从服务品质谈学校网站功能架构afunctionalframeworkofwebsite.pdfVIP

Vol. 6, No. 3, June 2003 WEB JOURNAL OF A Functional Framework of School Web Site From the Perspective of Service Quality 從服務品質談學校網站功能架構 陳純美 Chunmei CHEN 楊亨利 Heng-Li YANG Printed by Committee on China Research and Development Faculty of Business Administration The Chinese University of Hong Kong .hk/ocrd/cmr.htm Vol. 6, No.3, June 2003,㆗ 華管理評論 26 從服務品質談學校網站功能架構 A Functional Framework of School Web Site From the Perspective of Service Quality 陳純美 Chunmei CHEN 政大資管系碩士生 楊亨利 Heng-Li YANG 政治大學資訊管理系教授 email: yanh@.tw 摘要 對於學校而言，教學為其主體服務，過去的文獻㆗曾有許多學者探討教學品質的衡 量，然而除了教學以外，如果以服務品質的角度來看，我們尚須考量到週邊服務的品質衡 量，包括研究、輔導、其它服務等。另㆒方面，由於網際網路的急遽發展，目前許多企業 也透過網路科技提供服務，因此也有部分學者嘗試探討網際網路服務品質的衡量，希望透 過服務品質的提昇達到行銷效益。本研究嘗試以之前研究的學校網站服務品質衡量模式觀 點，提出學校網站功能的系統架構，希望提供給學校在架構網站之參考。 關鍵詞：學校網站、服務品質、教育行銷、顧客導向 Abstract To an academic institution, teaching is the primary service. In literature, researchers have investigated how to assess the quality of education. In addition to teaching, we must consider other services such as research, guidance, etc., in order to provide better overall service. Because Internet has developed rapidly, many businesses have provided Web services, so have the academic institutions. The institutions hope to apply the Internet as marketing and educational tools to better serve their students. This research ad