The issue of ¡§how can a company benefited from information technology (IT)¡¨ is one of the most important strategical issues to an enterprise in this increasingly competitive global market. Enterprises and their collaborative industries are paving their way to the level of total computerization in the hope of gaining the superiority in the market with the aid of computerization. Therefore, we can see that the integrated IT network system has become the main neural network which is vital to an enterprise at the strategical level. As a direct result of that, the quality of the IT services offered by the IT service providing sector inside of an enterprise does influence how good the IT network may be inside of an enterprise after a long period of time. For that reason, it is possible to infer that the service quality of the IT service holds the key to building a successful IT environment inside of an enterprise. This paper evaluates the level of the quality of the services offered by the IT service providing sector inside of an enterprise. This research also looks into the issues of how the results derived from this research may help to improve the quality of the services offered by IT service providing sector inside of an enterprise. This research uses ¡§five-dimension¡¨ service quality evaluation model, which is brought up by Parasuraman, Zeithaml and Berry along with SEVERQUAL questionnaire plus consulting with the characters of IT service providing sector, to develop the primary questionnaire first. The final questionnaire for evaluating the quality of the services offered by IT sector inside of an enterprise was later developed after (1) consulting with the experts in this area (2) pre-test (3) analysis of the credibility of the questionnaire were done. The final questionnaire was finally put to test at later stage. The results gained through the questionnaires were also studied at later stage. The results derived from this study display the differences between the expectations and the perceptions of the service quality of the IT service providing sector among the interviewers are huge as far as the IT system users are concerned. However, there are no notable differences between the recognition of the quality of the services of the IT service providing sector and the expectation of the quality of the IT services of the users. Furthermore, the degree of total satisfaction of the user and the perceptions of the different dimensions of the users are interconnected. In the research, the variable of the population of the IT user doesn¡¦t influence the two options, such as ¡§age¡¨ and ¡§duration of work¡¨ with regards to the quality of the services provided by the IT service providing sector. Otherwise, the variable of the population of the IT user does influence the degree of total satisfaction of the user. ¡§Tangibility¡¨, which is in the ¡§first thing-to-be-improved¡¨ area as far as the IT service quality is concerned, must be dealt with swiftly and efficiently according to the results derived from the analysis diagram of ¡§expectation and perception of the service quality of the IT service providing sector¡¨. This research aims to extend the study of the service quality of the service industry to the study of the service quality of the IT service providing sector inside of the enterprises. Therefore, this research may be used as to an alternative method to evaluate the service quality of the IT service providing industry inside of the enterprises. The chief executive officers and the IT managers in an enterprise may use the ¡§measurement of IT service quality from different dimensions ¡§developed in this research as a reference when devising the strategies of the service quality of the IT service providing industry inside of the enterprise.

The purposes of this study are to investigate the customers¡¦ perception of the service quality and their continuative consuming behavior of leisure floral farms after their visit two farms of Taiwan Sugar Corporation. Based on the results of this study, suggestions are offered to managers of leisure floral farms. Survey research was conducted for this study. The subjects included 640 visitors from each area in two farms of Taiwan Sugar Corporation. And 498 acceptable questionnaire were collected. The acceptance rate was 80.76%. The questionnaire includes service quality volume and behavior intention volume proposed by PZB. The data are analyzed include analysis of association between background items and consumer experience items, t-test , one-way ANOVA, and stepwise multiple regression. The conclusions of this study are as follows: 1. There is positive correlation between service quality, royalty and pay-more intention, and irrelevancy to switch intention. 2. There is correlation between customer demand and floral information, price. 3. Most consumers who visit leisure floral farms are interested in flowers and plants. It indicates that leisure floral farms with potentiality to assimilate visitors into customers, particularly for diversified farms.

The rapid development of information technology (IT) has impacted the competitive environment between properties. Today, more and more companies introduce information system to flow internal messages freely, reduce the communication cost and provide support the important messages to managers for fast decision. By this way, the enterprise could maintain its competitive advantage. To introduce the information system¡]IS¡^ is really costly, companies should probe the effects before and after the investment of IS . We have learned from literatures that measurement of service quality is the proper means to gauge the information system. This study is to assess information system at the base of ¡uIS-adapted SERVQUAL instrument¡v and ¡uThree-column format¡v. A survey, which adapted to individual company, was conducted with some measures modified from the viewpoint of captioned company. 436 valid samples were taken from more than 8600 employees by stratified random sampling. The major findings are (1) instead of four dimensions expected from the original model, only two service components, attitude perspective and skill perspective, are identified in the service quality of information system for manufacturing industry,¡]2¡^the difference between ¡¥perceive quality¡¦ and ¡¥self-confident quality¡¦ is significant, ¡]3¡^Following the demographic variables among ages, positions, working departments and academic degrees, it appears no significant difference in the attitude perspective and skill perspective of service quality concerning information system.

Currently global shipping industry has from grew stage advance to mature period. The container ship capacity of supply exceeds the demand and the economy depression impacted traditional industry fiercely more competitors join the market cause freight decline, shipping industry face to a difficult position. The transportation cost raises up accompanies by sources of energy price hike, the container ship performance improvement is getting important with each passing day. The case company depends on ¡§Port and Terminal Integrated Operating System (PATIO), and use super crane, transtainer(TT), tractor, radio data terminal (RDT) and related field partner to complete container handling process. The core competence to case company is focus on standard operating process (SOP), speedy customs formality and flexible practice. From studying academic references, case company¡¦s document and practice learn its business process reengineering rely on PATIO system as a major tool to shorten core process timing, improve vessel productivity and enhance service quality. First, the essay creates a pattern contains four phases and seven procedures for running business process reengineering (BPR), realize some topics on process improvement and management from primary data and secondary data provided by case company. Second, the study is evaluated BPR performance between beginning and finish. Third, the conclusion of key successful factors (KSF) to BPR includes: (1). Build up business vision and company values. (2). High-level management support and fully participation. (3). Equipment modification properly. (4). Management Information System Improvement. (5). Cross function member teamwork. (6). The speed of business process reengineering. (7). Employee and field partner commitment with enthusiastic participation. The conclusion of business process reengineering about case company summarize as following. 1.The pattern of business process reengineering contains four phases and seven procedures. - Planning Phase ¡P Create business vision ¡P Develop business process reengineering concept - Design Phase ¡P Map out business process reengineering contents ¡P Business process reengineering evaluation and design - Implement Phase ¡P Carry out business process reengineering plan - Measurement Phase ¡P Business process reengineering performance evaluation ¡P Continuously improvement 2.Seven key successful factors for achieving business process reengineering. - Build up business vision and company values - High-level management support and fully participation - Equipment modification properly (Bomb Cart Modification) - Management Information System Improvement - Cross function member teamwork - The speed of business process reengineering - Employee and field partner commitment with enthusiastic participation 3.To provide example for the same business to carry out business process reengineering

Today, companies are operating in a fast-changing environment of intense competition. It is essential that they continuously improve their competitive advantage by working hard to strengthen the soundness of their business systems, raise their competitiveness, and improve the quality of their manpower resources. The foundation of any company is its intellectual capital, and this has become an important direction in human resource development. This research paper aims at the relationship between intellectual capital and competitive advantage as well as the effect of innovation and service quality on intellectual capital and competitive advantage. It also examines the moderating effect of strategy on the relationships between intellectual capital, innovation and service quality. Finally, this paper offers some helpful observations and suggestions on how companies may raise their competitive advantage. This paper focuses on the banking industry. Two questionnaires were designed, one for supervisors and the other for consumers. For the former, random and convenience sampling were employed. Questionnaires were mailed to a random sample of 200 financial institutions in Kaohsiung and Taipei, of which 82 responded, a return rate of 41%. For the convenience sample, through the assistance of friends and relatives, a further 48 questionnaire replies were received. For the customer survey, the questionnaire targeted those banks which had already responded to the supervisor questionnaire. Each bank used convenience sampling methods to survey 3-5 customers at its service center. In total, 122 banks returned 573 valid questionnaires. The data from these questionnaires were subjected to a variety of statistical analysis including Pearson's correlation, independent t-test , ANOVA and regression analysis with the following results: 1. Intellectual capital has significant and positive influence on innovation. 2. Intellectual capital has significant and positive influence on service quality. 3. Intellectual capital has significant and positive influence on competitive advantage. 4. Innovation has significant and positive influence on competitive advantage. 5. Service quality has significant and positive influence on competitive advantage. 6. Strategy plays a siginificant moderator role on the relationship between human capital and innovation. 7. Strategy plays a siginificant moderator role on the relationship between human capital and service quality. 8. Innovation has a significant mediating influence on the relationship between human capital and competitive advantage. Keywords: intellectual capital, strategy, innovation, service quality, competitive advantage

To supply the health care service has to possess plenty of professional medical knowledge. However, consumers cannot learn sufficient information from the health care market. As a result of unequal position in obtaining information, it is easy to create intenseness between doctors and patients. Patients need to know more about anesthesia and illness to relieve their anxiety. Based on the patient-centered idea to enhance medical service quality, this research expects to discuss the influence of the involvement of the education about preoperative anesthesia on hospitals¡¦ service quality through establishing appropriate anesthesia teaching videotapes. Then, the research tries to connect patients¡¦ satisfaction and their intend to return with the quality of hospitals¡¦ service. The research method is experimental, and the objects of this research are surgical inpatients from one medical center including 219 people in the test group who accepted introduction to preoperative anesthesia and 125 people in the comparative group who were taken care as usual. Some tools such as demography characteristic recording list, disease characteristic recording list, modified PZB (SERVQUAL) scale, satisfaction questionnaire from THIS¡]Taiwan Healthcare Indicator Series¡^and SPSS10.0 software were used to develop descriptive statistic analysis, item analysis, factor analysis, and one-way ANVOA and regression analysis. The results of this research appear as followed: 1. The recognition of hospitals¡¦ service quality has a positive influence on patients¡¦ satisfaction. 2. Patients¡¦ satisfaction has a positive influence on their intend to return. 3. The recognition of hospitals¡¦ service quality has a positive influence on patients¡¦ intend to return. 4. Patients¡¦ satisfaction produces an intermediary effect on the relationship between the recognition of hospitals¡¦ service quality and patients¡¦ intend to return. 5. The education about preoperative anesthesia produces no interference with the relationship between the recognition of hospitals¡¦ service quality and patients¡¦ satisfaction. 6. The education about preoperative anesthesia produces partial interference with the relationship between patients¡¦ satisfaction and their intend to return.

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.

In order to meet the demand of expanding leisure tour market and to reduce the impact on agriculture because of joining the World Trade Organization (WTO), the government actively promotes the policy of 'recreation agriculture' and hopes to upgrade the agriculture by ways of adopting the managerial concept and idea of travel service. Because 'recreation agriculture' has been lacking a set of approval procedures and rating standards, leisure farm visitors maybe choose the inferior leisure farms with poor service quality in lack of ample information. The tourists with bad experiences about leisure farms will not visit leisure farms in the future. That will greatly influence the future development of ' recreation agriculture '. This study aims at setting up a service quality measure of leisure farms and offers it to the government for reference in setting up the authentication and rating system. In addition, this study also investigates the interrelationships among customer¡¦s perceived service quality, satisfaction and behavioral intention. By understanding and endeavoring to improve those defects of service, the leisure farms can promote visitors' satisfaction and revisiting willingness effectively and subsequently enforce their competitiveness. In order to prove the fitness of the construct model to ' recreation agriculture ', this research adopts statistical software SPSS to verify the reliability of the measure and make the factor analysis. This study also uses software AMOS as a tool to build and analysis the linear structure model for the latent constructs of perceived service quality, customer¡¦s satisfaction and behavioral intention. The objects of this study are visitors of the tropical agricultural products exhibition of Ping-Tong, The investigation method adopted for this study is granting the questionnaire to visitors at random. The analysis result shows, visitors are most unsatisfied about following service items, including insufficient equipments for the disability person and other auxiliary equipments, such as pavilion and sun-shading seats, the attendants of the leisure farm lack the professional knowledge about agriculture and service. Another finding of this study is that students of elementary school and junior high school are apparently more satisfied with 'perceived service quality' and 'customer¡¦s satisfaction' than other visitors. Because visitors from Ping-Tong county pay lower ticket price than that for visitors from other counties, visitors from Ping-Tong county feel more satisfied about the construct of ' service value '. Path analyses verify the following hypothesis, 'perceived service quality' can positively influence 'customer¡¦s satisfaction', and 'customer¡¦s satisfaction' can positively influence 'behavioral intention', but 'perceived service quality' can not directly influence 'behavioral intention'. The managerial implications based on this study are: 1.The manager of the leisure farm should devote to improve the auxiliary equipments and attendants' agricultural knowledge and service skills in solving the service disputes. 2.Strengthen marketing for students of elementary school and junior high school to increase visitors. 3.Narrow the disparity of ticket price for visitors from Ping-Tong county and other counties to encourage people of other counties to visit the leisure farm.

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