政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/59787
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文笔数/总笔数 : 113656/144643 (79%)
造访人次 : 51736303      在线人数 : 618
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜寻范围 查询小技巧：
  • 您可在西文检索词汇前后加上"双引号"，以获取较精准的检索结果
  • 若欲以作者姓名搜寻，建议至进阶搜寻限定作者字段，可获得较完整数据
    •  进阶搜寻
    政大機構典藏 > 商學院 > 企業管理學系 > 學位論文 >  Item 140.119/59787


    请使用永久网址来引用或连结此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/59787


    题名: TPB理論探討線上團購行為-以Babyhome親子團購網為例
    Research customer behavior of online group buying by the theory of planned behavior -In case of Babyhome group buying website
    作者: 林淑雲
    贡献者: 洪叔民
    林淑雲
    关键词: 團購
    計畫行為理論
    虛擬社群
    顧客預期價值
    網站滿意度
    信任
    日期: 2010
    上传时间: 2013-09-03 14:41:46 (UTC+8)
    摘要: 線上團購在近年已形成一股風潮，透過買方人數的累積以增加買家的議價能力，並向賣方獲得較便宜的價格或額外服務，然而在學術上的研究多探討數量與價格上的均衡經濟解，少以針對消費者面多做研究，因此本篇研究以計劃行為理論(TPB)為基礎，納入其他衡量構面，包含網站服務品質、顧客預期價值、信任、主觀規範、知覺行為控制、參與團購意願度以及團購行為，針對Babyhome親子網站的團購版，探討社群會員的團購消費行為。研究中於行為信念與態度部分，提出網站服務品質、顧客預期價值、網站信任、團購滿意度等構面，而主觀規範則是以虛擬社群之社群意識作為衡量代表，並以免費/付費會員身分之構面為調節變數，進一步的瞭解參與團購意願與團購行為之間的關係。
    本研究以Babyhome親子網為個案研究對象，透過文獻探討以及訪談曾經參與團購的會員來設計問卷，並在Babyhome親子網站上發放線上問卷以便收收集樣本資料，再透過結構方程式分析樣本資料並獲得結論。研究發現網站服務品質與信任有顯著正向關係，同時網站服務品質與顧客的預期價值對於團購滿意度皆有顯著正向關係，然而網站信任與參與團購意願雖有正向關係但卻不顯著，推測可能原因為相較於消費者的網站信任，產品的信任或是產品廠商的信任可能對於增加團購意願程度有較大的影響，再者，透過訪談也可發現會員在決定參與團購時很大的關鍵因素在於版上媽媽的推薦以及產品本身，因此即便會員對於網站有正面的信任但卻不會有立即性提高參與團購意願。除此之外，透過研究瞭解到免費/付費會員身分為團購意願度於行為之間的調節變數，免費會員相較於付費會員有較強的團購行為，因此，基於以上資料分析結果，本研究提出管理意涵與建議，並希望未來有更進一步的相關研究。
    參考文獻: 一、 英文部分：
    Ajzen I., (1991). The theory of planned behavior, Organizational Behavior and Human decision process, 50(2), pp.179-211.
    Ajzen, I., Fishbein, M., (1980). Understanding Attitudes and Predicting Social Behavior, Englewood Cliffs, NJ, Prentice-Hall Press.
    Ajzen, I., (2002). Perceived behavioral control, self-efficacy, locus of control, and the theory of planned behavior, Journal of Applied Social Psychology, 32(4) , pp.665-683.
    Ajzen, I., (2006). Constructing a TPB Questionnaire: Conceptual and Methodological Considerations, Amherst, University of Massachusetts.
    Akhter, F., Marks, A., (2010).Why customers reluctant to buy from your website?, New Trends in Information Science and Service Science (NISS), 2010 4th International Conference on, pp.118-122.
    Anand, K. S., Aron, R., (2003). Group-buying on the web: a comparison of price-discovery mechanisms, Management Science, 49(11), pp. 1546-1562.
    Angand, L., Lee, B.C., (2000). Influencing perceptions of trustworthiness in internet commerce: A rational choice framework, In Proceedings of Fifth CollECTer Conference on Electronic Commerce, pp.1-12.
    Anderson, J.C., Gerbing, B.W., (1988). Structural equation modeling in practice: A review and recommended two-step approach, Psychological Bulletin, 103(3), pp. 411-423.
    Arkes, H., R., Blumer, C., (1985).The psychology of sunk Cost, Organizational Behavior and Human Decision Process, 35(1), pp.124–140.
    Bagozzi, R., Dholakia, U., (2002).Intentional social action in virtual communities, Journal of Interactive Marketing, 16(2), pp. 2-21.
    Barnes, S. J., Vidgen, R., (2001). An evaluation of cyber-bookshop: The webqaltm Method, International Journal of Electronic Commerce, 6(1), pp.11-30.
    Bandura, A., (1986). Social Foundations of Thought and Action: A social-cognitive theory, Englewood Cliffs, NJ: Prentice-Hall.
    Bansal, H. S., McDougall, G. H. G., Dikolli, S. S., Sedatole, K. L., (2004). Relating e-satisfaction to behavioral outcomes: An empirical study, Journal of Services Marketing, 18(4), pp. 290-302.
    Bagozzi, R. P., Yi, Y., (1988). On the evaluation of structural equation models, Journal of the Academy of Marketing Science, 16(1), pp. 74-94.
    Bardwell, R., (1984). The development and motivational function of expectations, American Educational Research Journal, 21(2), pp. 461-472.
    Bauer, H. H., Falk, T., Hammerschmidt, M., (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping, Journal of Business Research, 59(7), pp. 866-875.
    Bentler, P. M., Wu, E. J. C., (1993). EQS/Windows User’s Guide, Los Angeles, BMDP Statistical Software.
    Berry, L., Parasuraman, P., (1991). Marketing Services Competing through Quality, New York: The Free Press, pp.66.
    Bhattacharya, R., Devinney, T. M., Pillutla, M. M., (1998). A formal model of trust based on outcomes, The Academy of Management Review, 23(3), pp. 459-472.
    Bollen, K. A., (1989). Structural Equations with Latent Variables New York: John Wiley.
    Bolton, R. N., Lemon, K. N., (1999). A dynamic model of customers` usage of services: Usage as an antecedent and consequence of satisfaction, Journal of Marketing Research, 36(1), pp.171-186.
    Bomil, S., Ingoo H., (2002). Effect of trust on customer acceptance of internet Banking, Electronic Commerce Research and Applications, 1(1), pp.247- 263.
    Boulding, W., Kalna, A., Staelin, R., Zeithaml, V.A., (1993). A dynamic process model of service quality: From expectations to behavioral intentions, Journal of Marketing Research, 30(1), pp. 7-27.
    Cao, Y., Gruca, T.S., (2004).The influence of pre and post purchase service on prices in the online book market, Journal of Interactive Marketing, 18(4), pp. 51-62.
    Cardozo, R. N., (1965). An experimental study of customer effort, expectation and satisfaction, Journal of Marketing Research, 2(3), pp.244-249.
    Carver, C., (1999). Building a virtual community for a tele-learning environment, Communications Magazine, 37(2), pp.114-118.
    Chen, J., Chen, X., Song X., (2007). Comparison of the group-buying auction and the fixed pricing mechanism, Decision Support Systems, 43(2), pp. 445–459.
    Chiu, C. M., Chang, C. C., Cheng, H. L., Fang, Y. H., (2009). Determinants of customer repurchase intention in online shopping, Online Information Review, 33(4), pp. 761-784.
    Chu, K. M., (2009). A study of members’ helping behaviors in online community, Internet Research, 19(3), pp. 279-292.
    Collier, J.E., Bienstock, C.C., (2006). Measuring service quality in e-retailing, Journal of Service Research, 8(3), pp.260-275
    Corritore, C., Kracher, B., Wiedenbeck, S., (2003). On-line trust: Concepts, evolving themes, a model, International Journal of Human Computer Studies, 58(6), pp. 737-58.
    Cuieford, J. P., (1965). Fundamental Statistics in Psychology and Education, New York: Mcgraw Hill.
    Coye, R.W., (2004).Managing customer expectations in the service encounter,
    International Journal of Service Industry Management, 15(1), pp.54-71.
    Davis, F. D., Bagozzi, R. P., Warshaw, P. R., (1989). User acceptance of computer technology: A comparison of two theoretical models, Management Science, 35(8), pp. 982-1003.
    Dayal, S., Landesberg, H., Zeisser, M., (1999). How to build trust online. Marketing Management, 8(3), pp.64-69.
    DeLone, W.H., Mclean, E.R., (2003). The DeLone and McLean model of information systems success: A ten-year update, Journal of Management Information Systems, 19(4), pp.9-30.
    Dennis, C., Merrilees, B., Jayawardhena, C., Wright, L. T., (2009). E-consumer behavior, European Journal of Marketing, 43(9/10), pp. 1121-1139.
    Deutsch, M., Gerard, H. B., (1955). A study of normative and informational social influences upon individual judgment, Journal of Abnormal Social Psychology, 51(1), pp.629-636.
    Dholakia, U. M., Bagozzi, R. P., Pearo, L. K., (2004). A social influence model of consumer participation in network and small group based virtual communities, International Journal of Research in Marketing, 21(3), pp.241-263.
    Dick, K. S., Lord, K. R., (1998) .The impact of membership fees on customer attitude and choice, Psychology and Marketing, 15(1), pp.41-58.
    Eagly, A. H., Chaiken, S., (1993). The psychology of Attitudes, London: HBJ
    Farquhar, J., Rowley, J., (2006). Relationships and online consumer communities, Business Process Management Journal, 12(2), pp. 162-177.
    Festinger, L., (1957). A theory of Cognitive Dissonance, Evanston: Row, Peterso.
    Fink, R. C., James, W. L.,(2011). Pricing, purchasing and product performance factors associated with the relational exchanges of different sized customers, Journal of Business & Industrial Marketing, 2(1), pp. 34-44
    Flint, D. J., Woodruff, R. B., Gardial, S. F., (1997). Customer value change in industrial marketing relationships, Industrial Marketing Management, 26(2), pp. 163-175.
    Fornell, C., Larcker D.F., (1981). Evaluating structural equation models with unobservable variables and measurement error, Journal of Marketing Research, 18 (1), pp.39-50.
    Frederick, R. F., Schefter, P., (2000). E-loyalty: Your secret weapon on the web, Harvard Business Review, 78(4), pp. 105-113.
    Garbarino, E., Johnson, M. S., (1999). The different roles of satisfaction, trust, and commitment in customer relationship, Journal of Marketing, 63(2), pp70-87.
    Gefen, D., (2000). E-commerce: The role of familiarity and trust, Omega: The International Journal of Management Science, 28(6), pp. 725-737.
    Gefen, D., Karahanna, E., Straub, D. W., (2003). Trust and TAM in online shopping: An in tegrated model, MIS Quarterly, 27(1), pp. 51-90.
    Gefen, D., Keil, M., (1998). The impact of developer responsiveness on perceptions of usefulness and ease of use: An extension of the technology acceptance model, The DATA BASE for Advances in Information Systems, 29(2), pp. 35-49
    George, J. F., (2004). The theory of planned behavior and internet purchasing, Internet Research, 14(3), pp.198-212.
    Ghosh, S., Surjadaja, H., Antony, J., (2004). Optimization of the determinants of e-service operations, Business Process Management Journal, 10(6), pp.636-616.
    Gremler, D. D., Brown, S. W., (1996).Service loyalty; Its nature, importance and implications, Proceedings American Marketing Association, pp.171-180.
    Gupta, R., Kabadayi, S., (2010). The relationship between trusting beliefs and web site loyalty: The moderating role of consumer motives and flow, Psychology and Marketing, 27(2), pp. 166-185.
    Gwinner, K. P., Gremler, D. D., Bitner, M. J., (1998). Relational benefits in services industries: the customer`s perspective, Journal of the Academy of Marketing Science, 26(2), pp. 101-114.
    Ha, H.Y., Perks, H., (2005). Effects of consumer perceptions of brand experience on the web: Brand familiarity, satisfaction and brand trust, Journal of Consumer Behavior, 4(6), pp. 438-452.
    Hagel III, J., Armstrong, A. G., (1997). Net Gain: Expanding Markets through Virtual Communities, Boston: Harvard Business School Press.
    Hair, J. F., Black, B., Anderson, R. E., Tatham, R. L., (2006). Multivariate Data Analysis (6th ed.), Upper Saddle River, New York: Pearson Prentice Hall.
    Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., Jr., Schlesinger L. A., (1994). Putting the service profit chain to work, Harvard Business Review, 72 (2), pp. 164-174.
    Hossein, S. P., (2009).Towards a Customizable platform for simulation of group buying markets, International Joint Conference on Web Intelligence and Intelligent Agent Technology, 3, pp.303-306.
    Hu, L., Bentler, P. M., (1999). Cutoff criteria for fit indexes in covariance structure analysis: Coventional criteria versus new alternative, Structural Equation Modeling, 6(1), pp.1-55
    Hu, S. H. H., Huang, C. T., Chen, P. T., Chen P. T., (2010). Do reward programs truly build loyalty for lodging industry? International Journal of Hospitality Management, 29(1), pp.128-135.
    Jöreskog, K. G., Sörbom, D., (1989). LISREL 7: A Guide to the Program and Application, Chicago: SPSS Inc.
    Kannan, P. K., Chang, A. M., Whinston, A. B., (2001).Wireless commerce: marketing issue and possibilities, Proceedings of the 34th Hawaii Conference on System Sciences, Hawaii, USA, January 3-6.
    Karp, D., Stone, G., Yoels, W., (1977). Being Urban: A Social Psychological View of City Life. Lexington, MA: Health and Company.
    Kassim, N., Abdullah, N. A., (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings, Asia Pacific Journal of Marketing and Logistics, 22(3), pp. 351-371.
    Kauffman, R. J., Lai, H., Ho, C.T., (2010). Incentive mechanisms, fairness and participation in online group-buying auctions, Electronic Commerce Research and Application, 9(3), pp.249-262.
    Kauffman, R. J., Wang, B., (2001). New buyers arrival under dynamic pricing market microstructure: The case of group-buying discounts on the internet, Journal of Management Information System, 18(20), pp.157-188.
    Keen, C., Wetzels, M., Ruyter, K. D., Feinberg, R., (2004). E-tailers versus retailers which factors determine consumer preferences, Journal of Business Research, 57(7), pp. 685-695.
    Kuan, H. H., Bock, G. W., (2007). Trust transference in brick and click retailers: An investigation of the before-online-visit phase, Information and Management, 44(2), pp. 175-187.
    Kuo, Y. F., (2003). A study on service quality of virtual community websites, Total Quality Management, 14(4), pp.461-473.
    Lee, G. G., Lin, H. F., (2005). Customer perceptions of e-service quality in online shopping, International Journal of Retail & Distribution, 33(2), pp.161-176.
    Lewis, J. D., Weigert, A., (1985). Trust as a social reality, Social Forces, 63(4), pp. 967-985.
    Lim, H., Dubinsky, A. J., (2005). The theory of planned behavior in e-commerce: making a case for interdependencies between salient belief, Psychology & Marketing, 22(10), pp. 833–855.
    Lopes, A. B., Galletta, D. F., (2006). Consumer perceptions and willingness to pay for intrinsically motivated online content, Journal of Management Information Systems, 23(2), pp. 203-231.
    Lynch, J. G., Ariely, D., (2000). Wine online: Search cost affect competition on price, quality, and distribution, Marketing Science, 19(1), pp. 83-103.
    Mansour, S., Ali, Y.N., (2009). Survey of the effect of consumers` perceived risk on, purchase intention in e-shopping, Business Intelligence Journal, 2(2), pp. 261-275.
    Martensen, A., Grønholtd, L., Kristensen, K., (2000). The drivers of customer satisfaction and loyalty: Cross-Industry findings from Denmark, Total Quality Management, 11(4/5), pp.544-553.
    Matsuo, T., Ito, T.,(2002). A decision support system for group buying based on buyers` preferences in electronic commerce, In the proceedings of the Eleventh World Wide Web International Conference.
    Matsuo, T., Ito, T., (2004). A group formation support system based on substitute goods in group buying, Systrms and Computers in Japan, 35(10), pp.23-31.
    Mayer, R. C., Davis, J. H., Schoorman, F. D., (1995). An integrative model of organizational trust, The Academy of Management Review, 20(3), pp. 709-734.
    Mcallister, D. J., (1995). Affect-and cognition-based trust as foundations for interpersonal cooperation in organization, Academy of Management Journal, 38(1), pp. 24 -59.
    McKnight, D. H., Choudhury, V., Kacmar, C., (2002). Developing and validating trust measures for e-commerce: An integrative typology, Information Systems Research, 13(3), pp. 334-359.
    Meuter, M. L., Ostrom A. L., Roundtree R. I., Bitner, M. J.,(2000). Self-service technologies: Understanding customer satisfaction with technoiogy-based service encounters, Journal of Marketing, 64(3), pp. 50-64.
    Mick, D. G., Fournier, S., (1998). Paradoxes of technology: Consumer cognizance, emotions, and coping strategies, Journal of Consumer Research, 25 (2), pp.123-143.
    Miniard, P. W., Cohen, J. B., (1983).Modeling personal and normative influences on behavior, Journal of Consumer Research, 10(2), pp. 169-180.
    Morgan, R. M., Hunt S. D., (1994).The commitment-trust theory of relationship marketing, Journal of Marketing, 58(3), pp.20-38.
    Oliver, R. L., Winer, R. S., (1987). A framework for the formation and structure of consumer expectations: Review and propositions, Journal of Economic Psychology, 8(4), pp. 469-499.
    Oliver, R.L., (1981b). Measurement and evaluation of satisfaction process in retail settings, Journal of Retailing, 57(3), pp.25-48.
    Oliver, R. L., (1980). A cognitive model of the antecedents and consequences of satisfaction decisions, Journal of Marketing Research, 17(4), pp. 460-469.
    Parasuraman, A., Zeithaml, V. A., Malhotra, A., (2005). A multiple-item scale for assessing electronic service quality, Journal of Service Research, 7(3), pp.213-234.
    Parasuraman, A., Zeithaml, V. A., Berry, L. L., (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64(1), pp. 12-40.
    Parasuraman, A., Zeithaml, V.A., Berry, L. L., (1985). A conceptual model of service quality and its implications for future research, Journal of Marketing, 49(3), pp.41-50.
    Patterson, P.G., Spreng, R. A., (1997). Modelling the relationship between perceived value, satisfaction and repurchase intentions in a business to business, services context: Anempirical examination, International Journal of Service, Industry Management, 8(5), pp.414-434.
    Patton, C., Balakrishnan, P. V., (2010). The impact of expectation of future negotiation interaction on bargaining processes and outcomes, Journal of Business Research, 63(8), pp.809-816.
    Pavlou, P. A., Fygenson, M., (2006). Understanding and predicting electronic commerce adaption: An extension of the theory of planned behavior, MIS Quarterly, 30(1), pp.115-143.
    Penfold, P., (2010). Virtual communities of practice: Collaborative learning and knowledge management, Knowledge Discovery and Data Mining,WKDD `10 Third International Conference on, pp.482-485.
    Pitt, L. F., Berthon, P. P.R., Watson, R. T., Zinkhan, G. M., (2002). The internet and the birth of real consumer power, Business Horizons, 45(4), pp. 7-14.
    Porter, C. E., Donthu, N., (2008). Cultivating trust and harvesting value in virtual communities, Management Science, 54(1), pp.113-128.
    Raban, D. R., Rafaeli, S., (2007). Investigating ownership and the willingness to share information online, Computers in Human Behavior, 23(5), pp.2367-2382.
    Ramus, K., Nielsen, N. A., (2005).Online grocery retailing: What do consumers think?, Internet Research, 15(3), pp. 335-352.
    Reichheld, F. F., Sasser Jr, W. E., (1990). Zero defections: Quality comes to services, Harvard Business Review, 68(5), pp.105-111.
    Rheingold, H., (2000). The virtual Community: Homesteading on the Electronic Frontier (2nd Edition), Cambridge, Massachusetts: MIT Press.
    Riemenschneider, C. K., Harrison, D. A., Mykytyn, P. P., (2003). Understanding IT adoption decisions in small business: Integrating current theories, Information and Management, 40(4), pp. 269-285.
    Rolland , S., Freeman, I., (2010). A new measure of e-service quality in France, International Journal of Retail & Distribution Management, 38(7), pp.497 – 517.
    Romm, C., Pliskin, N., Clarke, R., (1997).Virtual communities and society: Toward an integrative three phase model, International Journal of Information Management, 17(4), pp. 261-270.
    Rothaermel, F., Sugiyama, S., (2001). Virtual internet communities and commercial success: Individual and community-level theory grounded in the atypical case of TimeZone.com, Journal of Management, 27(3), pp.297-312.
    Rousseau, D. M., Sitkin, S. B., Burt, R. S., Camerer, C., (1998). Introduction to special topic forum: Not so different after all: A cross-discipline view of trust, The Academy of Management Review, 23(3), pp. 393-404.
    Rust, R. T., Zahorik , A. J., (1993). Customer satisfaction, customer retention and market share, Journal of Retailing, 69 (2), pp.193-215.
    Sing, J., Sirdeshmukh, D., (2002). Agency and trust mechanism in customer satisfaction and loyalty judgments, Journal of Academy of Marketing Science, 128 (1), pp.150-167.
    Spiros, G., Sergios, D., Vlasis, S., (2010). An examination of the effects of service quality and satisfaction on customers behavioral intentions in E-Shopping, The Journal of Services Marketing, 24(2), pp.142-156.
    Spreng, R., Mackenzie, S. B., Olshavsky, R. W., (1996).A reexamination of the determinants of consumer satisfaction, Journal of Marketing, 60(7), pp.15-32.
    Su, Q., Li, L., Cui, Y. W., (2009). Analysing relational benefits in e-business environment from behavioural perspective, Systems Research and Behavioral Science, 26(2), pp. 129-142.
    Suh, B., Han, I., (2002). Effect of trust on customer acceptance of Internet banking, Electronic Commerce Research and Applications, 1(1), pp.247-263.
    Szymanski, D., Hise, R., (2000) e-satisfaction: An initial examination, Journal of Retailing, 76(3), pp. 309-322.
    Tabachnick, B. G., Fidell, L. S., (2007).Using Multivariate Statistics Boston: Allyn & Bacon.
    Tan, W. K., Tan, Y. J., (2010). Online or offline group buying? , Fuzzy Systems and Knowledge Discovery (FSKD), 2010 Seventh International Conference on, 6, pp.2854-2857.
    Taylor, S., Todd, P., (1995). Decomposition and crossover effects in the theory of planned behavior: A study of consumer adoption intentions, International Journal of. Research in Marketing, 12(1), pp. 137-155.
    Teo,T., Lee, C. B., (2010). Explaining the intention to use technology among student teachers: An application of the theory of planned behavior (TPB), Campus-Wide Information Systems, 27(2), pp. 60-67.
    Tönnies, F., (1912). Gemeinschaft und Gesellschaft: Grundbegriffe der reinen Soziologie, 2nd ed., Curtius, Berlin.
    Trafimow, D., Sheeran, P., Conner, M., Finlay, K. A., (2002). Evidence that perceived behavioral control is a multidimensional construct: Perceived control and perceived difficulty, British Journal of Social Psychology, 41(1), pp.101-121.
    Tsvetovat, M., Sycara, K.,Chen, Y., Ying, J., (2010).Customer coalitions in the e-marketplace, In Proceeding of The 3rd Workshop on Agent Mediated Electronic Commerence(AMEC-2000)
    Wang, Y. D., Emurian, H. H., (2005). An overview of online trust: Concepts, elements, and implications, Computers in Human Behavior, 21(1), pp. 105-125.
    Weisberg, J., Teeni, D., Arman, L., (2011). Past purchase and intention to purchase in e-commerce: The mediation of social presence and trust, Internet Research, 21(1), pp. 82-96.
    Wolfinbarger, M., Gilly, M. C., (2003). E-TailQ: Dimensionalizing, measuring and predicting eTail quality, Journal of Retailing, 79(3), pp.183-198.
    Yi, M. Y., Jackson, J. D., Park, J. S., Probst, J. C., (2006). Understanding information technology acceptance by individual professionals: Toward an integrative view, Information & Management, 43(3), pp. 350-363.
    Yoo, B., Naveen, D., (2001). Developing a scale to measure perceived quality of an internet shopping site (SITEQUAL), Quarterly Journal of Electronic Commerce, 2(1), pp. 31-46.
    Zeithaml, V. A, Berry, L. L., Parasuraman, A., (1996). The behavioral consequences of service quality, Journal of Marketing, 60(2), pp. 31-46.
    Zeithaml, V. A., Parasuraman, A., Malhotra, A., (2002).Service quality delivery through web site: A critical review of extant knowledge, Academy of Marketing Science Journal, 30(4), pp.362-375.
    Zeithaml, V. A., Parasuraman, A., Malhotra, A., (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality, Journal of Service Research, 7(3), pp. 213-234.
    Zeithaml, V., Berry, L., Parasuraman, A., (1993). The nature and determinants of customer expectations of service, Journal of the Academy of Marketing Science 21(1), pp.1-12.
    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), pp.362-375.
    Zeithaml, V.A., Parasuraman, A., Berry, L.L., (1990), Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York, NY: The Free Press.
    Zeng, F., Hu, Z., Chen, R., Yang, Z., (2009). Determinants of online service satisfaction and their impacts on behavioral intentions, Total Quality Management, 20(9), pp. 953-969.
    Zhu.F. X., Jr, W. W., Chen, I., (2002). IT based service and service quality in customer banking, International Journal of Service Industry Management, 13(1), pp.91-106.

    二、中文部分：
    邱皓政(民95)，結構方程模式，臺北，雙葉書廊有限公司.
    經濟部 (民97)，資訊服務產業年鑑.
    創市集月刊報報書,(民100 )五月，臺北，創市集研究顧問出版
    數位時代,，(民98)第一百八十六期十一月，臺北，巨思出版

    三、網站資訊：
    創市集台灣百大網站排名http://www.scribd.com/full/49916240?access_key=key-oykkuqvrr6o8a1qatk, accesso on June 25, 2011
    描述: 碩士
    國立政治大學
    企業管理研究所
    98355041
    99
    資料來源: http://thesis.lib.nccu.edu.tw/record/#G0098355041
    数据类型: thesis
    显示于类别:[企業管理學系] 學位論文

    文件中的档案:

    档案 大小格式浏览次数
    504101.pdf1243KbAdobe PDF2881检视/开启


    在政大典藏中所有的数据项都受到原著作权保护.


    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 ©   - 回馈