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題名 A mixed-methods approach to identifying and exploring the causes of the electronic service gap between hospital website developers and users
作者 洪為璽
Hung, Wei-His
Tseng, Chih-Lang;Chang, Fang-Kai;Wu, Yi-Che
貢獻者 資管系
關鍵詞 E-service quality; hospital service quality; expectation gap; hospital website
日期 2022-01
上傳時間 21-Sep-2022 11:54:37 (UTC+8)
摘要 This study aimed to identify the gap between the expectations of website developers and users regarding the quality of services provided through information technology or network services (e-service quality) in a hospital environment and to discover the major causes of this gap. The study methodology included two stages. In the first stage, an analytic hierarchy process (AHP) questionnaire based on e-service quality theories was used to identify the gap between ‘website developer−expected e-service quality’ and ‘user−expected e-service quality’ In the second stage, a series of in-depth interviews with website developers at hospitals was conducted to understand the causes of the gaps. Seven causes of e-service gaps between website developers’ and users’ expectations of website quality were identified: purpose, perception, professional skills, equipment, responsibility, perspective, and differences in habits. Moreover, this research explores the positive and negative directions of the gaps.
關聯 Technology Analysis & Strategic Management
資料類型 article
DOI https://doi.org/10.1080/09537325.2021.2003322
dc.contributor 資管系
dc.creator (作者) 洪為璽
dc.creator (作者) Hung, Wei-His
dc.creator (作者) Tseng, Chih-Lang;Chang, Fang-Kai;Wu, Yi-Che
dc.date (日期) 2022-01
dc.date.accessioned 21-Sep-2022 11:54:37 (UTC+8)-
dc.date.available 21-Sep-2022 11:54:37 (UTC+8)-
dc.date.issued (上傳時間) 21-Sep-2022 11:54:37 (UTC+8)-
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/142035-
dc.description.abstract (摘要) This study aimed to identify the gap between the expectations of website developers and users regarding the quality of services provided through information technology or network services (e-service quality) in a hospital environment and to discover the major causes of this gap. The study methodology included two stages. In the first stage, an analytic hierarchy process (AHP) questionnaire based on e-service quality theories was used to identify the gap between ‘website developer−expected e-service quality’ and ‘user−expected e-service quality’ In the second stage, a series of in-depth interviews with website developers at hospitals was conducted to understand the causes of the gaps. Seven causes of e-service gaps between website developers’ and users’ expectations of website quality were identified: purpose, perception, professional skills, equipment, responsibility, perspective, and differences in habits. Moreover, this research explores the positive and negative directions of the gaps.
dc.format.extent 109 bytes-
dc.format.mimetype text/html-
dc.relation (關聯) Technology Analysis & Strategic Management
dc.subject (關鍵詞) E-service quality; hospital service quality; expectation gap; hospital website
dc.title (題名) A mixed-methods approach to identifying and exploring the causes of the electronic service gap between hospital website developers and users
dc.type (資料類型) article
dc.identifier.doi (DOI) 10.1080/09537325.2021.2003322
dc.doi.uri (DOI) https://doi.org/10.1080/09537325.2021.2003322