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題名 遙距臨場感對網路服務品質及網站忠誠度的影響
作者 劉世鼎
貢獻者 賴士葆<br>林震岩
<br>
劉世鼎
關鍵詞 遙距臨場感
網路服務品質
網站忠誠度
日期 2004
上傳時間 11-九月-2009 16:57:32 (UTC+8)
摘要 本研究主要是鎖定「旅遊網站」所提供的網路服務品質，且該研究網站無法進行直接購買下單的行為。由於國內旅遊網站種類及數量眾多，本研究鎖定玉山國家公園旅遊網站作為研究探討對象。本研究歸納彙總國內外有關遙距臨場感、網路服務品質、網站滿意度及網站忠誠度的相關文獻。針對上述四部份加以探討，作為進行本研究之基礎。
     
     本研究利用量化問卷調查方法並用線性結構方程式來分析，來瞭解遙距臨場感、網路服務品質、網站滿意度與網站忠誠度的關聯性。本研究以網站忠誠度的觀點為基礎，選擇玉山國家公園網站使用者，研究遙距臨場感與網路服務品質對網站滿意度與網站忠誠度之影響及彼此間的關係。本研究已將影響網站顧客滿意度與忠誠度之前置因子定為網路服務品質，深入探討各構面對於滿意度與忠誠度之影響。
     實證結果證明: (一)網站的遙距臨場感程度愈高，則網路服務品質亦會提高;(二)網路的服務品質對網站滿意度有正向的影響; (三)網站滿意度對網站忠誠度有正向的影響。
     
     本研究建議網站管理者可加強遙距臨場感的強度讓使用者進入網站蒐集產品服務資訊時，感到網站設計的介面越逼真，使用者將會投注更多的心力在與網站的互動，並產生類似所謂遙距臨場感，所以會提高對該網站之忠誠度。
     
     
     關鍵詞: 遙距臨場感、網路服務品質、網站忠誠度
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描述 碩士
國立政治大學
企業管理研究所
92355015
93
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0923550151
資料類型 thesis
dc.contributor.advisor 賴士葆<br>林震岩zh_TW
dc.contributor.advisor <br>en_US
dc.contributor.author (作者) 劉世鼎zh_TW
dc.creator (作者) 劉世鼎zh_TW
dc.date (日期) 2004en_US
dc.date.accessioned 11-九月-2009 16:57:32 (UTC+8)-
dc.date.available 11-九月-2009 16:57:32 (UTC+8)-
dc.date.issued (上傳時間) 11-九月-2009 16:57:32 (UTC+8)-
dc.identifier (其他 識別碼) G0923550151en_US
dc.identifier.uri (URI) https://nccur.lib.nccu.edu.tw/handle/140.119/29965-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理研究所zh_TW
dc.description (描述) 92355015zh_TW
dc.description (描述) 93zh_TW
dc.description.abstract (摘要) 本研究主要是鎖定「旅遊網站」所提供的網路服務品質，且該研究網站無法進行直接購買下單的行為。由於國內旅遊網站種類及數量眾多，本研究鎖定玉山國家公園旅遊網站作為研究探討對象。本研究歸納彙總國內外有關遙距臨場感、網路服務品質、網站滿意度及網站忠誠度的相關文獻。針對上述四部份加以探討，作為進行本研究之基礎。
     
     本研究利用量化問卷調查方法並用線性結構方程式來分析，來瞭解遙距臨場感、網路服務品質、網站滿意度與網站忠誠度的關聯性。本研究以網站忠誠度的觀點為基礎，選擇玉山國家公園網站使用者，研究遙距臨場感與網路服務品質對網站滿意度與網站忠誠度之影響及彼此間的關係。本研究已將影響網站顧客滿意度與忠誠度之前置因子定為網路服務品質，深入探討各構面對於滿意度與忠誠度之影響。
     實證結果證明: (一)網站的遙距臨場感程度愈高，則網路服務品質亦會提高;(二)網路的服務品質對網站滿意度有正向的影響; (三)網站滿意度對網站忠誠度有正向的影響。
     
     本研究建議網站管理者可加強遙距臨場感的強度讓使用者進入網站蒐集產品服務資訊時，感到網站設計的介面越逼真，使用者將會投注更多的心力在與網站的互動，並產生類似所謂遙距臨場感，所以會提高對該網站之忠誠度。
     
     
     關鍵詞: 遙距臨場感、網路服務品質、網站忠誠度		zh_TW
dc.description.tableofcontents 頁次
     第一章 緒論………………………………………1
     第一節 研究背景與動機…………………………1
     第二節 研究問題與目的…………………………3
     第三節 研究範圍…………………………………4
     第四節 研究流程…………………………………5
     
     第二章 文獻探討…………………………………9
     第一節 遙距臨場感的探討………………………9
     第二節 服務品質與網路服務品質 ……………14
     第三節 網站滿意度 ……………………………37
     第四節 網站忠誠度…………………………… 57
     第五節 各變數間關係………………………… 67
     
     第三章 研究設計……………………………… 68
     第一節 研究架構……………………………… 68
     第二節 研究變數與假說…………………………69
     第三節 變數衡量與問卷設計……………………72
     
     第四章 研究結果…………………………………80
     第一節 樣本資料分析……………………………80
     第二節 信度與效度分析…………………………84
     第三節 測量模式檢定……………………………86
     第四節 網路服務品質構面模型建構……………91
     
     第五章 結論與建議………………………………106
     第一節 研究結論與意涵…………………………106
     第二節 研究限制…………………………………109
     第三節 後續研究建議……………………………110
     
     參考文獻…………………………………………… 111
     中文部分…………………………………………… 111
     英文部分…………………………………………… 113
     
     附錄 問卷………………………………………………I		zh_TW
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0923550151en_US
dc.subject (關鍵詞) 遙距臨場感zh_TW
dc.subject (關鍵詞) 網路服務品質zh_TW
dc.subject (關鍵詞) 網站忠誠度zh_TW
dc.title (題名) 遙距臨場感對網路服務品質及網站忠誠度的影響zh_TW
dc.type (資料類型) thesisen
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