The purpose of this study is to understand the service quality, customer satisfaction and loyalty of Kaohsiung Harbor Cruises.This study also discuss the differences between public harbor cruises and and private harbor cruises in the three variables. In this study, 22 items of SERVQUAL model to assess the quality of service, and further analysis of the harbor cruises operators to the IPA (Importance-Performance Analysis) to propose management recommendations for improvement. Overall, the tourists give a satisfactory evaluation of service quality,customer satisfaction and loyalty generally on harbor cruises ,but the performance of public and private are slightly different. The results showed that public harbor cruises only have 6 items in quality of service better than private harbor cruises, and in "overall customer satisfaction", "fares satisfaction", "the value of the fare", "take a willingness","recommended the will¡¨of another factor of 22 such projects,the scores are lower than the private harbor cruises industry. This phenomenon may be related to higher ticket prices of public harbor cruises.When the higher fares, customer expectations the higher service quality, but the industry can not meet their needs. The projects under the IPA analysis results, the public business should improve the "catering services on board", "diversity of explanations professional "," onboard navigation", and private industry should give priority to improving the project as a "convenient transportation to the pier". Existing tour-boat operators by key operations for each fragmented marketing. This study suggests that the harbor cruises trip should actively promote the joint marketing promotional practices, cross-industry alliance, and continue to improve service quality factor,visitors revisiting willingness and the willingness of recommend,let this educational and recreational tourism industry in Kaohsiung Harbor can be sustainable management.

As economies are increasingly driven by services, the introduction of new services to satisfy customers and improve firm value is becoming a critical issue for managers. In my dissertation, I take a step in improving the understanding of service innovations. In the first essay, I look at the determinants of the number of service innovations introduced by a firm and their interrelationship with customer satisfaction and firm value. Furthermore, I look how these interrelationships vary between Internet-Enabled Service Innovations (IESIs) and Non-Internet-Enabled Service Innovations (NIESIs). I develop a system of equations that link service innovation, customer satisfaction and firm value. I model the determinants of service innovations, using a zero-inflated Poisson model. I estimate the model on a panel data set that I assembled across multiple industries from multiple data sources such as the American Customer Satisfaction Index, Compustat, SDC Platinum, and LexisNexis. My results reveal that IESIs are more strongly influenced by financial resources of the firm and by market growth than are NIESIs. Surprisingly, neither IESIs nor NIESIs have a significant direct effect on customer satisfaction. However, IESIs have a positive and significant effect on firm value. Given the differences between consumer markets and business markets, it is important to understand better the determinants and outcomes of business-to-business service innovations (B2B-SIs). In my second essay, I empirically address this issue. I develop a modeling system that relates service innovation to firm value. I estimate my model on unique panel data of service innovations. Results indicate that B2B-SIs have positive effects on firm value. Furthermore, I find that the number of B2B-SIs introduced by a firm is primarily determined by firm-level factors rather than marketlevel factors Overall, I find that regardless of firm type or market type, the number of service innovations introduced by a firm has a substantial impact on firm value. In particular, IESIs and B2B-SIs increase firm value. In addition, the two essays also show that liquid financial resources are important determinants of service innovations. This is especially true for IESIs and B2B-SIs.

In the global economic development, mostly, the output values of the service industries in advanced countries have accounted for more than 60% of the GDP. In recent years, owing to the prosperous development of the service industry in Taiwan, according to the statistics of Directorate General of Budget Accounting and Statistics, Executive Yuan, in 2002, the GDP of service industry has accounted for 67.0% of that of the entire industries. This speaks for the importance of service industry in national economic development. According to the analysis of the World Tourism Organization for 2000, ¡§tourism¡¨ has become the primary source of many countries in earning foreign exchange. In terms of the foreign exchange earnings of the countries over the world, tourism income has accounted for 8% of the said earnings. This indicates that the tourist hotels industry which provides the functions such as accommodation, food & beverage, recreation, and entertainment could be considered the service industry with great developmental potentiality. The guests of Guan-zi-ling Toong Mao Spa Resort were invited to participate in this research survey for investigating the customer satisfaction towards the room service quality of resort hotels. Totalizing 440 questionnaires were sent out, and 233 returned (a response rate of 52.96%), from which 222 were valid (a valid response rate of 50.46%). After analyzing the data with reliability analysis, descriptive statistics, difference analysis, and correlation analysis, the following findings were concluded: (1)Room service is taken by the guests as the major factor in choosing resort hotels, among which the cleanness of bed sheet, blanket, and pillow; the cleanness of guestrooms environment and facilities; the facilities functions of guestrooms and baths; the cleanness of bath environment and facilities; and the neatness and sufficiency of guestrooms and baths facilities are especially valued. (2)There are significant differences in the expected service valued by various guests towards different dimensions: the guests of various education levels, occupations, and family incomes towards the operator; the guests of various ages, family incomes, and places of dwelling towards room reservations; the guests of various ages, occupations, and places of dwelling towards front desk service; the guests from various places of dwelling towards service center; and the guests of various occupations, family incomes, and places of dwelling towards room service. (3)There are significant differences in the perceived satisfaction of various guests towards different service dimensions: the guests of various ages and places of dwelling towards the operator; the guests of various education levels and family incomes towards room reservations; the guests of various occupations towards front desk service; the guests of various occupations, family incomes, places of dwelling towards service center; and the guests of various ages and places of dwelling towards room service. (4) There are significant differences in the guests of various ages, occupations, and places of dwelling towards the entire satisfaction of service quality; and in the entire customer loyalty of the guests of various ages, education levels, occupations, and family incomes. (5) There are significant relations between the customer satisfaction and customer loyalty of Guan-zi-ling Toong Mao Spa Resort. Finally, concrete suggestions were proposed as the references for the business, administrative organizations of tourism, and follow-up researches.

The Improvement Strategy of Kaohsiung Mayor¡¦s Mailbox via Internal Customer Orientation Abstract Under the circumstances of increasing citizen demands and active participation in civil affairs, to improve citizen satisfaction and service quality is the most important things for the government. Actually, whatever the convenient public services or policy vision, these policies products will have great effects on the real life of the public through government employees¡¦ services. In the process of policy output, government employees¡¦ attitude toward the policy will affect the policy performace, and then, leads to citizen satisfation and loyalty. To let the external customer feel satisfied must gratify the internal customer¡¦s desire first. That is to say, to offer good internal service quality to government employees will generate high loyalty to organization, and naturally, the internal customer will give the excellent service quality to external customer. Mayor¡¦s electronic mailbox is the visualization of ¡§the Electronic Government¡¨ or ¡§the Virtual Government¡¨. In addition to providing policy information, governmental service on line, and enhancing citizen participation in public affairs by network technology, it became the vital policy instrument to implement government commitments, and supplied the grievance solving, information sharing, and policy problems construction. This research will discuss the function of customer orientation and it¡¦s effectiveness to inside customer. It began with the present utilization of Mayor¡¦s mailbox, literature review, in-depth interview, questionnaire, and confirm the positive linkage among internal customer orientation, system management mechanism, e-service quality, and internal customer satisfaction. Data were analysed using exploratory and confirmatory factor analysis and structural equation model to test variables and constructs. Finally, this research will put forward a series of proposals, including a short, middle, and long-term improvement strategy for the reference of Kaohsiung city government.

The customer is the most important resource for enterprises. Fonvielle thought customer satisfaction is the essential element of success for a business to continue operating forever in the competitive market. Researches indicate obtaining a new customer costs about five times more than keeping existed ones. If a company can reduce the rate of losing customers 5%, then it can enhance the profit 25% to 85%. Therefore, in order to boost the profit, enterprises should strive for raising customer satisfaction and loyalty. In accommodating for the implementation of National Health Insurance and the rapid changes of the whole environment, the health care industry has started to emphasize on health care management to increase customer satisfaction and loyalty by strengthening service quality and service recovery. The criteria of customer satisfaction and loyalty have been verified in other industries; however, there are relatively less studies in health care field. This research used PZB¡uSERVQUAL scale¡vas the matrix of its service quality scale and the six constructs of Boshoff¡¦s satisfied factors of service recovery as its service recovery scale. The questions of customer satisfaction part came from Taiwan College of Healthcare Executives¡¦ THIS satisfaction survey toward outpatient services. Besides the concept about which patients¡¦ loyalty is a kind of behavioral intention broached by Peltier (1999), the consideration of financial factors was added when framing the questions of customer loyalty part. The structure of this research was constructed by discussing the relationship among service quality, service recovery, customer satisfaction, customer loyalty, and background information. The result of this research discovers that perceptive service quality has a positive relationship with customer satisfaction and customer loyalty. The factors of perceptive service quality can explain 58.1% variation of customer satisfaction and 41% variation of customer loyalty, which means perceptive service quality, has a significant influence on customer satisfaction and loyalty. The effect of perceptive service recovery on customer satisfaction and customer loyalty is also significant; the factors of perceptive service recovery can explain 38.1% variation of customer satisfaction and 38.2% variation of customer loyalty. Furthermore, the finding shows a positive relationship between customer satisfaction and customer loyalty themselves; the former can explain 35.9% variation of the latter.

Conventional wisdom believes that customer satistaction has a positive effect on profitability, normally measured in such terms as return on assets(ROA). It is not, however, clear whether customer satisfaction has a current effect or lagged effect on profitability¡Xan issue of importance but largely neglected. I fill the void by examining how current current and past customer satisfaction performance affects corporate value(China automobile industry). In addition, comprehensive income and investment capital are also important causes to corporate value. As a result, I take comprehensive income, investment capital and current and past customer satisfaction performance into account to see the relationship with corporate value. Results show that current customer performance bears no relationship to corporate value while past customer performance is a positive effect on corporate value. Comprehensive income, investment capital also have positive effect on corporate value. That is, customer satisfaction performance has a lagged effect on corporate value

As the consumer market grows vigorously in recent years, the warehouse clubs and hypermarkets that were at the end of channel have replaced wholesalers to become the leaders of the retailing market. Under this circumstance, competition among all retailers is more and more fierce. The retailers must not only emphasize on ¡§quantity¡¨ to control the prices, but also place the importance on ¡§quality¡¨ to attract all consumers. According to the statistical data of The Ministry of Economic Affairs, it could be concluded that whether retailing business or hypermarkets still grows positively in recent years. Therefore, there are more and more competitors entering the retailing business. How retailers maintain their own competitive advantages and avoid not eliminating through competition would be the greatest and most vital challenge for all retailers. This research regards hypermarket retailers as the main research object, probing into the correlation among customer perceived quality, customer satisfaction and store performance. By sending out questionnaires, this research did a survey to analyze the customer perceived product and service quality. Moreover, this research also made a study of the relationship between customer perceived quality and customer satisfaction, and the relationship between customer satisfaction and store performance. Through the real analysis, it could be concluded that product perceived quality has a positive influence on product satisfaction in the retailing business. If the retailers of hypermarket could promote the evaluation of product perceived quality, it would become a key factor to improve customer satisfaction. Also, Service perceived quality would influence service satisfaction positively. Workers in the retailing business should offer customers pleasing service and correct shopping information. These are the key factors to progress service satisfaction. As for the relationship between customer satisfaction and store performance, it might be affected by different characteristics and structure of customers. In other words, the relationship might be non-linear.

The main source of the international hotel guests are mostly comprised of the travelers from foreign countries; and among those foreign travelers, the Japanese are always in the highest rank to Taiwan and become the most important market. On the other hand, since Mainland China has liberalized the Chinese for sightseeing abroad, the travel industry all over the world are widely opening their arms and try to absorb this big cake. Taiwanese tourism industry as well has been preparing and standing by the arrival of the Mainland Chinese for the recent years. This is the reason why the study will focus on these two major markets of traveler and take a close look to see that when selecting the international hotel in Kaohsiung, whether it will be affected by the different culture, traveling attitude, social or economic back-ground etc., so as to compare the importance of hotel facility and service quality in the perception of guest¡¦s recognition and satisfaction, a comparison of the difference. The IPA (Importance-Performance Analysis) along with SWOT analysis are applied to analyze the selecting factors of Mainland Chinese and Japanese travelers to six international hotels in Kaohsiung. Those factors are categorized into 6 groups : 1. service quality; 2. business facilities; 3. value; 4. room & front desk; 5. food & recreation; 6. security; A questionnaire is formed according to this format and 700 copies has been printed.This survey was conducted from 8th, Mar. to 8th, Apr. in 2006, and finally returned with 161 valid in Japanese and 116 valid in simplified Chinese, the rate of valid returned is 39.5%. The results of the analyses come out as follows: To both Mainland Chinese and Japanese travelers, Kaohsiung International Hotels remain few strengths, there are only two items of strength, i.e. IDD service is available. & Hotel provides comfortable ambience. Kaohsiung International Hotels should take serious considerations to enforce their strength in competition to improve higher occupation rate, i.e. for Mainland Chinese travelers, High quality in-room temperature control; for Japanese, High quality in-room temperature control. and Hotel F&B is value for money; those improvements will promote travelers¡¦ satisfaction.

Like all business activities nowadays, the industry of auto-service is very competitive. From Quick Service chain auto shops to the brand-name auto service departments, they all have to work hard to make difference from its competitors. They hope to gain acceptance of customers and turn that into loyalty. In addition to improving the service facility, recently the auto dealer has paid more attention on the staffs to see if an individual stuff fitted their job environment. The most important object is what customers care most when they need auto service? This study investigates the service department staffs of an European auto company. Base on the theory of vocational choice of Holland, it discussed the relationship between the personality and vocational environment of staffs. At the same time, we also have 119 customers questionnaires to try to understand the composition of customer satisfaction. This part is analyzed based on the PZB SERVQUAL theory. The study shows that most employee's personality belongs to "Labor". The result does not only in accord with the vocational environment theory, but also with the Holland's theory. According to the questionnaires we collected from auto service customers, there are three main composes for customer satisfaction. We named three main composes as " Promise and Care", " Professional Service" and "Tangibility". To conclude, dealers enhancing the level of "promise and care" and "professional service" will improve the customer satisfaction.

In the consumer consciousness to surge upward, the product to weed through the old to bring forth the new unceasingly, under the market environment fast icissitude time, wants to maintain the customer loyalty to have all the more difficult tendency. Hence, how to maintain good relationship with customers to strength their willingness to frequent communicate with back has become very important. Therefore for various bank raises one's head in the competition intense environment, then with every effort develops each service, provides measures the financial service and the related product for the customer which the body subscribes does, hoped that can establish the long-time relations. Motivation of this research is to investigate correlations among customer relationship management, customer satisfaction, and customer loyalty from customers¡¦ point of view and through questionnaire to understand credit card holders¡¦ recognized feelings while interacting and communicating with the issued bank. The research targets are credit card holders live in Tai Chung city. The available sample size is 385, this research main analysis result is altogether as follows: First, the partial demographic variables are related to credit card holding situations. The results could be a reference for operator in planning for related marketing strategy Second, the partial demographic variables and credit card holding situations have significant differences to customer relationship management, customer satisfaction and customer loyalty. Third, There is positive relationship customer satisfaction and customer relationship. Customer satisfaction affects customer relationship, which means when customers recognize credit card issuing bank more then the relationship will show betters. Discovered according to this findings that the customer will relate the management truly to affect the customer loyalty, and the customer service, the interactive emotion, support processing and the technology will display these four construction surface are also the consumer take seriously.