跳到主要內容

臺灣博碩士論文加值系統

(3.229.142.104) 您好!臺灣時間:2021/07/27 07:09
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

: 
twitterline
研究生:黃濬翔
研究生(外文):Jun-Xiang Huang
論文名稱:悠遊卡服務品質缺失改善之研究
論文名稱(外文):The Quality Improvement Study of Easy Card Service
指導教授:林靜雯林靜雯引用關係
指導教授(外文):Ching-Wen Lin Ph. D.
口試委員:林靜雯施光訓吳中峻蔡明春林淑萍
口試委員(外文):Lin ChingwenShi GuangxunWu ZhongjunTsai MingchunLin Shuping
口試日期:2012-06-26
學位類別:碩士
校院名稱:國立宜蘭大學
系所名稱:應用經濟與管理學系經營管理碩士班
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:2012
畢業學年度:100
語文別:中文
論文頁數:63
中文關鍵詞:行動支付IPGA電子服務品質
外文關鍵詞:Mobile paymentIPGAElectronic Service Quality
相關次數:
  • 被引用被引用:17
  • 點閱點閱:604
  • 評分評分:
  • 下載下載:121
  • 收藏至我的研究室書目清單書目收藏:0
隨著科技的進步行動支付的方式逐漸興盛,取代現金付費的機會越來越多,在二十一世紀初行動支付被認為具有龐大商機,吸引許多業者紛紛投入相關領域。而國內也有許多相關行動支付之應用,其中應用層面最廣泛首推悠遊卡,台北市悠遊卡於2002年9月30號上市,迄今不但可以用於大眾交通工具的轉、搭乘,同時也可以在便利商店進行小額消費。本研究將採用IPGA模式對國內悠遊卡進行服務品質缺口分析,以卡使用者為調查對象,資料收集方式是採用便利性抽樣法中的問卷調查法,而問卷設計內容為四大構面;使用性、可用性、安全性和隱私性,以期找出主要優先需要改善之服務內容,經由IPGA分析發現使用者對悠遊卡扣款金額顯示、正常使用與簡單易用最為重視,且重要度與滿意度具有顯著落差,故本研究建議悠遊卡應改善扣款金額顯示、降低故障率與簡化付費行為,作為日後改進與發展方向的參考。
With the advances in the information technology, the mobile payment will instead of cash paid and will be widely used gradually. In the beginning of the twenty-first century, the mobile payment is considered to have enormous opportunities, and it attracts many firms have invested in related fields. There are many applications of the mobile payment domestically, among all of them, the Easy Card is used popular. The Easy Card is released at September 30th, 2002. Now, it not only can be used in paying fares when transferring by mass transport, but also make a payment in the convenience store. This study will used IPGA as the method of analysis for processing the gap of the service quality. Sampling study is the user of the Easy Card, and using questionnaire as the method of data collection. The contents of questionnaire conclude four dimensions:usability, availability, security and privacy. Expecting to find out the contents of service which need to be improved in advanced. Through IPGA, the results indicated that the users of Easy Card most emphasizing on the parts of normal used, easy to use and deducted amount display, and there are significant gaps between the importance and satisfication of these three parts. Hence, this study suggest that the Easy Card company need to regard the deducted amount display , the fail rate reduced and the payment behavior simplified as the reference of improvement and development direction in the future.
摘要 I
Abstract II
目錄 III
圖目錄 V
表目錄 VI
第一章 前言 1
第一節、研究背景與動機 1
第二節、研究目的 3
第二章、文獻回顧 4
第一節、現況分析 4
第二節、服務品質之衡量 15
第三節、電子服務品質 21
第三章 研究方法 26
第一節、IPA 26
第二節、GA 27
第三節、IPGA 27
第四節、IPGA的相關研究 30
第四章 實證分析 33
第一節、前測問卷 33
第二節、正式測試問卷 35
第三節、IPGA分析 40
第五章 結論與建議 51
第一節、研究結論 51
第二節、管理意涵 53
第三節、研究建議 55
第四節、研究限制 55
參考文獻 56
附錄一 60
中文文獻
1.客觀日本(2011)。電子貨幣的普及(一)。線上檢索日期:2012年4月23日。網站:http://www.keguan.jst.go.jp/。
2.經濟部通訊產業發展推動小組,台灣NFC論壇(Taiwan NFC Forum)
3.張偉業(2011),「手機行動支付將捲土重來」,《玉山證劵投資顧問公司》。
4.悠遊卡股份有限公司。網站;http://www.easycard.com.tw/
5.鄭有欽(2011)。「台北悠遊卡投資控股股份有限公司書面業務報告」。《臺北市議會第11 屆第1 次定期大會》,2011年4月21日,台北市會議公報。
6.劉建浩、陳雅姿(2009)。桃園國際機場通關流程旅客滿意度之研究。碩士論文。取自台灣碩博士論文之是加值系統。(系統編號07NHU05663011)。
7.施光訓、吳怡淨(2010年4月)。ATM服務品質待改善要素之研究:IPGA&DEMATEL之觀點。華人經濟圈企業競爭力與經營管理學術研討會發表之論文,新竹市中華大學。
8.林淑萍、李奇學(2007)。台灣山地偏遠地區醫療給付效益提升計畫之研究(碩士論文)。取自台灣碩博士論文知識加值系統。(系統編號095CHPI5230087)。
9.林淑萍、吳承輯 (2010),應用IPGA、IPSM模式探討不同觀點之下網路電視服務品質之改善策略。
10.劉建浩、陳雅姿 (2009),桃園國際機場通關流程旅客滿意度之研究(碩士論文)。取自台灣碩博士論文知識加值系統。(系統編號 097KNU00783012 )。
11.林淑萍、王傳鑫,2010,應用IPGA模式建立國民小學網站服務品質之改善策略(碩士論文)。取自台灣碩博士論文知識加值系統。(系統編號098CHI5230025)。
12.徐子光、江淑娜,2011,連鎖式中醫診所服務品質關鍵因素之分析。碩士論文。取自台灣碩博士論文知識加值系統。(系統編號 099CHPI5121022 )。
13.林淑萍、楊智翔,2010,利用IPGA探討反光材質產業之服務品質改善策略。碩士論文。取自台灣碩博士論文知識加值系統。(系統編號 098CHPI5230022 )

英文文獻
1.A Smart Card Alliance Payments Council White Paper. (2011). The Mobile Payments and NFC Landscape: A U.S. Perspective, p. A53.
2.A Smart Card Alliance Payments Council White Paper. (2006). Contactless Payments: Consumer Attitudes and Acceptance in the United States, p.A5.
3.Baker,D.A.and Crompton,J.L(2000). Quality,Satisfaction and Behavioral Intetions. Annals of Tourism Research, 27(3), 785-804
4.Cristobal, E., C.Flavianand M,Guinaliu(2007). Perceived e-service quality (PeSQ): measurement validation and effects on consumer satisfaction and web site loyalty. Managing Service Quality, 17(3), 317–340.
5.Carla Barbieri1(2010). An Importance-Performance Analysis Of the Motivations Behind Agritourism and Other Farm Enterprise Developments in Canada. Journal of Rural and Community Development, 1-20
6.David,F.D(1989), Perceived Usefulness ,Perceived Ease of Use, User Acceptance of Information Technology. MIS Quarterly, 13(3), 319-340.
7.Dr.Zhilin Yang and Dr.Minjoon Jun(2002). Consumer perception of e-service quality:from internet purchase and non-purchase perspectives. Journal of Business Strategies. 19(1), 19-41.
8.Wade, D. J. and Eagles. P (2003). The use of importance-performance analysis and market segmentation for tourism management in parks and protected areas: An applicationtoTanzaina’s National Parks. Journal of Ecotourism , 2(3), 196-212.
9.Emmanouil Stiakakis. and Christos K. Georgiadis (2009). E-service quality: comparing the perceptions of providers and customers. Managing Service Quality, 19(4), 410-430.
10.Formell, C. and Wenerfelt, B (1987), Defensive Marketing Strategy by Costomer Complaint Management:A Theoretical Analysis. Journal of marketing Research, 37-46.
11.Fassnacht, M. and Koese (2006). Quality of electronic services: conceptualizing and testing a hierarchical model. Journal of Service Research. 9 (1), 19–37.
12.Gene Amromin and Sujit Chakravorti (2007). Debit Card and Cash Usage: A Cross-Country Analysis: Federal Reserve Bank of Chicago
13.Husseun Ahmad AL-Ofeishat (2012). Near Field Communication. International Journal of Computer Science and Network Security, 12(1), 93-99
14.Jeroen de Wit (2010). A conceptual e-service quality model for career sites. journal of the academy of marketing, 1-10
15.Johnston, T.C. and Hewa, M.A. (1997). Fixing Service Failures. Industrial Marketing Management, 26(5), 467-473.
16.Keaveney, S.M. (1995). Customer Switching Behavior in Service Industries: An Exploratory Study. Journal of Marketing, 59(2), 71-82.
17.Kotler , p. and K.L.Keller (2006). Marketing Management.12th editionrentice- Hall Inc.
18.Lin, S.,Chan,Y.H and Tsai, M. C.(2009). A transformation function corresponding to IPA and gap analysis. Total management &business excellence, 20(8), 826-846.
19.Lovelock, C. H. and R. F. Young (1979). Look to Consumers to Increase Productivity, Harvard Business Review, 19-31.
20.Lapierre,Joz’ee, pierre Filiatrault and Jean Perrien.,(1996). Research on Service Quality Evaluation;Evolution and Methodological Issues. Journal of Retailing and Consumer Service, 3(2), 91-98.
21.Lin, S. P., Lee W. S. and Chan, Y. H. (2007). Using the kano’s Two-Dimensional Model and Importance-Performance Analysis to Evaluate Service Quality of the HR Service Agency. Journal of Performance and Strategy Research, 4(2), 1-17.
22.Martilla, J. A. and James, J. C. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77-79.
23.Myers,B.L., Kappelman,L. and Prybutok, V.R (1997). A Comprehensive Model for Assessing Quality and Productivity of the Infornation Systems Function:Toward a Theory for Infornation Systems Assessment. Infornation Resources Management Journal Winter, 6-25.
24.Michel Benaroch and Ajit Appari. (2011). Pricing e-service quality risk in financial services . Electronic Commerce Research and Applications, 10, 534–544.
25.Parasuraman,A. Zetithaml,V.A. and Berry,L.L. (1985) A conceptual model of service uality and its implication for future research. Journal of Marketing, 49(4), 41-50.
26.Parasuraman,A.,Zetithaml,V.A. and Berry,L.L. (1988). SERVICE:A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
27.Parasuraman A., Zeithaml V.A. and Malhotra N. (2002). Service Quality Delivery Through Web Sites : A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375.
28.Parasuraman, A., Zeithaml, Valarie A. and Malhotra, Arvind. (2005). “E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213-233.
29.Pousttchi, K. (2003). Conditions for Acceptance and Usage of Mobile Payment Procedures. The Second International Conference on Mobile Business Vienna, 201-210.
30.Tsai, M. C., Lin, S. P., and Tsai, J. S. (2010). A Study on the Quality Gap of Communication Service for Business Customers of High-Tech Industry. Journal of Performance and Strategy Research, 7(2), 49-62.
31.Seth, N. and Deshmukh, S.G. ( 2005), Service quality models: a review, International journal of quality reliability management, 22(9), 913-949.
32.Sohn, C.and Tadisina, S. K. (2008). Development of e-service quality measure for internet-based financial institutions. Total Quality Management and Business Excellence, 19(9), 903–918.
33.Sulaiman Ainin and Nur Haryati Hisham .(2008). Applying Importance
-Performance Analysis to Information Systems: An Exploratory Case Study, 3, 95-103.
34.Yang, Z. and Jun, M. (2002). Consumer perception of e-service quality: form purchaser and non purchaser perspectives. Journal of Business Strategies, 19(1), 19-41.
35.Yi, Youjae and Gong, Taeshik (2008). Electronic service quality model: the moderating effect of customer self-efficacy. Psychology and Marketing, 25 (7), 587-601.
36.Zeithaml, V.and M. J. Bitner, and D. Gremler (2009). Testing ahierarchical and integrated model of quality in the service sector: functional,relational, and tangible dimensions. Total Quality Management and Business Excellence, 20(11), 1173-1188.

QRCODE
 
 
 
 
 
                                                                                                                                                                                                                                                                                                                                                                                                               
第一頁 上一頁 下一頁 最後一頁 top
無相關期刊