網路資訊的快速發展,網路業者開發整合式平台(入口網站),多元化的服務及資訊將吸引大量人潮進入網站使用其資源。對入口網站業者而言,伴隨的附加價值是商機及龐大的廣告利潤。而同性質競爭企業的出現,勢必造成人潮的分散;就業者立場而言,如何去吸引更多人潮並留住人潮,將更著重在多元化的服務及其品質之提升。面對服務的多元化,品質政策的制定成為極具挑戰的課題。 此研究係結合了多準則決策與模糊理論。透過由問卷調查的方式來蒐集入口網站之服務品質資料,再透過信、效度之檢定,來建立出本研究評估入口網站服務品質的構面及準則。接著再利用TOPSIS評估模式就入口網站評估,以計算出各入口網站服務品質之優劣排序。本研究乃針對國內五家知名入口網站進行評估,其包含了七項構面與三十二項準則。其分析之結果供業者在行銷宣傳及品質提升時之重要依據。
Owing to the fast development of network information, website providers develop integrated portal site. Diversified services and information will attract a large number of people to portal sites and use their resources. For the portal site providers, the following additional values are business and enormous advertisement profit. The appearance of competitive enterprise with the same nature will separate the crowds. For the portal site providers’ position, how to attract the crowds and keep them will focus more on the diversified services and promotion of quality. Due to the diversified services, the establishment of quality policy will be a challenge topic. This study combines Multiple-Criteria Decision –Making with Fuzzy theory. It collects the service quality data of portal sites through the questionnaire survey and establishes the dimensions and criteria of the service quality of portal sites evaluated by itself through analysis of reliability and validity. It also evaluates portal sites with TOPSIS method in order to figure out the rank of service quality of all portal sites. In this study, we choose 5 famous portal sites to assess their service quality, including 7 dimensions and 32 criteria. The outcomes of these analyses provide the enterprise an important basis on marketing propaganda and quality of promotion.