淡江大學機構典藏:Item 987654321/95138
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    Title: 國內網際網路服務供應商之服務品質實證研究
    Other Titles: The Empirical Study of the Service Quality of Internet Service Providers in Taiwan
    Authors: 吳錦波;李明華
    Contributors: 淡江大學資訊管理學系
    Keywords: 網際網路服務供應商;服務品質;問卷調查;服務品質量表;服務績效量表;Internet Service Provider;Service Quality;Questionnaire;Servqual;Servperm
    Date: 1999-06
    Issue Date: 2014-02-11 15:41:43 (UTC+8)
    Abstract: 本研究主要是探討目前國內網際網路服務供應商(Internet service providers, ISP)服務品質現況,分析個人撥接用戶、企業專線用戶與ISP業者間對服務品質感受程度與重要程度認知之差異,找出影響ISP服務品質的主要因素,並進一步探討整體服務品質與顧客消費行為之關係,作為ISP業者改善目前服務品質之依據。本研究主要是採用WWW問卷的方式,共得到有效樣本個人撥接 494人、企業專線47家及ISP業者22家。研究結論顯示,影響ISP服務品質主要為「回應、關懷及保證構面」、「實體設備及公司聲譽構面」、「申請及付費過程構面」、「安全性構面」、「內容性構面」等五個因素,目前不論個人撥接及企業專線用戶對ISP整體服務品質仍算相當滿意,最後在「重視---績效」策略分析中,得知服務業者對用戶最不需強化的部分為「內容性構面」,對企業專線用戶而言,最應維持現況的部分為「實體設備及公司聲譽構面」。
    The purpose of the research is to study the service quality of the ISPs in Taiwan, and analyze the difference of customer's perception and importance of service quality among personal dial-up customers, business dedicated customers and service providers. The research used the way of the WWW questionnaire and the total useful samples are 494 form personal dial-up customers, 47 form business dedicated customers and 22 form ISPs. The results indicate that the five factors of the service quality are: (1) Responsiveness, Empathy and Assurance (2) Physical Equipment and Company Reputation (3 ) The Process of Application and Payment (4) Security (5) Content and customers are satisfied with the service quality. Finally, in the"Importance-Performance Analysis", it appears that the service providers don't have to improved is content factor to the customer, but they should keep physical equipment and company reputation factor to the business dedicated customers.
    Relation: 第十屆國際資訊管理學術研討會論文集(第二冊)=Proceedings of Tenth International Conference on Information Management (Vol. 2),頁698-705
    Appears in Collections:[Graduate Institute & Department of Information Management] Proceeding

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