近年線上資訊系統快速發展，普及率與民眾接受度也逐漸提高。然而，在我們的觀察中，目前線上資訊系統的品質落實普遍有個問題，即是資訊服務業者於系統實際營運後再藉由使用者問卷與回饋性的資訊來做品質調整。由於這樣的被動式補強，導致開發資金浪費與開發時程延宕等。
本研究為解決這些問題，我們帶入全面品質管理的概念，建議開發過程就要帶入品質。而由於資訊服務業為知識密集服務業，其中我們認為品質落實的工作又是相對更為知識密集之部份，因此我們首先透過整理文獻找出影響資訊系統至關緊要之資訊品質、系統品質與服務品質構面，並且以本體論之本體知識建置方法來建構出資訊系統品質本體。
此外，我們藉由訪談一資訊服務業者來完成本體實例的建置案例，最終搭配規則撰寫與推論引擎而導出可供實作之品質需求，提供資訊服務業者於系統開發設計的過程中即能獲取品質需求，以提昇系統之品質水準並降低日後品質提昇之維運成本。

Online information systems (OLIS) had been developed rapidly, and the public acceptance had also risen recently. However, the quality implementation of the existing OLIS was insufficient that most information service industry vendors improved quality by questionnaire surveys or users’ feedbacks after implementing OLIS. It was easy to result in resource-wasting and schedule-delaying in developing OLIS if adopting the passive improvement.
For these problems, this study presented the concept of Total Quality Control and suggested that quality need to be emphasized during the information system development process. Moreover, the information service industry was a kind of knowledge intensive service industry and the quality implement was comparative in knowledge intensive domain. Hence, this study reviewed three related dimensions which might affect the information system: information quality, system quality, and service quality. Then, this study built an information system quality knowledge model by Ontology.
Concerning the evaluation, this study worked with an information service industry vendor and added instances into the quality ontology for its project experiences. Furthermore, this study designed some rules and used these rules to reason what quality requirements was able to provide engineers some references during the function designing process. This kind of improvement in this study proposed a chance to upgrade the information system quality level and to reduce the maintenance cost in the future.

方世榮、張嘉雯、黃識銘（2003）。組織間關係長期導向之影響因素的探討－中小企業特質的干擾作用。臺灣管理學刊，3(1)，101-124。
劉艾華、王茂年、林英潔（2009）。本體論及推論應用於資料語意偵錯之研究。資訊管理學報，16(3)，29-54。
許旭志（2008）。97年度e化顧問培訓班案例集：台灣資訊服務業之現況與未來發展方向。台灣：經濟部商業司。
張玲星、顏河清（2006）。電腦化過程參與成員認知差異之研究 －以科技框架分析。資訊管理展望，8(1)，27-44。
葉美春（2006）。使用者對知識管理系統接受度影響因素初探－以中華電信為例。2006電子商務與數位生活研討會。
吳琮璠（2005）。會計財務資訊系統。台灣：智勝出版。
Alexander, J. E., & Tate, M. A. (1999). Web wisdom: how to evaluate and create information quality on the Web. Routledge.
Antoniou, G., & Harmelen, Frank van. (2008). A semantic web primer (2nd ed.). The MIT Press.
Bailey, J. E., & Pearson, S. W. (1983). Development of a tool for measuring and analyzing computer user satisfaction. Management Science, 29(5), 530-545.
Carman, J. M. (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing, 66(1), 33-55.
Chi, Y. L. (2009). A consumer-centric design approach to develop comprehensive knowledge-based systems for keyword discovery. Expert Systems With Applications, 36(2P1), 2481–2493.
Chi, Y.-L. (2007). Elicitation synergy of extracting conceptual tags and hierarchies in textual document. Expert Systems with Applications, 32(2), 349-357.
Chi, Y.-L., & Chen, C.-Y. (2009). Project teaming: Knowledge-intensive design for composing team members. Expert Systems with Applications, 36(5), 9479-9487.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340.
Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: A ten-year update. Journal of Management Information Systems, 19(4), 9-30.
DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60-95.
Eurostat. (1996). NACE Rev. 1: Statistical classification of economic activities in the European community. Eurostat.
Feigenbaum, A. (1983). Total quality control. New York: McGraw-Hill.
Gómez-Pérez, A. (1996). Towards a framework to verify knowledge sharing technology. Expert Systems with Applications, 11(4), 519-529.
Gruber, T. R. (1993). A translation approach to portable ontology specifications. Knowledge acquisition, 5, 199–220.
Gruber, T. R. (1995). Toward principles for the design of ontologies used for knowledge sharing. International Journal of Human Computer Studies, 43(5), 907–928.
Horrocks, I., Patel-Schneider, P. F., Bechhofer, S., & Tsarkov, D. (2005). OWL rules: A proposal and prototype implementation. Web Semantics: Science, Services and Agents on the World Wide Web, 3(1), 23-40.
Horrocks, I., Patel-Schneider, P., Boley, H., Tabet, S., Grosof, B., & Dean, M. (2004). SWRL: A Semantic web rule language combining OWL and RuleML. Available from http://www.w3.org/Submission/2004/SUBM-SWRL-20040521/.
Kahn, B. K., Strong, D. M., & Wang, R. Y. (2002). Information quality benchmarks: product and service performance. Communications of the ACM, 45(4), 184-192.
Katerattanakul, P., & Siau, K. (1999). Measuring information quality of web sites: Development of an instrument. ICIS 1999 Proceedings.
Kaynama, S. A., & Black, C. I. (2000). A proposal to assess the service quality of online travel agencies: An exploratory study. Journal of Professional Services Marketing, 21(1), 63.
Kettinger, W. J., & Lee, C. C. (1994). Perceived service quality and user satisfaction with the information services function. Decision Sciences, 25(5-6), 737-766.
Kettinger, W. J., & Lee, C. C. (1997). Pragmatic perspectives on the measurement of information systems service quality. MIS Quarterly, 21(2), 223-240.
Kim, J., & Lee, J. (2002). Critical design factors for successful e-commerce systems. Behaviour & Information Technology, 21(3), 185.
Klein, B. (2002). When do users detect information quality problems on the World Wide Web? AMCIS 2002 Proceedings.
Knight, S., & Burn, J. (2005). Developing a framework for assessing information quality on the World Wide Web. Informing Science, 8, 159-172.
Larsen, J. N. (2001). Knowledge, human resources and social practice: The knowledge-intensive business service firm as a distributed knowledge system. The Service Industries Journal, 21(1), 81.
Leung, H. K. N. (2001). Quality metrics for intranet applications. Information & Management, 38(3), 137-152.
Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). WebQualTM: A measure of web site quality. 2002 Marketing Educators’ Conference: Marketing Theory and Applications (Vol. 13, pp. 432-437).
McGuinness, D. L., Van Harmelen, F., & others. (2004). OWL web ontology language overview. W3C recommendation, 10, 2004–03.
Myers, B. L., Kappelman, L. A., & Prybutok, V. R. (1997). A comprehensive model for assessing the quality and productivity of the information systems function: toward a theory for information systems assessment. Information Resources Management Journal, 10(1), 6-25.
Myers, M. D., & Newman, M. (2007). The qualitative interview in IS research: Examining the craft. Information and Organization, 17(1), 2-26.
Naumann, F., & Rolker, C. (2000). Assessment methods for information quality criteria. Proceedings of 5th International Conference on Information Quality (pp. 148-162).
Negash, S., Ryan, T., & Igbaria, M. (2003). Quality and effectiveness in web-based customer support systems. Information and Management, 40, 757–768.
Noy, N. F., & McGuinness, D. L. (2001). Ontology development 101: A guide to creating your first ontology. Stanford Knowledge Systems Laboratory Technical Report KSL-01-05.
O’Brien, J., & Marakas, G. (2005). Introduction to Information Systems (13th ed.). McGraw-Hill/Irwin.
O’connor, M., Knublauch, H., Tu, S., Grosof, B., Dean, M., Grosso, W., & Musen, M. (2005). Supporting rule system interoperability on the semantic web with SWRL. The Semantic Web – ISWC 2005 (pp. 974-986).
Parasuraman, A., Zeithaml, V. A, & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 49(4), 41–50.
Parasuraman, V. A., Zeithaml, Valarie A, & Berry, Leonard L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perception. Journal of Retailing, 64(1), 12-40.
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service quality: A measure of information systems effectiveness. MIS Quarterly, 19(2), 173-187.
Seddon, P. B. (1997). A respecification and extension of the DeLone and McLean Model of IS success. Information Systems Research, 8(3), 240-253.
Studer, R., Benjamins, V. R., & Fensel, D. (1998). Knowledge engineering: Principles and methods. Data & Knowledge Engineering, 25(1-2), 161-197.
Tether, B., & Hipp, C. (2002). Knowledge intensive, technical and other services: Patterns of competitiveness and innovation compared. Technology Analysis & Strategic Management, 14(2), 163-182.
Vandenbosch, B., & Huff, S. L. (1997). Searching and scanning: How executives obtain information from executive information systems. MIS Quarterly, 21(1), 81-107.
Wang, R. Y., & Strong, D. M. (1996). Beyond accuracy: what data quality means to data consumers. Journal of Management Information Systems, 12(4), 5-33.
West, D. (2004). E-government and the transformation of service delivery and citizen attitudes. Public Administration Review, 64(1), 15-27.
Wixom, B., & Watson, H. (2001). An empirical investigation of the factors affecting data warehousing success. Management Information Systems Quarterly, 25(1), 17-41.
Wolfinbarger, M., & Gilly, M. (2002). .comQ: Dimensionalizing, measuring, and predicting quality of the e-tail experience. Marketing Science Institute, Cambridge, MA.
Zeithaml, V. A, Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.