| dc.contributor.advisor | 賴士葆<br>林震岩 | zh_TW |
| dc.contributor.advisor | <br> | en_US |
| dc.contributor.author (Authors) | 石弘域 | zh_TW |
| dc.creator (作者) | 石弘域 | zh_TW |
| dc.date (日期) | 2004 | en_US |
| dc.date.accessioned | 11-Sep-2009 16:59:01 (UTC+8) | - |
| dc.date.available | 11-Sep-2009 16:59:01 (UTC+8) | - |
| dc.date.issued (上傳時間) | 11-Sep-2009 16:59:01 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0923550501 | en_US |
| dc.identifier.uri (URI) | https://nccur.lib.nccu.edu.tw/handle/140.119/29978 | - |
| 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) | 92355050 | zh_TW |
| dc.description (描述) | 93 | zh_TW |
| dc.description.abstract (摘要) | 在現今的競爭環境中，服務成為創造企業競爭優勢的利基，不僅在傳統的服務業如此，連新興的資訊產業或網路企業也都面臨服務的考驗。面對顧客的服務需求愈來愈多，企業為了維繫良好的顧客關係以追求持續性的競爭優勢，因此紛紛提供更符合使用者需要的服務品質（Service Quality）來提高顧客滿意。網路公司為能傳遞更優質的網路服務品質給予網路使用者，首要必須明瞭消費者如何知覺與評鑑其網路的顧客服務，企業才能針對顧客重視的服務品質，投入資源予以加強。本研究藉由文獻回顧對網路互動性、生動性、遙距臨場感與網路服務品質的明瞭後，進一步探究出彼此之間的關係為主要研究目的。 研究者並利用LISREL分析方法，進而實證出變數間的確呈現顯著的因果關係，即生動性與互動性對遙距臨場感有正向影響，遙距臨場感與互動性對使用者者知覺網路服務品質存在正面的影響效果；換言之，提供網路服務的企業應盡可能增加網站內容生動程度與使用者互動程度，提升網站遙距臨場感與使用者的互動性，以提高使用者知覺網路服務品質的程度。網路服務品質採用Yang and Jun（2002）提出安全性、客製化、可獲性、回應性、容易性、接近性、可靠性七個構面作為研究，研究結果顯示七個構面對於網路服務品質影響顯著，企業可針對網路服務品質重要性作為企業網站經營規劃的依據，作為提供網路服務企業傳遞更優質服務品質於消費者時的最佳參考依據。 | zh_TW |
| dc.description.tableofcontents | 第一章 緒論 1 第一節 研究背景與動機 1 第二節 研究目的與問題 3 第三節 研究範圍 4 第四節 研究流程 5 第二章 文獻探討 7 第一節 網路服務品質 7 第二節 互動性 23 第三節 生動性 30 第四節 遙距臨場感的探討 33 第五節 小結 39 第三章 研究方法 40 第一節 研究架構 40 第二節 研究假說 42 第三節 問卷設計與研究 44 第四節 資料分析方法 49 第四章 研究結果 51 第一節 樣本資料分析 51 第二節 變數描述性分析 53 第三節 皮爾森相關分析 59 第四節 線性結構方程式 60 第五節 網路服務品質構面模型建構 65 第五章 結論與建議 80 第一節 研究結論 80 第二節 理論與實務意涵 82 第三節 研究限制 84 第四節 後續研究建議 85 參考文獻 87 中文文獻 87 英文文獻 88 附錄一 研究問卷 一 | zh_TW |
| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0923550501 | en_US |
| dc.subject (關鍵詞) | 生動性 | zh_TW |
| dc.subject (關鍵詞) | 互動性 | zh_TW |
| 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.title (題名) | 網站生動性與互動性對網路服務品質的影響 | zh_TW |
| dc.type (資料類型) | thesis | en |
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