農委會為了提升網站服務品質，委託經營「休閒農業服務網」的台灣農業資訊科技發展協會執行整合旗下二十個子網站計畫，同時參加研考會的評獎，並以「政府服務品質獎評獎作業手冊」為依據，評分設計總分1000分，且應分為外部效益550分、內部效益佔150分、流程整合200分及資通訊服務導入100分。
本研究目的是訂定可衡量且相對客觀的網站績效指標，以利後續跨網站整合。透過文獻探討、深度訪談、焦點團體訪談等方式確認目前網站現況及網站重要使用者的建議，並透過AHP（Analytic Hierarchy Process；層級分析法）得到指標權重，最後與執行單位制定可衡量的關鍵績效指標。結果分為四部分。
1. 內部效益指標150分則分為實際改善程度（人力、時間及設備）及三
構面(工作士氣、配合度、協調性提升及題項改善程度)，各佔75分。
2. 外部效益指標550分共有四個構面，權重以括弧表示，依序為資訊品
質（0.34）、服務品質（0.28）、溝通品質（0.20）及系統品質（0.19）。
其中內、外部效益指標是分別透過實際改善程度及問卷評估。而流程
整合及資通訊服務導入則把焦點團體訪談的建議及休閒農業服務網未來想改進的項目彙整，最後以各類全部應改進事項總完成率計分。
3. 流程整合200分總共有十五項待改進項目，由於項目本身評鑑難易有
別，其中九項是透過焦點團體訪談評鑑，其餘六項透過專家審核。
4. 資通訊服務導入100分總共有五項待改進項目，其中四項是透過焦點
團體訪談評鑑，其餘一項透過專家審核。
本研究發展一套流程結合理論與實務，並建置非營利網站關鍵績效指標（KPI - Key Performance Indicators），以作為其他非營利網站或商務網站重要之參考。 / The Council of Agriculture authorizes Taiwan Agriculture Information Technology Association, the management team of EZGO website, to integrate the twenty subsites of EZGO and enhance the website service quality. In addition, EZGO will participate in the evaluation contest held by Research, Development and Evaluation Commission. According to the “Operation Manual of Evaluation of Government’s Service Quality”, evaluation design should include 1,000 points in total, which contains 550 points for the exterior performance indicator, 150 points for the interior performance indicator, 200 points for the process integration and 100 points for the implementation of ICT. (Information Communication and Technology)
The objective of this research is to provide EZGO with measurable and objective KPI (Key Performance Indicators) to integrate its subsites. Through the literature review, in-depth interviews and a focus group interview, the current situations of the web portal, its subsites and suggestions from important users are confirmed. After that, the analytic hierarchy process method to calculate the weight of performance indicators is used. Finally, discussion with executing unit is carried out in the research for setting the measurable KPI, which gives the results in four parts as follows:
1. The interior performance indicator includes the level of improvement in cost (i.e. human resources, time and equipment) and three criteria (i.e. improvement of work morale, compliance and coordinance, as well as their sub-items) for 75 points each.
2. The exterior performance indicator includes 4 criteria with weights indicated within the parathesis in sequence of information quality (0.34), service quality (0.28), communication quality (0.20) and system quality (0.19).
The interior and exterior performance indicators are evaluated via the evaluation on level of improvement in cost respectively and questionnaire. For the process integration and implementation of ICT, the users’ suggestions from focus group interview and the items to be improved for future EZGO are combined accordingly. Finally, scores are taken via total completion rate of all items to be improved in each category.
3. The process integration contains fifteen items to be improved in total. Owing to the difficulty of assessment, nine items are assessed via the focus group interview and expert’s assessment for the remaining six items.
4. The information communication technology contains five items to be improved in total. Four items are assessed via the focus group interview and expert’s assessment for the remaining one item.
This research develops a set of procedures to combine theory and practice, which establishes the KPI for non-profit portals. Such KPI serves as an important reference for other non-profit or e-commerce portals.
| Identifer | oai:union.ndltd.org:CHENGCHI/G0095362007 |
| Creators | 李峰政 |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 中文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
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