- 會議論文
- OpenAccess
資訊科技服務品質與確認程度之比較與探討
Explorating The Relationship of Information Technology Service Quality and Confirmation
摘要
期望確認模式(Expectation Confirmation Model, ECM)在2001年由Bhattacherjee提出，證實使用者採納資訊系統後持續使用的重要性。然而過去學者少有對ECM之確認程度構念做進一步的探討。本研究回顧文獻，發現確認程度與服務品質的性質有相似之處。服務品質從過去傳統服務業到現今資訊科技服務也廣為學者探討，本研究以不同的服務品質模型進行探討，包括Parasuraman等人提出的SERVQUAL以及學者Brady and Cronin提出多層架構與多維度的模型，做為衡量服務品質的基礎架構。因此，本研究以ECM為基礎架構將針對確認程度與服務品質做進一步探討、比較與整合之，期望能從服務品質的衡量角度整合並局部改善ECM之模型。
並列摘要
Expectation Confirmation Model (ECM) is proposed in 2001 by Bhattacherjee, found out the importance of user adoption continued use of the information system. In the past, few scholars further discussed and studied for the confirmation construct of ECM. From the literature review, this study found that the definition of the confirmation is similar with service quality. This study properly use SERVQUAL which is proposed by Parasuraman et al. and Brady and Cronin propose hierarchical and multi-dimensional model to measure service quality infrastructure in two different methods. Therefore, this study will further investigate, compare and integrate the confirmation and service quality based on ECM architecture.
延伸閱讀
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- 廖佩怡（2006）。實體與網路的口碑之比較：資訊特性觀點之探索性研究〔碩士論文，國立臺北科技大學〕。華藝線上圖書館。https://doi.org/10.6841/NTUT.2006.00269
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- 吳信宏（2021）。Service Quality Evaluation Approaches Replacing the Traditional Questionnaires。品質月刊，57(5)，37-38。https://www.airitilibrary.com/Article/Detail?DocID=10173692-202105-202106170006-202106170006-37-38