政治傳播具有高度的不可確定性，傳播過程裡的訊息無時無刻地產生發出，且經常讓人感到不可捉摸，而政治則是為調和成員之間的歧異所達成約束集體決策的活動的過程。中央民意代表對於這種人與人之間的相互傳播過程尤其重視，因為這是他的日常生活與工作的情境，中央民意代表與微觀民意之關係，即是於政治傳播情境中探索人民意義認知與再現的過程，屬於政治社會化歷程。 人民除了以投票的行為表達民意之外，微觀民意，將如何成為政府治理與決策的依據呢？就本文之研究發現，微觀民意不僅具有反映公共政策且具有影響政府決策的能力，但必須仰賴訊息能有效地傳播的基礎。微觀民意如何透過政治傳播歷程形成影響公共的結果？微觀民意與中央民意代表中介者之關係？是本研究的問題意識。中央民意代表接收民意的管道來源包括大眾傳播媒體、本身與民意的互動及週遭人士所提供的訊息等，其中以公共服務所接收的民意訊息最為直接且豐沛，尤其在2008年我國中央民意代表選舉制度改為小選區制後，中央民意代表對於選區內的民意更為重視採用。 公共服務是中央民意代表與微觀民意間重要的中介工具之一，因此使用者體驗之品質評價及其關係管理，成為公共服務流程中重要的品質設計概念，敏銳的生產設計者也可能因此發現使用者的潛在需求，而發揮創新的動能，本研究在中央民意代表的公共服務中，藉由10,000小時以上傳播互動、超過2,000組個案，統計分析微觀民意樣態，以了解使用者實證經驗與評價，以實證質性研究歸納出民意需求的實質內容，整合量化之研究，提出本文之論述：中央民意代表與微觀民意之意義建構在公共服務歷程中共構，形成影響公共的政治傳播。 從微觀民意觀點，探討中央民意代表公共服務之品質，其變項由公共服務品質、信任（滿意度）、政治效能感、忠誠度及形象五個構面加以檢證，公共服務品質之因子包括便利度、可靠度、溝通度、專業度及關懷力五個子構面。研究結果與假設吻合，公共服務品質自變項與應變項各構面間具有相關性及關聯度，且信任(滿意度)為公共服務品質與政治效能感之中介變項。 此外，本研究之重要發現為，在公共服務品質中影響「政治效能感」的評價主要因素為「信任」，而「信任」的建立又奠基於公共服務之「專業度」與「關懷力」，微觀民意因此必須在具有理解的「情感認知」對話情境中，公共服務者提供具有「法理專業」素養對現行公共政策缺陷與潛在需求的「意義建構」澄題與諮商歷程，公共服務品質流程中之「關懷力」評價，對於中央民意代表之「忠誠度」具有重要影響力。 微觀民意鑲嵌公共服務與中央民意代表之政治傳播歷程將因此有新的意義建構，連結並影響巨觀體制的公共的能力，公共服務品質之管理方法論，必須建置以公共利益為軸心之流程設計概念中，注入細緻的創新元素「關懷力」及「專業度」，使人際與語意傳播之意義建構在具政治信任及政治效能感成份之公共服務流程中，微觀民意得以發揮對於巨觀的社會體制產生影響與改變的能力，使百姓與國家治理者產生有效對話機制。

隨著全球通訊技術的發展，第四代行動通訊系統(4G)已進入我們的生活之中。其中又以長期演進技術（Long Term Evolution, LTE）為代表。LTE使用了正交分頻多工(Orthogonal Frequency-Division Multiplexing, OFDM)以及多輸入多輸出(Multi-Input Multi-Output, MIMO)技術，使得第四代行動網路在上傳以及下載時，能擁有更大的傳輸量，及更遠的傳輸距離。 　　當下載時，因為每位使用者所在的環境不同，造成傳輸量、延遲時間因而不同，所以基地台分配資源時，尚有許多改善的空間。目前，許多文獻在探討如何公平且有效地分配資源塊(Resource Block, RB)給使用者裝置(User Equipment, UE)，如Proportional Fair (PF)與Modified Largest Weighted Delay First (MLWDF)兩種排程機制。前者考量了優先權的公平性，但沒有考量服務品質(Quality of Service, QoS)；後者對於較即時的封包有較高的優先權，卻導致資源分配不均，將大量的資源給部份使用者。本篇論文著重於公平性以及服務品質的考量，使用不同方式的佇列存放各種不同的資源型態(resource type)，依照資源型態佔整體資源數量的比例，以及計算出Adaptive Modified Largest Weighted Delay First (AMLWDF)的優先權值，針對各個UE與各個通道(channel)做全面性地配置，來提昇公平性及降低延遲以符合QoS要求。 / Owing to the development of global communication technology, the Long Term Evolution (LTE) is the latest technology for the fourth generation mobile communication systems (4G) that has entered into our lives. LTE uses Orthogonal Frequency Division Multiplexing (OFDM) and Multiple-Input Multiple-Output (MIMO) technology to provide high data rate transmission and long distance transmission when users doing download and upload. When doing download, users may have different throughput, delay time, and jitter due to they are in different locations. To improve these performance indexes, the E-UTRAN Node B (eNodeB) has to allocate resource blocks efficiently. In the literature, many works explore how to fairly allocate resource blocks (RB) to users. Proportional Fair (PF) and Modified Largest Weighted Delay First (MLWDF) are two example scheduling mechanisms. PF considers service priority and fairness, but doesn't consider the Quality of Service (QoS). MLWDF considers QoS but not service priority and fairness, and allows eNodeB giving more resources to particular users. In this thesis, we focus on resource allocation problem of downlink scheduling in LTE. Considering fairness and QoS, we store various resource types into particular queues and calculate the priorities using Adaptive Modified Largest Weighted Delay First (AMLWDF). The relationships between users and channels are coordinated according to the priorities for the sake of enhancing the fairness and reducing the delay time and jitter.

人口結構逐漸呈現高齡化，是現今世界上許多國家共同的趨勢，而我國的人口結構也漸漸邁入高齡化的趨勢，許多關於老人福利、安養、退休生活等議題益發值得討論，加之目前年輕人平均所撫養長輩人數之「撫養比」有不斷攀升的現象，顯示老人照顧議題更成為其中越來越不可忽視的重要一環。而我國公部門體制下的老人照顧人力資源運用，目前則正面臨著環境與法規變遷的挑戰，因此老人照顧的人力資源如何妥善配置，並針對其相應的工作職能進行強化，是為本研究主要探討的面向。 因此本研究經由組織分析、工作分析、個人分析等三層次訓練需求評估理論，並輔以中外文獻檢視，探討我國北區老人之家頤苑自費安養中心此一之個案。本研究運用質性研究方法，以北區老人之家頤苑自費安養中心老人照顧服務員及中心管理人員為研究對象，進行深度訪談，評估未來發展之訓練需求，最後根據文獻探討與深度訪談之研究發現，提出針對北區老人之家頤苑自費安養中心照顧服務員未來訓練規劃之建議，俾優化照顧人力的運用狀況，以提升老人照顧服務的品質。 本研究主要結論包括：(一) 組織承諾與團隊建立面向：可靠性之導向；（二）工作知能與工作態度面向：反應性與保證性之導向；（三）自我成長與生涯規劃面向：有形性與關懷性之導向。盼此些實務建議可作為我國公辦民營老人安養機構改善照顧人力運用與配置的參考。 / The increasing aging phenomenon of the structure of population is the common issue to many countries around the world in this days, and our country also faces the same situation. There are so many issues of senior citizens' welfare, healthcare, and retired life need to discuss. This survey executed through the 3 theories of training demands: organization analysis, work analysis and individual analysis, to investigate the chosen case: northern region senior citizens' home. This survey adopted qualitative research method, proceeded to interview to the nursing aides of northern region senior citizens' home, to evaluate the training demands of further developing, and then present the conclusions of the survey which was based on both the literature review and research findings of depth interview. The conclusions of this survey include the following: (1) The dimension of organizational commitment and team building: Reliability. (2) The dimension of work skills, and Work attitude: Responsiveness and Assurance (3) The dimension of self growth and career planning: Tangibles and Empathy. Expecting these suggestions could improve the using of care staff and the quality of elderly care.

根據調查台灣網路的使用已相當普及，並且瀏覽網路新聞已成為民眾主要的網路使用行為之一，此外網友在觀看線上新聞時，「Yahoo!奇摩新聞」的使用量高居新聞網站之首，在網路世界的影響力不容小覷。過去多數的相關研究主要針對「傳統媒體所支援的新聞網站」進行調查，本研究認為入口網站新聞平台仍有進一步研究的空間，並且在廣告傳播的過程中，新聞網站的點擊率與瀏覽人次影響著廠商廣告效果的評估，因此本研究以「Yahoo!奇摩新聞」作為研究對象，並以提升使用者滿意度、忠誠度為目的，探討品牌形象、網站服務品質、網站資訊品質對於滿意度與忠誠度的影響。 本研究以網路問卷的形式，在批踢踢平台進行問卷發放，共回收500份有效問卷，並根據本研究假設與架構，利用因素分析、信度分析、皮爾森相關分析、迴歸分析與ANOVA變異數分析進行假設驗證。研究結果顯示，品牌形象、網站資訊品質、網站服務品質對於使用者滿意度與忠誠度皆具有顯著影響，並且以品牌形象對滿意度與忠誠度的影響最深。此外，本研究亦驗證品牌形象與網站資訊品質、網站服務品質之間具有相互影響性。而在人口統計變項部分，本研究同樣驗證了性別、年齡、居住地、教育程度、職業、每月可支配所得會對整體研究架構產生影響。本研究額外發現，「是否曾將Yahoo!奇摩設為首頁」同樣會對整體研究產生影響。 最後根據量化的結果，本研究進行質化訪談並針對Yahoo!奇摩新聞提出三點行銷策略上的建議，如下： 1.重視不同使用者對新聞資訊的需求，提供更為客製化的新聞版面 2.嚴格挑選新聞來源，塑立專業新聞網站形象 3.增加Yahoo!奇摩的首頁設置率，以提高首頁新聞版位的曝光率

近年來，網路購物的興起改變了民眾消費的習慣。網路商店不受時間和空間的限制，並且提供顧客多樣化的服務，已經成為企業行銷活動中重要的通路之一。台灣網路購物環境呈現市場規模快速成長但是競爭十分激烈的形態。對於網路商店業者來說，增加顧客購買次數並且提高顧客忠誠度是維持企業經營的最重要目標。 本研究即探討影響消費者網路購物之因素。從網路購物服務品質、滿意度、信任度、和忠誠度四個因素切入，並且探討因素間的相互影響關係。研究發現，網路購物服務品質會直接且正向顯著地影響顧客忠誠度，亦會透過滿意度來間接影響忠誠度。而網路購物信任度則是透過滿意度來間接地影響顧客忠誠度。此外，在調查消費者參與網路購物行為上則發現，消費者參與網路購物的主因是考量方便性和價格便宜。最擔心網路購物對個人造成的傷害上則以個人資料外流和產品品質不良最高。在選擇購物網站最重視的因素則為產品與服務的可靠性和線上交易的安全性。因此，網路商店業者若要提高顧客的忠誠度，可以從網站服務品質的提升、線上交易的安全性著手，提供顧客一個方便且安全的交易環境。 / The rise of online purchasing has changed people’s purchasing habits. Online shop is an important marketing channel for a business because of its open-ended shop hours and virtual shopping space as well as providing diversified services for customers. It appears that the online purchasing environment in Taiwan is fast-growing and competitive. Therefore, increasing purchasing frequencies and improving customer’s loyalty are important tasks for all online shops. This study investigated the factors that influence consumer’s online purchasing loyalty. It discussed and examined the relationship among online service quality, satisfaction, trust, and loyalty. In the study, service quality is found to not only directly affect loyalty but also indirectly affect loyalty via satisfaction. Trust is also found to indirectly affect loyalty via satisfaction. Besides, in the investigation of online purchasing behavior, there are three main findings. The first, the main reasons why consumers choose online shopping are considering convenience and lower price. The second, they are most worried about personal information outflow and defective products. The third, they most care about reliability of product and service as well as security of online purchasing. As a result, in order to improve customer loyalty, it should increase the online service quality and security those provide consumer a convenient and safe shopping environment.

WCDMA是一個寬頻直接序列分碼多工存取(DS-CDMA)系統，使用正交可變展頻係數(Orthogonal Variable Spreading Factor，OVSF)碼以支援多樣化的資料傳輸速率，提供可變動位元速率和服務品質(Quality of Service，QoS)保障，以滿足使用者對多媒體應用服務的需求。在本研究中我們將訊務分群並配置符合的正交變數展頻係數碼的方式，來處理資源分配的問題，期讓每位使用者都能有滿意的服務品質。在論文中，為提供不同等級的差別服務以兼顧QoS和避免頻寬浪費，我們提出以動態群組配置的方式，從所有提出服務要求的訊務中，依其服務優先等級順序，挑選適合的訊務，將其放置於同一群組。系統會配置一OVSF碼給此群組，透過分時共用來進行資料傳輸，使其能提供多樣化的資料傳輸速率，減少碼阻斷，提高系統頻寬的使用率，並滿足使用者對服務品質的需求。實驗模擬顯示，本研究所提出的方法能提供多樣化的資料傳輸速率，並能有效減少碼阻斷，提高頻寬及系統使用率，並達到QoS的要求。 / WCDMA is a wideband Direct-Sequence Code Division Multiple Access (DS-CDMA) system, it uses Orthogonal Variable Spreading Factor (OVSF) codes to support diverse data transmission rates. Orthogonal variable spreading factor codes have the ability to provide variable bit rates and QoS to meet different multimedia application requirements. In this research, we group the traffic and use Orthogonal Variable Spreading Factor (OVSF) technique to deal with resource allocation problem in order to offer satisfactory quality of service to the users. We propose dynamic group allocation method to provide differentiated services in order to meet the QoS requirement and avoid bandwidth wasting. From all those requested services, we move all those services of the same service priority to the same group. The system will subsequently assign OVSF code to each group. Data transmission of each group is based on time-sharing mechanism. Simulations show that the proposed method can provide diverse data transmission rates, and is able to reduce code blocking rate, increase bandwidth and system utilization, and meet the QoS requirement.

在我國入出境的旅客，大多數是經由桃園國際機場入出境，因此桃園國際機場可說是我國國家的大門，國際機場予人的觀感就是對於我國的第一印象。當旅客抵達國際機場時，首先會接觸到的即是海關通關作業，因此如果海關通關作業的服務品質良好，不但可提高旅客滿意度，更有助於提升我國在國際中的形象。 本研究參考Parasuraman,Zeithaml＆Berry（1988a，1991）所發展之服務品質量表，根據台北關稅局的海關通服務特性加以修正，設計出服務品質有關的26個題項，另參考Olorunniwo, Hsu＆Udo（2006）與Ruyter, Wetzels＆Birgelen（1999）對顧客服務滿意度的定義，並依此定義設計旅客滿意度量表的5個題項，衡量海關通關服務品質與旅客滿意度，運用SPSS統計套裝軟體，對回收之有效問卷進行統計分析，驗證本研究所探討之假設。本研究發現如下： 一、入境旅客所期望的海關通關服務水準與其實際所感受到的服務水準有顯著差異；而出境旅客所期望的海關通關服務水準與其實際所感受到的服務水準除有形性構面無顯著差異外，其餘反應性、可靠性、保證性與關懷性等四個構面皆有顯著差異。 二、入出境旅客所期望的海關通關服務水準與海關人員對旅客所期望的服務水準認知皆在關懷性構面有顯著差異，其餘構面皆無顯著差異。 三、入境旅客實際所感受到的海關通關服務水準與旅客的整體滿意度有顯著相關；而出境旅客實際所感受到的海關通關服務水準與旅客的整體滿意度在保證性與關懷性構面有顯著相關。 四、不同屬性入境旅客對其實際所感受到的海關通關服務水準在不同性別與不同年齡有顯著差異；不同屬性出境旅客對其實際所感受到的海關通關服務水準在不同職業、不同國別與不同月收入有顯著差異。 五、不同屬性入境旅客對其所期望的海關通關服務水準在不同國別有顯著差異；不同屬性出境旅客對其所期望的海關通關服務水準無顯著差異。 六、不同屬性入境旅客對旅客的整體滿意度在不同性別、不同年齡、不同職業、不同月收入、不同旅遊目的與不同使用頻率有顯著差異；不同屬性出境旅客對旅客的整體滿意度在不同國別、不同月收入與不同使用頻率有顯著差異。 七、不同屬性的海關人員對旅客所期望的海關通關服務水準認知無顯著差異。 本研究依據研究發現提出建議，以供海關機關與後續研究之參考。 / The passenger entering or leave the country in our country, the great majority enter or leave the country via Taoyuan International Airport, so Taoyuan International Airport can be regarded as the gate of the country of our country, the impressions that the International airport gives to people are the first impression on our country. When the passenger reaches the International airport, it can touches to be customs clear customs the homework at first, so if the customs clearance of the service quality of the homework is good, not only can improve passenger's satisfaction, contribute to improving the image in world of our country even more. consults Parasuraman, Zeithaml& Berry (1988a,1991)Service product quality forms developed, revise according to the open service characteristic of the customs of Taibei Bureau Veritas, is it serve quality relevant 26 question item to design, consult Olorunniwo, Hsu& Udo separately (2006) And Ruyter, Wetzels& Birgelen (1999) Definition of the satisfaction to customer service, and definition design passenger to be satisfied to measure 5 question item of form according to this, weigh customs is it serve quality and passenger satisfaction to clear customs, use SPSS to count the suit software, carry on statistical analysis to the effective questionnaire retrieving, verify the assumption that this research institute probes into. Originally discover as follows: 1. Inbound passenger has significant difference between the customs clearance service level of the passenger’s expectation and the customs clearance service level of the passenger’s actual perception, however, outbound passenger only has not significant difference in Tangibles between the customs clearance service level of the passenger’s expectation and the customs clearance service level of the passenger’s actual perception, the other four dimensions, responsiveness, reliability, assurance and empathy all have significant difference. 2. Inbound passengers and outbound passengers both have significant difference between the customs clearance service level of the passenger’s expectation and the customs clearance service level of the passenger’s expectation by the customs officer’s sense in empathy dimension, the other dimensions all have not significant difference. 3. Inbound passenger has significant relationship between the customs clearance service level of the passenger’s actual perception and the entire passenger’s satisfaction, however, outbound passenger has significant relationship between the customs clearance service level of the passenger’s actual perception and the entire passenger’s satisfaction in assurance and empathy. 4. Different attribute inbound passenger to the customs clearance service level of the passenger’s actual perception have significant difference in the different sex and different age. Different attribute outbound passengers to the customs clearance service level of the passenger’s actual perception have significant difference in the different month income, different occupation and different country. 5. Different attribute inbound passenger to the customs clearance service level of the passenger’s expectation have significant difference in the different country. Different attribute outbound passengers to the customs clearance service level of the passenger’s expectation have not significant difference. 6. Different attribute inbound passenger to the entire passenger’s satisfaction have significant difference in the different sexual, different age, different occupation, different monthly income, different purpose of travel and different using times. Different attribute outbound passenger to the entire passenger’s satisfaction have significant difference in the different country, different monthly income and different using times. 7. Different attribute customs to the customs clearance service level of the passenger’s expectation by the customs officer’s sense have not significant. To conclude, this study has some suggestions by empirical finding, customs organization and future study may referable.

電子資源館藏與服務在目前的大學圖書館佔有重要地位，大量且廣泛使用的對象為教師與研究生。雖然電子資源受到使用者的喜愛，但是也帶來許多複雜問題，因此，有必要從使用者的角度針對大學圖書館電子資源進行服務品質評鑑研究，有助於圖書館管理者未來發展出更符合使用者期待的電子資源服務。本研究之研究目的包含以下幾點：(1)探討大學教師與研究生對於圖書館電子資源服務的認知、重要性及使用現況；(2)探討電子資源服務品質評鑑意涵及可評鑑項目；(3)建構電子資源服務品質評鑑指標與測量工具；(4)實施電子資源服務品質評鑑以改善其服務品質，進而提供最佳電子資源服務。 本研究透過焦點團體法具體建構出大學圖書館電子資源服務品質評鑑指標，共包含三個構面與28項指標，訪談結果亦作為發展問卷之基礎。為確保指標的可行性，研究者實際發放問卷予政治大學的教師與研究生，獲得以下結論：(1)網路使用時間會影響使用者使用圖書館電子資源的頻率；(2)使用者使用圖書館中文資料庫的使用率明顯高於西文資料庫；(3)使用者使用圖書館資料庫的主要目的為「學術研究」與「課業學習」；(4)「圖書館電子資源指南」與「圖書館學術資源探索系統」為使用者查找圖書館電子資源的主要管道；(5)使用者的圖書館資料庫檢索方式以「基本檢索」與「進階檢索」為主；(6)使用者偏好將電子期刊或電子書列印紙本閱讀；(7)使用者肯定圖書館電子資源對於「完成論文計畫書/論文」、「完成作業/報告」、「提升學術研究效益」的價值；(8)沒有圖書館資料庫推廣活動參與經驗的使用者高達六成；(9)使用者認為圖書館最重要的電子資源服務為電子資源的全文提供與權威性；(10)使用者認為圖書館最滿意的電子資源服務為電子資源的權威性；(11)使用者認為圖書館最不重要的電子資源服務為館員回應線上諮詢服務的速度、館員對於使用者電子資源需求的掌握；(12)使用者認為圖書館最需要改進的電子資源服務為電子資源的全文提供、電子資源網站取得全文的易用性；(13)整體滿意度尚待提升，政大圖書館應著重電子資源館藏的提供。 針對所獲得的研究結果，本研究提出幾點建議：(1)圖書館應深入了解教師及研究生的需求，充實電子資源館藏的數量與品質；(2)在電子資源網站上放置清楚的圖示或連結、提供完整的資料庫說明；(3)圖書館與資料庫廠商應定期舉辦使用者滿意度調查；(4)配合課程提供教師相關的資料庫清單與資料庫講習訊息、提前於暑假期間針對碩一生開設電子資源基本搜尋課程。 / Electronic resources collections and services occupy an important position in current university libraries, a large number of teachers and graduate students use them widely. Although electronic resources are popular with users, they also bring a lot of complex issues. Therefore, it is necessary to use point of views of users to conduct service quality evaluation for electronic resources in university libraries. It can help library managers to develop electronic resources services more in line with user expectations in the future. This research has four purposes: (1) to investigate the cognitive, the importance and current use of library electronic resources services for teachers and graduate students ; (2) to explore implications and availability of electronic resources service quality evaluation; (3) to construct indicators and measurement tools of electronic resources service quality evaluation; (4) to implement electronic resources service quality evaluation to improve service quality, then providing the better electronic resources services. This paper had formed focus groups to construct electronic resources service quality evaluation structure which is including three dimensions and 28 indicators. Interview results also use as a basis for the development of questionnaires. In order to ensure the feasibility of indicators, questionnaires have been collected from teachers and graduate students of National Chengchi University, and obtained the following conclusions: (1) Internet usage will influence the use frequency of library electronic resources; (2) the usage of Chinese databases significantly higher than the Western languages databases; (3) the main purpose of the library users to use databases are “academic research” and “learning”; (4) “E-Resource Gateway” and “Discovery Services System” are main channels of users to find the library electronic resources; (5) “Basic Search” and “Advanced Search” are main retrieval methods of library databases of users; (6) users prefer print out electronic journals or e-books to read; (7) users affirm Library electronic resources are good for the value of “complete proposal and thesis”, “finish homework and report”, and “enhance effectiveness of academic research”; (8) users who did not participate in promotional activities of library databases up to 60%; (9) users consider the most important electronic resources services are full text and authority of electronic resources; (10) users consider the most satisfying electronic resource services is authority of electronic resources; (11) users consider the least important electronic resources services are response speed of online consulting services of librarians and grasping of user requirements of electronic resources of librarians; (12 ) users consider provide full-text of electronic resources and the usability to get the full-text in electronic resource websites are electronic resources services that most need to improve; (13) overall satisfaction has yet to improve, National Chengchi University Library should focus on providing electronic resources collections. According to the research results, this paper also proposed several suggestions: (1) the library should understand the needs of teachers and graduate students, and enrich the quantity and quality of electronic resources collections; (2) the library should place a clear icon or link in electronic resource websites, to provide complete descriptions of databases; (3) the library and database vendors should conduct user satisfaction surveys regularly; (4) the library should provide teachers with related databases lists and databases workshops messages, and offer basic search courses of electronic resources during summer vacation for freshmen in master’s program.

本研究依據Oliver(1997, 1999)所提出之「認知－情感－意欲之忠誠架構」，探討品牌可信度及服務便利性對服務品質與忠誠度之關係所產生的影響，並進一步驗證熟悉度之調節效果。因此，本研究之目的為：(1)檢驗服務便利性與知覺服務品質、整體滿意度及忠誠度之關係；(2)探討品牌可信度對服務便利性及知覺服務品質之影響；(3)驗證熟悉度對服務便利性與整體滿意度及知覺服務品質與整體滿意度之調節效果。 本研究蒐集362份問卷，其中354份為有效樣本。在研究分析方面，本研究運用結構方程模式進行模式配適度檢定及假設驗證。 研究結果發現，品牌可信度對服務便利性及知覺服務品質皆有正向之影響，其次，服務便利性會正向影響整體滿意度及忠誠度，而知覺服務品質中，僅員工品質與服務便利性有正向之關聯。最後，滿意度會正向影響到顧客忠誠度。在熟悉度方面，本研究之分析結果亦證實不同程度之熟悉對知覺服務品質與滿意度間之關係會產生不同的調節效果。 / This research bases on the cognitive-affective-conative loyalty framework of Oliver (1997, 1999) and tests how service convenience and brand credibility affect the relationship between service quality and loyalty. These relationships are then hypothesized to be moderated by high versus low knowledge. Therefore, the purposes of this research are: (1) examining how service convenience affects service quality, satisfaction, and loyalty; (2) examining if brand credibility affect service convenience and service quality; (3) testing whether familiarity moderate the relationship between service convenience and satisfaction and the relationship between service quality and satisfaction. This research received a total of 362 returned questionnaires, in which 354 were valid, and the proposed model was evaluated using SEM, which is a powerful second-generation multivariate technique for analyzing causal models with an estimation of the two components of a causal model: measurement and structural models. The results show that brand credibility has positive relationship with both service convenience and service quality. Second, service convenience has positive impact on both satisfaction and loyalty, but only employee service quality has positive relationship with service convenience. Third, satisfaction and loyalty have positive relationship. Finally, the relationship between service quality and satisfaction is moderated by familiarity.

本研究的目的為探討與人力網站服務品質相關的課題，即瞭解求才廠商（人力網站使用者）對於人力網站的滿意度、組織因素與使用者因素對於總滿意度、各項服務品質的滿意度及重要性評量的影響狀況、以及不同的服務品質衡量方式（單題分數與組合加權平均分數）對於總滿意度的預測情況。本研究以104人力銀行為對象，整理其過去一年客戶服務的資料，並訪談該網站的客戶服務人員，形成本研究問卷，問卷發放2566份給104人力銀行之求才廠商使用者，回收1141份有效問卷，問卷回收率為44.46％。 針對求才廠商使用者，本研究的結果發現：（一）整體而言，求才廠商對於人力銀行的整體服務品質感到滿意；（二）求才廠商對於各個服務品質（客服人員、資料庫媒合、網路工具、內容養及招募成效）方面的滿意度與重要性感受都頗高，各向度的重要性與滿意度平均分數皆在2.5以上（4點量表）；（三）若干組織因素與使用者因素對總滿意、各個服務品質的滿意度、重要性感受有預測力；（四）根據總滿意的分數，把求才廠商區分為「不滿意組」與「滿意組」，發現兩組皆在招募成效方面的滿意度較低，而在客服人員方面的服務滿意度較高；（五）而在預測總滿意度方面，發現採用採用單題分數的預測力較組合加權平均分數來得高。 研究者針對各個服務品質項目與各因素（組織因素、使用者因素）間相關情況的原因加以討論、檢討本研究的限制，並提出對研究與實務建議。