網路知識社群服務品質評估模式建構之研究

A Study of Service Quality Evaluation Model for Virtual Knowledge Communities

線上服務品質是維持網路知識社群經營成效的關鍵議題。然而在文獻上，衡量網路知識社群服務品質的評估模式仍然相當缺乏。因此，本研究藉由網站服務品質相關文獻的分析與彙整，並考量網路知識社群經營特性，將網路知識社群服務品質評估準則分為網站設計、可靠性、回應性、信任度、個人化、資訊品質等六個衡量構面，並結合模糊理論與層級分析法，以群體協同評估的決策方式，提出一套完整的網路知識社群服務品質評估模式。最後，導入網路知識社群個案實例，以驗證評估模式的可行性與實用性。

Service quality has been recognized as one of the most important factor for virtual knowledge communities. However, few studies have been published which evaluate the service quality of virtual knowledge communities. Based on the related literature on the website service quality and characteristics of virtual knowledge communities, this study divide the service quality evaluation dimensions into website design, reliability, responsiveness, trust, personalization, and information quality. Moreover, this study develops a service quality evaluation model of virtual knowledge communities by combing fuzzy integral and analytic hierarchy process (AHP) and applying group evaluation to improve evaluation quality. Finally, this study adopts a case study to confirm the feasibility and practicality derived from this evaluation model.