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題名：應用模糊層級分析法於網路商店服務品質評估之研究
書刊名：電子商務學報
作者：林秀芬
作者(外文)：Lin, Hsiu-fen
出版日期：2006
卷期：8:3
頁次：頁347-372
主題關鍵詞：服務品質；網路商店；模糊評估模式；糢糊層級分析法；Service quality；Online retailers；Fuzzy evaluation model；Fuzzy analytic hierarchy process
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(16) 博士論文(1) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:16
  • 共同引用共同引用:573
  • 點閱點閱:87
近年來，網路購物的消費模式已逐漸被消費者接受，而消費者對網路商店服務品質的要求也日益提高。由於消費者對於服務品質的感受，會有較多個人主觀因素及模糊的概念，利用精確的數值可能無法表達消費者對網路商店服務品質的認知。然而，在文獻上，探討網路商店服務品質模糊評估模式的研究，仍然相當缺乏。因此，本研究依據網路商店服務品質相關文獻的彙整與分析，擬定網路商店服務品質的衡量準則，並結合模糊理論與層級分析法，提出一套完整的網路商店服務品質模糊評估模式。並以網路書店為例，導入模糊評估模式，經由問卷調查結果，以因素分析法，將網路書店服務品質衡量準則分為網站設計、可靠性、回應性、信任度、個人化等五個構面，藉由群體協同評估的決策方式，驗證本研究所提出的模糊評估模式具有可行性與實用性，以協助網路經營業者有效衡量網路商店服務品質，進而作為改善網路商店服務品質之參考。
With the development of the electronic commerce, consumers are starting to shop on the web. The consumers requested to the service quality of online retailers have already risen increasingly. Moreover, consumer evaluations of service quality are easy to get fuzzy result from human subjection decision. However, few studies have been published which fuzzy evaluate the service quality of online retailers. According to the related literature on service quality of online retailers, this study develops a service quality evaluation model of online retailers by combing fuzzy analytic hierarchy process (FAHP). Based on the proposed procedure of the fuzzy evaluation model, this study construct a service quality evaluation of online bookstores, which using the results of questionnaire and factor analysis to divide the service quality evaluation dimensions into website design, reliability, responsiveness, trust, and personalization. The demonstration proves the feasibility and practicality of the fuzzy evaluation procedure proposed by this study. The fuzzy evaluation model will help mangers of online retailers to realize the level of service quality, and provide an important reference for improving service quality.
期刊論文
1.Yang, Z.、Jun, M.(2002)。Consumer Perception of E-service Quality: From Internet Purchaser and Non-purchaser Perspectives。Journal of Business Strategies，19(1)，19-41。  new window
2.Kolesar, Mark B.、Galbraith, R. Wayne(2000)。A Service-Marketing Perspective on e-retailing : Implications for e-retailers and Directions for Further Research。Internet research : electronic Networking Applications and Policy，10(5)，424-438。  new window
3.Iwaarden, J. V.、Wiele, T. V. D.、Ball, L.、Millen, R.(2003)。Applying SERVQUAL to Web sites: An exploratory study。The International Journal of Quality & Reliability Management，20(8)，919-935。  new window
4.Long, M.、McMellon, C.(2004)。Exploring the determinants of retail service quality on the internet。The Journal of Services Marketing，18(1)，78-90。  new window
5.Yang, Z.、Fang, X.(2004)。Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services。International Journal of Service Industry Management，15(3)，302-326。  new window
6.Cox, J.、Dale, B. G.(2001)。Service Quality and E-commerce: An Exploratory Analysis。Managing Service Quality: An International Journal，11(2)，121-131。  new window
7.Zadeh, L. A.(1976)。The Concept of a Linguistic Variable and Its Application to Approximate Reasoning。Information Sciences，9(1)，43-80。  new window
8.Zadeh, L. A.(1975)。The concept of a linguistic variable and its application to approximate reasoning。Information Sciences，8(1)，199-249。  new window
9.Zadeh, L. A.(1975)。The Concept of a Linguistic Variable and its Application to Approximate Reasoning。Information Science，8(3)，199-249。  new window
10.Csutora, R.、Buckley, J. J.(2001)。Fuzzy hierarchical analysis: The Lambda-Max method。Fuzzy Sets and Systems，120(2)，181-195。  new window
11.Li, Y. N.、Tan, K. C.、Xie, M.(2002)。Measuring web-based service quality。Total Quality Management，13(5)，685-700。  new window
12.Kaynama, Shohreh A.、Black, Christine I.(2000)。A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study。Journal of Professional Services Marketing，21(1)，63-88。  new window
13.Chen, Chen-Tung(2000)。Extensions of the TOPSIS for Group Decision-making under Fuzzy Environment。Fuzzy Sets and Systems，114(1)，1-9。  new window
14.Wolfinbarger, Mary F.、Gilly, Mary C.(2003)。ETailQ: dimensionalizing, measuring and predicting etail quality。Journal of Retailing，79(3)，183-198。  new window
15.鄧振源、曾國雄(19890700)。層級分析法（AHP）的內涵特性與應用。中國統計學報，27(7)，13767-13786。new window  延伸查詢new window
16.Zadeh, Lotfi Asker(1965)。Fuzzy sets。Information and Control，8(3)，338-353。  new window
17.Zeithaml, Valarie A.、Parasuraman, Ananthanarayanan、Malhotra, Arvind(2002)。Service quality delivery through Web sites: A critical review of extant knowledge。Journal of the Academy of Marketing Science，30(4)，362-375。  new window
18.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
19.Sullivan, J. R.、Walstrom, K. A.(2001)。Consumer perspectives on service quality of electronic commerce web sites。Journal of Computer Information Systems，41(3)，8-14。  new window
20.Cai, S.、Fun, M.(2003)。Internet Users' Perceptions of Online Service Quality: A Comparison of Online Buyers and Information Searchers。Managing Service Quality，13(6)，504-519。  new window
21.Janda, S.、Trocchia, P.、Gwinner, K. P.(2002)。Customer Perceptions of Internet Retail Service Quality。International Journal of Service Industry Management，13(5)，412-431。  new window
學位論文
1.張敬芝(2002)。網路購物服務品質衡量模式建構之研究(碩士論文)。元智大學。  延伸查詢new window
2.徐岱伶(2001)。購物網站服務品質與消費行為之研究(碩士論文)。國立臺北大學。  延伸查詢new window
3.施淳瑄(2001)。台灣網路書店經營型態對服務品質、知覺風險、顧客行為意圖影響之探討(碩士論文)。國立政治大學，台北市。  延伸查詢new window
4.黃淑慧(2003)。應用模糊理論構建知識管理績效評估模式及系統開發之研究(碩士論文)。大葉大學，彰化。  延伸查詢new window
5.顏永森(2000)。銷售網站服務品質對消費者態度影響之研究(博士論文)。國立政治大學。new window  延伸查詢new window
圖書
1.Saaty, T. L.(1998)。The Analytic Hierarchy Process: Planning, Priority Setting, Resource Allocation。New York：McGraw-Hill International Book Co.。  new window
2.Kaufmann, A.、Gupta, M. M.(1991)。Introduction to Fuzzy Arithmetic: Theory and Applications。New York：Van Nostrand Reinhold。  new window
3.Zimmermann, H. J.(1991)。Fuzzy set theory and its applications。Kluwer Academic Publishers。  new window
4.Klir, George J.、Yuan, Bo(1995)。Fuzzy Sets and Fuzzy Logic: Theory and Applications。Prentice-Hall。  new window
其他
1.蕃薯藤數位科技(2004)。2004臺灣網路使用調查，0。  延伸查詢new window
 
 
 
 
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