本研究的目的是在建構目前市場上汽車衛星導航所應用的電子地圖對使用者的服務品質指標。研究的對象是對地理、測量及編繪電子地圖有專長之學者、專家及業者等八位所做的專訪,經過調查、分析及歸納,利用層次分析法建構出電子地圖對汽車衛星導航的服務品質指標。經由二十位的專家問卷調查及配合三十位使用者以專家問卷調查,兩相比較分析之結果,導引出改善未來汽車衛星導航電子地圖應用的設計,使之能更貼近使用者的服務需求,提供使用者足夠的道路訊息和地理資訊,並提昇電子地圖在使用上的服務品質滿意水準。 最後針對汽車衛星導航的電子地圖服務品質建構一個標準,在不同的層面下,依照不同權重比,得到一個正確的改善服務品質方案與指標,並提供廠商針對各種不同服務品質層面,分析各項服務品質要點,作出結果與建議,期能提供汽車衛星導航電子地圖的廠商、生產汽車衛星導航業者、地理資訊業者及後續研究者,作為改善與研究的參考。
The purpose of this research is to build the electronic map service quality index for users on automobile satellite navigator of the market. This research is done by interviewing dozens of scholars, experts in geography, measurement and persons who edit and design the electronic maps. We investigated about eight scholars, analyzed and summed up all from this interview, and then adopted Analytic Hierarchy Process (AHP) to make the electronic map service quality index of the automobile satellite navigator. From this 20 scholars and 30 users of the analyses and results, we infer how the electronic map of automobile satellite navigator can be applied in design in the future to satisfy the consumers’ demand by offering them sufficient road and geographical information, in order to promote the satisfaction level in using the electronic map. From the above mentioned analyses, we can construct finally a standard on the electronic map service quality of the automobile satellite navigator and as a result, we obtained a valuable proposal and index to improve the service quality according to different levels and percentage. In addition, we offer to the manufacturer variant service aspects in different service levels, and therefore, from the analyzed result and suggestions, we expect to provide the reference information of improvement and studying for the manufacturers who produce electronic maps and the agencies who sell the productions of automobile satellite navigator.
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