大學院校網站服務品質和需求認知之探究

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Title:	大學院校網站服務品質和需求認知之探究
Other Titles:	A research study of website service quality and cognition of needs in university
Authors:	張詒智;Chang, Yi-Chih
Contributors:	淡江大學管理科學研究所企業經營碩士在職專班李旭華;Lee, Hsu-Hua
Keywords:	校園網站;服務品質;顧客導向;需求認知;Campus Website;Service Quality;customer orientation;Cognition of Needs
Date:	2011
Issue Date:	2011-12-28 18:17:53 (UTC+8)
Abstract:	在全球資訊網(World Wide Web)的盛行，現今E 世代的生活環境中，資訊的傳遞變得更加快速，人們的生活步調愈來愈快，各行各業無不強調「便捷」與「快速」且「精確」的服務提供。而隨著網際網路的普及，透過網頁傳遞的資訊效應逐漸擴大，許多組織單位也都發展其商務網站。時至今日，網頁資訊被廣泛的應用在諸多不同的領域。而在學術界，對內校園網站資訊的取得對學生和老師有著莫大的幫助，對外則是學校一良好的行銷廣告台！過去已有許多研究探討學校如何利用資訊科技輔助校務和教學研究上，其主要目的皆在於教育品質提升與行政效率的改進。然而，現今大部分的網站建置架構仍以網站管理者或軟體供應商為其主導者，僅有少數是針對顧客所期望的服務品質亦或使用者端需求為出發點進行建置，但校園網站的主要使用者不是網站管理者，更非軟體供應商。基於上述現況，針對校園網站服務品質與需求認知議題，在大學院校即將面臨現實環境中競爭力的衝擊之下，將成為一個具有價值和意義的科技議題，故發展一套應用於校園網站服務品質之衡量評估架構和需求認知之探究是有必要的。透過本研究整理後，嘗試發展一套用來評估校園網站的服務品質衡量之構面模式，並以此發展評估問卷，透過因素分析、信度分析、T 檢定和變異數分析後，求得數據結果，藉以實際了解學校的顧客對於校園網站所寄予之期望和需求認知的服務品質。然而，本研究最終目的在於希望提供一校園網站服務品質量表，供大學院校做為日後發展校園網站建置之功用，另一方面也提供以顧客需求導向為基礎之校園網站架構，提供未來大學院校建置網站時之參考依據。 In the environment of E-generation when World Wide Web prevails, the transmission of information becomes rapid and makes our paces quicker and faster. The emphasis of convenience, rapidity, and precision is important in all aspects of life. With the prevalence of the internet, the effect of transmission through websites expands gradually, while many organizations and units develop their own websites for the purpose of commerce as well. By the time, information on websites is frankly applicable in different fields. In academic field, for example, it implies a high benefit for teachers and students inside the campus to acquire information easily from school websites. Also, it means a decent platform of marketing and advertising for the world outside. In the past, there were many reports referring to how schools take advantage of internet technology to help academic affairs and researches. The main purpose is to raise the quality of education and the improvement of administrative efficiency. However, most construction of websites is still administrator-oriented, and only a few are established under the expectation of customers or from the demands of users. It is neither those website administrators nor software suppliers who frequently use the school websites. On the basis of what mentioned before, the service quality of school websites and perspective of demands are going to be a valuable and significant subject on technology especially when universities and colleges are facing the impulse of competition from the real world. Therefore, it is necessary that we need to develop a set of evaluation criteria for the service quality of school websites and keep researching the demand cognition. We try to develop an aspect of evaluation for the service quality of school websites through this research and bring out a questionnaire which we require statistic conclusion from the strategy of factor analysis, reliability analysis, t-test and variance analysis to understand the expectation and demand cognition that school website users really have. However, the ultimate purpose of this research is to provide a measurement of service quality, which can be contributed to the construction of school websites for all the universities and colleges in the days to come on one hand. On the other hand, it provides a basic framework for school websites based on customers’ demands, which is also a reference for university administrators when they build school websites.
Appears in Collections:	[Department of Management Sciences] Thesis

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