The range of definitions involving ¡§service¡¨ is wide. For example, plumbers or lawyers offer technique or profession; consultants or teachers offer knowledge or information; meeting room or car rental agencies as well as people in movie industries offer facilities or space. Of course, a particular place like a hospital provides more than one service, including profession, skills, knowledge, space, etc. In Taiwan, the employment rate in service industry reached 50.2% in 2000. It was the first time the percentage exceeded the one in labor industry, and it is increasing gradually every year. The development of service industry is predicted to influence the economy in the future. The most important factor in service industry is the quality of service. Some even connect service quality with customer satisfaction as well as employees¡¦ rewards. Medical care is a kind of service, too. However, the complication and variation make it hard to measure the quality, especially when it is related to the quality of technique (result). The researchers have a lot of issues about the structures of service quality. In the earlier documents, people agreed with using SERVQUAL to measure the quality. However, European scholars have considered other aspects of service quality. They pointed out that there should be three aspects of service quality for customer satisfaction, including functional (procedure), technological (result), and impressional (image), etc. Although most of the scholars agreed that service quality has multi-structures, they don¡¦t have the same opinion about the essence and the content of it. In Taiwan, most of the people who study for the quality of medical service adopt the theory of P.Z.B. However, my report is trying to use Ward et al (2005) to study the chart of medical service quality. This is to test if the medical service quality of a particular clinic meets the expectation, then we can analysis the relationship of overall quality (patients¡¦ satisfaction) and service quality. Thus we can establish the pattern of prediction, and provide the particular clinic with the references to evaluate the medical service quality. China Steel established a particular clinic in order to respond to ¡§Employee Health Protection Regulation¡¨. The aim of having this clinic is to take care of the employees¡¦ health. The first priority is to provide the basic medical service for them. China Steel has about 8600 employees. The market has about 30 thousand people, including sub-manufacturers and families. Therefore, the clinic is designed to be much bigger than the average ones, and it has 24 staff. This clinic doesn¡¦t have to be responsible for whether it is making money or not. The results of service became the only standard to evaluate the operation. The development of pattern for measuring service quality is necessary for evaluating the results of it. In addition, it can be used to improve the service and promote the welfare of the employees¡¦ physical and mental health.

Trucking firms play a fundamental role in connecting supply chain elements inmany U.S. market channels, and firms of all kinds depend on trucks to pick up and deliver goods. Even though many products move almost entirely by way of ship, train, or airplane, almost everything is carried by a truck at some point during the delivery process (Statistics, U.S. Department of Labor, 2009). Because of this, it is critical that managersin trucking firms continually strive to meet and exceed customer and shipper customer service requirements and expectations (Meixell & Norbis, 2008). While a review of the literature shows that many researchers addressed numerous aspects of transportation performance quality, few of these investigations addressed therole and impact that truck drivers have on service-quality perceptions (Vansickle, 2002). The purpose of this research was to examine whether cargo handling by truck drivers had aneffect on a company's service quality perceptions as perceived by the recipients ofcommercial cargo. The SERVQUAL instrument was used to measure the gap between truck drivers' determinants of service quality as perceived by the recipient of the goods fromthese truck drivers.The findings from the study suggest that it becomes necessary for managers to train these truck drivers in more than merely following a route or delivering goods. They needreal marketing and

Electronic service quality (ESQ) and customer orientation (CO) have become key tools to succeed in the competitive marketplace. Thus, the purpose of this research was to study how CO as perceived by the customers impacts their perception about the firm’s ESQ and to study the impact of this perceived ESQ on the outcomes at the customer level. There has been minimal research conducted on the components of ESQ in the fitness industry. Therefore, this research was focused on fitness firms wherein the participants for this study were the everyday gym goers. A quantitative survey was conducted in order to collect the data, and regression analysis was used to test the validity of the proposed model. The findings showed that there is a positive relationship between perceived CO and perceived ESQ, and a positive relationship between perceived ESQ and customer level outcomes such as customer satisfaction, customer trust and word-of-mouth.

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.

Taiwan Salt Industrial Corporation¡]T.S.I.¡^is a large business that presently monopolizes the salt producing industry in Taiwan. It was to be privatized by the target date of November in 1992 but has not yet been assessed by Executive Yuan. Since joining the WTO, Taiwan¡¦s economic policies have favored privatization, liberalization and internationalization. The salt products market would be fully open after abolishing the Regulation of Salt Policy, which would follow the privatization of T.S.I.. T.S.I. would then face strong competition.The promotion of quality service is presently the major focus of T.S.I. management. Therefore, the subject in need of exploration is mastering the competition by promoting service quality. After studying the interrelated references and theories, this research adopts the¡uSERVQUAL¡vscale for measuring the service quality which was introduced by three scholars; Parsurama, Zwithaml and Berry. This questionnaire, which aims at the management character of T.S.I., was developed appropriately through calculation and amendment. Those interviewed for this research were the salt buyers for agriculture and industry who bought salt from the Kaohsiung Sales office of T.S.I. and the consumers who bought the new products. The questionnaire included four dimensions; expected service, perceived service, overall satisfaction and individual demands. The following are some of the findings of this study: 1. The salt buyers for agriculture and industry There is positive correlation between perceive service and satisfaction among the buyers. That is, the more efficient the buyer¡¦s perceived the service to be, the higher their reported satisfaction was. There is a positive correlation between expected service and satisfaction among buyers. That is, the higher the buyeer¡¦s expectation of service, the higher their satisfaction was with that offered by the Kaohsiung Sales office of T.S.I.. There is positive correlation between the satisfaction and continued purchases made on the part of the buyers. That is, the higher the buyer¡¦s satisfaction with the Kaohsiung Sales office of T.S.I., the more continual purchases the buyer made. There is a positive correlation between satisfaction and recommendations among buyers. That is, the more satisfied the buyer was the more the buyer recommended of the products of purchased to friends and relatives. 2. The Consumers There is a positive correlation between expected service and perceived service. That is, the higher the expectations of the consumers were the better they perceived the service they received. A positive correlation is found between perceived service and satisfaction. That is, the more efficient the consumer perceived the service to be the higher their reported satisfaction. The study showed a positive correlation between expected service and satisfaction. That is, as consumer¡¦s expectations grew so did their satisfaction. A positive correlation is found between the satisfaction and continual purchasing behavior of customers. When consumers are satisfied they continue to buy. Finally, a positive correlation exists between satisfaction and recommendations made by customers. When customers are satisfied they recommend the products they purchase to their friends and relatives.

The major purpose of this study was to assess the impact of leadership style on service quality in intercollegiate athletics. Specifically, the study examined the relationship between the athletic directors'€™ transformational leadership and service quality as perceived by the student athletes via the organizational outcomes including organizational citizenship behavior, organizational commitment, and job satisfaction. To accomplish this purpose, two web-based surveys were utilized to collect data from 927 head coaches and 1,064 student athletes from 53 institutions of the major five conferences in the NCAA during the 2005-06 academic year. The final response rate from the head coaches was 19% (175/927), and from the student athletes was 25% (271/1064). The instrument included basic demographic information, a nine-item to measure the athletic directors'€™ transformational leadership (Bass, 1985a), a twelve-item measure to assess head coaches'€™ organizational citizenship behavior (Smith, Organ, & Near, 1983), a six-item measure to capture head coaches' affective commitment (Meyer & Allen, 1997), a three-item measure to assess head coaches'€™ overall job satisfaction (Cammann, Fichman, Jenkins, & Klesh, 1983), and a fourteen-item measure to assess student athletes' perceived service quality (Harris, 2002). The descriptive data revealed that the athletic directors' charismatic leadership, one dimension of transformational leadership, was the prominent factor, as perceived by the head coaches. Further, the student athletes perceived responsiveness and empathy as the prominent dimensions of service quality. Results from the SEM indicated that the overall athletic directors' transformational leadership was correlated to all organizational outcomes. In the relationship between the transformational leadership and service quality via the organizational outcomes, generalized compliance mediated the relationship between the transformational leadership and service quality.

The purpose of this study is to discuss internet service quality and website traffic what relations exist between the two. Review the previous literature on the internet service quality, the general analysis of the literature is to take the questionnaire form. In addition, although Taiwan's small and medium enterprises are active in setting up the company's Web site, but they are only concerned about the existence of their company's Web site. Therefore, they rarely make use of the characteristics of the Internet to increase the profits of the company. The majority of small business Web site service quality is very simple, so this study is based on small and medium enterprises in Taiwan in 2008, 9-12 months of the average site traffic information as a sample. Then we use econometric methods to estimate the internet service quality to the impact of site traffic. After the analysis of empirical models, this study get the following four conclusions: (1) Taiwan's small-scale service sector industries, and its Web site service quality still needs to strengthen. (2) Service interaction quality and usability for visitors's convenience time have a significant positive impact. (3) Information quality and service interaction quality for visitors's byte volume have a significant positive impact. (4) Government should encourage the industry policy of the network platform. Based on the above conclusions, this study suggests that the government can make use of service interaction quality, supplemented by information quality and usability to set up the service sector of the network platform and to provide related technology or subsidies to small businesses and to promote the site.

Measurement of quality is an important area within the services sector. To date, most attempts at measurement have focussed on how external clients perceive the quality of services provided by organisations. Although recognising that relationships between providers within a service environment are important, little research has been conducted into the identification and measurement of internal service quality. This research focuses on the measurement of internal service quality dimensions in the complex service environment of an internal healthcare service chain. The concept of quality in healthcare continues to develop as various provider, patient and client, governmental, and insurance groups maintain an interest in how to 'improve' the quality of healthcare service management and delivery. This research is based in healthcare as a major area within the service sector. The service environment in a large hospital is complex, with multiple interactions occurring internally; health is a significant field of study from both technical and organisational perspectives providing specific prior research that may be used as a basis for, and extension into service quality; and the implications of not getting service delivery right in healthcare in terms of costs to patients, families, community, and the government are significant. There has been considerable debate into the nature, dimensionality, and measurement of service quality. The five dimensions of SERVQUAL (tangibles, assurance, reliability, responsiveness, and empathy) have become a standard for evaluations of service quality in external service encounters, although these have been challenged in the literature. As interest in internal service quality has grown, a number of researchers have suggested that external service quality dimensions apply to internal service quality value chains irrespective of industry. However, this transferability has not been proven empirically. This research examines the nature of service quality dimensions in an internal healthcare service network, how these dimensions differ from those used in external service quality evaluations, and how different groups within the internal service network evaluate service quality, using both qualitative and quantitative research. Two studies were undertaken. In the first of these, interviews with staff from four groups within an internal service chain were conducted. Using dimensions established through qualitative analysis of this data, Study Two then tested these dimensions through data collected in a survey of staff in a major hospital. This research confirms the hierarchical, multidirectional, and multidimensional nature of internal service quality. The direct transferability of external quality dimensions to internal service quality evaluations is only partially supported. Although dimension labels are similar to those used in external studies of service quality, the cross-dimensional nature of a number of these attributes and their interrelationships needs to be considered before adopting external dimensions to measure internal service quality. Unlike in previous studies, equity has also been identified as an important factor in internal service quality evaluations. Differences in service expectations between groups in the internal service chain, and differentiation of perceptions of dimensions used to evaluate others from those perceived used in evaluations by others were found. This has implications on formulation of future internal service quality instruments. For example, the expectations model of service quality is currently the dominant approach to conceptualising and developing service quality instruments. This study identifies a number of problems in developing instruments that consider differences in expectations between internal groups. Difficulty in evaluating the technical quality of services provided in internal service chains is also confirmed. The triadic nature of internal service quality evaluations in internal healthcare service chains and the problems associated with transferring the traditional dyadic measures of service quality are identified. The relationships amongst internal service workers and patients form these triads, with patient outcomes a significant factor in determining overall internal service quality, independent of technical quality. This thesis assists in supporting the development of measurement tools more suited to internal service chains, and will provide a stronger and clearer focus on overall determinants of internal service quality, with resultant managerial implications for managerial effectiveness.

Enterprises have to think about how to let their customers trade on their websites to gain profits. Therefore¡A good electronic service quality is even more important to the customers now¡A this research is trying to explore the standard of electronic service quality . According to what Zeithaml et al. (2002) proposed as ¡§e-SQ model¡A¡¨ we set up the "e-SQ model¡¨ of the website of Carnews.com.tw¡A and bring up five dimensions as ¡§efficiency and reliability¡A¡¨ ¡§fulfillment and compensation¡A¡¨ ¡§contact and responsiveness ¡A¡¨ ¡§privacy¡A¡¨ and ¡§system availability¡A¡¨ to prove the proposition that ¡§Information Gap¡A¡¨ and ¡§Fulfillment Gap¡¨ do exist during the process of e-service quality delivery¡A especially among the manager¡A and the online-user. Through the method of interview and e-questionnaire¡A we confirm these propositions successfully. The Carnews.com.tw can enhance service quality by improving the listed five dimensions. This study proposes certain suggestions from the dimensions of ¡§efficiency and reliability¡A¡¨ ¡§fulfillment and compensation¡A¡¨ ¡§contact and responsiveness¡A¡¨ and ¡§privacy¡A¡¨ in order to bridge the gap between the manager and online-user. Moreover¡A this thesis hopes to benefit the exercise and service quality of Carnews website and online-user¡¦s satisfaction. The performance of service and customer satisfaction is not significantly affected by ¡§expectation of service¡A¡¨ however¡A online-user¡¦s perceived ¡§performance of service¡¨ and ¡§gap between expectation and performance¡¨ has significant impact on customer satisfaction. Furthermore¡A the performance of service has greater power to interpret the variation of customer satisfaction. Finally¡A we hope to provide suggestions to the enterprises in this field or the ones that want to participate in to upgrade their electronic service quality and gain profits. Besides¡A from the perspective of management¡A this research also hopes that through the questionnaire¡A managers of the E-commerce can understand more about the way of the customers use to evaluate electronic service.

It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used service quality dimensions to evaluate service quality. What about the relationship between customer satisfaction and service quality dimensions; the relationship between service quality and its dimensions?   Purpose: The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions.   Method: Convenience sampling technique was used to collect quantitative data from customers of Umeå University, ICA and Forex to get their satisfaction levels and meaning of service quality which were substituted in the SERVQUAL model. Chi-square test was used to test the hypotheses separately and in a group.   Findings: The study showed distinctive results for the relationship between service quality dimensions and service quality/customer satisfaction.ICA and Forex had significant relationship between service quality and customer satisfaction; butUmeåUniversity had no significant relationship between service quality and customer satisfaction. Meanwhile the group result showed that: ´responsiveness`, empathy´ and ´reliability´ were significantly related to service quality; ´reliability` and `empathy`, were significantly related to customer satisfaction but `responsiveness` was not significantly related to customer satisfaction; meanwhile service quality was significantly related to customer satisfaction.   Implication/Contribution: The findings imply that service quality is not the only factors that could lead to customer satisfaction in service sectors; that service quality dimension varies in the different service sectors. The findings suggest that to provide quality service in order to satisfy customers, organizations in this kind of service sectors need to improve on the dimensions of service quality. Also, to provide total satisfaction to customers, the service sectors need to improve on the other factors that were given as reasons for satisfaction. This study contributes to existing theories by confirming or adding value to the relationships that are involved in customer satisfaction, service quality and SERVQUAL dimensions. It provides results that could be useful to managers in business organisations for strategic planning.