本研究以台灣最大以及最主要的即時通訊討論網站(http://kusos.com/)之即時通訊使用者為主要問卷發放對象,共回收1,514份有效問卷,來瞭解台灣地區使用即時通訊軟體之現況,和即時通訊之服務品質與使用者滿意度之間的關聯性,同時並探討服務品質與使用者滿意度是否會受使用者不同的人文特質所影響。研究結果顯示,即時通訊之使用者以台灣北區、學歷在大專以上且年齡在10~30歲左右的男性為大多數。其中最常使用的即時通訊軟體則為MSN Messenger及Yahoo!Messenger兩種。經由實證結果顯示,服務品質與使用者滿意度之間的具有高度的關聯性,且服務品質與使用者滿意度皆會受使用者不同的人文特質所影響。
This research with Taiwan is largest and most mainly its instant messenger user of the instant messenger discussion website the ”http://kusos.com/” of the main questionnaire issues the object, retrieve 1,514 valid questionnaires totally, to understand that Taiwan use the present situation of the instant messenger software, the ones that were analyzed between service quality of the instant messenger and user's satisfaction are related, meanwhile also inquire into whether the service quality and the user satisfaction will be subjected to the humanities characteristic of the user dissimilarity or not influence. The result of the study shows that the user of the instant messenger with Taiwanese's north area, educational background above university and the age is in the 10~30 so male is majority. The instant messenger software that among them often uses most is then for the MSN Messenger and the Yahoo ! Messenger. In Summary, results of regression and ANOVA test support the following hypotheses, the service quality and the user satisfaction has the high correlation, and the service quality and the user satisfaction all will be subjected to the humanities characteristic of the user dissimilarity influence.