本篇研究透過文獻法得知民眾在搬家的前、中、後等三個階段中，分別具有許多痛點，如：不知道哪間搬家公司比較好、不知道搬家費用是多少、不知道搬家公司的服務品質等。隨著科技的進步，有許多搬家公司都有建立自己的網站，但其大多已許久沒維護更新，且在介面設計上也不符合現今網站的設計。就消費者角度來說，比較吸引消費者去使用的功能為線上估價，但這些網站並非即時提供估價結果，而是以專人聯絡的方式來讓消費者得知估價費用。
綜合上述之背景，本研究透過設計科學研究法來實作一個搬家媒合平台，並以交易成本理論作為平台功能設計的原則，去探討平台須具備哪些功能才能降低消費者在搬家時所產生的交易成本。在定義解決方案的目標中，本研究詢問98位受測者，在搬家過程中覺得困擾的問題有哪些，並且詢問受測者假設有個搬家網站並可提供幾項功能，來調查對本平台預計之功能的滿意度來做為平台的可行性測試。根據可行性測試之結果，大部份的受測者認為平台預計之功能是有用且可解決搬家的問題。
因此本研究將這些預計之功能實際建置出來，並在系統驗證的部份，透過實驗與問卷的方式，請30名受測者分別利用搜尋引擎與平台來進行相同任務後，再填寫實驗後問卷。經檢測結果指出，透過平台來找搬家公司與搜尋搬家費用較搜尋引擎有更高的滿意度。平台的認知有用性、認知易用性與信心程度皆對平台的使用傾向有影響，其中信心程度越高，則平台使用傾向就越高。另外在受測者對於平台的改善建議中，有受測者認為介面的設計還有可以改進的地方。

Literature indicated that people engaging with moving services faced many problems such as moving company selection, moving costs, etc. Even though many moving companies have their own websites, they fail to provide real-time price quotations. Currently, people have to fulfill the contact form and agree to be contacted by moving companies if they would like to get the moving costs.
To solve the consumers’ pain points, this research used design science methodology to design a moving services platform. Based on traction cost theory, the research is to explore the functions which could reduce consumers’ transaction costs. Therefore, the research interviewed 98 subjects about their pain points in moving and what kinds of functions they are expected on moving websites.
Using customized built functions, 30 subjects are asked to use both search engine and the platform to perform the same tasks then fill in questionnaire to determine the validation of the platform. According the results, using the platform to find moving companies and the moving cost give higher satisfaction than using search engines. The perceived usefulness, perceived usability, and the perceived confidence level of the platform have significant influence of the platform’s intention to use. The higher the confidence level the higher the intention to use. Furthermore, in the suggestions for improvement, most of the subjects stated that the user interface design could be improved.

論文審定書 i
中文摘要 ii
Abstract iii
圖次 v
表次 vii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的與範圍 2
第三節 研究流程 3
第二章 文獻探討 4
第一節 搬家產業 4
第二節 交易成本理論 7
第三章 研究方法 15
第一節 設計科學研究法 15
第二節 研究方法與步驟 19
第四章 系統設計與建置 28
第一節 系統架構 28
第二節 系統開發環境 29
第三節 服務藍圖 29
第四節 系統介面與功能 35
第五章 系統驗證 53
第一節 問卷設計 54
第二節 實驗流程與方法 54
第三節 資料收集 56
第四節 結果分析與討論 57
第六章 結論與建議 74
第一節 研究結論 74
第二節 研究貢獻 76
第三節 研究限制與未來方向 77
參考文獻 79
附錄一 服務藍圖 83
附錄二 實驗後測問卷問項 86

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