(44.192.66.171) 您好!臺灣時間:2021/05/18 21:32
字體大小: 字級放大   字級縮小   預設字形  
回查詢結果

詳目顯示:::

我願授權國圖
: 
twitterline
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
相關次數:
  • 被引用被引用:0
  • 點閱點閱:123
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:0
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
1.Ahn, T., Ryu, S. and Han, I. (2007), "The impact of Web quality and playfulness on user acceptance of online retailing," Information & Management, Vol. 44, pp. 263-275
2.Amstrong, A. and Hagel, J. (1996), "The real value of online communities," Harvard Business Review, pp. 134-141
3.Babin, B.J., Darden, W.R. and Griffin, M. (1994), "Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value," Journal of Consumer Research, Vol. 20, No. 4, pp. 644-656
4.Barnes, S.J. and Vidgen, R.T. (2002), "An Integrative Approach to the Assessment of E-Commerce Quality," Journal of Electronic Commerce Research, Vol. 3, No. 3, pp. 114-127
5.Bauer, H.H., Falk, T. and Hammerschmidt, M. (2006), "eTransQual: A transaction process-based approach for capturing service quality in online shopping," Journal of Business Research, Vol. 59, pp. 866-875
6.Bellman, R.E. and Zadeh, L.A. (1970), "Decision-making in a fuzzy environment," Management Science, Vol. 17, No. 4, pp. 141-164
7.Bennett, M.M. and Lai, K.C.W. (2005), "The impact of the internet on travel agencies in Taiwan," Tourism and Hospitality Research, Vol. 6, No. 1, pp. 8-23
8.Bitner, M.J., and Hubbert, A.R. (1994), "Encounter satisfaction versus overall satisfaction versus quality: the customer''s voice," In Rust, R. and Oliver, R., Service quality: New Directions in Theory and Practice. pp. 72-94, London: Sage Publications, Inc.
9.Bressolles, G., (2006), "La qualité de service électronique : NetQual. Proposition d''une échelle de mesure appliquée aux sites marchands et effets modérateurs" ["Electronic service quality: NetQual-Proposition of a measurement scale to commercial Websites and moderating effects"], Recherche et Applications en Marketing, Vol. 21, No. 3, pp. 19-45
10.Bressolles, G., Durrieu, F. and Giraud, M. (2007), "The Impact of Electronic Service Quality Dimensions on Customer satisfaction and Buying impulse," Journal of Customer Behaviour, Vol. 6, No. 1, pp. 37-56
11.Buhalis, D. (1998), "Strategic Use of Information Technologies in the Tourism Industry," Tourism Management, Vol. 19, No. 5, pp. 409-421
12.Buyukozkan, G., Ertay, T., Kahraman, C. and Ruan, D. (2004), "Determining the importance weights for the design requirements in the house of quality using the fuzzy analytic network approach," International Journal of Intelligent Systems, Vol. 19, pp. 443-461
13.Cai, S. and Jun, M. (2003), "Internet users'' perceptions of online service quality: a comparison of online buyers and information searchers," Managing Service Quality, Vol. 13, No. 6, pp. 504-519
14.Cao, M., Zhang, Q. and Seydel, J. (2005), "B2C e-commerce web site quality: an empirical examination," Industrial Management & Data Systems, Vol. 105, No. 5, pp. 645-661
15.Chang, C.C., Chen, P.L., Chiu, F.R. and Chen, Y.K. (2009), "Application of neural networks and Kano''s method to content recommendation in web personalization," Expert Systems with Applications, Vol. 36, pp. 5310-5316
16.Chang, C.W., WU, C.R. and Chen, H.C. (2007), "Applying a fuzzy analytic network process to construct a purchase project. A case for the purchase of a slicing diamond cutting machine," Production Planning and Control, Vol. 18, No. 8, pp. 628-640
17.Chang, T.H. and Wang, T.C. (2009), "Measuring the success possibility of implementing advanced manufacturing technology by utilizing the consistent fuzzy preference relations," Expert Systems with Applications, Vol. 36, pp. 4313-4320
18.Chao, R.J. and Chen, Y.H. (2009), "Evaluation of the criteria and effectiveness of distance e-learning with Consistent Fuzzy Preference Relations," Expert Systems with Applications, Vol. 36, No. 7, pp. 10657-10662
19.Cheng, E.W.L. and Li, H. (2005), "Analytic Network Process Applied to Project Selection," Journal of Construction Engineering and Management, Vol. 131, No. 4, pp. 459-466
20.Cheng, E.W.L., Li, H. and Yu, L. (2005), "The analytic network process (ANP) approach to location selection: a shopping mall illustration," Construction Innovation, Vol. 5, pp. 83-97
21.Childers, T.L., Carr, C.L., Peck, J. and Carson, S. (2001), “Hedonic and utilitarian motivations for online retail shopping behavior,” Journal of Retailing, Vol. 77, No. 4, pp. 511-535
22.Cho, N. and Park, S. (2001), "Development of electronic commerce user-consumer satisfaction index(ECUSI) for internet shopping," Industrial Management and Data Systems, Vol. 101, No. 8, pp. 400-406
23.Chu, R. (2001), "What online Hong Kong travelers look for on airline/travel web sites?" International Journal of Hospitality Management, Vol. 20, pp. 95-100
24.Chung, S.H., Lee, A.H.I. and Pearn, W.L. (2005), "Analytic network process (ANP) approach for product mix planning in semiconductor fabricator," International Journal of Production Economics, Vol. 96, pp. 15-36
25.Collier, J.E. and Bienstock, C.C. (2006), "Measuring Service Quality in E-Retailing," Journal of Service Research, Vol. 8, No. 3, pp. 260-275
26.Cronin, J.J., Brady, M.K. and Hult, G.T.M. (2000), "Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments," Journal of Retailing, Vol. 76, pp. 193-218
27.Doolin, B., Burgess, L. and Cooper, J. (2002), "Evaluating the Use of the Web for Tourism Marketing: a Case Study from New Zealand," Tourism Management, Vol. 23, No. 5, pp. 557-561
28.Fassnacht, M. and Koese, I. (2006), "Quality of Electronic Services: Conceptualizing and Testing a Hierarchical Model," Journal of Service Research, Vol. 9, No. 1, pp. 19-37
29.Feinberg, R.A., Kadam, R., Hokama, L. and Kim, I. (2002), "The state of electronic customer relationship management in retailing," International Journal of Retail & Distribution Management, Vol. 30, No. 10, pp. 470-481
30.Gefen, D. (2002), "Customer loyalty in e-commerce," Journal of the Association for Information Systems, Vol. 3, pp. 27-51
31.Ghoshal, M. and Walji, M.F. (2006), "Quality of medication information available on retail pharmacy Web sites," Research in Social and Administrative Pharmacy, Vol. 2, pp. 479-498
32.Gounaris, S. and Dimitriadis, S. (2003), "Assessing Service Quality on the Web: Evidence from Business-to-Consumer Portals," Journal of Services Marketing, Vol. 17, No. 5, pp. 529-548
33.Griffith, D.A. and Krampf, R.A. (1998), "An Examination of the Web-Based Strategies of the Top 100 U.S. Retailers," Journal of Marketing Theory and Practice, Vol. 6, No. 3, pp. 12-23
34.Grigoroudis, E., Litos, C., Moustakis, V.A., Politis, Y. and Tsironis, L. (2008), "The assessment of user-perceived web quality: application of a satisfaction benchmarking approach," European Journal of Operational Research, Vol. 187, pp. 1346-1357
35.Grönroos, C., Heinonen, F., Isoniemi, K. and Lindholm, M. (2000), "The NetOffer model: a case example from the virtual marketspace," Managing Decision, Vol. 38, No. 4, pp. 243-252
36.Gu. J.S., Chen, C.D. and Yang, S.C. (2007), E-Commerce on Tourism Industry, HwaTai, Taipei [顧景昇,陳純德,楊書成,2007,旅遊電子商務,華泰文化,台北]
37.Ha, S. and Stoel, L. (2009), “Consumer e-shopping acceptance: Antecedents in a technology acceptance model,” Journal of Business Research, Vol. 62, pp. 565-571
38.Harris, L.C. and Goode, M.M.H. (2004), "The four levels of loyalty and the pivotal role of trust: a study of online service dynamics," Journal of Retailing, Vol. 80, pp. 139-158
39.Herrera-Viedma, E., Herrera, E., Chiclana, F., Luque, M. (2004), "Some issues on consistency of fuzzy preference relations," European Journal of Operational Research, Vol. 154, pp. 98-109
40.Heung, V.C.S. (2003), "Barriers to Implementing E-Commerce in the Travel Industry: A Practical Perspective," International Journal of Hospitality Management, Vol. 22, No. 1, pp. 111-118
41.Ho, C.I. and Lee, Y.L. (2007), "The development of an e-travel service quality scale," Tourism Management, Vol. 28, pp. 1434-1449
42.Hsiao, H.T. (1998), The Study on Travel Agents'' Online Service, Master Thesis of Department of Business Management, National Sun Yat-sen University, Kaohsiung
43.Hsieh, L.F., Lin, L.H. and Lin, Y.Y. (2008), "A service quality measurement architecture for hot spring hotels in Taiwan," Tourism Management, Vol. 29, pp. 429-438
44.Hsieh, T.Y., Lu, S.T. and Tzeng, G.H. (2004), "Fuzzy MCDM approach for planning and design tenders selection in public office buildings," International Journal of Project Management, Vol. 22, pp. 573-584
45.Hsu, T.H. and Lin, L.Z. (2007) "Using Fuzzy Analytical Network Process to Brand Image Evaluation," Marketing Review, Vol. 4, No. 1, pp. 41-72 [徐村和,林凌仲,2007,”應用模糊分析網絡流程於品牌形象評估,” 行銷評論,第四卷,第一期,頁41-72 ]
46.Hu, Y.C. (2009), "Fuzzy multiple-criteria decision making in the determination of critical criteria for assessing service quality of travel websites," Expert Systems with Applications, Vol. 36, pp. 6439-6445
47.Huang, M.H. (2003), "Designing website attributes to induce experiential encounters," Computers in Human Behavior, Vol. 19, No. 425-442
48.Huizingh, E. (2000), "The content and design of web sites: an empirical study," Information and Management, Vol. 37, No. 3, pp. 123-134
49.Hwang, C.L. and Yoon, K. (1981), "Multiple Attribute Decision Making," Lecture Notes in Economics and Mathematical Systems, Springer-Verlag, Berlin.
50.Jarvenpaa, S.L. and Todd, P.A. (1997), "Consumer Reactions to Electronic Shopping on the World Wide Web," Journal of Electronic Commerce, Vol. 1, No. 2, pp. 59-88
51.Jharkharia, S. and Shankar, R. (2007), "Selection of logistics service provider: An analytic network process (ANP) approach," Omega, Vol. 35, pp. 274-289
52.Joines, J.L., Scherer, C.W. and Scheufele, D.A. (2003), “Exploring motivations for consumer web use and their implications for e-commerce,” Journal of Consumer Marketing, Vol. 20, No. 2, pp. 90-108
53.Karsak, E.E., Sozer, S. and Alptekin, S.E. (2002), "Product planning in quality function deployment using a combined analytic network process and goal programming approach," Computers and Industrial Engineering, Vol. 44, pp. 171-190
54.Kaynama, S. and Black, C. (2000), "A proposal to assess the service quality of online travel agencies: an exploratory study," Journal of Professional Services Marketing, Vol. 21, No. 1, pp. 63-88
55.Khalifa, M. and Liu, V. (2002), "Satisfaction with Internet-Based Services: the Role of Expectations and Desires," International Journal of Electronic Commerce, Vol. 7, No. 2, pp. 31-50
56.Kim, D. and Chang, H. (2007), "Key functional characteristics in designing and operating health information websites for user satisfaction: An application of the extended technology acceptance model," International Journal of Medical Informatics, Vol. 76, pp. 790-800
57.Kim, D.J., Kim, W.G. and Han, J.S. (2007), "A perceptual mapping of online travel agencies and preference attributes," Tourism Management, Vol. 28, No. 2, pp. 591-603
58.Kim, G.W. and Lee, H. Y. (2004), " Comparison of web service quality between online travel agencies and online travel suppliers," Journal of Travel and Tourism Marketing, Vol. 17, No. 2/3, pp. 105-116
59.Kim, J., Suh, E. and Hwang, H. (2003), "A model for evaluating the effectiveness of CRM using the balanced scorecard," Journal of Interactive Marketing, Vol. 17, No. 2, pp. 5-19
60.Kim, M., Kim, J.H., and Lennon, S.J. (2006), "Online service attributes available on apparel retail web sites: An E-S-QUAL approach," Managing Service Quality, Vol. 16, No. 1, pp. 51-77
61.Kim, W.G., Lee, C. and Hiemstra, S.J. (2004), "Effects of an online virtual community on customer loyalty and travel product purchases," Tourism Management, Vol. 25, pp. 343-355
62.Law, R. and Leung, R. (2000), "A study of airlines'' online reservation services on the internet," Journal of Travel Research, Vol. 39, No. 2, pp. 202-211
63.Law, R. and Wong, J. (2003), "Successful factors for a travel web site: perceptions of online purchasers in Hong Kong," Journal of Hospitality & Tourism Research, Vol. 27, No. 1, pp. 118-124
64.Law, R., Law, A. and Wai, E. (2001), "The impact of the internet on travel agencies in Hong Kong," Journal of Travel Research, Vol. 3, No. 2, pp. 202-211
65.Lee, J.W. and Kim, S.H. (2000), "Using analytic network process and goal programming for independent information system project selection," Computers and Operations Research, Vol. 27, pp. 367-382
66.Lee, Y. and Kozar, K.A. (2006), "Investigating the effect of website quality on e-business success: An analytic hierarchy process (AHP) approach," Decision Support Systems, Vol. 42, pp. 1383-1401
67.Li, D.F. (2005), "An approach to fuzzy multi attribute decision making under uncertainty," Information Sciences, Vol. 169, pp. 97-112
68.Li, Y.N., Tan, K.C., and Xie, M. (2002), "Measuring Web-Based Service Quality," Total Quality Management, Vol. 13, No. 5, pp. 685-700
69.Liao, Z. and Cheung, M.T. (2002), "Internet based e-banking and consumer attitudes: an empirical study," Information and Management, Vol. 39, No. 4, pp. 283-295
70.Lin, C.T., Lee, C. and Wu, C.S. (2009), "Optimizing a marketing expert decision process for the private hotel," Expert Systems with Applications, Vol. 36, pp. 5613-5619
71.Liu, C., Arnett K.P. and Litecky, C. (2000), ""Design Quality of Websites for Electronic Commerce: Fortune 1000 Webmasters'' Evaluation," Electronic Markets, Vol. 10, No. 2, pp. 120-129
72.Liu, W.L. (2007), e-Commerce, GoTop, Taipei [劉文良,2007,電子商務,�眳p資訊,台北]
73.Loiacono, E.T., Watson, R.T., and Goodhue, D.L. (2007), "WebQual: An Instrument for Consumer Evaluation of Web Sites," International Journal of Electronic Commerce, Vol. 11, No. 3, pp. 51-87
74.Lu, J. and Lu, Z. (2004), "Development, Distribution and Evaluation of Online Tourism Services in China," Electronic Commerce Research, Vol. 4, pp. 221-239
75.Maswera, T., Edwards, J. and Dawson, R. (2009), "Recommendations for e-commerce systems in the tourism industry of sub-Saharan Africa, Telematics and Informatics, Vol. 26, pp. 12-19
76.McKinney, V., Yoon, K. and Zahedi, F. (2002), "The measurement of Web-customer satisfaction: an expectation and disconfirmation approach," Information Systems Research, Vol. 13, No. 3, pp. 296-315
77.McKnight, D.H., Choudhury, V. and Kacmar, C. (2002), "The impact of initial consumer trust on intentions to transact with a web site, a trust building model," Journal of Strategic Information Systems, Vol. 11, pp. 297-323
78.Meade, L.M. and Presley, A. (2002), "R&D Project Selection Using the Analytic Network Process," IEEE Transactions on Engineering Management, Vol. 49, No. 1, pp. 59-66
79.Mikhailov, L. and Singh, M.G. (2003), "Fuzzy analytic network process and its application to the development of decision support systems," IEEE Transactions on Systems, Man and Cybernetics, Vol. 33, No. 1, pp. 33-41
80.Miyazaki, A.D. and Fernandez, A. (2005), "Consumer Perceptions of Privacy and Security Risks for Online Shopping," The Journal of Consumer Affairs, Vol. 35, No. 1, pp. 27-44
81.Negash, S., Ryan, T. and Igbaria, M. (2003), "Quality and effectiveness in Web-based customer support systems," Information & Management, Vol. 40, pp. 757-768
82.Niemira, M.P. and Saaty, T.L. (2004), "An analytical network process model for financial-crisis forecasting," International Journal of Forecasting, Vol. 20, pp. 573-587
83.Nusair, K. and Kandampully, J. (2008), "The antecedents of customer satisfaction with online travel services: a conceptual model," European Business Review, Vol. 20, No. 1, pp. 4-19
84.NYU/PhocusWright Report (2003), "Building the online vacation package marketplace: Survey results," Working Paper, Preston Robert Tisch Center for Sports & Recreation Management, School of Continuing and Professional Studies, New York University, NY
85.Önüt, S. Kara, S.S. and Isik, E. (2009), "Long term supplier selection using a combined fuzzy MCDM approach: A case study for a telecommunication company," Expert Systems with Applications, Vol. 36, pp. 3887-3895
86.Palmer, J.W. (2002), “Web site usability, design, and performance metrics,” Information Systems Research, Vol. 13, No. 2, pp. 151-167
87.Parasuraman, A., Zeithaml, V.A. and Malhotra, A. (2005), "E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality," Journal of Service Research, Vol. 7, No. 3, pp. 213-233
88.Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research," Journal of Marketing, Vo. 49, No. 4, pp. 41-50
89.Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal of Retailing, Vol. 64, No. 1, pp. 12-40
90.Park, Y.A., Gretzel, U. and Sirakaya-Turk, E. (2007), "Measuring Web Site Quality for Online Travel Agencies," Journal of Travel & Tourism Marketing, Vol. 23, No. 1, pp. 15-30
91.Parsons, A.G. (2002), “Non-functional motives for online shoppers: why we click,” Journal of Consumer Marketing, Vol. 19, No. 5, pp. 380-392
92.Partovi, F.Y. (2006), "An analytic model for locating facilities strategically," Omega, Vol. 34, pp. 41-55
93.Ranganathan, C. and Ganapathy, S. (2002), "Key dimensions of business-to-consumer websites," Information and Management, Vol. 39, No. 6, pp. 457-465
94.Ren, C., Chai, Y. and Liu, Y. (2004), "Active Performance Management in Supply Chains," IEEE International Conference on Systems, Man and Cybernetics, Vol. 7, pp. 6036-6041
95.Rice, M. (1997), "What Makes Users Revisit a Web Site?," Marketing News, Vol. 31, No. 6, pp. 12-13
96.Rust, R.T. and Lemon K.N. (2001), "e-Service and the consumer," International Journal of Electronic Commerce, Vol. 5, No. 3, pp. 85-101
97.Rust, R.T., Moorman, C. and Dickson, P.R., (2002), "Getting Return on Quality: Revenue Expansion, Cost Reduction, or Both?," Journal of Marketing, Vol. 66, No. 4, pp. 7-24
98.Saaty, T.L. (1980), The analytic hierarchy process. McGraw-Hill, New York.
99.Saaty, T.L. (1996), The analytic network process. RWS Publications, Expert Choice, Inc.
100.Santos, J. (2003), "E-service quality: A model of virtual service quality dimensions,” Managing Service Quality, Vol. 13, pp. 233-246
101.Sarkis, J. (2003), "A strategic decision framework for green supply chain management," Journal of Cleaner Production, Vol. 11, pp. 397-409
102.Sarkis, J. and Sundarraj, R.P. (2002), "Hub location at Digital Equipment Corporation: A comprehensive analysis of qualitative and quantitative factors," European Journal of Operational Research, Vol. 137, pp. 336-347
103.Sarkis, J. and Talluri, S. (2002), "A Model for Strategic Supplier Selection," Journal of Supply Chain Management, Vol. 38, No. 1, pp. 18-28
104.Sigala, M. and Sakellaridis, O. (2004), "Web users'' cultural profiles and e-service quality: internationalization implications for tourism web sites," Information Technology and Tourism, Vol. 7, No. 1, pp. 13-22
105.Sohn, C. and Tadisina, S.K. (2008), “Development of e-service quality measure for internet-based financial institutions,” Total Quality Management & Business Excellence, Vol. 19, No. 9, pp. 903-918
106.Surjadjaja, H., Ghosh, S. and Antony, J. (2003), "Determining and assessing the determinants of e-service operations," Managing Service Quality, Vol. 13, pp. 39-53
107.Szymanski, D.M. and Hise, R.T. (2000), "E-satisfaction: an initial examination," Journal of Retailing, Vol. 76, No. 3, pp. 309-422
108.Tierney, P. (2000), "Internet-Based Evaluation of Tourism Web Site Effectiveness: Methodological Issues and Survey Results," Journal of Travel Research, Vol. 39, No. 2, pp. 212-219
109.Trabold, L.M., Heim, G.R. and Field, J.M. (2006), “Comparing e-service performance across industry sectors: Drivers of overall satisfaction in online retailing,” International Journal of Retail & Distribution Management, Vol. 34, No. 4/5, pp. 240-257
110.Tsaur, S.H., Chang, T.Y. and Yen, C.H. (2002), “The evaluation of airline service quality by fuzzy MCDM,” Tourism Management, Vol. 23, pp. 107-115
111.Tuzkaya, U.R. and Önüt, S. (2008), "A fuzzy analytic network process based approach to transportation-mode selection between Turkey and Germany: A case study," Information Sciences, Vol. 178, No. 15, pp. 3133-3146
112.Tzeng, G.H., Lin, C.W. and Opricovic, S. (2005), “Multi-criteria analysis of alternative-fuel buses for public transportation,” Energy Policy, Vol. 33, No. 11, pp. 1373-1383
113.van Riel, A., Lemmink, J., Streukens, S. and Liljander, V. (2004), "E-service quality expectations: a case study," Total Quality Management & Business Excellence, Vol. 14, No. 4, pp. 437-50
114.van Riel, A.C.R., Lijander, V. and Jurriens, P. (2001), "Exploring consumer evaluations of e-services: a portal site," International Journal of Service Industry Management, Vol. 12, No. 4, pp. 359-377
115.Wang, T.C. and Chang, T.H. (2007), "Application of consistent fuzzy preference relations in predicting the success of knowledge management implementation," European Journal of Operational Research, Vol. 182, pp. 1313-1329
116.Wang, T.C. and Chen, Y.H. (2007), "Applying consistent fuzzy preference relations to partnership selection," Omega, Vol. 35, pp. 384-388
117.Wang, T.C. and Lin, Y.L. (2009), "Applying the consistent fuzzy preference relations to select merger strategy for commercial banks in new financial environments," Expert Systems with Applications, Vol. 36, No. 3, pp. 7019-7026
118.Wang, Y., Yu, Q. and Fesenmaier, D.R. (2002), "Defining the virtual tourism community: Implications for tourism marketing," Tourism Management, Vol. 23, pp. 407-417
119.Wang, Y.J. (2008), "Applying FMCDM to evaluate financial performance of domestic airlines in Taiwan," Expert Systems with Applications, Vol. 34, pp. 1837-1845
120.Weber, K. and Roehl, W.S. (1999), "Profiling people searching for and purchasing travel products on the World Wide Web," Journal of Travel Research, Vol. 37, No. 3, pp. 291-298
121.Werthner, H. and Ricci, F. (2004), "E-commerce and tourism," Communications of the ACM, Vol. 47, No. 12, pp. 101-105
122.Wolfinbarger, M. and Gilly, M.C. (2003), "e-TailQ: Dimensionalizing, Measuring, and Predicting etail Quality," Journal of Retailing, Vol. 79, No. 3, pp. 183-198
123.Wu, W.W. and Lee, Y.T. (2007), "Selecting knowledge management strategies by using the analytic network process," Expert Systems with Applications, Vol. 32, pp.841-847
124.Wu, Z. and Chen, Y. (2007), "The maximizing deviation method for group multiple attribute decision making under linguistic environment," Fuzzy Sets and Systems, Vol. 158, No. 14, pp. 1608-1617
125.Xu, Z.S. and Chen, J. (2007), "An interactive method for fuzzy multiple attribute group decision making," Information Sciences, Vol. 177, pp. 248-263
126.Yang, Z. and Jun, M. (2002), "Consumer perception of e-service quality: from internet purchaser and non-purchaser perspectives," Journal of Business Strategies, Vol. 19, No. 1, pp. 19-41
127.Yang, Z., Cai, S., Zhou, Z. and Zhou, N. (2005), "Development and validation of an instrument to measure user perceived service quality of information presenting Web portals," Information & Management, Vol. 42, pp. 575-589
128.Yao, J.T. (2004), "E-commerce adoption of insurance companies in New Zealand," Journal of Electronic Commerce Research, Vol. 5, No. 1, pp. 54-61
129.Yoo, B. and Donthu, N. (2001), "Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal)," Quarterly Journal of Electronic Commerce, Vol. 2, No. 1, pp. 31-46
130.Yurdakul, M. (2003), "Measuring long-term performance of a manufacturing firm using the Analytic Network Process (ANP) approach," International Journal of Production Research, Vol. 41, No. 11, pp. 2501-2529
131.Zadeh, L.A. (1965), "Fuzzy Sets," Information and Control, Vol. 8, pp. 328-353
132.Zeithaml, V.A. (1988), "Consumer perceptions of price, quality, and value: A means-end model and synthesis of evidence," Journal of Marketing, Vol. 52, pp. 2-22
133.Zeithaml, V.A. (2002), "Service excellence in electronic channels," Managing Service Quality, Vol. 12, No. 3, pp. 135-139
134.Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2000), "A Conceptual Framework for Understanding e-Service Quality: Implications for Future Research and Managerial Practice," Working paper, Marketing Science Institute, Cambridge, MA.
135.Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2000), "e-service Quality: Definition, Dimension and Conceptual Model." Working Paper. Marketing Science Institute, Cambridge, MA.
136.Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2002), "Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge," Journal of the Academy of Marketing Science, Vol. 30, No.4, pp. 362-375
137.Zimmermann, H.J. (1985), Fuzzy Set Theory and Its Applications, Kluwer, Nijhoff Publishing, Boston.
QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top