近年來，因中國及新興國家的需求下降，以及歐美國家經濟成長趨緩，使全球航運市場競爭日益激烈，造成海運業損失慘重，2016年9月，世界排名第七的韓進海運宣布破產保護。在台灣，2016年海運業虧損也超過200億元，使得行政院緊急通過海運業600億的紓困貸款。 　　在如此艱困的經營環境中，企業必須擁有良好的供應商評鑑制度，做出良好的採購決策，才能提供具有競爭性的服務予顧客，因此本研究將探討如何針對航運產業的供應商進行評鑑及選擇。此外，供應鏈管理最重要的部分在於如何管理供應商，因為供應商之好壞攸關整個供應鏈之品質、風險與成本，因此，本研究著重於供應鏈管理之核心，並探討管理供應商之根源，進行供應商評鑑與選擇之探討。 　　本研究主要為提出並示範個案公司如何建立一個完整的供應商管理系統，因此評選出之指標未必為直接適用之指標，主要以德菲法、層級分析法及文獻探討法，提出該公司如何選出適合的指標，評斷各個指標之權重，再藉由文獻探討法提出下一層級之評鑑項目。在擁有供應商評鑑指標後，於供應商管理系統中，提出公司如何評估何種情況下需要外包、如何組成評鑑小組、如何針對各個指標進行評分，及哪些採購需要使用本研究所建議之系統。 / In recent years, due to the decreasing demand in China and emerging countries and the slower economic growth in Europe and the United States, the competition in the global shipping market has become increasingly intense, resulting in heavy losses in the shipping industry. In September 2016, Hanjin Shipping, which had been the world’s seventh-largest container shipper, filed for bankruptcy protection. In Taiwan, the loss of shipping industry had exceeded NT$ 20 billion dollars in 2016, causing the Executive Yuan of the central government to emergently approve the relief loans of NT$ 60 billion for the shipping industry. In order to provide competitive services for customers in such a difficult business environment, enterprises must have a good supplier evaluation system for them to make good purchasing decisions. On this account, this study intends to explore how to conduct the evaluation and selection of suppliers in the shipping industry. In addition, a good or bad supplier would affect the quality, risk and cost of the entire supply chain, and thus the most important part of supply chain management lies on how to manage the suppliers. Therefore, this study focuses on the core of supply chain management, investigating the root of the management of suppliers, and also exploring the evaluation and selection of suppliers. This study mainly proposes and demonstrates how the subject company of the case study establishes a complete supplier management system, so that the selected indicators may not be directly applicable indicators. This study uses the Delphi Method, Analytic Hierarchy Process (AHP) and literature review to analyze how the subject company selects the appropriate indicators and determines the weight of each indicator, and also uses the literature review to determine the evaluation item for the next hierarchy. After having the evaluation indicators for suppliers, this study further proposes that in the supplier management system, how the company evaluates the needs for outsourcing in specific circumstances, how to form an evaluation team, how to score for each indicator, and what purchases need to use the system proposed in this study.

住宅，不只是一個房子，還是一個家的所在。所以購屋，當然是一生中重大的決定。而與住宅相關的價格、環境、交通、品質、交易安全等這些都需要有專門的知識與經驗。另外住宅還涉及了很多風水、信仰、喜好等沒有對、錯的個人價值觀等問題。而且一生中發生的次數不多，不容易累積足夠的知識與經驗，所以要從購屋市場供給的產品中，找到完全符合自身需求住宅，不但一般人不容易做到，即使不動產的專業相關人員，由於購屋過程涉及多樣專業，亦不能面面俱到，作出最佳的購屋決策。本研究藉由文獻回顧與實證分析，就這個即重大又複雜的購屋問題，探討三個主題，其研究結果之結論如下： 一、我國各購屋方案可量化購屋影響因素，所存在的價格差異性 在實證結果部分，不論從地區上的分類，或是從時間上的分類，經自我選擇偏誤問題校正後。其拍賣市場相對於搜尋市場的住宅價格折價百分率確有差異，折價差異大約在1.53% ~3.69%間。實證結果顯示，購屋時機的不同階段呈現價差差異性，在2005~2007年第一季期期間景氣狀況較佳時價差不明顯之外，由不同地區與第一階段購屋時機(2003~2004) 景氣狀況較差時結果都顯示拍賣市場相對於搜尋市場的住宅價格仍有17%~24%明顯的折價現象。然替選方案之購屋影響因素，除了價格因素之價差外，仍有可量化之住宅條件因素與可量化之購屋者條件因素顯示其重要性。 二、不動產從業人員和一般人購屋決策的差異性 在這個主題裡，我們利用AHP(分析層級分析法)探討了與不動產密切的不動產從業人員和一般的購屋者，由不同地區來看，其最大的不同，是在台北縣及桃園縣的「不動產從業人員」購屋者，都最重視「住宅條件」，但在台北市的「不動產從業人員」的選擇上，卻優先考慮的是「價格」。 三、消費者購屋選擇決策的影響因素之評估指標及方案分析 我們利用AHP(分析層級分析法)，在台北市、台北縣、桃園縣三個地區，分別進行問卷調查、評估指標分析。發現在最優先考慮購屋方案的問題上，在五個購屋替代方案預售屋、成屋、金拍屋、銀拍屋、法拍屋，消費者最可能的購屋方案都是選擇成屋，權重都是五個替選方案中最高者。從此一結果結果得知，就購屋者認知的效用而言，成屋優於預售屋，且優於各拍賣市場的金拍、銀拍、法拍。 影響消費者選擇購屋決定的四個評估指標為價格、住宅條件、交易制度及購屋者條件四個因素，其中購屋者最重視的是「價格」及「住宅條件」，特別是價格，在台北市不論是「不動產從業人員」及「一般購屋者」、台北縣的「一般購屋者」及桃園縣「一般購屋者」，其權重都是四個評估指標中最高者。「價格」仍是大部分購屋決策中最重要的影響因素。但是不是有坊間所提的：「沒有賣不出去的房子，只有賣不出去的價格」，那般極端強調「價格」就是一切呢？仍值得商榷。 另外，在評估指標之影響因素細準則方面，從「價格」準則中其第三層細準則三個因素價差、交易費用、貸款中都為前三項之首選，可見得在購屋市場中建立「價格」資訊、秩序是很迫切的。在影響房屋住宅條件的因素中內環境、外環境為前三項之首選，而內環境為不論地區或各種購屋著都為重要考慮因素。「不動產從業人員」及「一般購屋者」的受訪者，除了價差為共同考量因素外，其差異性為前者亦考慮貸款，而後者加入交易費用之考量。以地區性來看只有桃園縣之不動產從業人員較重視環境，其他地區仍以價差為首選之考量因素。 / A residence is not just a house but also a place where people set up their homes. Purchasing a house is certainly a very important decision throughout everyone’s lifetime. However, the elements such as pricing, environment, traffic, quality, and transaction security that are closely in connection with such an important choice all take specialized knowledge as well as experiences. Besides, to appraise a residence also involves some personal view of values such as fate, beliefs, and fondness, which are rather difficult to be thought of as good or bad. Moreover, purchasing a house is something that isn’t going to happen frequently throughout one’s life, so there won’t be many chances to accumulate enough knowledge and experiences in this field. Not only is it difficult for common public to choose, among the supply of housing market, a residence that would completely meet their own demand but it is quite a challenge for a professional real estate agent to make a decision on how to purchasing a most suitable residence as the process is often so diversified and specialized. In this study, by means of reviewing related documents and analysis, three main subjects based on this critical and complicated issue of house purchasing have been explored, and the conclusions of the research are given as follows: 1. The price differences among quantifiable and determination factors of each house purchasing alternatives. In practices, it is verified that whether it is classified based on regional divisions or based on timing of purchasing, differences do exist in housing price discount percentage between auctioning market and searching market after correcting the estimate bias of self-selection, and differences of price discount fall roughly between 1.53% and 3.69. It is also verified that, by observing various districts in the first house purchasing stage (2003~2004), a period falling in economical recession, price differences do vary with different purchasing timings in the stage. The price differences of the auctioning market relative to searching market appear significant price discount percentage ranging from 17% to 24%. The only exception to this case might be during each of the first seasons in the years from 2005 to 2007, a period of booming economy, in which price differences didn’t seem so significant. However, when it comes to decisive factors of alternative house purchasing choices, there are still some quantifiable elements of resident condition and quantifiable purchaser elements that can be evaluated in addition to price differences. 2. The difference in making decision on house purchasing between real estate professionals and ordinary buyers. In this theme, we utilize AHP to explore the interaction between real estate professionals who are closely related to this industry and ordinary buyers. From the regional point of view, the most significant variance appears in Taoyuan County and Taipei County where real estate professionals and ordinary buyers both value “resident conditions” as a most important factor while in Taipei City real estate professionals would view the price as the first priority. 3. Evaluation indicators and alternatives analysis of the factors which affect consumer in making decision on house purchasing. Adopting AHP as an analytical method, we carried out questionnaire survey in Taipei City, Taipei County, and Taoyuan County as well as analyze their appraisal indicators. The findings are that, among five purchasing programs, namely newly completed houses, houses ordered before being built, houses auctioned by court, houses auctioned by banks, and houses auctioned by private financial sectors, the most likely case that consumers will choose is that of newly completed houses. The four evaluation indicators that have affected consumers’ decision on buying a house are price, residential conditions, transaction system, and purchasers’ conditions. Among them, price and residential conditions are given more weight by consumers, but price alone possesses the highest weight to which both real estate professionals and ordinary buyers in Taipei City, ordinary buyers in Taipei County, and ordinary buyers in Taoyuan County all have given. Price is still the most influential factor when making a decision on house purchasing. However, is it realistic that price is so decisive as to reach to the extent like many people say “There is not any unmarketable house but an unacceptable level of price” ? The extremely aspect of this view needs be further considering deliberately. As for the influential factors set up under the four evaluation indicators, here are the analyses: The three factors (price difference, transaction fee, and loan) of the first indicator named “housing price” are the first three valued factors either observed based on regional variance or based on purchasers. It can therefore be realized that how important and urgent it is to establish “price” information of the house purchasing market. In the second appraisal indicator named residential conditions, internal/external environment are the first three valued factors. However, internal environment seems to have more priority, and that is quite consistent with the traits of our fellow people, most of whom think only to care about themselves. Such phenomenon is quite common in many residential communities nowadays. The real estate professionals and ordinary buyers both value “price difference” as a most important factor while the former added the factor of transaction fee, and the latter added up loan. From the difference areas point view, only Taoyuan County value “environment” more important than others. The rest of areas value “housing price” is the most important factor than others.

兩岸發展競爭力消長，最近數年來尤為明顯。據瑞士洛桑管理學院(IMD)2007年全球競爭力評比，台灣排名自2005年之第11名滑落至2007年之第18名；中國大陸則由31名提升到第15名，首度超越台灣。彼長我消之因素頗多，牽涉問題亦深且不易解。例如兩岸的統獨之爭，國內的內閣更迭波潮不斷，及政局穩定度、政策一致性、社會凝聚力，以及投資誘因力道等表現相對脆弱。相對於中國大陸，則是彼岸發展處於強勢有利時期，正所謂對岸屬「政經和諧」時期，台灣則處於「政熱經冷」時期，而兩岸間亦依舊停留於「政冷經熱」階段。對岸目前所走的路線恰好是台灣三、四十年前以「經濟為導向」的發展途徑，此為兩岸政、經發展消長最明顯的地方。縱使台灣在自由民主、發明專利、通膨水準、高科技產品、科技人才仍占有優勢，亦或政府大力協助廠商布局全球，如果兩岸未能和諧發展，則仍將難於突破當前困境，或競爭力將持續陷入每下愈況的困局。 本論文研究目的主要針對台灣與中國大陸國力發展之消長過程與趨勢，及兩岸互動對台灣是威脅或是機會，探討台灣發展新思維及應採措施，亦即如何趨吉避凶，乃為本論文研究之預期目標。本論文首次引用決策模式──層級分析法（Analytic Hierarchy Process, AHP），將兩岸複雜問題系統化，以簡易之結構化思考架構下，由不同層面給予層級分(析)解，讓決策者迅速研判台灣之兩岸發展之優選策略，或據以實施。首先以過去有關兩岸政治、經濟、國防、外交等政策文獻，作為構思研擬台灣當前與未來急需優先採行的重大策略後，隨即親訪產、官、研專家，擬訂AHP層級分析法問卷調查所需問題界定，構建層級結構。即第一層為全方位優選策略，第二層為政治和諧(I1)、經濟發展(I2)、國防安全(I3)與全球化(I4)等四大主題，第三層為各主題內之各子(次要)項(各細分五子項，合計20子(次要)項)。 AHP層級分析法略以總群(組)體(total)、偏經濟專長大於40歲（eco>40）及小於四十歲(eco<40)、偏政策專長大於40歲(pol>40)及小於40歲(pol<40)等五個分類組別，輸入計算軟體結果分析比較得知，不論總群體組或不同各次群組，即不分何種專長、年齡層都以經濟發展(I2)為首選指標，其餘三大主題(項)依次為國防安全、全球化及政治和諧，但彼此權重之高低卻在伯仲之間(詳本論文第四章第三節結果分析)。足見且印證了經濟發展是當前兩岸發展中台灣之首要任務，亦為國內人民、企業界和國外世界級跨國管理大師之共同關注焦點。 本論文採用文獻及當前問題趨勢分析，配合訪談及應用「層級分析法」結果，顯示層級分析法是一種簡易又便捷的優選決策工具。不但可免去一般繁複卷數、人力之累，且其分析結果雖僅具少數專家卓見，卻能充分反映多數人的看法和企求目標，也頗符合「二八法則」管理關鍵原則，值得推廣應用。本論文研究之結論與建議事項，或可提供有關當局施政之參考。 / The rise and fall of competitiveness between China and Taiwan has fluctuated dramatically in recent years. According to the latest IMD World Competitiveness Scoreboard 2007 (published on May 10th 2007), the ranks of Taiwan dropped from 11th in 2005 to 18th in 2007. On the contrary, China’s rank increased from 31st to 15th in the corresponding period of time. This is the first time China’s ranking overtook Taiwan. There are a lot of factors involved of the rise in China and the fall of Taiwan; the problems involved are complicated and hard to solve. There are numerous examples, such as the disputes about Taiwan’s cross strait status, the frequent change of the cabinets in Taiwan, as well as the political instability, policy inconsistency, the social cleavage, and the lack of attraction for investment in Taiwan. These problems have only improved a little when they are compared to China’s progress. China is in the stage of fast development, and both of the political and economical circumstances are in harmony. In contrast, the Taiwan government has focused on political issues rather than how to solve economical problems in the recent years. In addition to this, the cross-strait issues focus more on economical than political issues. Now, the road taken by China, happens to be the road that was taken by Taiwan government, which emphasized “economical-oriented policies” 30 to 40 years ago. This is the most noticeable aspect of the comparison of political and economical development across the strait. Taiwan has the advantage in freedom, patents, the inflation situation, high-tech products, and technology elites. The Taiwan government also spares no effort in assisting companies’ global layout. If the cross-strait situation cannot be improved, the current situation will be difficult to solve. In the end, the competitiveness of Taiwan will worsen. The target of this thesis lies on analysis of the process and tendency of rise and fall of national power across the strait, as well as discussion about whether or not cross-strait cooperation is a threat or an opportunity for Taiwan. It discusses the new thinking and measures of development that Taiwan should take. In other words, how to make good decisions and avoid bad policies is the goal of this thesis. This is the first time the Analytic Hierarchy Process (AHP) is adopted to systematize complicated problems cross strait. By using simplified structural thinking, different levels of problems are analyzed by the AHP. This way, policy makers can judge what are strategies are better to take for cross strait development, and may put them into practice in the future. In the beginning of this thesis, documents concerning cross-strait political affairs, economy, national defense, and foreign affairs were used as references to design major strategies that needed to be solved presently and in the future in Taiwan. Later, experts from industries, the government, and the research field were interviewed to design questions in the survey according to the AHP, and to make the structure of different levels. The first level is about policies in priority in every aspect. The second one is about political stability (I1), economical development (I2), national security (I3), and globalization (I4). The third level is about sub-items of each item (five sub-items of each and 20 sub-items in total). The AHP was divided into five groups: total, those with the specialty over 40 years of age (eco>40) and under (eco<40), those with the specialty of policy-making over 40 years of age (pol>40) and under (pol<40). After the five classified data was analyzed by computer software, the result showed that both the total and different sub-groups, people in different ages and with different specialties, all chose economic development (I2) as their choice in priority. The other three selective items in order were national security, globalization, and political stability. However, the differences among them were very slim (Please refer to the results and analysis in Chapter 4.3). This proves that economic development should be the primary mission in current cross-strait development. It is also a common concern by the people, companies, and international masters of management. In this thesis, documents and the current problems according to the AHP were adopted. With the interviews and results from the AHP, it showed that AHP is an easy and convenient tool to make prioritize policies. It not only can save the time and efforts of giving out large numbers of the survey, but the result can truly reflect opinions and goals pursued by the majority, even though only the opinions of a limited number of experts were taken. This also meets the 80/20 principle of the crucial rule of management. Meanwhile, it can also draw conclusion and suggestions in this thesis in providing policy-making references to the government. It shall be promoted and applied with great exertion.

本研究旨在建構一個符合國內教育現況之國民中小學校長科技領導指標及權重體系，作為校長推動科技領導之參考依據，以提升學校行政效率及教學效能。 本研究以熟悉學校科技領導學理基礎之專家學者、曾撰寫科技領導博碩士論文之研究者及推行學校科技領導之行政人員共計13人做為研究對象。首先依據文獻探討之結果初擬出國民中小學校長科技領導指標並經由兩次德懷術問卷調查建構出國民中小學校長科技領導指標體系，最後再以層級分析法進行相對權重問卷調查，並運用Expert Choice 2000軟體進行統計分析以建立各項指標之權重。 本研究結果所建構出之國民中小學校長科技領導指標及權重體系包含七個層面40項指標。七個層面依其重要性，分別為「科技領導之願景發展與實施」(25.8％)、「學校成員科技知能之訓練與發展」(24.6％)、「支援與管理科技設施」(16.0％)、「整合科技於課程與教學」(13.0％)、「善用人際關係與溝通技巧增進科技使用」(8.6％)、「科技領導之評鑑與研究」(6.4％)、「科技運用之法律與倫理」(5.6％)。最後，依據研究結果，提出具體建議，俾供教育行政機關、國民中小學校長以及後續研究之參考。 / The purpose of this research is to develop performance criteria and their associated priority weights for technology leadership (TL) of elementary and secondary school principals in Taiwan. Following the Delphi method, thirteen experts, including researchers in TL and elementary school administrators who had experience in promoting and implementing technology in education, were selected to answer questionnaires to develop the performance criteria. As a result, seven principal performance criteria for TL were determined, associated with in total forty attributes (subcriteria). Based on the determined performance criteria and attributes, further surveys were conducted, in conjunction with Analytic Hierarchy Process (AHP), to determine the priority weight for each performance criterion and attribute. The performance criteria, in their order of importance, are (i) long term vision of TL development(25.8％); (ii) quality training for non-technical school staff in using technology(24.6％); (iii) provision of technical support(16.0％); (iv) integration of information technology in education(13.0％); (v)interpersonal communication skill in promoting TL(8.6％); (vi) performance evaluation of school staff in adopting technology for teaching(6.4％); and (vii) addressing law and ethics for technology(5.6％). Based on the findings, the author proposes specific suggestions that can be adopted by school principals and school authorities to promote effective use of technology in education.

這篇論文主要是要建構一個在考慮經濟面及效率面下，評估公有路邊停車場經營管理績效的機制。當考慮經濟面及效率面時，包含權利金委外、開單勞務委外及人力派遣與政府自辦的比較，何者較具有經營管理優勢。本文選擇以這四個制度為分析對象的理由，主要是源自於公共選擇理論。另外，評估方法則應用層級分析法來評估這四個經營管理機制。而在考慮經濟與效率為目標下，評估指標分別從投入與產出這二個面向著手，其中投入面向之評估指標有人力、設備及費用，產出面向之評估指標則有每格位開單率及每人每日營收金額等。以臺北市西門地區做為實證分析對象，透過問卷調查24名專家學者對評估指標的權重，再以簡單加權法求算各個替選方案評點，研究結果發現，開單勞務委外為最優方案，其次為權利金委外，而政府自辦在經濟及效率面向，與其他三個方案比較結果，顯示最不具有經營管理優勢。 / This thesis is aimed at construct the scheme of evaluating the management economy and efficiency for public curb parking lot. Those which draw up the parking charge list including of royalty, labor-outsourcing and leased work, are compared with the government manages oneself, when consideration economy and efficiency which alternative has the superiority of operation and management. The rationale to choice these four alternatives as evaluative object is the public choice theory. Moreover, the consideration of performance evaluation has three indicators such as manpower, facility and expenditure under the schema of input, and two indicators such as the rate of draw up the parking charge list for a parking space and each person of daily earning under the schema of output. Further, analysis hierarchy process and SAW are applied for the appraisal method. In empirical study, 24 experts replied our questionnaire survey. The result suggest that the priority alternative is labor outsourcing and the government manages oneself is inferior to other three alternatives. We develop a framework to promote a better understanding of the important of public curb parking lot performance management. Using the review literature and the results an empirical study of Taipei’s curb parking lots, we developed the framework presented herein, in hope that if would stimulate more interest in this area.

本研究旨在建構國民小學校園閒置空間永續發展評估指標及權重體系，作為推動校園閒置空間再利用之參考依據。研究以文獻分析為基礎，初擬校園閒置空間永續發展評估指標，採專家問卷、模糊德爾菲問卷和層級分析法問卷為研究工具進行調查。研究對象共22位專家學者，資料分析首先利用改良「雙三角模糊數」之模糊德爾菲整合專家對指標重要性之看法並篩選評估因子，最後運用Expert Choice 2000軟體進行統計分析以建立各項指標之權重，完成國民小學校園閒置空間永續發展評估指標。 本研究獲得主要結論如下：國民小學校園閒置空間永續發展評估指標，含3大層面、8大指標共30個評估因子，其整體權重高低排序如下： 一、三大層面依權重高低排序為：環境面（41.5％）、經濟面（30.8％）、 社會面（27.7％）。 二、八大指標依權重高低排序為：價值效益（17.4％）、生態保育（15.5％）、健康環境（14.4％）、綠色消費（13.4％）、永續經營（12.4％）、環境規劃（11.6％）、社會教育的功能（11.2％）、社區發展（4.1％）。 三、三十個評估因子依權重高低排序前五名為：校舍動靜分區配置（9.1％）、保水設施（5.6％）、基地開發之干擾及衝擊（5.4％）、生物多樣性（5.4％）、室內物理環境（5.3％）。 最後，本研究依據研究結果提出建議，提供未來行政單位檢視校園閒置空間再利用評估及結果的有效性的參考。 / A Study of Evaluation Indicators on Sustainable Development for Vacant School Space in Elementary Schools Abstract The purpose of this study is to construct the evaluation indicators and their associated priority weights on sustainable development for elementary vacant school space. The results of the study can be the reference for promoting the reuse of vacant school space. At first, the study is based on the analysis of documents to establish relevant evaluation indicators about vacant school space. And this study adopts three research methods: expert survey, Fuzzy Delphi and AHP to survey. The research invites 22 education-related experts to form a team as the study object. First, in order to select the applicable indicators, the individual answers of experts are analyzed by “double triangle fuzzy technique”. By using this technique, opinions about important indicators evaluated by experts are integrated; and meantime, the factors are screened. Finally, Expert Choice 2000 software is used to process statistic analysis to set up priority weights of various indicators. In this way, the evaluation indicators on sustainable development for elementary vacant school space are established. The main conclusion which this study obtained is as follows: The evaluation indicators of sustainable development for elementary vacant school space include three dimensions, eight indicators, and thirty evaluation factors. The priority weights of all evaluation indictors are described in order as follows: 1.The priority weights of three dimensions are environmental dimension（41.5％）, economical dimension（30.8％）, and social dimension（27.7％） 2.The priority weights of eight indicators are valuing benefit（17.4％）, ecological conservation（15.5％）, healthy environment（14.4％）, green consumption（13.4％）, sustainable development management（12.4％）, environmental planning（11.6％）, the function of social education（11.2％）, and community development （4.1％）。 3.The priority weights of thirty evaluation factors are the allocation of noisy and quiet areas of school（9.1％）, facilities of water content（5.6％）, the disturbance and impact of the development about vacant school space（5.4％）, ecological variety（5.4％）, and biological surroundings indoors（5.3％）. Finally, according to the research results, some suggestions are offered to educational administration to review the effects and evaluation results of reusing vacant school space in the future.

當政府機關開始大量的透過網路傳遞服務給民眾，政府迫切需要知道民眾對政府網站服務品質的認知評價為何。然而該如何衡量政府網站的服務品質至今仍沒有一個明確的方法。本論文旨在建構一套可以用來衡量政府網站服務品質的指標同時對政府網站服務品質提出相關的政策建議。本研究使用了線上問卷調查法與層級分析法，利用網路問卷線上調查了使用者對政府網站服務品質的評價，然後請專家利用層級分析法分析並計算出這些指標的相對權重。 本研究主要結果如下：(1).建構適合衡量台灣政府的網站服務品質指標，包含「設計性」、「易用性」、「可靠性」、「資訊品質」、「有用性」與「回應性」六大構面，而六大構面下共包含三十項指標；(2).實際調查台灣網路民眾對政府網站服務品質評價，發現民眾對政府網站服務品質的「有用性」相對評價最高，而對政府網站「回應性」的服務品質則是相對最不肯定；(3).請專家透過層級分析法對政府網站服務品質指標做出重要性權重排序，整體而言，專家給予「資訊品質」相對最高的權重，後依序是「有用性」、「回應性」、「可靠性」、「易用性」，而「設計性」則是專家排序中相對最不重視的；(4).比較專家與民眾對政府網站服務品質指標重要性與評價的差異，發現就評估構面而言，「資訊品質」與「回應性」是專家認為相對重要，但民眾基於使用經驗相對不肯定的指標，應該列為政府提昇網站服務品質優先改善的構面 基於上述研究發現，作者提出了隨時檢視資訊更新程度、替使用者重新編寫資訊與強化政府網站的回應能力等三點研究建議，以期待徹底提昇政府網站的服務品質。 / As government organizations have increasingly provided services to the public via Internet, e-government websites have demanded acute understanding of how the users perceived the service quality. However concerning it is not clear how the e-service quality of e-government websites can be measured. This thesis aims to construct the indicators to evaluate e-service quality of e-government websites and propose management suggestions to government. The research methods of this thesis include an online survey and Analytic Hierarchy Process (AHP). A survey was conducted with online users being asked to evaluate the e-service quality of e-government websites. Then AHP was applied to analysis and compute the weights of these indicators from the experts. The key findings are: First, Design, Usability, Reliability, Information Quality, Usefulness, and Responsiveness are key dimensions of e-service quality of e-government in Taiwan. Second, most of the online users are satisfied with the Usefulness of e-government websites in Taiwan, but they are not satisfied with the Responsiveness of e-government websites in Taiwan. Third, for the evaluation aspects, the sequence of importance for the e-service quality of e-government websites in Taiwan is Information Quality, Usefulness, Responsiveness, Reliability, Usability and Design. Among them, the domain experts think Information Quality and Responsiveness are relatively important aspects of e-service quality of e-government websites in Taiwan. However, general online users are not satisfied with these two aspects. So these two aspects should be listed on the top priority for improvement straight away. Based on the research findings, the author proposes three policy suggestions to improve the websites in Taiwan’s government. First, keep the information on the government websites most updated. Second, improve the information readability for online users. Finally enhance the responsiveness of government websites.

全民健保醫療給付範圍的相關決策缺乏資訊公開性與參與性，引發許多醫療給付的糾紛案件，加上醫療資源有限，醫療需求隨國內人口平均餘命提升而增加，醫療資源優先配置的問題更顯其重要性。本研究建立一個合理的醫療資源優先配置決策程序評估架構，以改善目前國內資源優先配置決策程序，使用Daniels & Sabin(1997)所提出的「要求合理性的課則」（Accountability for Reasonableness）作為評估架構的主要構面，採用文獻分析法與層級分析法建構出一個完整的評估架構並且比較指標間的相互權重，接著使用深度訪談法試圖探索評估指標相對權重背後所代表的意涵。研究結果顯示醫事團體代表強調相關性與決策修正機會，政府代表則注重公開性與執行力，兩者對於醫療資源優先配置決策程序的期待有相當大的落差。基於研究發現，本研究主張應該增加協商機會以減少決策成員間的認知落差，帶動社會大眾對於資源優先配置的認識與參與，並針對目前決策程序的公開性、相關性、決策修正機會與執行力進行改善。 / The lack of information publicity and participation in the payment system of National Health Insurance (NHI) in Taiwan has been a critical issue. Besides numerous insurance payment disputations, the limited health resources and increasing health demand all call for an immediate solution to the problem of health resource priority setting in NHI.. This study aims to establish a systemic evaluative framework to improve on the health resources priority settings. In answer to the need, analytical hierarchy process and in-depth interviews have been conducted to develop a framework based on Accountability for Reasonableness. Qualitative and quantitative analysis of the surveys indicate some criteria and the meaning of the relative weight of each criterion. The results show a discrepancy between the governmental representatives and the healthcare organization ones on the expectation of health resources priority settings. The former focus on relevance, revision and appeals while the latter emphasize publicity and enforcement. According to the findings, this study suggests that an increase of negotiation is necessary to eliminate the discrepancy between the two groups. The government also need to introduce the public the idea of health resources priority settings and to modify the current procedure based on the four factors in Accountability for Reasonableness.

產業的成熟與市場的飽和，使得產業的競爭變得愈來愈以成本和服務為導向，而激烈的市場競爭促使服務價格降低求存，以致物流業的服務素質及水準只能「將貨就價」，然而消費者意識的抬頭與服務科學的興起，使得服務品質的管理日益重要。因此，國際快遞物流企業要在提升服務及降低成本的驅動下，透過結合物流產業相關科技優勢與運用服務科學思維，找出顧客對產品及服務的喜好以增進服務效益，進而創新服務。 本研究以層級分析法(AHP)之操作步驟，找出對映客戶需求的四個服務品質構面及衡量構面的十二個準則，在建立一顧客喜好因素架構後，訪談某國際快遞物流前四十大客戶，以Expert Choice的整體階層不一致性判斷值(Overall Inconsistency Index, O.I.I)進行效度檢驗，通過一致性之問卷為32份。研究分析結果發現影響國際快遞物流顧客的喜好之準則，其權重依序是「誠實值得信賴」、「容易使用」及「遞送速度」，構面則以反應性及關懷性最為客戶所重視，並且從驚喜性構面發現，客戶在意的是持續性的改進與穩定的提供服務，而不喜歡沒有系統的改變與創新。在統計分析中，客戶重視程度離散度較大的有「遞送速度」及「誠實值得信賴」兩準則，顯示有特別重視此兩項因素之樣本群，而某些喜好因素間具有中度相關之關聯。 接著本研究為落實服務科學之思維與方法，將影響客戶喜好因素之架構結合決策支援系統，以決策支援系統的三個主要元件，資料庫、模式庫、對話管理提出概念設計，以重要性-績效矩陣(IPA)作為改善服務之排序參考，以及使用品質機能展開(QFD)作為在設計與創新服務的過程中納入客戶需求之方法；此外，也使用權重及客戶滿意度作為瞭解客戶對國際快遞物流服務之偏好程度及對方案之態度參考，使國際快遞物流企業能更有效率的提供滿足客戶個人偏好的服務。 / The maturity of industries and the saturation of markets make industrial competition more and more cost-oriented and service-oriented. To survive the keen market competition, the logistic industry has no choice but to reduce price, which leads to a lower level of service quality. With the uprising consumer awareness and service science, the management of service quality becomes more and more important. Driven by the need of higher service quality and lower cost, international logistic enterprises should combine relevant technical advantage and service science intellect to meet consumer demand, increase service efficiency, and innovate service. This research utilizes AHP method to create 4 service quality dimensions corresponding to customer demand and 12 criteria to measure these dimensions. After the establishment of customer preference framework, interview with 40 largest customer of a certain international logistic company and then examine the validity by the O.I.I. of Expert Choice. There are 32 questionnaires pass the consistency check. Analysis found that the weight of criteria which effect customer preference in sequence is “Integrity / trust worthiness”, “Easy to use”, and “speed of delivery”. As to dimensions, customers value “Respond” and “ Understand me” most. From the “Surprise” dimension we found customer need continuous improvement and steady service. Unsystematic changes and innovates are not preferred. In statistic analysis, “Speed of delivery” and “Integrity / trust worthiness” two dimensions have greater level of scatter on customer emphasis, which indicates there are some samples have special emphasis on these two factors and some factors have mid-level correlation. To practice the intellect and method of service science, this research combines the framework of factors that affect customer preference and decision support system. Concept designed by the 3 main part of a DSS : Database, Model base, and Dialog management, use IPA as the reference of service sequence improvement, and utilize QFD to bring in customer demand in the design and innovation of service. In addition, use weight and customer satisfaction as refer to understand international logistic service preference level and attitude toward programs. To bring more efficient and customer preference satisfied services.

雲端運算(Cloud Computing)，是近年來在資訊科技與商業資訊應用領域中，佔有相當重要地位的研究與應用議題。眾多企業的執行長與資訊專家宣稱，雲端運算可降低基礎硬體設施與軟體維護的管理成本，為企業組織帶來新的契機與創造全新的商業模式。並非所有人都對雲端運算有正面的評價，部分專家學者指出，科技公司如Google、Microsoft與Amazon等大力推廣雲端運算，皆為了其利益和提高其現有硬體設備資產之利用度，過度高估雲端運算的價值以吸引企業客戶外包更多資訊系統與資訊應用。而無論雲端運算是否能成為下個世代的潮流，未來電腦發展趨勢，已有趨向集中分散各處的運算資源來完成需要高度運算能力服務之現象。 　　本研究提出一分析模式，預期讓中小企業(Small and Medium-sized Enterprise ,SME)進行外包資訊系統決策，在採用傳統外包與雲端運算外包此二種模式中做抉擇時，能對可能影響決策之因素進行評比與重要性排序，讓雲端服務提供廠商了解使用者所重視的要點以改善現有的服務與加強其發展的方向。本研究亦蒐集雲端運算的相關文獻與各方評價，以及與雲端運算相關之技術和特性，彙整成為一多面向之因素模型。本研究使用德菲法(Delphi Method)與層級分析法(Analytic Hierarchy Process, AHP)，透過製發問卷來濾除模型中不重要之因素與分析因素之間相對的重要程度。本研究之最終研究結果顯示安全性(Security)與穩定性(Stability)兩大面向與相關因素，為中小企業在進行外包決策與選擇服務提供商之優先考量。