隨著資訊越來越普及化,數位經濟已與民眾生活緊密相連,然而我國政府為降低城市間數位落差,提升偏鄉的數位應用,於國內偏遠鄉鎮地區設置數位機會中心,至西元2021年底為止,尚有117間數位機會中心仍在營運。本研究旨在探討屏東縣E化等級5級鄉鎮之數位機會中心內部使用者對該中心的服務品質認同度以及滿意度,並以Parasuraman, Zeithaml, and Berry三位學者所提出的服務品質概念,設計服務品質量表,並以問卷方式進行非隨機抽樣,研究對象為屏東縣E化等級5級鄉鎮內仍在營運的數位機會中心使用者,共計有牡丹、佳冬、新埤、車城及枋山等5個數位機會中心。 本研究假設個人背景變項、數位機會中心近用程度、個人數位程度會對服務品質產生顯著影響,分析結果發現,惟服務品質僅與數位機會中心之開放時間、個人資訊應用能力及基本資訊素養呈現正相關。另上述5個數位機會中心使用者對於該中心的服務品質,認同度呈現正向性,針對研究結果提出下列幾點建議: 1.機會中心在硬體設備的提供滿足其學員的需求,但應注意「對於教室座位安排舒適性」。 2.多數學員對於「數位機會中心開放的時間」感到不夠滿意,故在規劃教育訓練課程的內容時,盡量安排適當的上課時間。 3.未來可依學員的程度分別開設適合的基礎班或進階班課程,以滿足不同電腦相關設備知識的學員之需求。
As information becomes more and more popular. The government sponsored Digital Opportunity Center at the remote village areas is a possible approach to shrink the digital divide in rural areas, and create digital opportunity. The main purpose of this research is to find out the recognition of students of the Digital Opportunity Centers at Pingtung County E -ization Level 5 Township based on service quality and satisfaction. The method of this study adopts the questionnaire of the service quality, and it based on PZB model of service quality and customer satisfaction. This research assumes that personal background, the degree of access to digital opportunity centers, and personal digital level will have a significant impact on service quality .The results reveal that the users of the centers at Pingtung County E-ization Level 5 Township reacted positively to the service quality of the centers. The suggestions based on this study are shown as the following: 1.The provision of hardware equipment by the centers meet the needs of the users, but more attention should be paid to improve the "comfort of seating arrangements". 2.Most students are not satisfied with the "open time of the Digital Opportunity Center", so when planning the content of the education and training courses, try to arrange an appropriate class time. 3.According to the level of the students, the center should set up basic classes and advanced classes according to students’ level.