隨著台灣資訊科技系統大廠往自有品牌方向發展，接受委託代工製造業務之營運比重減少，自有品牌產品業務比重逐漸增加，然而發展自有品牌與替他人代工製造服務的新產品開發模式有所差異，自有品牌產品的產品規格與概念多半需由廠商自行定義，若只是參考他人之產品規格發展新產品，則生產出來的產品無特殊性，消費者的品牌印象與品牌認同也不強，並不符合發展自有品牌的目標；而若觀察全球資訊科技的品牌大廠，SONY與Apple皆有其成名代表作，代表作品皆為自行定義產品規格與概念的創新產品，而如何發想創新產品的概念遂成為本研究的研究目的。 近年來台灣電腦公司華碩，與日本遊戲機公司任天堂相繼在2006年及2007年推出足以對公司品牌印象貢獻良多的代表產品，遂成為本研究的研究對象，藉由對兩家公司的質性個案研究，蒐集與整理次級資料，並佐以公司訪談彌補次級資料不足的部分，嘗試找出這兩家雖屬不同產業的公司，在什麼市場環境背景下，新產品開法團隊如何發想新產品概念。而於研究結果發現，個案公司發起新產品開發專案皆有改變市場競爭狀況的動機，並期望用新產品創造新的市場，藉由在先進入新市場獲得優勢而爭強自己的市場競爭力；且當時市場上既有產品的某項屬性有性能過度提供的情形，因此個案公司跳脫產業對該產品屬性原有的技術路徑規畫，及性能與功能的追求，以使用者為中心，參考市場上既有產品的產品屬性及市場反應，與產品開發者獲取的使用者資訊發想產品概念。雖初期沒有外部使用者介入，但由於產品開發者同時具有使用者的身分，加上產品開發者平時對於使用者生活型態與行為多有觀察，或是在新產品開發後期，將測試原型提供給一般使用者試用，從此兩方面陸續取得使用者資訊；另外，個案公司若沒有強烈「與別人不同」的企業文化，獨立於原有組織主流運作方式與文化，且由跨部門成員組成的新產品開發團隊，將有助於產品創新。 / As Taiwan's information technology systems manufacturers to develop its own brand business, and the proportion of the OEM & ODM business gradually decreased as the proportion of own-brand business increased, but the way to develop new products in own-brand business is quite different from the way in OEM business, a innovative own-brand manufacturers usually generate the new product concepts or specifications by itself to make differentiation from other competitors. If someone just follow the concepts or specifications written on the orders by clients or imitating what others have done before, the new products are non- uniqueness to consumers, and firms can’t build strong consumer brand image and brand identity, does not comply with the objectives of the development of own-brand. Taking a look at global brand IT firms like SONY and Apple, we can find that they have their representative products, and the concepts and specifications of products are generated and defined by firms their self. Thus, how to make concepts of innovative products becomes the purpose of this study. In recent years, Taiwan's computer company ASUS launched its new product in 2007,and the Japanese gamesole company Nintendo launched its new product in 2006, both products were successful and made a great impact on the market, contributed so much to their brand image, and became each firm’s representative product. So these two products are qualified to be the cases of this study. For these two cases, the use of qualitative case study approach, through the collection of secondary data and interviews with company information to make up for lack of secondary data, trying to find out the new product development team of these two companies how to generate concepts of new product and the relation between new product development project and market environment at that time. The result of this study indicate that two companies both have motivations to change their market competition, want to create new markets then enter new markets through earlier access to get advantage and enforce market competitiveness. Some dimension of products already on the market in technology performance oversupply situation at that time, so the case companies are user-centered rather than following the industry usual technology planning path of pursuing performance and function, taking the consumer responses and concepts of products already on market as reference and the user information obtained by new product developer to generate product concepts. Although there is no user involved in the beginning of new product development, developer also can get user information because they also represent a kind of user, observe user daily lifestyle and even hold a user test with prototype in the later of new product development. Furthermore, the study results also indicate that if there is no strong corporate culture like “like no others”, a new product development team which is independent of the mainstream mode of operation of the existing organization and culture, and with cross-department members will contribute to product innovation.

「企業電子化」在網路企業時代中成了提高核心競爭力的主要關鍵。學校在全球化浪潮及少子化的衝擊下，也正處於日益競爭的教育市場中。而長久以來，一直存在IT服務品質不佳的問題， 1980年代晚期英國政府因此開發出一套全面性服務管理標準，ITIL。 　　曾有學者指出，大學生對學校經驗不滿意者共占51.4%，而其中一項「校園資訊服務」滿意度倒數第三。綜觀資訊服務管理的演進與校園e化的發展，本研究想了解使用者注重的服務有哪些，最需先改善哪些項目。 　　透過單一個案研究法，對個案學校進行資料蒐集，從分析資料中可以發現，資訊服務的提供者與使用者在滿意度上存在相當程度的落差。最後視資訊服務提供者現況並參考ITIL機制，給予資訊服務改善的建議，並適度調整服務等級，以逐步建立資訊服務整體規劃。

資訊管理文獻中，對於電子商務環境的顧客資訊滿意度衡量模式甚少探討。目前文獻中的使用者資訊滿意度(UIS)，以及使用者自建系統滿意度(EUCS)兩種衡量模式，主要是適用於「傳統資料處理環境」或是「使用者自建系統環境」。因此，本研究將發展一個適用於「數位產品網路行銷環境」的顧客資訊滿意度衡量模式。首先，本研究探討了網站顧客資訊滿意度(WCIS)的概念性定義，作者從文獻中歸納出初步的顧客資訊滿意度衡量構面與問項，並透過訪談、焦點群體、先導研究等方法來加以補充與調整。再者，本研究也說明了量表問項產生過程、資料蒐集方法、以及純化測量的步驟。作者並運用兩個配額樣本來進行探索性因素分析以及驗證性因素分析，其中嚴謹地檢驗了顧客資訊滿意度衡量模式的信度、內容效度、效標關聯效度、收歛效度、區別效度，以及法理效度。最後，本研究探討了顧客資訊滿意度衡量模式在實務界與學術界的應用方式，並討論了本研究所面臨的若干限制，同時提出一些未來可以進一步研究的方向。作者希望本研究所提出的顧客資訊滿意度衡量模式，未來可以被其他研究人員用來發展網路行銷或電子商務理論。 CHAPTER 1. INTRODUCTION….………………………………………….….…1 CHAPTER 2. DOMAIN OF WEB CUSTOMER INFORMATION SATISFACTION ……………………………………………………………………..4 2.1 The Focus of This Study…………………………………………….…..…….4 2.2 The Impact of E-commerce on the Business Process of DPSPs….……….…..5 2.3 Instruments for Measuring User Information Satisfaction (UIS) and End-User Computing Satisfaction (EUCS)…….……………..……………….6 2.4 The Conceptual Definition of Web Customer Information Satisfaction ….…..9 2.5 The Theoretical Framework for Assessing WCIS……………………….…..12 2.6 Service Quality versus Customer Satisfaction………………………….……14 CHAPTER 3. GENERATION OF SCALE ITEMS……….……………………...16 3.1 Generation of Initial Item List……………………………………………...16 3.2 Pilot Study…………………………………………………………………....17 CHAPTER 4. SCALE PURIFICATION AND EXPLORATORY FACTOR ANALYSIS…...…………………………………………………………..19 4.1 Sample and Procedure……………………………………………………….19 4.2 Item Analysis and Reliability Estimates……………………………………..20 4.3 Identifying the Factor Structure of the WCIS Construct…..…………………21 4.4 Reliability…………………………………………………………………….23 4.5 Content Validity………………………………………………………………25 4.6 Criterion-Related Validity……………………………………………………25 4.7 Reliability and Criterion-Related Validity by Type of Web Site……………..26 4.8 Discriminant and Convergent Validity……………………………………….27 4.9 Nomological Validity………………………………………………………...28 CHAPTER 5. THE CONFIRMATORY FACTOR ANALYSIS OF THE WCIS INSTRUMENT………………………………………………...……………30 5.1 Need for Confirmatory Analysis………………………………………….….30 5.2 Methods……………………………………………………………………....33 5.3 Data Collection for Confirmatory Analysis………………………………….41 5.4 Alternative Models…………………………………………………..……….43 5.5 Criteria for Comparing Model-Data Fit…..………………………………….46 5.6 Checks for Statistical Assumptions………………………………………….49 5.7 Estimation Method…………………………………………………………...50 5.8 Results………………………………………………………………………..50 5.9 Assessment of Reliability and Validity………………………………………55 5.10 The Measurement of Service Quality……………………………………….60 5.10.1 The Development of SERVQUAL and IS-adapted SERVQUAL………61 5.10.2 Refinement of an EC-adapted SERVQUAL…………………………...66 5.11 Research Findings for Confirmatory Analysis……………………………...72 5.11.1 Findings for Question One……………………………………………72 5.11.1 Findings for Question Two……………………………………………74 5.12 Comparison of Underlying Dimensions Between UIS, EUCS and WCIS…………………………………………………………………..76 CHAPTER 6. IMPLICATIONS………….………………………………………..77 6.1 Implications for Practice……………………………………………….....….77 6.2 Implications for Research.……………………………………………………79 CHAPTER 7. CONCLUSION……..………………………………………………81 REFERENCE……………...………………………………………………………..83 GLOSSARY…………………………………………………………………………95 APPENDIX A Measurement of Web Customer Information Satisfaction – Forty-Three Items Used in the Pilot Study…………………………………………...97 APPENDIX B Observed Correlation Matrix of WCIS Instrument in Confirmatory Analysis..……………………………………………………………....99 APPENDIX C Observed Correlation Matrix of Initial EC-SERVQUAL Instrument…………….……………………...………………………………………100 APPENDIX D The LISREL Program for WCIS Model 1……..…………………...101 APPENDIX E The LISREL Program for WCIS Model 2.……….………………...102 APPENDIX F The LISREL Program for WCIS Model 3...………………………...104 APPENDIX G The LISREL Program for WCIS Model 4..………………………...105 APPENDIX H The LISREL Program for EC-SERVQUAL Model 1.…………….106 APPENDIX I The LISREL Program for EC-SERVQUAL Model 2.…………….107 APPENDIX J The LISREL Program for The Structural Model Between WCIS and EC-SERVQUAL Measures………………………………..………………...108 ABOUT THE AUTHOR…………………………………………………………...110 / MIS literature has not addressed the measurement of web customer information satisfaction (WCIS) in electronic commerce. Current models for measuring user information satisfaction (UIS) and end-user computing satisfaction (EUCS) are perceived as inapplicable as they are targeted primarily towards either conventional data processing or the end-user computing environment. This study develops a comprehensive model and instrument for measuring customer information satisfaction for web sites that market digital products and services. This paper first discusses the concepts and definitions of WCIS construct from the literature. The researcher summarizes his findings in a theoretical framework. Based on this framework, the researcher develops a measurement instrument to measure web customer information satisfaction. The procedures used in generating items, collecting data, and purifying a multiple-item scale are described. The researcher has carefully examined evidences of reliability, content validity, criterion-related validity, convergent validity, discriminant validity, and nomological validity by analyzing data from two quota samples. The potential applications for practitioners and researchers are then explored. Finally, the researcher concludes this study by discussing limitations and potential future research. The researcher hopes that the proposed WCIS instrument with good reliability and validity can be used by other researchers to develop and test Internet marketing and EC theories in the future.