Using DANP to Study Service Quality of Online Group Buying

以DANP方法研究團購網的服務品質

卓綵倫(Tsai-Lun Cho)；李正文(Cheng-Wen Lee)

DANP ； DEMATEL ； service quality ； online group buying ； DANP方法 ； 決策實驗室法 ； 服務品質 ； 團購網

先進工程學刊

15卷1期（2020 / 04 / 01）

1 - 5

英文

The purpose is to use DANP to identify what service quality respondents to shop on online group buying. The method is based on a sample of 21 respondents that participated in a survey designed. The survey is designed to weight seven factors of service quality by DANP. Via DEMATEL to understand the importance and correlation of the service quality of online group buying. Findings show the order of factors by DANP by weight as follows: contact ＞ fulfillment ＞ responsiveness ＞ compensation. These four are the main factors. Responsiveness and compensation influence on each other. Responsiveness and compensation actively influence on contact and fulfillment. The properly applied findings able to enhance the service quality of online group buying.

目的是以DANP方法來確定受訪者在團購網購物的服務品質。該方法基於參與這項研究而設計的樣本，共21名受訪者。該調查旨在權衡DANP方法對服務品質的七個因素。經由決策實驗室法了解團購網服務品質的重要性和相關性。結果顯示按DANP權重的因素，排序如下：聯絡性＞實踐性＞回應性＞賠償性。這四個是主要因素。回應性和賠償性對彼此都有影響。回應性和賠償性對聯絡性和實踐性有積極影響。本研究結果在正確應用後，發現能夠提高團購網的服務品質。

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