题名

行動入口網站使用者滿意度量表之建置研究

并列篇名

Development of a Multiple-Item Scale for Measuring User Satisfaction in Mobile Portal

作者

李淑美(Shwn-Meei Lee)；沈婉婷(Wan-Ting Shen)

关键词

行動入口 ； 使用者滿意度 ； 行動價值 ； Mobile Portal ； User satisfaction ； Mobile value

期刊名称

修平學報

卷期/出版年月

30期（2015 / 03 / 01）

页次

117 - 145

内容语文

繁體中文
中文摘要

隨著無線通訊技術的進步以及行動設備普及，全球行動上網人數急劇增加，同時也帶動行動服務的發展，其中，行動入口網站是行動服務價值鏈中很重要的一部分，但是，目前尚未有較適宜的行動入口網站使用者滿意度衡量工具，因此，本研究嘗試建立衡量行動入口網站使用者滿意度之量表。本研究整合了資訊品質、系統品質、服務品質和行動價值，發展衡量行動入口網站使用者滿意度的原始問項，並且以網際網路問卷的方式收集資料和進行問項的驗證工作。經過問卷精簡的程序之後，原始問卷被精簡成一份36道題目，六個構面（行動網站品質、資訊品質、娛樂便利、服務關懷、定位性、無所不在）的行動入口網站使用者滿意度量表，經過信度、效度的檢驗後，證實這是一份適台用來衡量行動入口網站使用者滿意度的量表。
英文摘要

The maturity and population of wireless communication technology soars the number of mobile internet users , and drives the development of mobile service. Mobile portal is a critical part of mobile service value chain, nevertheless, there is a lack of applicable quality measurement scale for mobile service. Therefore, this study focuses on the development of the measurement of mobile portal user satisfaction. This study integrates system quality, information quality, service quality, and mobile value, and develops original items for measuring the user satisfaction of mobile portal. Besides, it develops corresponding items from original dimensions. And this study use Internet questionnaire to perform the verification of items. According to the developing process of scale, this study purifies scale. After this process, it develops a scale including thirty-six items and six dimensions. Through reliability and validity analysis, it also proofs that the scale can be used to measure the user satisfaction of mobile portal.
主题分类 人文學 > 人文學綜合
基礎與應用科學 > 基礎與應用科學綜合
工程學 > 工程學綜合
工程學 > 機械工程
社會科學 > 社會科學綜合
参考文献
  1. (2012)。網路不斷成長中......。哈佛商業評論，October，24-25。
  2. Anckar, B.,D’Incau, D.(2002).Value Creation in Mobile Commerce: Findings from A Consumer Survey.Journal of Information Technology Theory and Application,4(1),43-64.
  3. Barnes, S.(2002).The mobile commerce value chain: Anaysis and future developments.International Journal of Information Management,22,91-108.
  4. Bolton, R. N.,Drew, J. H.(1991).A Multistage Model of Customers’ Assessments of Service Quality and Value.Journal of Consumer Research,17(4),375-384.
  5. Cardozo, R. N.(1965).An experimental study of customer effort, expectation and satisfaction.Journal of Marketing Research,2(3),244-249.
  6. Churchill, G. A., Jr.,Surprenant, C.(1982).An investigation into the determinants of customer satisfaction.Journal of Marketing Research,19(4),491-504.
  7. Clarke, I., III(2001).Emerging value propositions for M-commerce.Journal of Business Strategy,18(2),133-148.
  8. Clarke, I., III,Flaherty, T. B.(2003).Chapter 10: Mobile Portals : The development of M-Commerce gateways.Mobile commerce: technology, theory, and applications
  9. Clarke, I., III,Flaherty, T. B.(2001).Mobile portals : Developing the future interactive gateways for mobile e-commerce.Mobile commerce: technology, theory, and applications
  10. Clarke, I., III,Flaherty, T. B.(2003).Web-based B2B portals.Industrial Marketing Management,32(1),15-23.
  11. Cronbach, L. J.(1951).Coefficient alpha and internal structure of tests.Psychometrika,16(3),297-333.
  12. DeLone, W. H.,McLean, E. R.(1992).Information systems success: The Quest for The dependent variable.Information Systems Research,3(1),60-95.
  13. DeLone, W. H.,McLean, E. R.(2004).Measuring e-Commerce Success: Applying The DeLone & McLean information systems success model.International Journal of Electronic Commerce,9(1),31-47.
  14. DeLone, W. H.,McLean, E. R.(2003).The DeLone and McLean model of information systems success : A ten-year update.Journal of Management Information System,19(4),9-31.
  15. Edvardsson, B.,Larsson, G.,Setterlind, S.(1997).Internal service quality and The psychosocial work environment: An empirical analysis of conceptual interrelatedness.The Service Industries Journal,17(2),252-263.
  16. Gerpott, TJ,Rams, W,Schindler, A(2001).Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market.Telecommun Policy,25(4),249-269.
  17. Giese, J. L.,Cote, J. A.(2000).Defining Customer Satisfaction.Academy of Marketing Science Review,1,1-24.
  18. Hair, J. F.,Anderson, R. E.,Tatham, R. L.,Black, W. C.(1998).Multivariate data analysis.New York:Macmillan.
  19. Kaiser, H.F.(1974).An index of factorial simplicity.Psychometrika,39(1),31-36.
  20. Kerstetter, J. (1998, May 1) . Will portals pay off? 【Online】Available: http://www.zdnet.com/pcweek/news/0831/31port.html
  21. Kotler, P.(1999).Marketing Management: Analysis, Planning, Implementation and Control.NJ:Prentice Hall.
  22. Laudon, Kenneth C.,Laudon, Jane P.(2014).Management Information System - Managing the Digital Firm.Prentice-Hall.
  23. Mahatanankoon, P.,Wen, J. H.,Lim, B.L.(2005).Consumer-based m-commerce: exploring consumer perception of mobile applications.Computer Standards and Interfaces,27(4),347-357.
  24. Mallat, N.,Rossi, M.,Tuunainen, V. K.,Öörni, A.(2009).The impact of use context on mobile services acceptance: The case of mobile ticketing.Information & Management,46(3),190-195.
  25. Mason, R. O.(1978).Measuring Information Output: A Communication Systems Approach.Information & Management,1(5),219-234.
  26. McKinney, V.,Yoon, K.,Zahedi, F. M.(2002).The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach.Information Systems Research,13(3),296-315.
  27. Muller, W.(1991).Gaining Competitive advantage through customer satisfaction.European Management Journal,9(2),201-211.
  28. Negi, R.(2009).Determining Customer Satisfaction through Perceived Service Quality: A Study of Ethiopian Mobile Users.International Journal of Mobile Marketing,4(1),31-39.
  29. Nunnally, J. C.(1978).Psychometric theory.New York:McGraw-Hill.
  30. Parasuraman, A.,Zeithaml, V. A.,Berry, L. L.(1988).The SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.Journal of Retailing,64(1),12-40.
  31. Pitt, L. F.,Watson, R. T.,Kavan, C. B.(1995).Service Quality: A Measure of Information Systems Effectiveness.MIS Quarterly,19(2),173-187.
  32. Serenko, A.,Bontis, N.(2004).A model of user adoption of mobile portals.Quarterly Journal of Electronic Commerce,69-98.
  33. Shannon, C. E., & Weaver, W. (1949). The mathematical theory of communication. Urbana: University of Illinois Press.
  34. Siau, K.,Lim, E.,Shen, Z.(2001).Mobile commerce : Promises , challenges , and research agenda.Journal of Database Management,12(3),4-13.
  35. Straub, D. W.(1989).Validating Instruments in MIS Research.Management Information Systems Quarterly,13(2),147-169.
  36. Tsalgatidou, A.,Pitoura, E.(2001).Business models and transactions in Mobile Electronic Commerce: Requirements and properties.Journal of Computer Networks,37(2),221-236.
  37. Wang, Y.,Liao, Y.(2007).The conceptualization and measurement of m-commerce user satisfaction.Computers in Human Behavior,23(1),381-398.
  38. Westbrook, R. A.(1981).Sources of Consumer Satisfaction with Retail Outlets.Journal of Retailing,57(3),68-85.
  39. Yang, Z.,Cai, S.,Zhou, Z.,Zhou, N.(2005).Development and validation of an instrument to measure user perceived service quality of information presenting Web portals.Information & Management,42(4),575-589.
  40. 王舜偉(2002)。台灣入口網站之營運策略與產品差異化研究。網路社會學通訊期刊，22
  41. 翁崇雄(1993)。國立台灣大學商學研究所。
  42. 曾繁庚(2006)。國立政治大學科技管理研究所。
  43. 經濟部技術處，2010行動生活趨勢下消費者需求調查報告，2010年。
  44. 廖森貴(2003)。行動價值與顧客滿意關係之研究。知識與價值管理學術研討會
print cancel