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研究生:陳昱衡
研究生(外文):Yu-Heng Chen
論文名稱:應用Kano和TRIZ探討3C購物網站關鍵品質之創新方案
論文名稱(外文):Exploring the Critical Quality Attributions of 3C web sites innovative plans by using Kano and TRIZ Methodology
指導教授:許麗玲許麗玲引用關係
指導教授(外文):Li-Ling 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:資訊管理研究所
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:2011
畢業學年度:99
語文別:中文
論文頁數:137
中文關鍵詞:3C網站品質狩野分析重要度表現分析法萃思
外文關鍵詞:3C website qualityKano ModelIPATRIZ
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隨著國內電子商務產業的蓬勃發展,電子商務市場更是充滿著無限的商機。在網路購物市場中,3C產品與日常生活緊密結合,亦是網路購物市場銷售的主力商品。由於3C購物網站網路購物市場競爭激烈,唯有創新服務方案才能吸引消費者注意。因此,本研究針對國內3C購物網站為案例分析,期望找出3C購物網站關鍵品質要素並提出創新問題解決方案,以改善目前3C購物網站服務功能,進而提升3C購物網站獲利水準。
本研究結合狩野分析(Kano Model)與重要度分析(IPA)和創意問題解決理論(TRIZ)提出創新方案的建議。研究主要分為三個部分,第一部份首先結合「WebQual」和「E-S-QUAL」提出新的3C購物網站品質要素,利用狩野分析找出提升品質的改善指標,瞭解消費者真正重視的網站功能;接著運用重要度分析法找出網站品質重要度與滿意度指標,對於網站品質重要度高,但是滿意度低的矛盾衝突進行分析。第二部份,針對網站產生的矛盾衝突,透過創意問題解決理論修改品質要素,並依據四十項創新原則發展解決方案。第三部分,運用專家訪談國內五名3C購物網站專家進行調查,驗證所提出創新方案之有效性指標。
本研究結果發現,所提20項創新解決方案,已有13項創新方案已經被採用,另外仍有7項創新方案尚未執行。業者可以依據本研究結果作為建置網站和提供行銷的參考依據。
While the development of E-Commerce industries rises rapidly in Taiwan, the corresponding market has many business opportunities in the future. Also, due to 3C products are frequently used in our daily life, these kinds of products have become the main sale targets on the online shopping platforms. However, the market of this term can be seen in plenty of websites, which cause the intensive competition among this market, so that only innovative service can attract more customers. Therefore, we use 3C shopping websites in Taiwan as a case study, and we hope to find out that the key element of 3C shopping websites to bring up some innovative solutions to improve services of 3C shopping websites to increase their profit.
We integrated IPAand TRIZ from Kano Model to bring innovative plans. And we integrated “WebQual” and “E-S-QUAL” to bring up new elements of quality of web-sites and use Kano model to find out the indicator of quality improvement to realize what functions that customers really focus on in a web-sites. Then we use IPA method to indicate the importance and satisfaction of those functions, for those functions with higher importance but lower satisfaction, we bring up some usable solutions and investigate them by TRIZ. Because there are some contradictions of these web-sites , we use TRIZ to correct quality of them and bring up 40 innovative principles to develop solutions. For ensuring the effective indicator of website quality and customers'' satisfaction, we, finally, use five interviews with experts to test and verify.
We find that 13 of 20 innovative solutions that we brought up has been adopted and 7 solutions haven’t been adopted. According to our research, businesses can build a web-sites and market their products.
摘要 i
ABSTRACT ii
謝誌 iii
表目錄 vii
圖目錄 ix
壹、緒論 1
1.1 研究背景 1
1.2 研究動機 3
1.3 研究目的 4
1.4 研究範圍 5
1.5 論文架構 6
貳、文獻探討 7
2.1 網站品質 8
2.1.1 網站品質要素 8
2.1.2 線上服務品質 10
2.2 Kano二維品質模式 12
2.2.1激勵-保健理論 12
2.2.2 Kano 二維品質模型 13
2.2.3二維品質之要素歸類 15
2.3 IPA重要度分析法 17
2.4 TRIZ(萃思) 20
2.4.1 TRIZ發展與理論 20
2.4.2 TRIZ解題工具 22
2.4.3 TRIZ非技術領域應用 25
參、研究方法 27
3.1 研究架構 27
3.1.1 研究步驟 27
3.1.2 研究流程 29
3.2 研究設計 33
3.2.1 問卷設計 33
3.2.2 前測問卷 35
3.2.3 研究樣本 36
3.2.4 統計分析項目 36
3.2.5 專家訪談 39
肆、研究結果 41
4.1 正式問卷設計 41
4.2 信、效度分析 43
4.3 驗證性因素分析 45
4.4 樣本結構分析 47
4.5 Kano二維模式之歸類 49
4.6 Kano品質改善指標 50
4.7 IPA重要度分析 52
4.8 TRIZ萃思分析 55
4.8.1 矛盾問題第10項 56
4.8.2 矛盾問題第14項: 60
4.8.3 矛盾問題第16項 64
4.8.4 矛盾問題第19項 68
4.8.5 矛盾問題第4項 71
4.9 專家訪談 75
伍、結論 81
5.1 結論與討論 81
5.2 研究限制 83
5.3 管理上的貢獻 83
5.4 對後續研究之建議 84
參考文獻 86
中文文獻 86
英文文獻 88
附錄一 TRIZ 39工程參數 93
附錄二 TRIZ 39矛盾矩陣 97
附錄三 TRIZ 40創新法則 112
附錄四 TRIZ 39工程參數(管理上的意涵) 118
附錄五 Kano Model問卷 120
1. 中文部分
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2.英文部分

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3. 網站部分
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