Responsive image
博碩士論文 etd-0708114-112030 詳細資訊
Title page for etd-0708114-112030
論文名稱
Title
台灣國家風景區觀光旅遊網站品質與滿意度之研究
Tourism Website Quality and Satisfaction of National Scenic Areas in Taiwan
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
86
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2014-07-01
繳交日期
Date of Submission
2014-08-13
關鍵字
Keywords
臺灣國家風景區、網站品質、滿意度、資訊系統成功模式、期望確認理論、IS持續使用模式
Web Quality, Satisfaction, Expectation-Confirmation Theory, The National Scenic Area in Taiwan, Information Systems Success Model, Post-Acceptance Model of IS Continuance
統計
Statistics
本論文已被瀏覽 5890 次,被下載 1272
The thesis/dissertation has been browsed 5890 times, has been downloaded 1272 times.
中文摘要
臺灣地區海岸綿長、高山林立、島嶼分佈、自然資源豐富,由於地層板塊不停的運行,造成臺灣複雜多變的地形地貌、高山、島嶼、縱谷等景觀豐富,為維護優美自然景觀與保護生態,目前臺灣有13個國家風景區將全臺灣精華的自然美景和觀光資源集合在內。
因緣網際網路與電子商務應用模式的發展,為推廣國際觀光,13個國家風景區管理皆打造各具特色的觀光旅遊網站,強調遊憩據點的特色、品質、旅遊資訊服務以及交通系統的整合,使「臺灣」之名備受世界肯定,由於現今使用者依賴網路取得資訊程度愈來愈高,然而網站實際設計完後,使用者是否真的滿意或網站優劣並未深入探討,目前國家風景區網站品質仍以行政院研考會所規範的網站建置標準設計,並每年以內評方式進行考核,為了了解國家風景區每年投入的網站維運預算建置觀光旅遊網站,網站品質是否能讓使用者真的滿意,本研究利用資訊系統成功模式與期望理論、IS持續使用模式,驗證期望、確認程度、網站品質、知覺有用性與滿意度是否會影響使用者持續使用意圖,研究結果顯示,影響滿意度以知覺有用性為最大變項,網站品質為次要,使用者認為國家風景區觀光旅遊網站所設計的資訊、內容、服務是否符合個人需求,才是影響滿意度並持續使用最大的因素。
Abstract
The Taiwan region features winding coastlines, steep mountain ranges, outlying islands and abundant natural resources. Constant tectonic motion and friction have endowed Taiwan with a highly diverse landscape which includes mountains, islands and canyons. To preserve the elegant natural landscapes and their ecology, Taiwan currently has 13 National Scenic Areas (NSA) to cover most representative natural landscapes and tourism areas.
In response to developments of the internet and e-commerce, all 13 NSA Administrations have created their own tourist websites to introduce the features, quality, tourism and traffic information. As these websites are attracting an increasing number of visitors, users’ satisfaction with the NSA websites or the websites’ strengths and weaknesses are important issues that need to be thoroughly investigated. At present, the design quality of the National Scenic Area websites is still based on the website construction standards defined by the National Development Council, and is reviewed annually through internal evaluation. The NSA Administrations appropriate budget to maintain and operate these websites. In order to understand whether or not the websites’ quality actually satisfies the visitors, this research adopts the Information Systems Success Model, along with the Expectation confirmation Theory and the Information Systems Continuance Model, to examine whether the expectancy, confirmation degree, website quality, perceived usefulness and satisfaction will influence the users’ intention to continue use. A questionnaire survey was conducted to collect data. The results indicate that perceived usefulness is the most important variable that influence usr satisfaction, whereas the websites’ quality came in second. The users indicate that, the extent to which the information, content, and services offered by the NSA tourism websites meet their needs, is actually the major factor influencing their satisfaction and continued use.
目次 Table of Contents
第一章緒論1
第一節研究背景1
第二節研究動機4
第三節研究目的6
第四節研究流程7
第二章文獻探討8
第一節國家風景區定義網站設計標準與特性8
第二節國家風景區觀光旅遊網站自我檢測作業規範12
第三節資訊系統成功模式17
第四節期望確認理論33
第三章研究方法41
第一節研究架構與假說41
第二節操作性變數定義及衡量43
第三節研究對象及抽樣方法46
第四節資料分析方法46
第四章研究結果47
第一節敘述性統計分析47
第二節信效度分析53
第三節整體驗證模式58
第五章結論與建議61
第一節研究結論61
第二節研究限制63
第三節研究貢獻64
第六章參考文獻65
參考文獻 References
一、中文部分
1.國家發展委員會政府網站營運交流平台http://webguide.nat.gov.tw
2.王祖健(2003),網站技術、服務品質及購買成本對於網路商店顧客滿意度與忠誠度之影響,國立成功大學國際企業研究所碩士論文。
3.呂怡緯(1999),入口網站服務品質之研究-以搜尋網站為例,國立台灣科技大學企業管理系碩士論文,台北。
4.李敏正(2003),延伸計劃行為理論以預測WWW持續使用之研究,國立高雄第一科技大學資訊管理研究所碩士論文。
5.周泰華、黃俊英、郭德賓 (1999),服務品質與顧客滿意評量模式之比較研究,輔仁管理評論,3月,第六卷第一期,頁37-68。
6.林明遠(2003),入口網站服務品質及顧客滿意之研究,國立中山大學企業管理系碩士論文。
7.洪新原、張麗敏、劉淑娟(2010年),應用差異理論探討資訊系統使用者 滿意度之研究:不同使用者觀點之比較,資訊管理學報,17卷,2期,P.57-P.82。(TSSCI)。
8.徐樁輝 (1997),網際網路線上服務品質評估模式之探討,國立台灣科技大學企業管理研究所碩士論文 。
9.翁崇雄 (1991),提昇服務品質策略之研究,臺大管理論叢,2(1),41-81。
10.翁翠鍰(1999),網際網路服務品質構面之探討-以專業財經資料庫為例,國立台灣大學商學系碩士論文,台北。
11.國家發展委員會政府網站營運交流平台http://webguide.nat.gov.tw
12.張耀乾 (1996),資訊系統衡量指標之實證研究, 私立東海大學企業管理研究所碩士論文。
13.陳怡君(2006),資訊品質、系統品質對業務人員CRM使用、滿意度影響之研究-以人壽公司為例,中原大學資訊管理系碩士論文。
14.陳煜鑫(2003),使用解構之期望符合論探討 WWW 持續使用之影響因素,高雄第一科技大學資訊管理系碩士論文
15.彭淑媛(1998) ,網路購物商店服務品質與再購意願之實證研究,實踐大學企業管理研究所。
16.黃文楷(2007),探討 Blog 使用者持續採用行為之研究—以期望確認理論為基礎,國立高雄第一科技大學資訊管理所未出版之碩士論文。
17.楊淑鈞(2000),電子商務服務品質與消費者購買意願關係之研究,銘傳大學國際企業管理研究所碩士論文。
18.廖瑞榮(1999),提升企業網際網路線上服務服務品質之研究-以證券經紀業為例,國立台灣大學資訊管理系碩士論文,台北。
19.蔡玉娟、梁家銘(2009),「以資訊系統成功模式及科技接受模式探討國小學生健康資訊管理系統之研究」,高雄師大學報,27期,35-39頁。
20.鍾依珍(2001),資訊系統功能績效之實徵性研究,中原大學資訊管理學系未出版碩士論文。
21.蘇雲華(1996),服務品質衡量方法之比較研究,國立中山大學企業管理研究所博士論文。

二、英文部分
1.Aladwani, A. M. and Palvia, P. C., 2002, “Developing and Validating an Instrument for Measuring User-Perceived Web Quality”, Information & Management, Vol.39, No.6, pp.467-676.
2.Bailey, J. E., and Pearson, S. W. (1983). “Development of a Tool for Measuring and Analyzing Computer User Satisfaction”. Management Science, 29(5), 530-545.
3.Bailey, J.E., and Pearson, S.W. (1983),”Development of a tool for measuring and analysing computer user satisfaction,” Management Science (29:5), pp 530-545.
4.Barnes, S. J., and Vidgen, R. (2001). “An evaluation of cyber-bookshops: The WebQual method,” International Journal of Electronic Commerce, 6(1), 11-30.
5.Belardo, S. and Karwan, K. R. and Wallace, W. A (1982),DSS Component Design Through Field Experimentation:An Application to Emergency pp:93-108. Management, Proceedings of the Third International Conference on Information Systems.
6.Bhattacherjee, A., 2001a, “Understanding Information Systems Continuance: An Expectation-Confirmation Model”, MIS Quarterly, Vol.2, No.3, pp.351-370.
7.Bhattacherjee, A., 2001b, “An Empirical Analysis of the Antecedents of Electronic Commerce Service Continuance”, Decision Support Systems, Vol.32, No.2, pp.201-214.
8.Cardozo, R. N., 1965, “An Experimental Study of Consumer Effort, Expectation and Satisfaction”, Journal of Marketing Research, Vol. 2, pp.44-249.
9.Christy M. K. Cheung and Christy M. K. Cheung.(2006),'Understanding consumer trust in Internet shopping: A multidisciplinary approach',Journal of the American Society for Information Science and Technology,Vol. 57, pp 479-492
10.Churchill, G.A. and Surprenant, C. (1982), "An investigation into the determinants of customer satisfaction," Journal of Marketing Research, 19(4), 491-504.
11.Davis, F. D. (1989),”Perceived usefulness, perceived ease of use, and user acceptance of information technology,” MIS Quarterly, 13(3), 319-340.
12.Davis, F.D., Bagozzi, R.P., et al. (1989). "User Acceptance Of Computer Technology: A Comparison Of Two Theoretical Models," Manage Sci, Vol. 35(8), pp. 982, 1989.
13.DeLone, W. H. & McLean, E. R. (2003). “The DeLone and McLean Model of nformation System Success: A Ten-Year Update,” Journal of Management Information Systems, 19(4), 9-30.
14.DeLone, W. H., and McLean, E. R., “Information System Success: The Quest for the Dependent Variable,” Information Systems Research (3:1), 1992, pp. 60-95.
15.DeLone, W.H., Nancy, C.S., and Fred, N. "Sources of dissatisfaction in end -usersupport: An empirical study," Database for Advances in Information Systems (33:2), 2002, pp 41-55.
16.Doll, W. J., and Torkzadeh, G. (1988),”The measure of end-user computing satisfaction,” MIS Quart, 12(2), 259-274.
17.Engel, J. F., R. D. Blackwell and P. W. Miniard (1995), Consumer Behavior,”8th Edition, Dryden Press, Texas.
18.Fishbein, M. and I. Ajzen (1975), “Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research,” Addison-Wesley Reading, MA.
19.Fornell C. (1992), “A National Customer Satisfaction Barometer: The Swedish Experience,” Journal of Marketing, Vol.56, pp. 6- 21.
20.Fornell, C. R. and Larcker, F. F. (1981), “Structural Equation Models with Unobservable Variables and Measurement Error,” Journal of Marketing Research, 18, pp.39-51.
21.Grönroos, C. (1990), "Relationship Approach to Marketing in Service Contexts: The Marketing and Organizational Behavior Interface", Journal of Business Research 20(1):3–11.
22.Hair, J.F. Jr., Anderson, R.E., Tatham, R.L., Black, W.C.(1998), Multivariate Data Analysis(5thed.),Englewood Cliffs, NJ:Prentice-Hall.
23.Hamilton, S., and Chervany, N. (1981),” Evaluating Information System Effectiveness. Part 1 Comparing Evaluation Approaches,” MIS Quarterly, 5(3), 55-69.
24.Hedvall, M-B., Paltschik, M. (1989), "An investigation in and generation of service quality concepts" Marketing Thought and Practice in the J 990s, European Marketing Academy, Athen ,pp.473-83.
25.Hempel, D. J. (1977). Consumer satisfaction with the home buying process:Conceptualization and measurement. In H. K. Hunt (Ed.), The conceptualization of consunmer satisfaction and dissarisfaction 2:85-96. Cambriage, Massachusetts:Marketing Science Institute.
26.Ho, C., and Wu, W,(1999),ìAntecedents of consumer satisfaction on the Internet: an empirical study of online shopping,î Proceedings of the 32nd Hawaii International Conference on System Sciences, 1999.
27.Howard, J. A., and Sheth J. N.,(1969), The Theory of Buyer Behavior, New York: John Wiley and Sons.
28.Hunt, H. K.,(1977), “CS/D-Overview and Future Research Direction,” in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, H. Keith Hunt, ed. Cambridge, MA: Marketing Science Institute.
29.Iivari, J. and Koskela, E.,(1987), “The PIOCO Model for Information Systems Design”, MIS Quarterly, Vol.11, No.3, pp.401-419.
30.Ives, B. and Olson, M. H. (1984), "User Involvement and MIS success: A review of research," Management Science, 30(5), 586-603.
31.Janda, S., Trocchia P. J. and Gwinner, K. P. (2002), “Consumer Perceptions of Internet Retail Service Quality”, International Journal of Service Industry Management, Vol. 13 No. 5, pp. 412-431.
32.Jarvenpaa, S. L. and P. A. Todd (1997), “Consumer Reactions to Electronic Shopping on the World Wide Web,” International Journal of Electronic Commerce, 1(2): 59-88
33.Jeong, M., and Lambert, C. U. (2001),” Adaptation of an information quality framework to measure customers’ behavioral intentions to use lodging websites”,International Journal of Hospitality Management, 20(2), 129-146.
34.Kettinger, W. J., and Lee, C. C.(1995), “Perceived Service Quality and User Satisfaction With the Information Services Function,” Decision Sciences, Vol. 25, No. 5-6, pp. 737-765.
35.Kotler, P. (1997), “Marketing Management: Analysis, Planning, Implementation and Control,” 9th Edition, Prentice-Hall, Upper Saddle River, NJ.
36.Kotler, P. (2003). Marketing management (11th ed.). New Jersey: Prentice Hall.
37.Latour, S. A. and Peat, N. C., 1979, “Conceptual and Methodological Issues in Consumer Satisfaction Research”, Advances in Consumer Research, Vol.6, No.14, pp.431-437.
38.Lewis, R. C. and B. H. Booms (1983), “The Marketing Aspects of Service Quality,” In L. Berry et. al. eds., Emerging Perspectives on Services Marketing, American Marketing Association, Chicago, IL: 99-107.
39.Li, Y. N., K. C. Tan and M. Xie (2002), “Measuring Web-based Service Quality,” Total Quality Management, 13(5): 685-700.
40.Li., E. Y.,(1997), "Perceived Importance of Information System Success Factors: A Meta Analysis of Group Differences," Information & Management, Vol. 32,No. 1 , pp. 15-28, The Netherlands.
41.Liu, C. and K. P. Arnett (2000), “Exploring the Factors Associated with Web Site Success in the Context of Electronic Commerce,” Information and Management, 38(1): 23-34.
42.Lociacono, E., R. T. Watson, and D. Goodhue (2000), “WebQual™: A Web Site Quality Instrument,” Working Paper, Worcester Polytechnic Institute.
43.Madu, C.N. and Madu, A.A. (2002). Dimensions of e-quality. International Journal of Quality and Reliability Management, 19(3), 246-259.
44.McKinney, V., K. Yoon and F. M. Zahedi (2002),”The measurement of web-customer satisfaction: An expectation and disconfirmation approach”, Information Systems Research, 13(3),296-315.
45.Miller, J. A. (1977),Exploring satisfaction, modifying models, elicing expectations, In H. K. Hunt (Ed.), Conceptualization and measurement of consumer satisfaction and dissatisfaction 5:72-91.Cambridge, Massachusetts: Marketing Science Institute.
46.Miller, J., and Doyle, B. A. (1987),”Measuring the Effectiveness of Computer-Based Information Systems in the Financial Services Sector”, MIS Quarterly, 11(1), 107-124.
47.Molla, A. and Licker, P. S.(2001), “E-Commerce Systems Success: An Attempt to Extend and Respecify the DeLone and McLean of IS Success,” Journal of Electronic Commerce Research, Vol. 2, No. 4, pp. 131-141.
48.Myers, B. L., Kappelman, L. A., Prybutok, V. R. (1997),”A comprehensive model for assessing the quality and productivity of the information system function toward a theory for information system assessment”, Information Resources Management Journal, 6-25.
49.Niederman, F., Brancheau, J. C., and Weatherbe, J., “Information Systems Management Issues for the 1990s,” MIS Quarterly (15:4), 1991, pp. 475-500.
50.Oliver, R. L. (1980),”A cognitive model for the antecedents and Consequences of satisfaction”, Journal of Marketing Research ,17, 460-469.
51.Oliver, R. L.(1981),” Measurement and Evaluation of Satisfaction Processes in Retail Settings”, Journal of Retailing, 5(3),25-48.
52.Oliver, R. L.,(1997), Satisfaction: A Behavioral Perspective on the Consumer, New York: McGraw-Hill.
53.Oliver, R.L., Rust, R.T., and Varki, S. (1997),”Customer Delight: Foundations, Findings and Managerial Insight”, Journal of Retailing, 311-336.
54.Olshavsky Richard and John A. Miller (1972), “Consumer Expectations, Product Performance, and Perceived Product Quality”, Journal of Marketing Research, Vol. 9, (Feb), pp. 19-21.
55.Olson, Jerry C. and Philip Dover (1976), Effects of Expectations, Product Performance and Disconfirmation on Belief Elements of Cognitive Structures, in Advance in Consumer Research, Association for Consumer Research.
56.Palmer J.W. (2002).” Web Site Usability, Design, and Performance Metrics”, Information System Research, 13(2), 151-167.
57.Parasuraman, A., V. A. Zeithaml and L. L. Berry (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49(Fall): 41-50.
58.Parasuraman, A., V. A. Zeithaml and L. L. Berry (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, Spring, 64(1): 12-40.
59.Parasuraman, A., Zeithaml, V. A., and Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal Service Research, 7(3), 213-233.
60.Pitt,L.F., Watson, R.T., and Kavan, C.B.(1995),” Service Quality : A Measure of InformationSystemsEffectiveness.”MISQuarterly.Vol. Vol. 19. No.2.pp.173-187.
61.Seddon, P.B. "A Respecification and Extension of the DeLone and McLean Model of IS Success," Information Systems Research (8:3), 1997, pp 240-253.
62.Shannon, C. E., and Weaver, W. (1949). The Mathematical Theory of Communication. Urbana, IL:University of Illinois Press.
63.Sigwart, Charles D., Gretchen L. Van Meer, and John C. Hansen, (1990),Software Engineering: A Project Oriented Approach.
64.Srinivasan, A. (1985).” Alternative measures of system effectiveness: Associations and implications”, MIS Quarterly, 9(3), 243-253.
65.Swan and Trawick (1981), Disconfirmation of expectations and satisfaction with a retail service, Journal of Retailing, (57: 3) , pp.49–67.
66.Watson, Sharon (1998), Getting to aha! Computerworld, Vol.32, No.4, Jan 1998.
67.Woodside, A. G., Frey, L. L. and Daly, R. T. (1989), “Linking Service Quality, Customer Satisfaction and Behavioral Intention”, Journal of Health Care Marketing, Vol. 9, pp. 5-17.
68.Xie, M., H. Wang and T. N. Goh (1998), “Quality dimensions of Internet search engines”, Journal of Information Science, Vol. 24, No. 5, pp.365-372.
69.Yang, Z. and Jun, M. (2002), “Consumer perception of e-service quality: from Internet purchaser and non-purchaser perspectives”, Journal of Business Strategies, Vol. 19 No. 1, pp. 19-41.
70.Zeithaml, V. A., A. Parasuraman and A. Malhotra (2000), “e-Service Quality: Definition, Dimensions and Conceptual Model,” Working Paper, Marketing Science Institute, Cambridge, MA.
71.Zeithaml, V. A., A. Parasuraman and A. Malhotra (2002), “Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge,” Journal of the Academy of Marketing Science, 30(4): 362-375.
72.Zeithaml, V. A., M. J. Bitner (1996). Services Marketing, New York :McGraw-Hill.
73.Zmud, R. W. (1978). “An Empirical Investigation of the Dimensionality of the Concept of Information,” Decision Sciences, 9(2), 187-195.
電子全文 Fulltext
本電子全文僅授權使用者為學術研究之目的,進行個人非營利性質之檢索、閱讀、列印。請遵守中華民國著作權法之相關規定,切勿任意重製、散佈、改作、轉貼、播送,以免觸法。
論文使用權限 Thesis access permission:自定論文開放時間 user define
開放時間 Available:
校內 Campus: 已公開 available
校外 Off-campus: 已公開 available


紙本論文 Printed copies
紙本論文的公開資訊在102學年度以後相對較為完整。如果需要查詢101學年度以前的紙本論文公開資訊,請聯繫圖資處紙本論文服務櫃台。如有不便之處敬請見諒。
開放時間 available 已公開 available

QR Code