在網際網路發達的現在,各產業紛紛把服務範圍延伸至在網際網路或電子設備儀器上,因此關於衡量E 化服務品質的研究也浩如煙海,然而針對E 化服務品質變異程度之衡量卻是相當缺乏,並且傳統衡量E 化服務品質的構面並不適合用來衡量E 化服務品質的變異程度,因此本研究的目的在於發展一量表來衡量E 化服務品質變異程度。 本研究利用訪談結果、文獻探討和專家意見之後制訂出初步的E 化服務品質變異程度衡量之題項與構面。之後經過問卷的施測,進而再利用探索性因素分析、信度分析和驗證性因素分析等的統計分析後,本研究所制訂的「E 化服務品質變異程度之衡量量表」最終是由資訊正確性、資訊完整性、系統穩定性、傳輸穩定性、商品品質、商品運送時間、商品運送效率等七個構面及二十個題項所組成。 本研究提出的「E 化服務品質變異程度之衡量量表」不同於先前的研究,是主要在觀察E 化服務品質變異的情形,在學術的意義上開啟了不同的新視野來關注E 化服務品質。再者也為眾多提供E 化服務的企業作為一監控服務品質變異程度的工具,進而提升E 化服務的服務水準,以期能提升企業獲利。
There are four characteristics of service: intangibility, inseparability, perishability and variability. One of the Service characteristics is “variability” that talks about because traditional service provided by people so that service quality can’t have a consistent performance. On the other hand, E-service has the standard process and rule to provide service to customer. So whether the service variability still exit in E-service and how to measure it that is our motivation in this research. According to the literature review, expert’s suggestion and interviews,we set out the dimensions and initially questionnaire. After Exploratory factor analysis and Confirmatory factory analysis, the scale of E-service quality variability is composed of 7 dimensions and 20 questions. The seven dimensions are “Information Accuracy”, “Information Completeness”, “Website System Stability”, “Data Transfer”, “Product Quality”,“ Speed of Product Delivery ”and“ Damage in Transit”. The scale also has good reliability and validity.