Extranet系統服務品質與企業用戶滿意度之研究

The Service Quality of Extranet and User Satisfaction

10.6338/JDA.200606_1(3).0001

石孟勳(Meng-Hsun Shih)；蔡憲唐(Hsien-Tang Tsai)；呂宗翰(Chung-Han Lu)

企業外部網路 ； 服務品質 ； 顧客滿意 ； Extranet ； Service Quality ； User Satisfaction

Journal of Data Analysis

1卷3期（2006 / 06 / 01）

1 - 25

繁體中文

為了在全球市場取得競爭優勢及產生新的附加價值，有愈來愈多的企業採用企業外部網路系統（Extranet）資訊立即共享的優點，來管理他們與供應商、合作夥伴、及顧客間的關係，並使企業的作業流程更具效率。因此提高Extranet的服務品質以建立服務的差異化，不僅可提升顧客滿意度，也可建立起良好的顧客關係管理，維持顧客之忠誠度，並有助於建立長期的合作關係。本研究經由驗證發現Extranet系統的服務品質及使用者的滿意度，主要是受Extranet的可靠性、安全性與界面方便性等因素的影響。進一步來說，Extranet提供者必須能提供並加強其系統的安全措施，以保障企業用戶之隱私與權益，並消除其使用Extranet系統之安全疑慮。並在考量到資訊取得的便利性與Extranet系統的界面操作方便性下，企業發展Extranet系統必須要針對用戶類別的考量而予以個別的客製化。

To gain a competitive advantage and generate a new value-added niche in the global marketplaces, many firms today are taking advantage of the flexibility of the Extranet to streamline their business process. Extranet not only can permit companies to create a shared information space with their vendors, business partners, and customers, but also provide a tool for managing just-in-time supplier relationship. Extranet allow corporations and their customers to benefit from its immediacy and flexibility while harnessing it with enough control and security that Extranet can be trusted as safe arenas for information exchange. The service quality of Extranet and users' satisfaction are also keys to retain customers' loyalty, establish service differentiation, and preserve long-term partnership. In this article, we identify that reliability, security, and interface convenience are critical factors to affect the service quality of Extranet and users' satisfaction. To facilitate this, we propose a set of derived hypotheses on this topic. The results showed that a large corporation would be working with a large number of competing suppliers; it is vital to provide secure partitioning of extranet content. Hence, customization of Extranet should be applied to all users to let each user can access to the information with ease and trust the security measures of Extranet.

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