智慧型手機與App應用程式的快速成長,對於智慧型手機的依賴與要求越來越高,App開發商如何改善服務品質,來提升使用者的滿意度與持續使用,是一個需要被重視的問題,本研究採用Parasuraman, Zeithaml, Berry(1988)所提出的PZB服務品質缺口模式及服務品質衡量模式(修改SERVQUAL量表),以有形性、可靠性、回應性、確實性及關懷性五大構面與使用者滿意度進行探討,本研究採用問卷調查方式,以使用者及即時交通資訊App開發商為研究對象,以社群網路及開發商訪問方式,共發出349份問卷,有效問卷為329份。 研究結果發現,使用者期望服務品質與實際服務品質感受有明顯的落差,實際服務品質感受低於期望服務品質,在整體使用者滿意度對實際服務品質有正相關,最後以研究分析結果提出建議,做為即時交通資訊App開發商日後開發相關App之參考,來減少服務品質的差異。
The blooming development of smart phones and various mobile software applications has increased the dependency and need on smart phones. This is always a hot topic for all App developers how to optimize the service quality to improve user satisfaction and Loyalty. .With the basis of the PZB gap model of service quality and measurement model of service quality (modified SERVQUAL scale) from Parasuraman, Zeithaml, Berry (1988) , the study investigation is carried out with five dimensions of Tangibility, Reliability, Responsiveness, Assurance and Empathy. To collect the feedback of user satisfaction with the research subject of real-time traffic information app developers , 349 questionnaires were sent by social network and public street survey by developers. The valid questionnaires were 329. The research results conclude a gap that users have higher expectation relatively on the d service quality. The result also implies a positive correclation between overall user satisfaction and actual service quality. By the end this research, suggested practices in conclusion of research results analysis are provided for real-time traffic information app developers as development reference for related apps in the futureand to minimize the gap in service quality.