服務導向共享經濟之電子服務品質研究

E-Service Quality of Service-Oriented Sharing Economy

張家熒(Jia-Ying Chang)

指導教授 ： 皮世明

中原大學/商學院/資訊管理研究所/碩士(2016年)

https://doi.org/10.6840/cycu201600378

摘要

共享經濟服務出現，讓過去實體共享加入網路特性及服務導向形式，利用網路平台媒合消費者與消費者共享商品或服務，更注重其服務品質，使消費者能從中得到額外的利益與價值。有鑑於此，本研究以目前運行的共享經濟服務平台Airbnb為例，將共享經濟特性與電子服務品質分成網站品質、服務提供者品質以及服務本身的品質建構出一個測量模型，以問卷方式調查使用者電子服務品質之功利價值與享樂價值進而影響滿意度。研究結果發現，享樂價值大於功利價值、服務提供者與共享體驗的影響力最明顯以及社交的影響力是大於節省金錢。期待透過本研究之研究結果幫助企業或者創業者了解共享經濟服務平台之服務品質，可以有個服務品質衡量標準，使共享經濟能夠永續發展。

關鍵字

共享經濟 ； 網站品質 ； 服務提供者品質 ； 服務品質 ； 功利價值 ； 享樂價值

並列摘要

Sharing economy service appear, added network and service-oriented characteristic. Use of network platform matching consumers with consumers sharing. In this era, service quality is important. Consumers also benefit from the additional benefits and value. In this research, we use a case of Airbnb. It is a sharing economy service platform. We divided e-service quality to service platform quality, service provider quality and the quality of the service itself. We use survey to research their customer value and satisfaction. The results we found, users use of Airbnb housing they most care about is to get hedonic value. And they are more providers and sharing experience from the service to get the hedonic value. Expecting through this research help for sharing economy services care about. We hope this service quality measurement let sharing economy can sustainable development.

並列關鍵字

Sharing Economy ； Web Quality ； Service Provider Quality ； Service Quality ； Utilitarian Value ； Hedonic Value

參考文獻

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