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    题名: 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
    贡献者: 李有仁
    林俊成
    关键词: 二維品質模式
    網站服務品質
    社群網站
    Web 2.0
    日期: 2009
    上传时间: 2016-05-09 15:18:04 (UTC+8)
    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。
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    描述: 碩士
    國立政治大學
    資訊管理學系
    96356007
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0096356007
    数据类型: thesis
    显示于类别:[資訊管理學系] 學位論文

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