Stormwater runoff from urban areas is a major source of pollution to surface water bodies. The discharge of nutrients such as nitrogen and phosphorus is particularly damaging as it results in harmful algal blooms which can limit the beneficial use of a water body. Stormwater best management practices (BMPs) have been developed over the years to help address this issue. While BMPs have been investigated for years, their use has been somewhat limited due to the fact that much of the data collected is for specific applications, in specific regions, and it is unknown how these systems will perform in other regions and for other applications. Additionally, the research was spread across the literature and performance data was not easily accessible or organized in a convenient way. Recently, local governments and the USEPA have begun to collect this data in BMP manuals to help designers implement this technology. That being said, many times a single BMP is insufficient to meet water quality and flood control needs in urban areas. A treatment train approach is required in these regions. In this dissertation, the development of methodologies to evaluate the performance of two BMPs, namely green roofs and pervious pavements is presented. Additionally, based on an extensive review of the literature, a model was developed to assist in the evaluation of site stormwater plans using a treatment train approach for the removal of nutrients due to the use of BMPs. This model is called the Best Management Practices Treatment for Removal on an Annual basis Involving Nutrients in Stormwater (BMPTRAINS) model. The first part of this research examined a previously developed method for designing green roofs for hydrologic efficiency. The model had not been tested for different designs and assumed that evapotranspiration was readily available for all regions. This work tested this methodology against different designs, both lab scale and full scale. Additionally, the use of the Blaney-Criddle equation was examined as a simple way to determine the ET for regions where data was not readily available. It was shown that the methods developed for determination of green roof efficiency had good agreement with collected data. Additionally, the use of the Blaney-Criddle equation for estimation of ET had good agreement with collected and measured data. The next part of this research examined a method to design pervious pavements. The water storage potential is essential to the successful design of these BMPs. This work examined the total and effective porosities under clean, sediment clogged, and rejuvenated conditions. Additionally, a new type of porosity was defined called operating porosity. This new porosity was defined as the average of the clean effective porosity and the sediment clogged effective porosity. This porosity term was created due to the fact that these systems exist in the exposed environment and subject to sediment loading due to site erosion, vehicle tracking, and spills. Due to this, using the clean effective porosity for design purposes would result in system failure for design type storm events towards the end of its service life. While rejuvenation techniques were found to be somewhat effective, it was also observed that often sediment would travel deep into the pavement system past the effective reach of vacuum sweeping. This was highly dependent on the pore structure of the pavement surface layer. Based on this examination, suggested values for operating porosity were presented which could be used to calculate the storage potential of these systems and subsequent curve number for design purposes. The final part of this work was the development of a site evaluation model using treatment train techniques. The BMPTRAINS model relied on an extensive literature review to gather data on performance of 15 different BMPs, including the two examined as part of this work. This model has 29 different land uses programmed into it and a user defined option, allowing for wide applicability. Additionally, this model allows a watershed to be split into up to four different catchments, each able to have their own distinct pre- and post-development conditions. Based on the pre- and post-development conditions specified by the user, event mean concentrations (EMCs) are assigned. These EMCs can also be overridden by the user. Each catchment can also contain up to three BMPs in series. If BMPs are to be in parallel, they must be in a separate catchment. The catchments can be configured in up to 15 different configurations, including series, parallel, and mixed. Again, this allows for wide applicability of site designs. The evaluation of cost is also available in this model, either in terms of capital cost or net present worth. The model allows for up to 25 different scenarios to be run comparing cost, presenting results in overall capital cost, overall net present worth, or cost per kg of nitrogen and phosphorus. The wide array of BMPs provided and the flexibility provided to the user makes this model a powerful tool for designers and regulators to help protect surface waters.

This dissertation presents the design of an integrated watershed model, WASH123D version 3.0, a first principle, physics-based watershed-scale model of integrated hydrology/hydraulics and water quality transport. This numerical model is comprised of three modules: (1) a one-dimensional (1-D) simulation module that is capable of simulating separated and coupled fluid flow, sediment transport and reaction-based water quality transport in river/stream/canal networks and through control structures; (2) a two-dimensional (2-D) simulation module, capable of simulating separated and coupled fluid flow, sediment transport, and reactive biogeochemical transport and transformation in two-dimensional overland flow systems; and (3) a three-dimensional (3-D) simulation module, capable of simulating separated and coupled fluid flow and reactive geochemical transport and transformation in three-dimensional variably saturated subsurface systems. The Saint Venant equation and its simplified versions, diffusion wave and kinematic wave forms, are employed for surface fluid flow simulations and the modified Richards equation is applied for subsurface flow simulation. The reaction-based advection-dispersion equation is used as the governing equation for water quality transport. Several physically and mathematically based numerical options are provided to solve these governing equations for different application purposes. The surface-subsurface water interactions are considered in the flow module and simulated on the basis of continuity of interface. In the transport simulations, fast/equilibrium reactions are decoupled from slow/kinetic reactions by the decomposition of reaction networks; this enables robust numerical integrations of the governing equation. Kinetic variables are adopted as primary dependent variables rather than biogeochemical species to reduce the number of transport equations and simplify the reaction terms. In each time step, hydrologic/hydraulic variables are solved in the flow module; kinetic variables are then solved in the transport module. This is followed by solving the reactive chemical system node by node to yield concentrations of all species. Application examples are presented to demonstrate the design capability of the model. This model may be of interest to environmental scientists, engineers and decision makers as a comprehensive assessment tool to reliably predict the fluid flow as well as sediment and contaminant transport on watershed scales so as to evaluate the efficacy and impact of alternative watershed management and remediation techniques prior to incurring expense in the field.

Nutrient enrichment, which can be detrimental to the health of aquatic systems, is one of the leading causes of impairment of our Nations? waters. Development and initial calibration of a hydrologic, hydrodynamic, and water quality model of dissolved oxygen and nutrient concentration for the St. Louis Bay watershed in coastal Mississippi is documented herein. The model was developed using the USEPA BASINS 3.0 analysis system and WinHSPF, a comprehensive watershed loading and transport modeling software. The resulting model simulates significant watershed and instream physical, chemical and biological processes including rainfall runoff and associated water quality from a variety of land use categories. Extensive data describing the study area, land use practices, hydrology and water quality are presented, analyzed and discussed relative to model development and adequacy to support future modeling projects. Integration of this data into a valuable water quality assessment model and preliminary model calibration is also presented.

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壹、研究目的 本研究乃是以速食業服務品質為研究對象，目的在探討速食業業者與消費大眾在服務 品質認知上的差異。希望透過瞭解消費者的看法與業者的作法，分析兩者間的差異， 並提出解釋與建議。 貳、文獻探討 本研究主要依Parasuraman, Zeithamalk 及Berry 等所提出之「服務品質模式」為研 究架構，並依產業特性略加修正。 參、研究方法與內容 本文以問卷為研究工具，分別對速食業業者與消費大眾進行調查，瞭解兩者對服務品 質因素的認知；再以因素分析縮減屬性的構面，找出較具代表性的屬性；以變異數分 析檢定速食業業者與消費大眾在各屬性的認知差距；最後則比較消費者對中西式速食 服務品質感受的差異，以及個人差異、過去經驗、口碑相傳、媒體溝通對顧客在服務 品質認知是否有顯著影響。 肆、研究結果 研究結果顯示，速食業業者對顧客預期的認知，顧客實際感受與預期之服務品質水準 之間確有差距存在。其原因乃是管理階層自覺顧客對各項服務屬性的重視程度與實際 情況有出入。

壹、研究目的： 本研究乃是以國際觀光旅館之服務品質為研究對象，目的在探討國際觀光旅館與其消 費者在服務品質認知上的差異，在確認其差異後，再歸納其因素，並提出縮減其差異 的建議。 貳、文獻： 本研究主要以Parasuraman, Zeichamal及Berry 等人所提之”服務品質模式”為研究 架構，再針對所探討產業之特性而加以修正而成。 參、研究方法： 首先乃針對國際觀光旅館之管理階層及消費者來調查對飯店提供之客房、餐廳及大廳 服務項目之認知，而後以Ｔ檢定來測試其間差異，並以因素分析來縮減其構面，找出 具代表性的屬性。 肆、研究內容： 主要分為緒論、文獻探討、研究方法、研究發現與結論建議五大部份。 伍、研究結果： 研究結果顯示，國際觀光旅館對顧客預期的認知與顧客實際所預期之間、顧客預期之 服務品質水準與實際感受到服務水準之間確車銪差異存在，造成差異之原因乃是管理 階層所認為顧客對服務屬性之重視程度與實際情況有出入。

本研究主要是以醫院門診服務品質為研究對象，目的在探討醫院與一般大眾在服務品 質認知上的差異。根據Parasuraman 、Zeithamal 及Berry 等所提的「服務品質模式 」，可知醫院對顧客感受的認知與顧客實際感受的服務品質之間是有差距存在的，為 了證實此差距的存在，必須先瞭解醫院門診顧客與院方在評估服務品質時所考慮的因 素及其重視程度。根據Donabedian等之架構，本文將整個醫院門診服務品質有關的屬 性分為結構、過程，以及結果三部份，利用問卷，分別對門診顧客和醫院有關工作人 員進行調查；再以因素分析縮減屬性的構面，找出較具代表性的屬性；以變異數分析 證實醫院與顧客認知間的差距，最後則比較對服務品質認知有顯著影響者。 研究結果顯示：醫院對顧客預期的認知與顧客實際所預期之間，顧客預期的服務品質 水準與實際感受到的之間確都有差距存在，而造成差距的主要原因是醫院所認為顧客 對各屬性的重視程度與實際情況有出入，凡醫院對服務品質較常衡量的，或相關服務 人員對院內改善服務品質活動較瞭解的，其差距會比較小。而顧客方面，凡對醫療有 關訊息較關心的，或去過愈多家醫院的，其預期的服務水準與實際感受之間的差距會 比較大。

資訊科技的運用與新公共管理的興起帶動了電子化政府的蓬勃發展，運用資訊科技整合跨機關業務，提供符合顧客導向之服務，逐漸成為政府服務中心思想的哲學，然對官僚體系運作必然產生一定的衝擊，因此在推行電子政府政策時除著重外部顧客的滿意度外，內部顧客的需求亦應被重視，組織應創造一個讓「內部顧客滿意的外部顧客服務環境」，以提升服務效能。 應用現代網路便利工具開辦企業，近年謂為一股國際趨勢潮流。開辦企業業務在國際間之排名逐漸受到我國輿論重視，為提升國際競爭力，我國於2011年建置開辦企業「公司及商業一站式線上申請作業網站」，以整合公司(商業)名稱預查及設立、營業登記、勞健保投保單位設立及工作規則核備等跨部會機關之申辦業務於同一網站，簡政便民。然在滿足外部顧客需求的同時，對於內部顧客的效益為何?引發研究動機。 本研究以內部顧客的角度建立跨機關整合型電子化服務效益評估架構，分析一站式系統之設計與整合之現況，並以PZB服務品質模式之顧客缺口為基本概念，探究「行政流程」、「資科應用」及「成本效率」三大構面之品質認知程度，以滿意度來評定一站式系統之成效，透過實證資料進行模型評估，並針對資料驗證之結果進行深度訪談。本研究建議主管機關應重視內部顧客缺口，定期傾聽內部顧客需求，掌握負面隱形成本，並透過強化系統功能、整合作業程序、簡化退費機制、檢討現行法令等措施，使一站式系統更貼近內部顧客需求，提升內部顧客整體滿意度。 / The application of information technology and emergence of new public management have set off the booming of e-government. As a result, using information technologies to integrate public sectors' businesses for providing customer-oriented services has gradually become a centric philosophy of government services. However, such a transition inevitably impacts bureaucratic operations, and to make a successful e-government, both the external customer satisfaction and internal customer demands need to be addressed. To this end, organizations should create an "external customer service environment satisfied by internal customers" in order to promote the service performance. Using modern Internet tools to start a business has become a global trend in recent years. In the meantime, the international ranking of startup businesses are getting more and more attentions in our domestic market. To raise our international competitiveness, in 2011 our government established the "Company and Business One-stop Service Request" for startups, which is a single-entry portal that combines company(business) name pre-inspection and registration, business registration, labor health insurance registration, and company's internal work regulation approval, providing simplified and convenient startup process. When the external customer requirements are met, what is the efficacious benefits to the internal customers? This is exactly the motivation of this research. From the perspective of internal customers, this research establishes a cross-department, integrated e-service benefit evaluation framework, to analyze the status quo of the one-stop registration system design and integration. By taking the customer gap of PZB service quality model as the fundamental concept, this research explores the level of quality cognition from the three constructs of "administrative process flow", "information science application" and "cost efficiency", and takes level of satisfaction as the basis to evaluate the one-stop registration system performance. Empirical data are taken for model assessment, and the result from data verification is taken for in-depth interviews. This research suggests that competent authorities look into the internal customer gap and periodically listen to the internal customer requirement, so as to grasp invisible negative costs, and through reinforced system functions, integrated operating procedures, simplified refund mechanism, and review of present regulations, to make the one-stop registration system more attentive to the internal customer requirements, and thus raise the overall internal customer satisfaction.

The primary aim of this thesis was to explore the role culture plays in service delivery, more specifically on consumers' perceptions of service quality and its potential impact on complaint behaviour. A key premise of the thesis was that prominent models of service quality are conceptualized largely in western contexts without considering conceptual meaning in various contexts or nuances of meaning. Furthermore, there may indeed be unique aspects of culture in each context not yet identified in the extant literature. With this in mind, a qualitative approach was employed in order to gain an in-depth understanding of consumers' perceptions. The thesis was conducted in three stages culminating in three separate papers. Stage 1 involved a student sample of Trinidad and Tobago nationals currently enrolled at university in the North West region of the UK. Generally this stage served as a pilot for the larger cross-national study. Interview data and subsequent thematic analyses culminated in a holistic, multi-dimensional hierarchical framework labelled Conceptualization of Service Quality in Cultural Context (CSQCC). Within this framework two key cultural triggers called Culture of Closeness and Culture of Servitude where found to have an overarching influence on all variables in the model. As well as uniquely including culture, the CSQCC also encompasses human resources and operational variables not included in traditional service quality models namely Employee Work Ethic/Attitudes, Organizational Responsibility and Customer Responsibility. Stage 2 which included samples of British and Trinidad and Tobago nationals, all currently living in their country of birth were part of the larger study sample. Findings from both country contexts indicate that the general structure of the CSQCC identified in Stage 1 is upheld demonstrating universality in terms of the range of factors consumers utilize in their evaluations of service quality, at least in Britain and the UK. Notwithstanding the similarities, the importance weightings for the universal aspects of the CSQCC framework appear to vary. Furthermore, cultural triggers again were found to have an overarching influence consumers' perceptions, two such triggers were identified for British nationals-British Reserve and Culture of Cordiality, and for Trinbagonian nationals two additional triggers-Festive Culture and Culture of Entitlement. Data for Stage 3 was collected at the same time at Stage 2 and involved a cross-national analysis of consumer complaint behaviour. Based on the empirical data a Cultural Framework of Consumer Complaint Behaviour (CFCCB) was proposed inclusive of consumers' behavioural processes and post-interaction behavioural outcomes. There are four key processes-cognitive, motivational, environmental and emotive-with emotions playing a central role. The unique cultural triggers identified in Stages 1 and 2 were also found to influence these behavioural processes which in turn impact behavioural outcomes. To the best of the researcher's knowledge such a holistic model as the CFCCB has not been previously conceptualized. There is no such thing as "culture-free" behaviour; culture and human behaviour are deeply intertwined, and thus multinationals and global firms need to be environmentally sensitive, identify the cultural triggers in potential markets, and assess their likely impact on service quality delivery.

A base case modelling investigation was conducted to explore the chemical and physical behaviour of ground-level ozone (O3) and its precursor nitrogen dioxide (NO2) in Ontario using the U.S. Environmental Protection Agency (EPA) Community Multiscale Air Quality (CMAQ) model. Two related studies were completed to evaluate the performance of CMAQ in reproducing the behaviour of these species in both rural and urban environments by comparing to surface measurements collected by the Ontario Ministry of the Environment (MOE) network of air quality stations. The first study was a winter examination and the second study was conducted for a period during the summer of the same year. The municipality of North Bay was used to represent a rural setting given its smaller population relative to the city of Ottawa which was the base of the urban site. Statistical and graphical analyses were used to validate the model output. CMAQ was found to replicate the spatial variation of O3 and NO2 over the domain in both the winter and summer, but showed some difficulty in simulating the temporal allocation of the species. Validation statistics for North Bay and Ottawa showed overall O3 mean biases (MB) of 3.35 ppb and 2.25 ppb, respectively, and overall NO2 MB of -8.75 ppb and -4.37 ppb, respectively for the winter. Summer statistics generated O3 MB of 4.66 ppb (North Bay) and 10.05 ppb (Ottawa) while both MB for NO2 were between -2.20 ppb to -2.55 ppb. Graphical analysis showed that the model was not able to reproduce the lower levels of O3, especially at night, or the higher levels of NO2 during the day at the North Bay site for either season. This was expected since the comparisons were made between point measurements and 36 km grid-averaged model results. The presence of high amounts of NO2 emissions local to the monitoring sites compared to the levels represented in the emissions inventory may also be a contributing factor. The simulations for Ottawa demonstrated better agreement between model results and measurements as CMAQ provided a more accurate reproduction of both the higher and lower mixing ratios of O3 and NO2 during the winter and summer seasons. Results indicate that CMAQ is able to simulate urban environments better than rural ones.