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研究生:游富凱
研究生(外文):Fu-Kai Yu
論文名稱:E化服務品質變異之衡量
論文名稱(外文):Measuring consumer perception of E-sevice quality variability
指導教授:沈永正沈永正引用關係
指導教授(外文):Yung-Cheng Shen
學位類別:碩士
校院名稱:元智大學
系所名稱:企業管理學系
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:中文
論文頁數:91
中文關鍵詞:服務品質變異E化服務E化服務品質變異量表發展
外文關鍵詞:sevice quality variabilityE-serviceE-service quality variabilityscale development
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在網際網路發達的現在,各產業紛紛把服務範圍延伸至在網際網路或電子設備儀器上,因此關於衡量E 化服務品質的研究也浩如煙海,然而針對E 化服務品質變異程度之衡量卻是相當缺乏,並且傳統衡量E 化服務品質的構面並不適合用來衡量E 化服務品質的變異程度,因此本研究的目的在於發展一量表來衡量E 化服務品質變異程度。
本研究利用訪談結果、文獻探討和專家意見之後制訂出初步的E 化服務品質變異程度衡量之題項與構面。之後經過問卷的施測,進而再利用探索性因素分析、信度分析和驗證性因素分析等的統計分析後,本研究所制訂的「E 化服務品質變異程度之衡量量表」最終是由資訊正確性、資訊完整性、系統穩定性、傳輸穩定性、商品品質、商品運送時間、商品運送效率等七個構面及二十個題項所組成。
本研究提出的「E 化服務品質變異程度之衡量量表」不同於先前的研究,是主要在觀察E 化服務品質變異的情形,在學術的意義上開啟了不同的新視野來關注E 化服務品質。再者也為眾多提供E 化服務的企業作為一監控服務品質變異程度的工具,進而提升E 化服務的服務水準,以期能提升企業獲利。
There are four characteristics of service: intangibility, inseparability, perishability and variability. One of the Service characteristics is “variability” that talks about because traditional service provided by people so that service quality can’t have a consistent performance. On the other hand, E-service has the standard process and rule to provide service to customer. So whether the service variability still exit in E-service and how to measure it that is our motivation in this research.
According to the literature review, expert’s suggestion and interviews,we set out the dimensions and initially questionnaire. After Exploratory factor analysis and Confirmatory factory analysis, the scale of E-service quality variability is composed of 7 dimensions and 20 questions. The seven dimensions are “Information Accuracy”, “Information Completeness”, “Website System Stability”, “Data Transfer”, “Product Quality”,“ Speed of Product Delivery ”and“ Damage in Transit”. The scale also has good reliability and validity.
摘要 i
Abstract ii
誌謝 iii
表目錄 vi
圖目錄 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 3
第一節「服務品質變異」 3
一、變異的重要性和意義 3
二、衡量服務品質變異的相關文獻 5
第二節「E化服務」 6
一、E化服務的定義 6
二、E化服務的特性 7
三、E化服務的分類方式 7
第三節「E化服務品質」 14
一、E化服務品質構面整理 14
二、資訊服務品質、系統服務品質和貨物交付性品質等相關文獻 15
第四節「小結」 20
第三章 研究方法 21
第一節 研究對象 21
第二節 量表編制流程 21
一、蒐集國內外相關文獻 21
二、資料收集過程 21
三、編製衡量E化服務品質變異程度量表之初稿 22
四、篩選題目並完成正式量表 23
第三節 資料分析方法 25
一、敘述統計(Descriptive Statistics) 25
二、信度分析(內部一致性分析) 25
三、探索性因素分析(EFA:Exploratory Factor Analysis) 25
四、驗證性因素分析(CFA:Confirmatory Factor Analysis) 26
五、效度分析 28
第四章 研究結果 29
第一節 構面選擇與問卷編制 29
一、E化服務品質變異程度之構面 29
二、量表題目的編制 34
第二節 問卷施測結果分析 37
一、第一次樣本施測結果分析(120份) 37
二、第二次樣本施測結果分析(400份) 52
第五章 結論與建議 79
第一節 研究結論 79
第二節 學術意義、管理意涵與實務建議 79
第三節 研究限制 80
第四節 後續研究建議 80
第六章 參考文獻 82
第一節 中文部分 82
第二節 英文部分 83
附錄一 88
中文部分
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2. 陳星翰,民96,購物網站系統成功因素探討-以博客來網路書店為例,東華大學企業管理學系碩士論文。
3. 賴麒元,民95,探討通路權力對電子化服務品質、供應商關係品質與經銷商滿意度之干擾效果,成功大學企業管理學系博士論文。
4. 黃依婷,民94,幻想與消費行為:幻想量表之建製,政治大學企業管理研究所碩士論文。
5. 陳耀茂,民93,共變異數構造分析的AMOS 使用手冊,鼎茂圖書出版股份有限公司。
6. 黃明政,民92,銀行業服務品質、企業形象與顧客忠誠度之研究,南華大學管理科學研究所碩士論文
7. 張敬芝,民91,網路購物服務品質衡量模式建構之研究,元智大學企業管理研究所碩士論文。
8. 高博銓,民91,教育研究法:焦點團體訪談法,教育研究月刊
9. 馬如頤,民91,由消費者角度觀察不同類型網站的關鍵成功因素-以靜宜大學學生為例,靜宜大學資訊管理學系研究所碩士論文。
10. 蔡秉芳,民90,網際網路環境上服務系統設計概念演變之研究,清華大學科技管理研究所碩士論文。
11. 李靜芳,民90,線上經營模式與網站類型關係之研究,靜宜大學資訊管理學系研究所碩士論文。
12. 方世榮譯; Philip Kolter 著,民87,行銷管理學:分析,計畫,執行與控制,東華書局。

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