In recent years, the service industries such as restaurants, hotels & finance have treated consumers and satisfying their needs as their first priority. This kind of service concept is also greatly valued and practiced by the medical industry. While the national health insurance system reduces the financial strain and increases more medicare choices for people, the environment of operating a hospital has become more challenged and competitive. The increase of income and the high service quality provided by Starbucks and Wang Steak both have significantly impact on people's expectation for receiving higher service quality. By recognizing the demand of public, hospital management can then provide service quality that's within or even beyond expectation. This research will exam the importance and satisfaction of hospital service quality to people, as well as compare people's loyalty level toward hospitals and doctors. This research takes Kaohsiung residents as example and the total number of effective example is 351. The questionnaire is created based on SERVQUAL and the patient's satisfaction questionnaire of THIS. The result is analyzed by statistic software SPSS 17.0 and Importance Performance Analysis. The research result: 1. The importance level of hospital service quality measures from high to low is professional abilities of doctors and nurses, medical equipments in hospitals, communication and interaction with doctors and nurses, facilities and convenient access to hospitals, attitude of medical staffs, waiting time. 2. Professional abilities of doctors and nurses, medical equipments in hospitals belong in the keep up the good work category. Attitude of medical staffs and waiting time belong in the lower priority category. Communication and interaction with doctors and nurses, facilities and convenient access to hospitals belong in the possible overkill category. No item for concentrate here category. 3. Interviewees show more loyalty toward doctors rather than hospitals and their attitude is consistent with their behavior.

As a result of the prosperous growth of electronic commerce businesses and the rapid progress of the information technologies, various innovative e-commerce business models are emerging. In recent years, there is a new and very successful e-commerce business model called ¡§One Deal a Day.¡¨ It is surprising that the way how the One Deal a Day violates many principles of doing good business in the past. For this reason, the purpose of this thesis is to study why and how One Deal a Day can succeed by analyzing the empirical data collected from WOOT! which is the starter of One Deal a Day business model. Overall, the unique characteristics of One Deal a Day include single item only at any moment, 24 hours only or even shorter of selling, great discounts, funny story as marketing tactics, and full of uncertainty. Based on these characteristics and literature, we conclude the success of One Deal a Day is resulted from hedonic consumption and impulse buying behaviors. According to the analysis of empirical data, when the selling time is shorter and more uncertain, or when the price is cheaper, it will encourage more impulse buying. However, the time pressure will negatively moderate the impact of the price on impulse buying. From the aspect of consumer loyalty, we found that One Deal a Day business model is easy to build up consumer loyalty. In addition, when the selling time is shorter and more uncertain, it will attract more consumers with high loyalty, but less new consumers.

Study on the Relationship of Customer Relationship, Brand Image, and Customer Loyalty ¡V A Case Study of a Chain Cram School in Kaohsiung City ABSTRACT This study aimed to investigate the customer relationship, brand image, and loyalty that the parents of students came from a chain cram school in Kaohsiung City had towards that cram school. The parents of the students who are studying in this cram school and relevant after-school education were the study subjects. Questionnaire investigation was performed and 300 copies of questionnaires were sent and 276 copies were received, where 42 copies of invalid questionnaires were eliminated; thus, there were 234 copies of valid questionnaires in total and the questionnaire efficiency was 84.78%. The statistical methods that this study applied included descriptive statistics, Pearson's product-moment correlation, independent-sample t-test, one way ANOVA, and stepwise multiple regression. The following results were drawn after empirical analysis from different backgrounds of the students¡¦ parents: 1. For customer relationship, overall brand image and every aspect of brand image, and willingness to purchase again of the parents¡¦ feeling towards the cram school, female parents scored higher than male parents; while male parents scored higher on price tolerance, willingness to recommend, and overall feeling of customer loyalty than female parents. 2. For 41 to 50 year-old-parents, they scored lower on brand value of cram school and willingness to recommend than parents who were under 40 years old; however, they scored higher on customer relationship, brand image, overall customer loyalty, and every aspect of customer loyalty than parents from all other age groups. 3. Parents graduated from high school and/or vocational school (and lower education level) only scored lower on brand strategy and willingness to recommend, they scored higher on customer relationship, brand image, overall customer loyalty, and every aspect of customer loyalty than parents from all other education levels. 4. The consciousness of parents who are government employees and housekeepers was higher on customer relationship, overall loyalty, and every sub-aspect of loyalty towards the cram school. For parents who work in technology manufacturing industry and governmental organizations, their consciousness was higher on overall brand image and every sub-aspect of brand image towards the cram school than the parents with other occupations. 5. The consciousness of parents with higher average monthly income was higher on customer relationship, brand image, overall loyalty, and every sub-aspect of loyalty towards the cram school than parents with lower income. 6. The consciousness of parents with one child was higher on customer relationship, overall brand image, and every aspect of brand image than parents with two or more children. For overall customer loyalty and every sub-aspect of customer loyalty, the consciousness of parents with three or more children was higher than others. The research analysis result of the relationship of customer relationship of parents, brand image and customer loyalty is as follows: 1. Every aspect of customer relationship and overall customer relationship of parents, and every aspect of brand image and overall brand image of parents whose children studied in cram school were significantly and positively correlated, showing that the higher the score of customer relationship the parents had, the higher the score of brand image. 2. Every aspect of brand image and overall brand image of parents, and every aspect of customer loyalty and overall customer loyalty of parents whose children studied in cram school were significantly and positively correlated, showing that the higher the score of brand image the parents had towards the cram school, the higher the score of customer loyalty. Customer relationship and the difference of brand image were served as the criterion variable, and the predicting result analysis of customer loyalty is as follows: 1. The three major predictor variables of overall customer loyalty included ¡§brand marketing¡¨, ¡§brand strategy¡¨, and ¡§trust¡¨, where ¡§brand marketing¡¨ had the highest predicting ability. 2. ¡§Willingness to purchase again¡¨ was served as the criterion variable, and the three major predictor variables of overall customer loyalty included ¡§brand strategy¡¨, ¡§brand marketing¡¨, and ¡§customer communication¡¨, where ¡§brand strategy¡¨ had the highest predicting ability. 3. ¡§Price tolerance¡¨ was served as the criterion variable, and the two major predictor variables of overall customer loyalty included ¡§brand marketing¡¨ and ¡§trust¡¨, where ¡§brand marketing¡¨ had the highest predicting ability. 4. ¡§Willingness to recommend¡¨ was served as the criterion variable, and the four major predictor variables of overall customer loyalty included ¡§brand strategy¡¨, ¡§customer communication¡¨, ¡§brand value¡¨, and ¡§brand marketing¡¨, where ¡§brand strategy¡¨ had the highest predicting ability. Keywords: Chain Cram school, students¡¦ parents, customer relationship, brand image, customer loyalty

On top of cost reduction, product quality and manufacturing quality, manufacturing industry should start to consider the influence of business-to-business service quality on customers¡¦ satisfaction and loyalty. Therefore, how to measure customer perceived business-to-business service quality become a critical issue in manufacturing industry. Previously, the service quality research are more concentrated on business-to-consumer, such as retail or other service industry. However, it's not appropriate for apply it on business-to business level. The purpose of this paper is to study the influence of business-to business service quality on customer satisfaction and customer loyalty. This research is intended to prove the following. 1. IMP model is applicable to measure business-to-business service quality in manufacturing. 2. The better business-to-business service quality can lead to customer satisfaction and also customer loyalty. 3. To understand customer¡¦s satisfaction and loyalty on Manufacturing assembly and testing house in Taiwan accurately. This research attempts to find a relationship between six factors from IMP model and business-to-business service quality. Further, to know if business-to-business service quality can affect customer satisfaction and customer loyalty, especially more purchasing behavior.The research methodology is to use Woo & Ennew¡¦s (2005) questionnaires which based on the concept of IMP model. We provided questionnaires to Taiwan¡¦s assembly and testing house¡¦s customers. There are 143 returned with effective results. The conclusion of the research showed the business-to-business service qualtiy have significant and positive effects on customers satisfaction then to loyalty. However, the questionnaires didn¡¦t have a good fit to measure business-to-business service quality in manufacturing. From the result, it remind manufacturer take business-to-business sevrice quality seriously and pay much attention to it.

Abstract In this study, we will research for legal services company about the customer relationship management. We select three city¡¦s legal services company, including Beijing, Hong Kong and Taipei. The research variables are customer satisfaction, customer loyalty, brand, Guanxi and customr relationship management. In this study, we use qualitative analysis method and to interview the legal services partner to get first-hand data. About customer¡¦s satisfaction, customers care about the quality more than price. In most cases, the company doesn¡¦t use customer satisfaction surveys to understand customer needs. About customer¡¦s loyalty, new customers majority is recommended from the old customers. If the company fail the case, there are still 70% of customers are willing to continue to cooperation. About the Brand and Guanxi, different cities and different legal services are showing different data. About the customer relationship management, the legal services and customer interaction are dominated by academic exchanges and good customer management will enchance the satisfaction, loyalty and increasing revenue. Keywords: legal services, customer relationship management, customer satisfaction, customer loyalty, Brand, Guanxi.

In the recent years, the mobile phone from analog era to the 2G era and more to 3G, mobile phones is not only a single kind of communication products, but also it became an integral part in daily life. Advances in hardware and the popularity of telecommunications providers to provide 3G network service, makes smart phones became convenience and functional. It brings consumers a new experience. In June 2007, Apple led the launch of the iPhone. Its intuitive touch interface, multi-application software, and humanness designs, coupled with value-added services to mobile carrier model, and combined Internet community effect, creates a leading mobile company. Consumers still demand for the smart phones, and drive to the multi-function in the compound-oriented. Thus, a powerful portable devices become a must need. However, in varied mobile phone manufacturers, the most representative product is iPhone. In order to understand the niche market, we have to study the customer loyalty. And, we create literature related subject and conceptual framework for the iPhone users. In the study, the main structures are how customer satisfaction, brand identity and customer lock-in affect the customer loyalty. And, we will discover the co-related factors of the main frame. However, the point of view for the iPhone user will be also considered if the customer satisfaction (affection) will influence in customer loyalty. The affection factors will be considered as perceived usefulness, ease of use, compatibility and enjoyment. Last, w will reveal the analysis result and implication management.

To increase medical service quality for medical ecology is necessary nowadays, it provides not only customers satisfaction and ensure patent s¡¦ willing for next visit, but also have the requirements of the hospital accreditation. Furthermore, medical service quality has become the main purchasing direction for hospital administrators. This survey is based on ¡§5Q model for different dimensions¡¨ by Zineldin (2006), including quality of object, quality of processes, quality of infrastructure, quality of interaction, quality of atmosphere. However, it evaluates which medical service quality that may affect patient¡¦s satisfaction and loyalty for having examination check in radiological department. The result of this research can be used by the hospital to provide the medial service quality, hospital competitiveness, sustainable development, and to supply more effective strategies in future direction. This survey investigated the patients for the examination of medical imaging from the biggest military hospital in southern, which was assessed as a regional Teaching Hospital by department of Health, the executive Yuan. A total of 600 questionnaires were sent out to patients, with 586 valid samples, and with 14 uncompleted invalid samples. The effective response rate is about 97.9%. In this study, the quality of medical service is based on five dimensions analysis, respectively patient satisfaction and patient loyalty. In addition, the patient satisfaction provided analysis and discussion for patient loyalty. The research was the participants with medical treatment from military hospital and was carried the analysis in order to further understand the significant difference in the causes for medical treatment, medical service quality, patient satisfaction and royalty. The research is summarized as follows: 1.The medical service quality ¡§quality of object, quality of processes, quality of infrastructure, quality of interaction, quality of atmosphere. ¡§ were all positive and significant influence on patient satisfaction, particularly quality of atmosphere and quality of interaction. 2. The quality of object, quality of interaction, quality of atmosphere had also strong and positive impact on the loyalty of the patients, but the quality of process, and the quality of infrastructure hadn¡¦t affect the patients¡¦ loyalty remarkably. 3. In addition, patient satisfaction appeared a relevant and significant impact on patient loyalty. 4. For treatment reasons, people who were military and military dependents were significant higher than the patients who live closely to hospital for quality of object, quality of infrastructure, quality of interaction, quality of atmosphere and patient satisfaction.

The environment of the health care industry resulting in a considerable change in recent years by the NHI system uncertainty, rising health care costs, intra-industry competition, the rise of consumer awareness, as well as the patient's requirements to improve the quality of medical care and other factors impact. Therefore, health care providers have thinking business strategy in the future of medical institutions, and actively pursue a diversification of health services, extend the medical professional services related to health checks which is no constraints by NHI system, and at their own expense systemic health checks. Armed forces hospital is not only provide health check service to military personnel but also to provide the public at their own expense health check service. Many domestic and foreign literature shows that use of customer relationship management effectively can improve service quality. Therefore, how to use customer relationship management to enhance service quality of health check, to explore new customers (public) and retaining customers (military personnel), strengthen the competitiveness is an important issue facing the Armed forces hospitals. In this research, the content of health check service quality are four dimensions to form by the environmental facilities, the health check process, personnel services and health management;the overall customer satisfaction for a single item; the customer loyalty is primarily to repurchase intentions and recommended four questions of. The structure of this research was constructed by "health check service quality", "customer satisfaction", " customer loyalty" the three dimensions together with background information on the dimensions of the formation; and distinguish between "health check service in current" and " health check services in the use of customer relationship management to adjust or increase the service measures " in two part. Explore the relationship and differences between the various dimensions. This research took the example of an armed forces regional hospital. We use the convenient sample method to obtain questionnaires. The result of this research discovers that the demographic factors have no statistical difference with the health check service quality and the overall customer satisfaction; demographic factors of marital status and work patterns (military personnel) for partial questions of the customer loyalty have significant difference. There is moderate to high positive correlation between health check service quality and overall customer satisfaction. With the application of stepwise multiple regression analysis, health management in the health check service quality can efficiently predict overall satisfaction of the health check as a whole explanatory power and statistical-significance. Health check of the overall customer satisfaction and customer loyalty is positively related. "The overall satisfaction of health check services in the use of customer relationship management to adjust or increase the service measures" is higher than "the overall satisfaction of health check service in current" and has the remarkable difference. "The customer loyalty of health check services in the use of customer relationship management to adjust or increase the service measures" is higher than "the customer loyalty of health check service in current" and has the remarkable difference.

With the ongoing innovation of production technology, the quality and properties of NoteBook (NB) are more advanced, and the price is getting lower. Due to the low price and the rising of Chinese consumption level, the demand of NB is progressively increasing. On the other hand, compared with other items, NB is a high unit price item. Therefore, the brand name of products becomes a factor for consideration in consumer purchases. It also leads to the consequence of NB industrial concentration. According to MIC¡¦s report, the global market share of top 5 NB brand (Acer, Hewlett Packard, Dell, Lenevo, and Toshiba) is up to 74% in 2010. Due to the circulation in information technology, NB functions and services provided by brand companies become similar. Under this condition, the discrepancy between different brand NBs is shortened. In the consumer-oriented market, only consumer satisfaction cannot create the consumer loyalty. Despite the consumer satisfaction, brand companies should consider other factors that affect the brand loyalty. The research is to discuss the factors affecting brand loyalty from the aspects of involvement, using habits, and demographic variables. In addition, statistic analysis is based on collecting questionnaires, in which the analysis includes factor analysis, regression analysis, and ANOVA analysis. The research found that: 1. Consumer satisfaction still affects brand value ,and be a essential factor of brand loyalty. 2. Regarding to involvement, product pleasure will be factor between consumer satisfaction and brand loyalty; others will be not. 3. Using habit and Demographic Statistic will be factors between consumer satisfaction and brand loyalty.

Recently, more business reduced marketing expenses for responding the changes of macro-economic environment. The business strategy turned traditional marketing into internet marketing. More business used internet marketing to compete with others. Because internet industry grown speedily that ¡§Otaku Economy ¡§changed consumer behavior on shopping. In addition, these economy models become more strong shopping power. Consumers change their shopping patterns that it carries more opportunities and economy effects when the environment is in a slump. The research has four purposes as follows: First, to discuss e-commerce bring the effectiveness of brand essentially. Second, to explore affected on purchase decision-making whether internal or external factors when consumers use e-commerce process. However, people perceive differently for online shopping on decision model. People have difference effects on perceived price, perceived quality, perceived value and purchase intention in their mind. In addition, we want to discuss that consumer¡¦s brand loyalty when people face more choice on online shopping websites. Finally, we observed effectiveness on brand A and the gap between business and consumer in business side. The model was tested using SPSS 17.0 Variate Statistical Analysis and Case Study. The sample size of this survey includes 360 respondents, 335 were identified as usable. PayEasy were selected for the study. The findings are as follows: 1. We demonstrated the price-perceived value concept model that found consumers considered the more quality on products/ website the more overall value in their mind. The result created more purchase probability. 2. Two group are 15-18 year-old students and office workers bought cosmetic products online frequently because without time and space limit. More and more female consumers interest in online shopping. 3. In fact, people have lower brand loyalty on online shopping due to they have more choices. Product substitution and cheaper price could affect consumer decision-making behavior. 4. PayEasy has more unique competitiveness on information flow, product flow, cash flow, logistics and CRM. The key contribution of the research is that we reflect opinions of people and perspectives gap on e-commerce in consumer and business side. Further, we understand factors of decision-making process in consumer¡¦s mind that will help to enhance relationship between business and consumers on e-commerce. And helping business create more new innovate model to increase brand effectiveness.