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研究生:阮志功
研究生(外文):Nguyen Chi Cong
論文名稱:Study on Evaluation User Satisfaction in Website of UNETI, Vietnam
論文名稱(外文):Study on Evaluation User Satisfaction in Website of UNETI, Vietnam
指導教授:余振國
學位類別:碩士
校院名稱:樹德科技大學
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:2011
畢業學年度:99
語文別:英文
論文頁數:64
中文關鍵詞:Customer satisfactionSystem qualityInformation qualityService qualitySecurity
外文關鍵詞:Customer satisfactionSystem qualityInformation qualityService qualitySecurity
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Today with the development of the Internet, website is an important tool to share information, or to interact with customers. The application of information technology in education are very concerned, one of the applications that information technology build sites to provide information about university activities, time learning, etc.
Website quality is an important factor to satisfy the users and contribute to successful education’s website. Based on Update D&;M IS Success Model, TAM model, we have analyzed the effectiveness of the website quality to education and user’s satisfaction. Website quality includes four aspects: System Quality, Information Quality, Service Quality and Security. Websites affect the user’s satisfaction through being easy to use, friendly and users’ feeling of the efficiency and confidence when they get to contact with the website.
On that basis, we have investigated the value of user satisfaction to the website and have applied to the website of the University of Economic Industrial Technology, Viet Nam. This study is developed by offering testing hypotheses of factors affecting the satisfaction of the website of University of Economic Industrial Technology, Viet Nam and building panel investigating questions which relate to the factors of Information Quality, Service Quality, System Quality and Security of the website. After that, the data is collected from 300 students and faculty of the University of Economic Industrial Technology, Viet Nam. This study uses SPSS 17.0 to analyze the data collected to examine the relationship between the elements. The results is positive relationships Perceived Ease of Use, Perceived Usefulness, Trust, System quality, Information Quality, Service Quality, Security can satisfy website’s user.

Today with the development of the Internet, website is an important tool to share information, or to interact with customers. The application of information technology in education are very concerned, one of the applications that information technology build sites to provide information about university activities, time learning, etc.
Website quality is an important factor to satisfy the users and contribute to successful education’s website. Based on Update D&M IS Success Model, TAM model, we have analyzed the effectiveness of the website quality to education and user’s satisfaction. Website quality includes four aspects: System Quality, Information Quality, Service Quality and Security. Websites affect the user’s satisfaction through being easy to use, friendly and users’ feeling of the efficiency and confidence when they get to contact with the website.
On that basis, we have investigated the value of user satisfaction to the website and have applied to the website of the University of Economic Industrial Technology, Viet Nam. This study is developed by offering testing hypotheses of factors affecting the satisfaction of the website of University of Economic Industrial Technology, Viet Nam and building panel investigating questions which relate to the factors of Information Quality, Service Quality, System Quality and Security of the website. After that, the data is collected from 300 students and faculty of the University of Economic Industrial Technology, Viet Nam. This study uses SPSS 17.0 to analyze the data collected to examine the relationship between the elements. The results is positive relationships Perceived Ease of Use, Perceived Usefulness, Trust, System quality, Information Quality, Service Quality, Security can satisfy website’s user.

ABSTRACT i
Acknowledgments iii
Table of Contents iv
List of Tables vii
List of Figures viii
Chapter 1 Introduction 1
1.1. Research Background 1
1.2. Research Motive 3
1.3. Research Purposes 4
1.4. Research Procedure 5
1.5. Definition of Term 6
1.5.1. Information Quality 6
1.5.2. System Quality 6
1.5.3. Service Quality 6
1.5.4. Security 6
1.5.5. Trust 7
1.5.6. Customer Satisfaction 7
1.5.7. Perceived Usefulness 7
1.5.8. Perceived Ease of Use 7
Chapter 2 Literature Review 9
2.1. Information Quality 9
2.2. System Quality 10
2.3. Servicer Quality 12
2.4. Customer Satisfaction 15
2.5. Security 21
Chapter 3 Research Methodology 23
3.1. Research Model 23
3.2. Research Hypotheses 24
3.3. Measurement of Variables 25
3.4. Survey Process 27
3.5. Research Methodology 28
3.5.1. Descriptive Statistics. 28
3.5.2. Factor Analysis. 28
3.5.3. Reliability Analysis. 29
3.5.4. Regression Analysis. 29
Chapter 4 Data Analysis and Results 30
4.1. Descriptive and Analysis of Sample Demographics. 30
4.1.1. Gender and Age. 30
4.1.2. Status and Education Level. 31
4.1.3. Access Internet and Connecting UNETI’s Website 32
4.1.4. Interesting Information of UNETI’s Website 33
4.2. Reliability Analysis of the Major Variables 34
4.3. Factor Analysis 35
4.4. Regression Analysis 38
4.4.1. Linear Regression Analysis for Satisfaction 38
4.4.2. Linear Regression Analysis for Perceived Ease of Use 39
4.4.3. Linear Regression Analysis for Perceived Usefulness 40
4.4.4. Linear Regression Analysis for Perceived Usefulness 42
Chapter 5 Research Conclusions 45
5.1. Research Conclusions 45
5.2. Research Implications 48
5.3. Limitation 49
5.4. Further Study 49
REFERENCES 51
Appendix A Questionnaire 60

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