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題名:應用雙因子理論於網站瀏覽環境品質評估之研究
作者:黃靜純 引用關係
作者(外文):Ching-chun Huang
校院名稱:國立雲林科技大學
系所名稱:設計學研究所博士班
指導教授:管倖生
學位類別:博士
出版日期:2012
主題關鍵詞:品質評估滿意指標Kano二維品質評估模式網站設計雙因子理論quality evaluationindicator of satisfactionKano modeltwo-factor theorywebsite design
原始連結:連回原系統網址new window
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時代的演化與科技的精進,促使今日的網站不再只是個描述虛擬空間的名詞,而是一個真實反應個人生活狀態,與日常需求緊密扣連的動詞,並成為驅動世界改變的重要推手之一。然而,隨著網站功能架構的日益擴張與複雜,使用者面對高科技的襲擊,不安的恐懼感加深了人機之間的鴻溝。過去,設計領域對於網站設計的相關研究,多從視覺要素、使用性或是功能性的角度切入,雖然累積了相當豐碩的成果,然而時至今日,多數網站的設計品質仍然參差不齊,使用者依舊抱怨網站不夠友善、不安全。問題可能出在過去的研究,僅指出網站設計的好與壞,卻無法提供設計者有關設計準則的特徵價值。
本研究的主要目的在於透過跨領域的研究,導入並應用雙因子理論對於因子歸類的論述,建構出網站瀏覽環境之品質評估量表與品質特徵之鑑別屬性,其後,並結合Kano二維品質評估方法,探討使用者的滿意情緒,最後,再藉由三種不同類型網站,驗證本研究的設計,確實能具體區辨出不同型態網站之特徵價值。亦即透過系統性的調查與分析,期望能釐清並進一步發掘網站設計的潛在問題,提供一個不同以往的研究觀點,進而有效提昇瀏覽品質,滿足使用族群並創造網站價值。
本研究調查,共得到以下六點結論:
1.網站瀏覽環境品質檢核量表之推導,係建構出一保有雙因子理論精神,並涵蓋視覺、使用與資訊3構面,18項因素,共計87項評估特徵的量表。
2.共擬訂通用、魅力與危險三個品質鑑別屬性。
3.Kano 二維品質屬性可與通用、魅力與危險品質鑑別屬性進行對應。
4.好的網站瀏覽品質,首應避免危險屬性,其次在通用屬性基礎上,再積極創造魅力屬性的價值。
5.不同構面中,影響使用者對於網站瀏覽環境滿意評價的特徵:
(1)「避免具有會對使用者容易產生視覺疲勞的特徵」與「提供使用者具有個人化設定的機制」,是視覺構面中最能影響使用者滿意評價的特徵。
(2)「瀏覽進行中連線順暢不斷線」與「媒體的運用具有多樣性」,是使用構面中最能影響使用者滿意評價的特徵。
(3)「呈現的內容資訊正確」與「資訊內容具有深度與廣度」,是資訊構面中最能影響使用者滿意評價的特徵。
6.視覺設計是美化網站的外衣(通用屬性),友善的使用介面是網站建置的基礎(通用屬性),而多元的資訊內容方能真正留住使用者(魅力屬性)。
Under the advancement of technology, website is not simply the term to describe the virtual space; it is the verb which reflects a person’s living state and is closely connected with daily needs. It also becomes one of the important drives to change the world. However, as the functions of the websites are expanded and more complicated, users’ fear toward technological attacks has deepened the gap between humans and machines. Past studies on website design mostly focus on visual factors, use or functions. There are rich findings accumulated; however, the design quality of websites still has great discrepancy, and users still complain about the unfriendliness and lack of security of websites. The reason is that past studies only indicate the advantages and disadvantages of website design and could not provide the characteristic value related to design principles for the designers.
This study aimed to introduce and apply two-factor theory to factor classification by cross-field research, construct a quality evaluation scale of website browsing environment and discriminant factors of quality attributes, and explore the users’ satisfaction by Kano two-dimensional quality evaluation. Finally, this study used three different types of websites to validate that the design of this study can distinguish the characteristic value of different types of websites. In other words, by systematic investigation and analysis, this study intended to clarify and discover the potential problems of website design, provide the view different from the past, effectively enhance browsing quality, satisfy the users, and create website value.
Based on the results, the conclusions are shown below:
1.Regarding quality evaluation scale of website browsing environment, this study constructed the scale upon two-factor theory and including 3 dimensions (vision, usage and information) 18 factors, and 87 evaluation characteristics.
2.The three quality distinguishing factors are “generality attribute”, “attractive attribute” and “danger attribute”.
3.Categories of Kano two-dimensional quality can respond to “generality attribute”, “attractive attribute” and “danger attribute”.
4.Good website browsing quality should first avoid “danger attribute”, and then creates the value of “attractive attribute” based on “generality attribute”.
5.Among different constructs, the characteristics that influence the users’ satisfaction with website browsing environment are below:
(1)“To avoid the characteristics that lead to the users’ visual fatigue” and “to provide the users with customized setting” are the characteristics of vision dimension that influence the users’ satisfaction the most.
(2)“Smooth connection in browsing” and “diverse media use” are the characteristics of usage dimension that influence the users’ satisfaction the most.
(3)“Precise presentation of information content” and “deep and broad information content” are the characteristics of information dimension that influence the users’ satisfaction the most.
6.User-friendly interface is the base of website construction (generality attribute), visual design is the measure to beautify the website (generality attribute), diverse information content can retain the users (attractive attribute).
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