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https://ah.lib.nccu.edu.tw/handle/140.119/95160| 題名: | Web2.0社群網站服務品質之研究 -以Kano二維品質模式觀點 | 作者: | 林俊成 | 貢獻者: | 李有仁 林俊成 |
關鍵詞: | 二維品質模式 網站服務品質 社群網站 Web 2.0 |
日期: | 2009 | 上傳時間: | 9-May-2016 | 摘要: | 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。 | 參考文獻: | Adler, R. P., & Christopher, A. J. (1998). Internet community primer: Overview and business opportunities. Internet Community Primer1998.\n[2] Barnes, J. (1997). Closeness, strength, and satisfaction: examining the nature of relationships between providers of financial services and their retail customers. Psychology and Marketing, 14(8).\n[3] Barnes, S. J., & Vidgen, R. T. (2002). An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research, 3(3), 114-127.\n[4] Beatty, S., Mayer, M., Coleman, J., Reynolds, K., & Lee, J. (1996). 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資料來源: | http://thesis.lib.nccu.edu.tw/record/#G0096356007 | 資料類型: | thesis |
| Appears in Collections: | 學位論文 |
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