近年來隨著網路普及帶動服務的線上流通化，線上購物已成為一種普遍的電子商務模式。在目前以服務為導向的市場環境中，如何建構與管理一個消費者滿意的購物網站已成為刻不容緩的議題。本文從服務科學的觀點出發，同時考慮人、科技、外部系統結構與資訊分享等服務系統的主要構面，觀察這些構面對於線上購物滿意度所造成之影響。透過相關的文獻探討與實證資料分析後，研究結果顯示，消費者特性構面的消費者購物態度與消費者認知風險、科技設計構面的購物網站本身資訊品質、系統品質及服務品質、外部系統結構構面的競爭者網站資訊品質，以及資訊分享構面的網路口碑傳播等因素，確實對線上購物滿意度有顯著影響。最後，本文針對此結果提出學術與實務的啟示。

With the maturity of global Internet, online services have been popularly adopted. However, previous studies only partially considered the relationship between users and Websites. This paper aims to adopt the concept of Maglio et al. (2006) which fully considers the relationship between users and Websites from four dimensions: people, technology, other internal/external service systems, and shared information. After reviewing related literature and tested by empirical data, the results indicate that attitude toward online shopping, perceived risk, information quality, system quality, service quality of the website, information quality of the competitor, and word-of-mouth significantly affect online shopping satisfaction. Finally, implications from the findings are also provided.