| dc.contributor.advisor | 蕭乃沂 | zh_TW |
| dc.contributor.author (Authors) | 周思伶 | zh_TW |
| dc.creator (作者) | 周思伶 | zh_TW |
| dc.date (日期) | 2008 | en_US |
| dc.date.accessioned | 19-Sep-2009 13:07:52 (UTC+8) | - |
| dc.date.available | 19-Sep-2009 13:07:52 (UTC+8) | - |
| dc.date.issued (上傳時間) | 19-Sep-2009 13:07:52 (UTC+8) | - |
| dc.identifier (Other Identifiers) | G0095256009 | en_US |
| dc.identifier.uri (URI) | https://nccur.lib.nccu.edu.tw/handle/140.119/37309 | - |
| dc.description (描述) | 碩士 | zh_TW |
| dc.description (描述) | 國立政治大學 | zh_TW |
| dc.description (描述) | 公共行政研究所 | zh_TW |
| dc.description (描述) | 95256009 | zh_TW |
| dc.description (描述) | 97 | zh_TW |
| dc.description.abstract (摘要) | 當政府機關開始大量的透過網路傳遞服務給民眾，政府迫切需要知道民眾對政府網站服務品質的認知評價為何。然而該如何衡量政府網站的服務品質至今仍沒有一個明確的方法。本論文旨在建構一套可以用來衡量政府網站服務品質的指標同時對政府網站服務品質提出相關的政策建議。本研究使用了線上問卷調查法與層級分析法，利用網路問卷線上調查了使用者對政府網站服務品質的評價，然後請專家利用層級分析法分析並計算出這些指標的相對權重。 本研究主要結果如下：(1).建構適合衡量台灣政府的網站服務品質指標，包含「設計性」、「易用性」、「可靠性」、「資訊品質」、「有用性」與「回應性」六大構面，而六大構面下共包含三十項指標；(2).實際調查台灣網路民眾對政府網站服務品質評價，發現民眾對政府網站服務品質的「有用性」相對評價最高，而對政府網站「回應性」的服務品質則是相對最不肯定；(3).請專家透過層級分析法對政府網站服務品質指標做出重要性權重排序，整體而言，專家給予「資訊品質」相對最高的權重，後依序是「有用性」、「回應性」、「可靠性」、「易用性」，而「設計性」則是專家排序中相對最不重視的；(4).比較專家與民眾對政府網站服務品質指標重要性與評價的差異，發現就評估構面而言，「資訊品質」與「回應性」是專家認為相對重要，但民眾基於使用經驗相對不肯定的指標，應該列為政府提昇網站服務品質優先改善的構面 基於上述研究發現，作者提出了隨時檢視資訊更新程度、替使用者重新編寫資訊與強化政府網站的回應能力等三點研究建議，以期待徹底提昇政府網站的服務品質。 | zh_TW |
| dc.description.abstract (摘要) | As government organizations have increasingly provided services to the public via Internet, e-government websites have demanded acute understanding of how the users perceived the service quality. However concerning it is not clear how the e-service quality of e-government websites can be measured. This thesis aims to construct the indicators to evaluate e-service quality of e-government websites and propose management suggestions to government. The research methods of this thesis include an online survey and Analytic Hierarchy Process (AHP). A survey was conducted with online users being asked to evaluate the e-service quality of e-government websites. Then AHP was applied to analysis and compute the weights of these indicators from the experts. The key findings are: First, Design, Usability, Reliability, Information Quality, Usefulness, and Responsiveness are key dimensions of e-service quality of e-government in Taiwan. Second, most of the online users are satisfied with the Usefulness of e-government websites in Taiwan, but they are not satisfied with the Responsiveness of e-government websites in Taiwan. Third, for the evaluation aspects, the sequence of importance for the e-service quality of e-government websites in Taiwan is Information Quality, Usefulness, Responsiveness, Reliability, Usability and Design. Among them, the domain experts think Information Quality and Responsiveness are relatively important aspects of e-service quality of e-government websites in Taiwan. However, general online users are not satisfied with these two aspects. So these two aspects should be listed on the top priority for improvement straight away. Based on the research findings, the author proposes three policy suggestions to improve the websites in Taiwan’s government. First, keep the information on the government websites most updated. Second, improve the information readability for online users. Finally enhance the responsiveness of government websites. | en_US |
| dc.description.tableofcontents | 第一章 緒論 1第一節 研究背景 1第二節 研究動機 3第三節 研究目的 6第四節 研究範圍 7第二章 文獻回顧 9第一節 電子化政府 9第二節 網站服務品質 16第三節 政府網站服務品質 31第四節 台灣政府網站服務品質評估 40第三章 研究方法與設計 54第一節 政府網站服務品質指標建構之研究架構 54第二節 政府網站服務品質指標建構之研究流程 56第三節 民眾對政府網站服務品質評價之問卷設計 58第四節 專家對政府網站服務品質指標權重排序之問卷設計 76第四章 研究結果與分析 86第一節 民眾對政府網站服務品質評價分析 86第二節 專家對政府網站服務品質指標權重分析 107第三節 政府網站服務品質評價與重要性綜合比較分析 125第五章 結論與建議 132第一節 研究結論 132第二節 研究貢獻 135第三節 政策建議 135第四節 研究限制與後續研究建議 140參考文獻 143附錄 155附錄一 台灣電子化政府網站發展計畫與重點內容 155附錄二 政府網站服務品質指標建構 專家端前測問卷 158附錄三 政府網站服務品質指標建構 民眾端前測與正式問卷 166附錄四 專家AHP正式問卷 171 | zh_TW |
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| dc.language.iso | en_US | - |
| dc.source.uri (資料來源) | http://thesis.lib.nccu.edu.tw/record/#G0095256009 | en_US |
| dc.subject (關鍵詞) | 電子化政府 | zh_TW |
| dc.subject (關鍵詞) | 政府網站 | zh_TW |
| dc.subject (關鍵詞) | 網站服務品質 | zh_TW |
| dc.subject (關鍵詞) | 層級分析法 | zh_TW |
| dc.subject (關鍵詞) | e-government | en_US |
| dc.subject (關鍵詞) | government website | en_US |
| dc.subject (關鍵詞) | e-service quality | en_US |
| dc.subject (關鍵詞) | Analytic Hierarchy Process (AHP) | en_US |
| dc.title (題名) | 政府網站服務品質指標建構之研究 | zh_TW |
| dc.type (資料類型) | thesis | en |
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