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題名 | 網際網路航空訂票系統服務品質之模糊觀點的綜合評估=Using Fuzzy Aggregate Evaluation Method on Measuring Service Quality of Internet Ticketing System |
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作者 | 黃添財; 黃文濤; 游軫嵐; | 書刊名 | 龍華科技大學學報 |
卷期 | 17 民93.07 |
頁次 | 頁45-58 |
分類號 | 448.6 |
關鍵詞 | 網際網路訂票系統; 重心法; 帶符號距離法; 綜合評估; 服務品質; Internet ticketing system; Centroid; Signed distance; Aggregate evaluation; Service quality; |
語文 | 中文(Chinese) |
中文摘要 | 傳統訂票方式主要是人工訂票、語音訂票,近年來網際網路的發展,亦應用在訂票系統上。網際網路訂票系統具有快速、便利、即時的優點,這些優點是傳統訂票系統所無法提供的。隨著消費者對服務品質的要求日漸提高,網際網路訂票系統業者也不斷評估並改善服務品質,以提高使用者之滿意程度。目前服務品質的評估方式,以抽樣問卷調查配合敘述統計方法分析者佔多數。這項方法只能就問卷內容的各個項目,求出其平均滿意程度,而無法整合出總體的滿意程度。使得服務品質評價亦因此無法相互比較。本論文綜合統計觀點與模糊觀點利用模糊綜合評估法評估服務品質,可有效的整合服務品質各評估因素以建構總體的評價流程,並計算出各個構面及總體評價結果。本研究的目的有下列三點:(1)建立以統計資料為基礎的網際網路訂票系統模糊綜合評估模式;(2)藉由重心法及帶符號距離法二種不同的解模糊化方法,分別評估網際網路訂票系統服務品質,以驗證模式的可行性;(3)經由此模式的建立,作為發展出一套可供網際網路服務業者評估服務品質的模糊綜合評估模式的基本架構。 |
英文摘要 | In the past, the traditional way of ticketing includes booking seats by manpower or through telephone. Nowadays, the Internet ticketing system (ITS) is also available because of the development of Internet. The ITS advantages which can not be offered by traditional way are quick response, convenient, immediately. In order to meet the customers' requirement of higher service quality, the providers of ITS need to improve the service quality at all times. Hence, how to enhance the service quality becomes the crucial issue in this matter. The aims of this paper are to: (1) Establish the fuzzy aggregate evaluation model of Internet ticketing system based on statistical data; (2) In order to identify the feasible of the model, we use both defuzzification method of centroid and signed distance to evaluate the service quality of Internet ticketing system respectively; (3) From this model construction, the providers of ITS can develop the basic structure of computerized fuzzy aggregate evaluation easily. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。