政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/95160
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文筆數/總筆數 : 113160/144130 (79%)
造訪人次 : 50751399      線上人數 : 319
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜尋範圍 查詢小技巧：
  • 您可在西文檢索詞彙前後加上"雙引號"，以獲取較精準的檢索結果
  • 若欲以作者姓名搜尋，建議至進階搜尋限定作者欄位，可獲得較完整資料
    •  進階搜尋
    政大機構典藏 > 商學院 > 資訊管理學系 > 學位論文 >  Item 140.119/95160


    請使用永久網址來引用或連結此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/95160


    題名: 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
    貢獻者: 李有仁
    林俊成
    關鍵詞: 二維品質模式
    網站服務品質
    社群網站
    Web 2.0
    日期: 2009
    上傳時間: 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。
    參考文獻: Adler, R. P., & Christopher, A. J. (1998). Internet community primer: Overview and business opportunities. Internet Community Primer1998.
    [2] Barnes, J. (1997). Closeness, strength, and satisfaction: examining the nature of relationships between providers of financial services and their retail customers. Psychology and Marketing, 14(8).
    [3] Barnes, S. J., & Vidgen, R. T. (2002). An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research, 3(3), 114-127.
    [4] Beatty, S., Mayer, M., Coleman, J., Reynolds, K., & Lee, J. (1996). Customer-sales associate retail relationships. Journal of Retailing, 72(3), 223-247.
    [5] Berger, C., Blauth, R., Boger, D., Bolster, C., Burchill, G., DuMouchel, W., et al. (1993). Kano’s methods for understanding customer-defined quality. Center for Quality Management Journal, 4, 3-36.
    [6] Charla, M., Caroline, W., & Ko de, R. (2008). Social Capital Production in a Virtual P3 Community. Journal of Consumer Research, 34(6), 832.
    [7] Collier, J. E., & Bienstock, C. C. (2006). Measuring Service Quality in E-Retailing. Journal of Service Research, 8(3), 260.
    [8] Cronbach, L. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297-334.
    [9] Cusumano, M., Kahl, S., & Suarez, F. F. (2006). Product, Process, and Service: A New Industry Lifecycle Model: MIT Sloan School of Management, mimeo.
    [10] Etzioni, A., & Etzioni, O. (1999). Face-to-Face and Computer-Mediated Communities, A Comparative Analysis. The Information Society, 15(4), 241-248.
    [11] Forlizzi, J., & Ford, S. (2000). The building blocks of experience: an early framework for interaction designers.
    [12] Gronroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4).
    [13] Gupta, S., & Kim, H. W. (2007). The Moderating Effect of Transaction Experience on the Decision Calculus in On-Line Repurchase. International Journal of Electronic Commerce, 12(1), 127-158.
    [14] Hagel, J., & Armstrong, A. (1997). Net Gain: Expanding Markets Through Virtual Communities: Harvard Business School Press.
    [15] Halinen, A. (1996). Service quality in professional business services: a relationship approach. Advances in services marketing and management, 5, 315-341.
    [16] Hampton, K. N., & Wellman, B. (2000). Examining Community in the Digital Neighborhood: Early Results from Canada`s Wired Suburb. LECTURE NOTES IN COMPUTER SCIENCE, 194-208.
    [17] Herzberg, F. (1968). One more time: How Do You Motivate Employees?, erschienen in. Harvard Business Review, 46, 87-96.
    [18] Hinchcliffe, D. (2006). Review of the year`s best Web 2.0 explanations, from http://web2.wsj2.com/review_of_the_years_best_web_20_explanations.htm
    [19] Houston, M., & Rothschild, M. (1978). Conceptual and methodological perspectives on involvement. Research frontiers in marketing: Dialogues and directions, 184-187.
    [20] Jan Marco, L., Pascal, S., & Helmut, K. (Writer) (2006). Exploring Success Factors of Virtual Communities: The Perspectives of Members and Operators.
    [21] Janda, S., Trocchia, P. J., & Gwinner, K. P. (2002). Consumer perceptions of Internet retail service quality. International Journal of Service Industry Management, 13(5), 412-431.
    [22] Judd Robert, C. (1964). The Case for Redefining Services? Journal of Marketing, 28, 59.
    [23] Kano, N., Seraku, N., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must-be quality. The Journal of the Japanese Society for Quality Control, 14(2), 39-48.
    [24] Kapferer, J., & Laurent, G. (1985). Consumer involvement profiles: a new practical approach to consumer involvement. Journal of Advertising Research, 25(6), 48-56.
    [25] Karahanna, E., Straub, D., & Chervany, N. (1999). Information Technology Adoption Across Time: A Cross-Sectional Comparison of Pre-Adoption and Post-Adoption Beliefs. Management Information Systems Quarterly, 23(1), 14.
    [26] Kay, C. T., & Theresia, A. P. (2001). Integrating SERVQUAL and Kano`s model into QFD for service excellence development. Managing Service Quality, 11(6), 418.
    [27] Kotler, P. (1988). Marketing Management: Analysis, Planning, Implementation, and Control: Prentice Hall.
    [28] Kotler, P., & Armstrong, G. (1996). Principles of Marketing.
    [29] Kotler, P., & Bliemel, F. (2000). Marketing Management. Englewood Cliffs.
    [30] Kristine de, V., Fred, L., Peter, C. V., & Peeter, W. J. V. (Writer) (2007). Satisfaction with Virtual Communities of Interest: Effect on Members` Visit Frequency*.
    [31] Krugman, H. (1965). The impact of television advertising: Learning without involvement. Public Opinion Quarterly, 29(3), 349-356.
    [32] Kuniavsky, M. (2003). Observing the user experience: a practitioner`s guide to user research: Morgan Kaufmann.
    [33] LANGERAK, F., VERHOEF, P., VERLEGH, P., & DE VALCK, K. (2004). The Effect of Members` Satisfaction with a Virtual Community on Member Participation.
    [34] Langerak, F., Verhoef, P., Verlegh, P., De Valck, K., Dholakia, U., & Bagozzi, R. (2004). The Effect of Members` Satisfaction with a Virtual Community on Member Participation.
    [35] Liff, A. (1998). Fostering Online Collaboration and Community. ASSOCIATION MANAGEMENT-WASHINGTON-, 50, 33-39.
    [36] Liljander, V., & Strandvik, T. (1995). The nature of customer relationships in services. Advances in services marketing and management, 4, 141-167.
    [37] Liu, C., & Arnett, K. P. (2000). Exploring the factors associated with Web site success in the context of electronic commerce. Information & Management, 38(1), 23-33.
    [38] Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2000). WebQual: a measure of Web site quality. Marketing Theory and Applications, 13, 37-64.
    [39] Mattila, A., & Wirtz, J. (2004). Consumer complaining to firms: the determinants of channel choice. JOURNAL OF SERVICES MARKETING, 18, 147-155.
    [40] Matzler, K., & Hinterhuber, H. H. (1998). How to make product development projects more successful by integrating Kano`s model of customer satisfaction into quality function deployment. Technovation, 18(1), 25.
    [41] Nunnally, J. C., & Bernstein, I. H. (1978). Psychometric theory: McGraw-Hill New York.
    [42] O`Reilly, T. (2005). from http://www.oreillynet.com/pub/a/oreilly/tim/news/2005/09/30/what-is-web-20.html?page=1
    [43] Parasuraman, A. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing (pre-1986), 49(000004), 41.
    [44] Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). A multiple-item scale for measuring consumer perceptions of service quality. Marketing: Critical Perspectives on Business and Management, 64(1), 12-40.
    [45] Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213.
    [46] René, A., & Calin, G. (2008). Introducing structuration theory in communal consumption behavior research. Qualitative Market Research, 11(2), 227.
    [47] Robinson, J., Shaver, P., & Wrightsman, L. (1991). Criteria for scale selection and evaluation. Measures of personality and social psychological attitudes, 1, 1–16.
    [48] Schvaneveldt, S. J., Enkawa, T., & Miyakawa, M. (1991). Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality. Total Quality Management & Business Excellence, 2(2), 149-162.
    [49] Sherif, M., & Cantril, H. (1947). The psychology of ego-involvements: Social attitudes & identifications: Wiley New York.
    [50] Szymanski, D. M., & Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of Retailing, 76(3), 309-322.
    [51] Tapscott, D., Lowy, A., & Ticoll, D. (1998). Blueprint to the Digital Economy: Creating Wealth in the Era of E-Business: McGraw-Hill Professional.
    [52] Taylor, S., & Todd, P. (1995). Assessing IT Usage: The Role of Prior Experience. Management Information Systems Quarterly, 19(1), 25.
    [53] Thomas, J., Nelson, J., & Silverman, S. (2005). Research methods in physical activity: Human Kinetics.
    [54] Thompson, R. L., Higgins, C. A., & Howell, J. M. (1994). Influence of experience on personal computer utilization: testing a conceptual model. Journal of Management Information Systems, 11(1), 167-187.
    [55] Thorsten, G., Alexander, R., Isabelle, S., & Roediger, V. (2008). Revealing the expectations and preferences of complaining customers by combining the laddering interviewing technique with the Kano model of customer satisfaction. Qualitative Market Research, 11(4), 400.
    [56] Venkatesh, V., & Davis, F. (2000). A theoretical extension of the technology acceptance model: four longitudinal field studies. Management Science, 186-204.
    [57] Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). USER ACCEPTANCE OF INFORMATION TECHNOLOGY: TOWARD A UNIFIED VIEW. Mis Quarterly, 27(3), 425-478.
    [58] Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183-198.
    [59] Yang, Z., Peterson, R. T., & Huang, L. (2001). Taking the pulse of Internet pharmacies. Mark Health Serv, 21(2), 4-10.
    [60] Ying-Feng, K. (2004). Integrating Kano`s Model into Web-community Service Quality. Total Quality Management & Business Excellence, 15(7), 925-939.
    [61] Yoo, B., & Donthu, N. (2001). Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (SITEQUAL). QUARTERLY JOURNAL OF ELECTRONIC COMMERCE, 2, 31-46.
    [62] Zaichkowsky, J. (1985). Measuring the involvement construct. Journal of Consumer Research, 12(3), 341.
    [63] Zaichkowsky, J. (1994). The personal involvement inventory: Reduction, revision, and application to advertising. Journal of Advertising, 59-70.
    [64] Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2-22.
    [65] Zeithaml, V. A., & Bitner, M. J. (2000). Services Marketing: Integrating Customer Focus Across the Firm: Irwin/McGraw-Hill.
    [66] Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1985). Problems and strategies in services marketing. Journal of Marketing, 49(2), 33-46.
    [67] Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375.
    [68] Zeithaml, V. A., Parasuraman, A., Malhotra, A., & Marketing Science, I. (2000). A conceptual framework for understanding e-service quality: implications for future research and managerial practice: Marketing Science Institute.
    [69] 石川馨 (1975). 品質解析 第一講, . 品質管理, 24(1), 70-82.
    [70] 朱文嘉 (2005). 運用區別分析判定二維品質模式之屬性分類—以連鎖便利商店為例. 中華大學.
    [71] 吳成斌 (1998). 品質屬性之重要度與滿意度之研究-以東元電機股份有限公司為案例分析. 中原大學.
    [72] 吳齊殷 (1998). 虛擬社區的 [生活經驗] 對個人真實生活的影響: 社會學研究的新領域. 論文發表於中央研究院社會研究所主辦之 「1998 年網路新紀元展覽暨研討會」, 臺北.
    [73] 李有仁, 張., 林俊成 (2009). 影音分享網站使用者意圖之研究.
    [74] 李蕙君 (2006). 以Kano模式探討台灣高鐵等待服務品質. 朝陽科技大學.
    [75] 曹承礎 (2007). Web2.0開拓新桃花源. 數位時代, 392, p22-23.
    [76] 梅田望夫 (2006). 網路巨變元年：你必須參與的大未來 (蔡昭儀譯, Trans.): 先覺出版社.
    [77] 許慧娟 (1995). 二維品質模式在服務品質上之應用─ 銀行存款之實證研究. 未出版碩士論文, 國立台灣大學商學研究所, 台北.
    [78] 郭宜中 (2000). 以Kano模式探討醫院服務品質與病患滿意度之研究. 元智大學.
    [79] 創市際市場研究顧問公司 (2003). 台灣九月份700萬網友曾造訪社群網站, from http://www.nici.nat.gov.tw/content/application/nici/generala/guest-cnt-browse.php?cntgrp_ordinal=1002006100110005&cnt_id=816
    [80] 楊錦洲 (1993). 二維品質模式在服務品質上之應用. 品質管制月刊, 29(5), 27-33.
    [81] 資策會 (2006). Web2.0 創新應用案例集：科技化服務新趨勢: 財團法人資訊工業策進會.
    [82] 賴順振 (2000). 顧客導向品質手法之評析-以選課作業為例. 中原大學.
    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
    資料類型: thesis
    顯示於類別:[資訊管理學系] 學位論文

    文件中的檔案:

    沒有與此文件相關的檔案.



    在政大典藏中所有的資料項目都受到原著作權保護.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回饋