step further to investigate the interdependent relationships among the evaluation criteria by using the Analytic Network Process (ANP) approach. The interdependent criteria model for e-SQ evaluation proposed in this study includes two major steps, the development of e-SQ evaluation criteria and the acquirement of evaluation weights. The Fuzzy Preference Relations method is combined with the ANP approach as a new method to obtain the evaluation weights due to the imprecision and fuzziness of the evaluation process of human beings and its capability to reduce a large number of pairwise comparisons. The results indicate that the weights based on the criteria interdependence perspective provide a more comprehensive and accurate insight for e-SQ evaluation.
This study finds that there are evaluation gaps between customers and experts themselves and this may easily cause discontent of their customers. In addition, customers of the three travel Web sites do not give a higher evaluation on what they concern (e.g., responsiveness). Higher e-SQ standards and expectations may lead to the greater disappointment. The evaluation results in this study will provide suggestions based on the criteria interdependence perspective for helping the practitioners of each travel Web site better understand their own services online and make continuous improvements to much better meet the needs of their customers.
Abstract I
誌 謝 III
Table of Contents IV
List of Figures V
List of Tables VI
Chapter 1 Introduction 1
1.1 Research Background 1
1.2 Research Motivation 4
1.3 Research Purpose 6
1.4 Research Methodology 7
1.5 Research Subjects 8
1.6 Research Process 9
Chapter 2 Literature Review 11
2.1 E-Service 11
2.2 Electronic Service Quality (e-SQ) 12
2.3 Travel Web Sites 20
2.4 Research of e-SQ on Travel Web Sites 28
2.5 Development of e-SQ Evaluation Framework 31
2.6 Fuzzy Multi-criteria Decision Making (FMCDM) 48
Chapter 3 Empirical Study 56
3.1 Interdependent Criteria Model for e-SQ Evaluation 56
3.2 Procedures to Measure e-SQ of Travel Web Sites 58
3.3 Sample Collection 69
Chapter 4 Data Analysis 72
4.1 Sample Description 72
4.2 Importance Weights of e-SQ Criteria 74
4.3 Quality Weights of e-SQ Criteria 78
4.4 Influence Weights of e-SQ Criteria 87
4.5 Overall e-SQ Performance 97
Chapter 5 Conclusions and Suggestions 112
5.1 Conclusions 112
5.2 Managerial Implications 116
5.3 Limitations and Suggestions for Future Research 121
References 123
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