| Summary: | 碩士 === 國立臺北科技大學 === 商業自動化與管理研究所 === 89 === ABSTRACT
The promoting real competitive strength is the key factor in order to adapt to environment change with businesses. Owing to businesses is in information and knowledge economy age, and the Internet users represent the demand properties of multi-varied, multi-patterns and personalization, the Customer Relationship Management (CRM) is already to be a hot topic. Therefore, the all kinds of industries meet a great challenge, the whole new or Internet one is also too.
Today, service has raised to be a strategic consideration and important task of business for promoting competitive and sustaining long customer relationship. In general portal industry, quality of service has existed a critical relation about a business successful or fail between customer relationship and service. The lack of relevant literatures about the application of quality satisfaction and Analytic Hierarchy Process (AHP), so this study implement the interview and investgating of service quality according to the general portal like Yahoo! Kimo etc., and users (for college students), respectively. In this study, constructing a Co-basis and Dual-ends of Hierarchy Architecture for Objective Feedback (CDHAOF) is to analysis and compute weights of quality satisfaction on factors. More, it can be getting the difference and comparison on level score of quality satisfaction between portal and users. The discoveries can be a decision making and benchmark of business in paranoid age.
The results of this study: 1. Users represent Service Quality (SQ), Customer Satisfaction (CS) and Inno-Value (IV) of satisfying in almost balance. For free service has been respected today, and another one, reliable and convenience of quality demand have more priority than others. 2. The level score of SQ, CS and IV with respect to users have a little difference. And through computing the end level score of quality satisfaction with respect to users is lower than one with respect to portal. To conclude, evalutaion of service quality should be considered that factors include SQ, CS, IV, and more other distinct level in e-generation. Moreover, the portal can sustain competitive strength by way of providing higher quality satisfaction.
Keywords: Portal, Service Quality, Dimensions of Service Quality, Satisfaction of Service Quality, Analytic Hierarchy Process
|
|---|
