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Title: Web2.0社群網站服務品質之研究 -以Kano二維品質模式觀點
Authors: 林俊成
Contributors: 李有仁
Keywords: 二維品質模式
Web 2.0
Date: 2009
Issue Date: 2016-05-09 15:18:04 (UTC+8)
Abstract: 本研究旨在探討Web2.0時代下社群網站的服務品質要素,以剛進入國內的世界最大社群網站「Facebook」為研究對象。以焦點團體訪談(Focus group)方式,輔以文獻支持,針對Facebook的使用者做深度訪談,探索使用者所在意的社群網站服務品質要素。訪談結果共整理出24個B2C,及12個C2C等共36個社群網站服務品質要素。再將36個服務品質要素結合Kano模式,探討每個要素的二維品質特性。同時 加入涉入程度、網站社交強度及使用者經驗為調解變數,探討不同涉入程度、網站社交強度及使用者經驗下,服務品質要素的二維品質分類特性。研究結果歸類出4個魅力品質、8個一維品質、16個必須品質及8個無差異品質。另外在不同涉入程度、網站社交程度及使用者經驗下,對於網站服務品質的二維品質皆有不同的分類。
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