技術支援網站服務品質決定因素之探討－以台灣資訊科技企業為例

Determinants of Service Quality of Technical Support Websites-An Empirical Study from IT Companies in Taiwan

朱博湧(Po-Yung Chu) ； 陳佳誼(Chia-Yi Chen) ； 林裕淩(Yu-Ling Lin) ； 吳蔚震(Wei-Chen Wu)

《資訊管理展望》 11卷1期 (2009/06) Pp. 1-24

https://doi.org/10.29715/JIMCSA.200906.0001

摘要

網際網路發明以來，網站已成為廠商提供技術支援服務的重要窗口之一。過去關於網站服務品質研究，多基於購物型網站，但技術支援網站的主要功能為技術資訊與支援之提供，交易並非最主要的功能。因此，影響購物網站服務品質的因素，對於技術支援網站而言，其重要性是否依然相同，值得加以驗證。本研究以過往文獻為基礎，提出六項研究假說，透過網路問卷調查消費者，對於七間知名資訊科技企業之台灣區技術支援網站的品質評價，並運用結構方程模式進行資料分析。實證結果發現，影響技術支援網站服務品質的決定因素有：「網站服務與回應」、「網站使用效率」、「網站資訊品質」及「網站外觀與視覺吸引力」；有別與過往的研究，本研究發現「網站系統可得性」與「網站隱私權保護」並不影響技術支援網站的服務品質。

關鍵字

技術支援網站 ； 網站服務品質 ； 結構方程模式

並列摘要

Since the internet was invented, websites have become an important channel for companies to provide technical support. Past research on website service quality has been focused mainly on transaction-based websites. However, the purpose of the technical support websites is to provide technical information and support to customers. Transaction may not be the most important function of technical support websites. Whether the weights of determinants of service quality for transaction-based websites remain the same for technical support websites is warrant of investigation. This study aims to explore the key factors influencing service quality of technical support websites. Based on the findings of previous literature, six research hypotheses were proposed. An online survey was conducted to investigate service quality evaluations of seven well-known IT companies' technical support websites in Taiwan. The data were analyzed by structural equation modeling. Results indicated that ”service and response,” ”efficiency,” ”information quality,” ”aesthetic and visual appeal” were the key determinants of service quality of technical support websites. In contrast to previous studies, results of this study suggested that ”privacy” and ”system availability” had no significant impact on service quality of technical support websites.

並列關鍵字

Technical Support Websites ； Websites Service Quality ； Structural Equation Modeling