题名

A Non-Additive Model for the Evaluation of Portal Website Service Quality

并列篇名

應用非加法型模式於入口網站服務品質之評估

DOI

10.29977/JCIIE.200909.0004

作者

姜齊(Chi Chiang);李志成(Chih-Cheng Lee);曾國雄(Gwo-Hshiung Tzeng)

关键词

服務品質 ; 模糊理論 ; 模糊積分 ; 層級分析法 ; 多準則決策 ; service quality ; fuzzy set theory ; fuzzy integral ; analytic hierarchy process ; multiple criteria decision making

期刊名称

工業工程學刊

卷期/出版年月

26卷5期(2009 / 09 / 01)

页次

355 - 366

内容语文

英文

中文摘要

近年來,由於網際網路的快速發展及全球資訊網的興盛,不僅促使相關的服務業者與網際網路使用者急速地增加,更使得入口網站愈來愈顯其重要性與發展潛力。由於網際網路使用者對入口網站服務品質的認知感受,會受其主觀判斷對模糊性認知的影響,此時利用精確的單一數值可能無法合理地表達網際網路使用者對入口網站服務品質的認知。有鑑於此,本研究之主要目的在於嘗試藉由網際網路使用者的角度,以模糊理論與語意變數爲基礎,結合模糊積分與層級分析法來建構一套有效且客觀的入口網站服務品質之決策模式。最後,以一案例實證,進行實際評估模式之驗證與分析,研究結果顯示入口網站經營業者若能適當地改善其入口網站服務品質,以便滿足顧客需求是很重要的。

英文摘要

Due to the rapid growth of usage of Internet and WWW, there has been a fast growth in Internet users and related service industries in the past few years. Portal websites have shown its growing ability and economic benefit on business competition. In practical environments, Internet users face a variety of service quality of portal websites that are vague from human beings' subjective judgments, and most criteria have interdependent or interactive characteristics. These problems may not be correctly evaluated by conventional additive measures, and crisp data cannot represent precisely the perception of portal website service quality. To overcome these problems, this study aims to propose a non-additive model based on fuzzy integral and AHP for evaluating the service quality of portal websites from Internet users' viewpoint under fuzzy environment. In this paper, the ratings and weights of these criteria are assessed by linguistic (natural language) variables expressed in triangular fuzzy numbers. Therefore, a model based on linguistic variable and fuzzy integral is proposed to deal with evaluating the service quality of portal websites in this study. In order to show the practicality and usefulness of this model, an empirical case of the Taiwan portal website is demonstrated to highlight the procedure of proposed model at the end of this paper. The results show that providers of portal website improve properly the service quality of portal website for satisfying of customer's needs is the most applicable.

主题分类 工程學 > 工程學總論
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被引用次数
  1. 蔡嘉紋、胡宜中、王仁宏(2017)。探討網路銀行之關鍵服務指標。管理資訊計算,6(1),39-61。
  2. 翁梓維、胡宜中、王仁宏(2012)。衡量3G行動通訊加值服務提供商之網路服務品質。電子商務學報,14(4),619-656。