使用模糊網路分析程序法評估部落格之服務品質

Evaluating Service Quality of Domestic Blog Using Fuzzy Analytic Network Process

楊佳純(Chia-Chun Yang)

指導教授 ： 胡宜中

中原大學/商學院/企業管理研究所/碩士(2009年)

https://doi.org/10.6840/cycu200901414

摘要

隨著網際網路的發展日趨成熟，各種創新服務不斷地觸發整體使用環境的改變，在網際網路應用中也由Web1.0演進至現今的Web2.0。Web2.0網路服務在不同的技術支援下，為使用者帶來許多的創新服務，如部落格、即時新聞、維基百科等，提供了各類型的資訊互動與分享的環境。這種聚焦於使用者「參與」和「互動」的Web2.0概念，儼然改變了過往使用者於網路中的資訊使用行為與習慣，使得人們同時是資訊內容的獲取者也是分享者，網際網路進入了以使用者為中心的新時代。
部落格具有簡單易用的特性，不僅可以用文字寫下心情筆記、活動記錄等包羅萬象的文字內容，還可加上照片、影片等多媒體檔案，因此吸引了大批部落客投入成立部落格的行列，再加上媒體報導的推波助瀾下，使用部落格已成為網友上網相當重要的活動。提供良好的網站服務品質才能讓使用者持續造訪，因此建構適合部落格服務品質的架構為相當值得探討的議題。考量部落格服務品質各構面間或準則間具有相依性，因此本研究使用網路分析程序法分析影響部落格服務品質的關鍵因素。
網路分析程序法中的成對比較矩陣屬於乘法偏好關係，在實務上不容易達成完整一致性。為改善此一缺點，可利用乘法遞移性產生具完整一致性之乘法偏好關係，其優點在於可使答題數從 減至(n-1)題。為反應受訪者對語義尺度的主觀認知，本研究依乘法型偏好關係提出可產生具一致性之模糊乘法型偏好關係。
經實證研究結果發現，使用者重視的構面為「系統可用性」與「效率」。在準則重要性方面，最重要的影響因素為「系統可用性」構面下的「系統正確運作」，次之為「效率」構面下的「網頁間連結快速」與「網站連結快速」。因此就使用者在使用過部落格之後所得到的服務品質之感受，將會影響其對該部落格是否有持續使用之意願。

關鍵字

網路分析程序法 ； 服務品質 ； Web2.0 ； 部落格

並列摘要

Along with the internet technologic has developed day by day, all kinds of innovated service has been touching off the changes of the whole environment for user online. The Internet applications evolved to Web2.0 from Web1.0. Web2.0 brings many innovated service for user online based on many different technique support, such as blog, Really Simple Syndication and Wikipedia, which also offers all kinds of environments that are for collaboration and sharing of information. The idea of Web2.0 which focuses on “participation” and “interaction” obviously changes the users online’s conduct and habit. It makes people not only can get information also can share it on the internet.
The Blog has an easy using character, it not only includes various content which not only can write on deep on note in words and activities recording, but also can add media film which are pictures and movies, therefore, it attracted many people to create their own blog and in the media incitant news report, using blog has been a very important activity for the users online. The website needs to offer a great service quality to attract users to visit continually, therefore, to build up a fit framework of Service Quality of Domestic Blog is an important issue that is worth to discuss. For the dependence of every aspect and criteria in Service Quality of Domestic Blog, so this proposal evaluated Service Quality of Domestic Blog Using Fuzzy Analytic Network Process.
In Analytic Network Process law's Pairwise comparisons matrixs belongs to consistent preference relations, is not easy in the practice to achieve the complete uniformity. In order to improve this shortcoming, may produce using multiplicative transitivity has consistent of preference relations complete uniform.The merit lies in may cause the answer number to reduce to topic by (n-1) topics.In order to respond that the participant to the semantic criterion's subjective cognition, this research according to consistent preference relations proposed may produce has fuzzy of consistent preference relations uniform.
In empirical verification, the user takes seriously the construction surface is system usability and efficiency. In the criterion important aspect, the most important influencing factor is system usability under the construction surface system operates correctly, the next best is efficiency under the construction surface between the homepage links fast and website links fast. Feeling which of the service quality therefore after having used tribe standard obtains on the user, will affect it to this tribe standard whether to have continually wish of the use.

並列關鍵字

Web2.0 ； Blog ； Service quality ； Fuzzy Analytic Network Process

參考文獻

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