 |
English
|
正體中文
|
简体中文
|
Post-Print筆數 : 27 |
Items with full text/Total items : 112721/143689 (78%)
Visitors : 49622031
Online Users : 480
|
|
|
Loading...
|
Please use this identifier to cite or link to this item:
https://nccur.lib.nccu.edu.tw/handle/140.119/27289
|
| 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: | [資訊管理學系] 期刊論文
|
Files in This Item:
| File |
Description |
Size | Format | |
|---|
| 151184.pdf | | 593Kb | Adobe PDF2 | 1734 | View/Open |
|
All items in 政大典藏 are protected by copyright, with all rights reserved.
|
著作權政策宣告 Copyright Announcement1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.
2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(
nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(
nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
