Service quality plays an important role in business performance, low cost, customer satisfaction, customer royalty and making profit. Now, the free market of Independent Power Project has a significant impact on Taiwan Power Company (TPC), and TPC will have more competitions in the future. In order to retain the current customers, TPC should provide the service quality which meets the need of customer more, and raise the level of customer satisfaction thus. This research studies the correlation between the service quality of electricity industry and customer satisfaction. It is based on PZB model of service quality and customer satisfaction and the objects are the customers of TPC in Science Park. The mains conclusions are shown as the following: 1. For those customers in the Science Park, there is significant difference between the expected service quality and the perceived service quality in electricity industry. 2. There is no significant difference between the expected service quality from Science Park customers and the management perceptions of consumer expectations in electricity industry. 3. There are four dimensions are extracted to evaluate the service quality of electricity industry, including reliability, empathy responsiveness, convenience assurance, and tangibles. To evaluate the customer satisfaction, there are two dimensions extracted, including the staff service and total satisfaction and service value. 4. The convenience assurance and tangibles dimensions in perceived service have positive influence on customer satisfaction. 5. The convenience assurance dimension in expected service have positive influence on customer satisfaction. 6. The convenience assurance and tangibles dimensions in perceived service quality have positive influence on customer satisfaction. 7. This research compares two evaluating models of service quality, including the ¡§SERVQUAL¡¨ and ¡§SERVPERF¡¨. In the result of regression analysis, the ¡§SERVPERF¡¨ has higher interpretation ability in customer satisfaction (55.3%). 8. These statistic variable of customer population including ¡§Science Park site¡¨, ¡§contract capacity¡¨, ¡§use tally High tech industry SEMIF47 production machine¡¨, ¡§install prevents the voltage to plummet equipment¡¨, and ¡§install Uninterruptible Power Supply¡¨, have significant difference on customer satisfaction.

Due to the environment was not carefully preserved, the food became harmful to health gradually. Therefore, a great number of people may live a cozy life now, but far from healthy. When people learned that organic food is good for health via media, chain stores that sell organic food popped put. Although plenty of people are suspicious of the benefits of organic food, more and more customers are willing to give it a try. When competitors continue to enter the organic food retailing business, fierce competition is inevitable. For the purpose of being outstanding in the organic food industry, companies have to do their utmost to make customer feel satisfied. This research regards the customer satisfaction of Santa Cruz as the main object. By questionnaires, this research surveyed the performances of clerk, product, promotion, and so forth, in an endeavor to figure out which part should be monitored carefully, and try to find out the causes. Instead of questionnaires, exchanging opinions with customers is quite helpful, make this study much more complete. Eventually, I came up with thoughts about the development of whole industry. Moreover, several recommendations with regard to salespeople, customer relationships, and business model were advanced, hoping that these advices will be useful for Santa Cruz to improve customer satisfaction.

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Thesis (M. Consumer Science)--University of Pretoria , 2005. / Title from opening screen (viewed March 22, 2006). Includes summaries in English and Afrikaans. Includes bibliographical references.

Customer satisfaction measurement (CSM) is a common practice. Some companies, that are new to CSM, experience difficulties as their CSM programs (CSMPs) fail to deliver expected results. This thesis stresses that preparation and the usage of the results from measurements could be at least as important as measuring. Further it argues that the most severe CSMP issues are not related to measurement, but to what comes before and after measuring. Issues related to measurement tend to be symptoms of more severe issues. The proposed CSMP model involves three phases: Preparation, measurement and action. Each phase has their inherent issues. This thesis identifies (1) lack of commitment, (2) ineffective action, and (3) vague starting point as common CSMP issues. Lack of commitment may cause failure at any phase of the CSMP and, if the results from measurement are not utilized, the entire effort has been wasted. To plan for and follow through with action is essential. Enabling effective action and creating commitment are both far-reaching challenges with many implications. These implications are similar to those of change management. CSM and change management can be seen as neighboring fields and many issues of CSMPs could be solved from a change management perspective. Vague starting point infers poor strategic alignment between selected method, intended purpose and present conditions. A good enough strategic alignment is crucial to a CSMP. There are many reasons why achieving this alignment is challenging. Those new to CSM are faced with many unknown unknowns, and even for those who know the questions, finding the answers may be difficult. / Kundnöjdhetsmätningar är vanliga. Vissa företag som börjar med kundnöjdhetsmätningar kan uppleva att programmen misslyckas att leverera förväntat resultat. Detta arbete visar att förberedelse och tillämpning av mätningsresultatet är minst lika viktigt som själva mätningen. Ytterligare hävdar den att de allvarligaste problemen med  undnöjdhetsmätningsprogram inte är kopplade till själva mätningen utan till det som sker före och efter mätning. Problem relaterade till mätningen är oftast symptom av andra allvarligare problem. Den föreslagna kundnöjdhetsmätningsmodellen involverar tre distinkta steg: Förberedelse, mätning och handling. Detta arbete identifierar (1) brist på engagemang, (2) ineffektiv uppföljning och (3) vag utgångspunkt som kärnproblem. Brist på engagemang kan stjälpa ett program i alla dess faser och, ifall resultaten från mätningen inte används så är hela ansträngningen förgäves. Att planera och utföra uppföljningsarbete är viktigt. Möjliggöra uppföljning och att bygga engagemang är långtgående utmaningar med många implikationer. Dessa implikationer liknar de som uppstår vid change management. Kundnöjdhetsmätning och change management är närliggande områden. Därmed kan flera problem med kundnöjdhetsmätningsprogram angripas från ett change management perspektiv. En vag utgångspunkt innebär bristande strategisk koppling mellan den valda metoden, ämnade syftet och närvarande förhållanden. Det finns flera anledningar koppling svår att uppnå. De som är nya med kundnöjdhetsmätning möts av många unknown unknowns, men även för de som känner till frågorna kan svaren vara svåra att hitta.

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