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    Title: 大學網站服務品質問卷之發展
    Other Titles: The Development of Website Quality Service Questionnaire in University
    Authors: 楊亨利;陳純美
    Yang, Heng-Li
    Keywords: 服務品質;教育行銷;顧客導向;學校網站
    Service Quality;Educational Marketing;Customer Orientation;Campus Website
    Date: 2004-06
    Issue Date: 2009-01-17 16:28:23 (UTC+8)
    Abstract: 陳純美與楊亨利(民 91c)先前曾依據行銷、資訊系統、教育三個角度,建構一學校網站服務品質衡量模式,並依此提出一個學校網站功能架構。本研究延續之前研究,進一步延伸,建議一個系所網站功能架構、發展一個系所網站服務品質量表,並以學校網站服務品質衡量構面實作一系所網站,以探討是否達到服務品質。經由兩次問卷的分析結果,最後所得到的構面,以使用者觀點為「瀏覽便利」、「學習輔助」、「主動表白」、「連結固定」、「回應性」、「安全性」、「吸引性」、「互動、協調與額外功能」、「個人服務支援」、「資訊價值」、「可靠性」、「凝聚使用」、「完整與顯示」、「溝通與體貼」。此問卷之信效度均獲得驗證。本研究也發現透過服務品質觀點所建置的新系網,其服務品質較舊系網有顯著地提昇。
    Basing on perspectives of marketing, information system and education, Chen and Yang (1992c) proposed a quality assessment model and presented a functional architecture of university website. Continuing prior research, this research developed a questionnaire for evaluating website service quality from the viewpoint of customer orientation. This research also applied the service quality evaluation model to implement a department website, and evaluated it. After two runs of sample surveys and factor analyses, this research found a new set of service quality factors from the perspective of users. The factors included ease of navigation, learning assistance, active profession, unchanged linkages, responsiveness, safety, attraction, interactivity, personalization, valuable information, reliability, cohesion, complete information, and considerateness. The reliability and validity of this questionnaire were satisfactory. Finally, this research also found that the new website provided better service than the old website.
    Relation: 管理與資訊學報, 9, 151-184
    Data Type: article
    Appears in Collections:[Department of MIS] Periodical Articles

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