近年來全球學習華語文蔚為風潮，且隨著資通訊科技和網路快速發展，華語文教學更逐漸向「數位學習」發展。臺灣僑務委員會為提供海外華僑及外籍人士學習華語文，設立「全球華文網」，該網站至2011年為止已突破四千萬的瀏覽人次，使用者眾。本研究即以「全球華文網」為研究個案，旨在探討該網站的優使性，進而歸納網站的優勢和尚待改進之處。希望透過本研究了解華語文教學網站使用者平日需求，及理想的網站應具備哪些功能，對未來建置類似的華語文教學網站時有所助益。 本研究之研究目的可分為以下四項：(一)探討華語文教學網站的內容和網站使用者需求。(二)探討優使性評估定義與優使性測試方法。(三)探討華語文教學網站之優使性及使用者滿意度。(四)分析使用者優使性評估結果，找出網站缺失與改善方向，歸納建議作為未來建置華語教學網站之參考。 本研究採用深度訪談、優使性測試和優使性問卷調查三種研究方式，研究對象為華語文教學學位學程博碩士生及華語文教學學分學程大學生二者。透過實證研究得出以下五點結論：(一)華語文教學課程修習者常使用的網站可分為三類：資料查找、教學輔助、提供相關資訊；(二)使用者使用教學網站通常是任務導向；(三)使用者不滿意「全球華文網」之優使性；(四)「全球華文網」亟待加強網站之分類與名稱、資源整合、檢索功能三者；(五)使用者對「全球華文網」抱持正面且期待的態度。 根據以上結論，本研究也提出建議，希望作為建置類似網站時之參考。首先網站應從使用者的角度出發，思考如何給予最簡單有效的功能，如教學網站在建立前應先釐清建置目的和使用對象，才能進一步提供相對應之資料；網站的選單名稱應易於理解，各項資源應給予簡單說明；教學網站可就使用者之身分不同提供其相對應的使用介面和資源，以上各項功能用以幫助使用者節省摸索網站的時間。此外，網站也應定期進行使用者滿意度調查以及優使性評估，使用者提供的寶貴意見是網站改進的依據，而透過優使性測試，則能夠讓網站建置人員了解使用者操作的實際情形，彌平雙方的認知差距。定期的評鑑能讓網站了解優缺並即時改善和加強功能，以符合使用者的需求。

檔案整合目錄檢索系統是利用單一介面檢索多種檔案資料庫，旨在於鼓勵大眾能更普遍知道檔案價值並應用檔案，系統設計者應考量使用者的使用需求。有鑑於目前「檔案資源整合查詢平台(ACROSS)」為國內檔案目錄查詢之重要窗口，故本研究選擇ACROSS系統作為研究個案，融合Jakob Nielsen的優使性五大構面及十項評估準則，由使用者角度探討其優使性，包括記憶性、學習性、容錯性、效率性與滿意度等五個面向。 　　本研究採用問卷調查法及訪談法蒐集使用者對ACROSS系統之意見，優使性問卷發放對象為北部七間大學的歷史碩博士班學生；訪談對象為十位歷史碩博士班研究生，訪談內容包括對系統之看法、建議及滿意程度，以了解其主觀想法。 　　本研究結論根據整體優使性評估結果，分析使用者針對「檔案資源整合查詢平台」(ACROSS)介面的正反面意見如下： 　　使用者感受較正面的功能：(1) ACROSS系統介面各選項功能與操作步驟容易記憶，不需反覆摸索，即能在短時間內，利用該系統順利查檢所需資訊。(2) ACROSS系統架構容易理解，畫面區塊分割情形簡單明瞭。(3) ACROSS系統有助於使用者發現新資訊與獲得新想法。 　　使用者反應值得改善的功能：(1) ACROSS系統介面字體顏色大小與首頁資源分類應提供較為明顯的彈性調整。(2)ACROSS系統使用指引或錯誤說明品質有待提升。(3) ACROSS系統可視使用者需求彈性調整檢索條件。(4)使用者有檢索需求時會先選擇自身熟悉的檢索工具，而以ACROSS系統作為補充輔助之用。(5) ACROSS系統可因應國際化趨勢，增設英文、日文或是繁簡轉換介面。(6) ACROSS系統無法取代個別資料庫檢索介面。 　　根據研究結果，另提出四點建議：(1) 改善ACROSS系統之檢索功能與檢索結果之呈現。(2) 以使用者為需求作為整合檢索系統設計主要考量。(3) 落實ACROSS系統整體行銷概念，提昇網站使用的品質與數量。(4) ACROSS系統主管機關可依據優使性評估結果改善系統功能。 / Integrated search system on archives performs simultaneous searches across heterogeneous archival electronic resources through a single entry. In order to allow the public to know value of archives and use archives, the system designers should pay attention to users' needs. Because of the importance of Archives Cross Boundaries on archival search system for Taiwan, this study aims to investigate the usability of Archives Cross Boundaries, and to understand users’ viewpoints toward this system. Five structural perspectives and ten assessment criteria from Jakob Nielsen were analyzed: memorability, learnability, efficiency, error frequency and severity, and Satisfaction. This study evaluated history graduate students’ perceptions of usability and satisfaction of Archives Cross Boundaries. The methodology in this study includes Questionnaire survey and In-depth interview. Questionnaire data were collected from department of History graduate students of seven universities in northern Taiwan. Ten history graduate students were chosen as Interview subjects. In-depth interview was used to collect data, including views on the system, suggestion, and degree of satisfaction. The results were summarized from positive and negative views of the analysis of the user interface for Archives Cross Boundaries as follows: The positive function of users’ feelings :(1) Each option features and the steps of Archives Cross Boundaries easy to remember, and users can find information fast without operating system repeatedly. (2) The architecture of Archives Cross Boundaries is easy to understand, and screen block segmentation situation is clear. (3) The system helps users discover new information and new ideas. The improvable function of users feelings :(1)The font color and home resource classification should provide significant flexibility to adjust.(2) Guidelines or error description of the quality should be improved. (3) Archives Cross Boundaries should be in accordance with user needs flexibility to adjust the search criteria. (4) Users will choose familiar search tool first, and Archives Cross Boundaries as the use of supplementary aids. (5) For responding to international trend, Archives Cross Boundaries can be added to English, Japanese or character conversion interface. (6) Archives Cross Boundaries can’t replace individual search function completely. Based on the findings, and the other put forward four suggestions:(1) Improving the presentation of the search functions and search results of the Archives Cross Boundaries.(2) Integrated retrieval systems to user needs as the main design considerations.(3) The implementation of Archives Cross Boundaries as a whole marketing concept to enhance the quality and quantity of website use. (4) The competent authorities of Archives Cross Boundaries may improve system functionality based on the results of the assessment of the usability.

機場在航空運輸產業供應鏈扮演著舉足輕重的角色，國際機場作為國家之門戶，其傳遞予外部顧客之軟硬體設施服務水準，正是國家競爭力之展現；時至今日，網際網路已成為民眾傳遞、分享及獲取多元資訊主要媒介，國際機場網站更是國際機場管理當局經營顧客關係的伸展台，因此，國際機場網站所傳遞的不僅是機場的形象，更是國家的面貌，如何讓外籍顧客在與國際機場網站初次邂逅的同時，即滿足其資訊需求，進而產生造訪該國的動機，即成為國際機場網站管理者進行服務設計時之重要課題。 本研究針對臺灣桃園國際機場等六座機場之英文版網站進行內容分析及網站優使性測試，發現多數評估對象之網站內容或功能並無顯著之差異，然而，經研究者彙整優使性測試評分、受測人員之優使性測試意見及關鍵參與者之訪談內容，本文建議臺灣桃園國際機場英文版網站應優先改善航班資訊之編排方式及檢索方式，及提升購物、飲食店家資訊之完整性；其次，色彩、字型、字體大小等視覺傳達介面優使性評估指標亦應納入改善項目，並落實各語言版本之一致性及內控機制之建立，以優化使用者對臺灣桃園國際機場英文版網站之使用體驗，進而提升使用者對臺灣桃園國際機場之信賴。此外，本研究期待公部門於推動電子化政府發展過程中，在追求行政效能及便民服務品質的同時，亦能提升對網站優使性的意識，進而協助政府評估網站使用效能，創造良好的網站使用體驗。 / Airports play a decisive role in the supply chain of aviation industry. As a gateway of one country, an international airport manifests a nation’s competitiveness through the service standard of its software and hardware facilities delivering to its external customers. Today, Internet has become a main media for people to pass on, to share and to acquire various pieces of information, which makes the official website of an international airport an important extending platform for the authority to conduct customer relationship management. Therefore, what an international airport website represents is not just the image of a certain airport, but also the facade of one country. Under this circumstance, how to meet the needs of external customers during their first reach of an airport website so as to increase their visit motivations has become a primary issue while webmasters designing webpages. In this study, the researcher chose English version websites of six international airports, including Taiwan Taoyuan International Airport, to conduct content analysis and website usability. The result shows that there are no significant differences among tested websites; however, after collecting usability test scores, participants’ opinions, and reviewing key actors interview, this thesis concludes and would suggest Taiwan Taoyuan International Airport to firstly improve the layout arrangement of flight information, retrieval method, and elevate the completeness of shop and dining information. Secondly, visual communicate interface, such as color, fonts, font size and so on, and content consistency among different language versions should be enhanced and an internal control mechanism, which aims at maintaining that consistency, should be built to utilize the user experience so as to advance the credibility of Taiwan Taoyuan International Airport. On top of that, this study expects to raise the awareness of website usability among all government sectors, who are developing and promoting e-government policy, to also include website usability into the core concept of webpage design while pursuing administrative efficiency and quality of citizen services and, furthermore, to assist Government to conduct website evaluation in order to create a smooth and customized user experience.