臺灣博碩士論文加值系統

在資訊科技的興起及網際網路的普及之下，上網已經成為現代生活行為不可或缺的一部分，而「網站」亦成為企業經營中的一項不可或缺的行銷工具。當網頁設計公司在為客戶規劃設計網站時，最常遇到的問題就是客戶不斷的修改需求內容。客戶心中所想要的網站需求，往往與其訪談表達的內容有落差，在反覆的修改過程中不僅是造成服務品質降低，也讓公司的成本增加。故此本研究希望透過服務科學之角度來探討網站設計服務流程，並提出建議方案。本研究以實務之案例，並透過服務體驗工程方法來改善網站設計服務。研究方法第一階段整理過去的經驗案例並調查國內數個優質網站，歸納出顧客需要之網站內容及功能；第二階段以服務體驗需求洞察方法進行深入訪談挖掘顧客需求，並將服務需求投入建構服務機能展開表、服務流程展開表及服務資源展開表，利用上述過程提出創新服務與改善流程；第三階段以實際案例來驗證北研究所提出之創新服務模式。本研究發現，透過網站設計服務的顧客需求，主要還是回歸到對於網站建置的需求。透過需求洞察所得到的服務需求有：1.版面設計風格符合主題，且有特色；2.功能完整；3.操作方式容易記憶；4.提供參考範例；5.可自行維護；6.對網頁功能不熟悉，無法清楚表達需要，希望能有教學或提供規格表等。而針對服務需求規劃出將關的服務流程改善，如設計網站設計服務需求表、提供線上校稿並即時修改、結案後提供網站使用上之相關顧問服務等。本研究最後也利用網站設計服務需求表，實際的完成兩件網站設計服務實證案。

With the development of information technology and increasing prevalence of the Internet, Internet use has become an indispensable part of modern life, and “website” has also become an essential tool for marketing any business. For website design companies, customer’s constant request for modifying page content is one of the common issues they have to deal with. There is usually a gap between the design that customers express in the interview and the design that they really expect in their minds. Repetitive modifications of web pages may not only cause a reduction in service quality but also an increase in the cost of the design company. This study attempted to investigate the website design service procedure and propose suggestions from the perspective of services science. This study analyzed website design cases and employed service experience engineering to improve website design services. The methodology comprised three stages. In the first stage, the website contents and functions demanded by customers were collected through an analysis of the author’s past case experiences and several high-quality domestic websites. In the second stage, the author surveyed customer demands through in-depth interview and then constructed a service function development table, a service procedure development table, and a service resource development table. After these steps, an innovative services and improvement procedure was proposed. In the third stage, the proposed innovative service model was validated using practical cases. Results indicated that the demands of website design customers centered around website development. According to the service demands inquiry, the primary demands of customers are as follows: 1.The page layout conforms to the theme and is characteristic; 2.Complete functions are available; 3.The operating method is easy to remember; 4.Examples are given; 5.Self-maintenance is supported; 6. Instructions or specifications can be provided, given that customers are unfamiliar with website functions and are unable to clearly express their demands. Based on these service demands, this study proposed some service process improvement solutions, including designing a website design services demand table, online proofreading and instant modification, and after-service consultation services. In this study, the author also followed the website design services demand table to complete the design of two websites.

摘要 i
ABSTRACT ii
誌謝辭 iii
目錄 iv
表目錄 v
圖目錄 vi
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
第三節 研究範圍 3
第四節 論文架構 3
第五節 研究流程 4
第二章　 文獻探討 5
第一節 網站的類型 5
第二節 網站建置 11
第三節 服務科學 17
第四節 服務體驗工程方法 18
第三章　 研究設計 23
第一節 趨勢研究(FIND) 23
第二節 服務價值鏈研究(InnoNet) 36
第四章 案例實作 48
第一節 中華萃思學會網站改版 48
第二節 交大創新管理顧問有限公司網站建置 56
第五章 結論與建議 63
第一節 研究結論 63
第二節 研究建議 64
第三節 研究限制 64
參考文獻 65

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