Abstract Dental implants can be a breakthrough in dental treatment. It has become an important index of the operation performance for the dental clinics. Patients¡¦ knowledge of dental implant medical quality is different from dentists¡¦ due to asymmetric information. This study sample consists of two major groups: 200 patients and 20 dentists, recruited from 15 dental clinics providing services of dental implants in Kaohsiung city. The data was collected by a questionnaire and try to investigate the relationship between the baseline data , the knowledge and attitude of patients about dental implants. The purposes of this study is to identify the difference between patients and dentists about dental implant medical quality . Providing information for patients seeking dental implant care, and for dental implant marketing of dental clinics. The results show that the willingness to accept dental implants is higher in patients well-educated and good oral hygiene . The most popular resources of getting dental implant information are from TV and their dentists. 74% of patients do not know the brand of their dental implants. 84.2% of patients would like to recommend dental implants with the reasons of their dental experiences and the trust of the dentists. The satisfaction rate of dental implant exceeds 70%. As for selecting dentists, medical skills, medical ethics, medical equipments and public praise are the more important factors. Male and young patients are more affected by objective factors; female patients take more consideration of their own feelings. However old patients more concern about interpersonal relationship. Highly-educated patients attach more importance of profession; Lowly-educated patients more care about the environment of the clinics. About medical quality, the most important factors in dentists are medical skills and sterilization, followed by dentist-patients relationship. The first three in patients are medical skills, sterilization and specialist certification. Of all six common factors in patients and dentists, the most different factor is dentist-patient relationship. It shows obviously high in dentists, and it maybe due to the elevation of consumer¡¦s awareness in Taiwan. Key word: dental implant, dental service quality , dental clinic choice, factor analysis

With the trend of financial business integration, the life insurance companies face keen market competition. They are forced to develop multiple channels since the agency channel which was the main distribution channel can not stay competitive in the market. In 2009, 63.15% of first-year premium collections on life insurance products come from the bancassurance channel and 33.85% are from the agency channel. However, life insurance products are intangible and agents play significant roles during service delivery in order to meet various customers¡¦ need. This is why most life companies still choose to strengthen the agency channel. Thus, it merits a better attention to probe into the relationships between life companies and their agents. The study is conducted by the questionnaire survey on F Life Insurance Company. Throughout interviewing 509 agents and 200 customers, the datum of the research is made by reliability analysis, descriptive analysis, Pearson correlation analysis, independent sample t-test, ANOVA, and multiple regression analysis to verify the identity degrees of the interviewees on the organizational commitment, the professional commitment, the organizational citizenship behavior, and the service quality. Following are the major findings: 1. Each one of the organizational commitment, the professional commitment, and the organizational citizenship behavior are statistically significant and positive correlated to the service quality. Among them, the organizational citizenship behavior is with the strongest influence on the service quality, then the professional commitment second, and the organizational commitment last. 2. Among the sub-dimensions, the continuance commitment in the organizational commitment explains most the variations of the service quality. Also, the professional involvement in the professional commitment explains most the one. And, the participation in the organizational citizenship behavior explains the most the one and then the service delivery. It means that the professional involvement and the participation of the agents are with significant effects on the service quality. 3. The variations in the identity degrees of the service quality of the agents and the customers are significantly different. 4. The variations in the identity degrees of the organizational commitment of the different agency channel are significantly different. From the findings of the research, the organizational citizenship behavior is proven the most impacts on the service quality and the professional commitment influences the organizational citizenship behavior more than the organizational commitment. Consequently, the life companies should invest more training resources to upgrade agents¡¦ professional capability except for enhancing the organizational identification of agents. Professional agents are more confident of selling and delivering service, and perform organizational citizenship behavior better, so that earn customers¡¦ trust and improve service quality. Ultimately, it creates irreplaceable value of the agency channel.

The service of mobile communications is customer-oriented. The service is intangible and filled with large amounts of variable. It causes the difficulty of evaluation on service quality. Therefore, understanding customer requirements and key factors of service to promote service quality, meet customer needs, retain customer loyalty and create profits is one of the important issues in mobile communications. The study mainly aimed to discuss the service quality of mobile telecommunications industry. According to the revised SERVQUAL measure table proposed by Parasuraman et al. (1991), the service quality questionnaire is designed by service characteristics of mobile telecommunications industry.The total number of the questionnaires was 162. Questionnaires were finished via web survey, discussing the influences on demographic variables and whether there were significant differences between customers¡¦ expectations and their authentic experiences. The Importance-Satisfaction model (I-s Model) and Improvement index (Ii) were also used as references to find out the priority to improve. Based on the survey consequence, there were significant differences between customers¡¦ expectations and their authentic experiences. There were 22 questions (23 questions of 5 dimensions) showing significant differences except for the good brand image of the enterprises. Therefore, the assumption that customers¡¦ expectations and their authentic experiences was significantly different in terms of service quality was partly tenable. When it comes to the expectations of quality, the results showed significant differences in tangibles (gender), responsiveness and assurance (monthly income); besides, there were also significant differences in responsiveness (age) and empathy (residence) when it comes to quality awareness. Consequently, the assumption is partly tenable. Moreover, customers¡¦ expectations are always higher than what enterprises can actually provide, which means these enterprises cannot satisfied with what customers¡¦ needs due to internal resources and social environment of the enterprises of mobile telecommunications industry. In order to improve these issues, Importance-Satisfaction model (I-S Model) and Improvement index (Ii) were used to make an improvement project listed in priority. The result shows the mobile network quality is the most important and also the most dissatisfied item for the customers. It could be provided to mobile communications as a reference to improve for promoting customer satisfaction and loyalty.

ABSTRACT The Relationship between Service Quality, Service Value, Customer Satisfaction, and Repurchase Intention- Example of Medical Cosmetology Clinic in Kaohsiung It is an essential task for managers of clinic to promote service quality, service value, patient satisfaction, and setup efficient marketing strategies to attract patients. From the view of repurchase intention, when patients have positive intention to purchase medical service, they will not only propagate for this clinic but also keep repurchasing medical services from that clinic. Therefore, it is important for clinics to keep patients¡¦ repurchase intention in mind to grasp their future. By sending questionnaires, this study surveyed patients of two medical cosmetology clinics in southern Taiwan randomly, with which the valid returned questionnaires are 314. The methodology of this study is structural equation model. By performing SEM, this study discusses the relationship between service quality, service value, customer satisfaction and repurchase intention. Besides, this study discusses the marketing programs to improve medical quality and upgrading patient satisfaction. This study suggests cosmetology medical clinic should endeavor in upgrading service quality, including reliability, assurance, and tangibility, responsibility and empathy. Thus would lead to the promoting of service value, satisfaction and repurchase intention. Therefore, repurchase intention leads to actual purchasing behavior. Finally, this study also does some managerial implications for managers of medical cosmetology clinics according to the analytic results.

This research confers with the relationship between customer expectation, actual experience of the services and products, guest satisfaction, value acknowledgement, and loyalty, adopted using questionnaire survey and The Lees Hotel as research subject. 232 valid samples are returned, and SPSS statistics software was applied for ¡§descriptive statistical analysis¡¨, ¡§one-way ANOVA analysis¡¨, and ¡§Scheffe T-test analysis.¡¨ According to the result of this research, guest satisfaction and value acknowledgement were not effective by the pre-consumption expectation; however, guest satisfaction and value acknowledgement were influenced by post-consumption experience. Also, the quality of services had substantial effect on guest satisfaction and value acknowledgement. Population statistics partially interfere with guest satisfaction and brand value. Guest satisfaction has apparent impact on returning for another consuming experience and recommendation.

Medical Imaging era is coming. The volume of business of the Department of Radiation Diagnosis is flourishing, and it drives overall hospital revenue to increase greatly. Thus, it is more important to maintain and promote the quality of medical services in hospital management. In this study, it used PZB model and referred to the SERVQUAL to design the questionnaire. It got the five dimensions for "tangible", "guaranteed", "reliability", "reactive" and "care" and twenty factors to explore the quality of service. A Department of Diagnostic Radiology of regional teaching hospital in Kaohsiung area as the scope of the study, it will be an important basis and reference to improve the quality of service according to the valid questionnaires to analyze the gap of the attention degree between medical staffs and patients for the medical service quality(gap 1), and the gap of the attention degree and the satisfaction to the medical service quality(gap 5), and the relationships between basic information of patients and satisfaction with the IPA analysis showing the service quality items distribution. In gap one, only the "reliability" and "tangible" dimensions in the five dimensions have positive gap and the dimension of "tangible" has the biggest. And ten results in 20 factors show that the attention degree of the subjects is greater than that of the medical staff, but there are no significant differences. In gap five, the five dimensions are all positive gaps and "reactive" dimensions is the biggest. In 20 factors, the subjects with the attention degree of the quality of medical services are greater than satisfaction, and in which there are 17 significant differences. Gap one and gap five have the maximum gap value both in the factor of "convenient transportation and easy parking to the hospital.¡¨ In addition, for the IPA analysis, "medical staffs can satisfy my immediate needs¡¨ fell to the quadrant of ¡§Concentrate Here¡¨. Finally, according to the results, we have the following conclusions: First, patients attach more importance to intangible service. Second, service of the medical staff begins from the heart. Third, mental cognitive of the medical staff will influence their work performance. We also have the following five suggestions: First, Improve traffic convenience. Second, strengthen the learning courses for the quality of health care personnel service. Third, implement the mechanism of service performance. Fourth, arrange the opportunities to service sharing and review. Fifth, establish a feedback way for patints.

The purpose of this study was to explore the relationship among service quality, brand image, customer relationship management, and customer satisfaction for ¡§T company¡¨ of semiconductor raw wafer agent. The differences of the above constructs in terms of official position, service department, and size and production categories were also evaluated. This study selected samples from the semiconductor industries and enterprises in Taiwan. Out of the 8 firms, 76 questionnaires were sent, 76 valid questionnaires were returned from 8 firms, resulting in a valid response rate of 100%. The statistic software SPSS were applied for the data analysis and major findings of this study were as follows: 1.The service quality in terms of ¡§tangibles¡¨, ¡§reliability¡¨, ¡§responsiveness¡¨,¡§empathy¡¨ and ¡§ total¡¨ had significant and positive effects on customer relationship management, brand image, and customer satisfaction. Moreover, the effect of the ¡§total¡¨ was the most significant one; on the contrary, the effect of the ¡§tangibles¡¨ was the least significant one. 2.The customer satisfaction of ¡§T company¡¨of semiconductor raw wafer agent had significant and positive effects on the customer relationship management and brand image. Among the customer relationship management and brand image, the former was more significant than the latter. 3. According to the results of diverseness analysis, there were no significant differences between service department, size and production categories and service quality, customer relationship management, brand image, and customer satisfaction. 4. Small-scale-size firms tended to have higher rate than large-scale-size firms on service quality, customer relationship management, brand image, andcustomer satisfaction.

In group coupon service, customers get merchandise or service which features significant discount from vendor and service provider. However, there are gaps generated during service delivery and had effect on repurchase intention. We extend the E-S-QUAL and HSQM to find the dimensions in respectively service quality. The purpose of this research is to learn how service quality of vendor and service quality of service provider influence the repurchase intention on vendor and service provider, moderating with price sensitivity dimension. PLS (partial least squared) is used to analyze our measurement and structural models. The results include: (1) key dimensions of service provider¡¦s service quality in group coupon service model and group coupon service model with recovery are interaction quality, physical environment, fulfillment, and policy. Dimensions of service quality of vendor in regular case are information quality, efficiency, system availability, and assurance, while dimensions of service quality of vendor in recovery case are responsiveness, compensation, and contact. (2) Service quality of service provider has greater effect on repurchase intention on vendor than service quality of vendor in regular case. (3) Price Sensitivity has no significant moderating effect on the relationship between service quality of service provider and repurchase intention on service provider with regular price. Our research contributes to the nascent body of group coupon advertisement format and offer unique insights for the vendor and service provider on the importance of each role and what should be concern for the future.

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.

Household administration is the basis of numerous administrative affairs. Generally speaking, the exercise of household data¡Ðbirth, death, marriage, divorce, adoption, guardianship, parental identification and residence changes¡Ðare basically reference to the government organizations and public and private groups. In October 1997, household administration fully implemented computerization throughout the island, and in June 1998, it passed through the government re-engineering program, with the ideas of enterprising spirit, customer-orientation, service-orientation and respect for citizens, to introduce government re-engineering to achieve the aim of new government movement. Therefore, it is more important to upgrade service quality in government agencies and to sastisfy customers¡¦ demands. However, household administration has implemented computerization for over 5 years, and the effectiveness of service quality is to be evaluated. This study was to evaluate the effectiveness and quality of public service rendered by Household Affairs Administration of Tainan City after it implemented computerization. This study adopted the PZB model, proposed by Parsuraman, Zeithamland and Berry¡]1985¡^to analyze the differences in the Cognition of service quality among the public, household administration supervisors and employees. The model developed ¡§SERVQUAL¡¨ measurement chart of service quality, serving as scientific foundation for household affairs administration to improve its service quality and draw up managerial strategy. The major findings are demonstrated as follows: 1. Gap examination: The 25 items of the survey in Gap1 and Gap2 related to service quality were rejected¡Fall the 25 items in Gap3 and Gap5 of service quality were rejected; in Gap3, employees did not feel satisfied with their service quality; in Gap5, service quality of household administration was to be improved. 2. Managerial strategy¡G Gap1, household administratiors should strengthen training in knowledge of speciality, ask colleagues to strive to be impartial in taking care of citizens applications, try to solve citizens¡¦ problems when they are in trouble, and come up with reward mechanisms to encourage morale to those whose telephone manners and service attitudes are good and kind. Gap2 builds up Organizational Learning, reinforces systematic thinking conception, and sets up the core value of upgrading service quality. Gap3 reinforces employees¡¦ character-building, emotional management, pressure management, communication and negotiation, and in-service training, and suggests to the superiors¡¦ time that untimely laws and regulations would be released in time. GAP5 improves in the perspectives of working environment and service facilities, positively collecting and accepting the public opinions, performing operational standardization, reinforceing control system and stressing the importance of teamwork. 2¡BAnalysis of differences¡G supervisors, employees, the public, paralegal and Li chiefs in Household administration would be influenced by sex¡Bage¡Boccupation and education of the public, it was found that occupation was the most powerful variable. 3¡BAnalysis of managerial matrix¡G B area showed an urgent need for improvement. There were 11 items, and it was the most important that household administration should offer one-stop services for the public. In managerial strategy, employees should strengthen in-service training, and combine ISO 2000 measured with six standard deviations in statistics to conduct management. Through the internet¡Bmedia and news propaganda, they should reinforce the guidance for the public on household administration laws and regulations to terminate the gaps. In showing concern, employees in household administration offices should pay much attention to the management of service quality, serve the public in the same mood and coordinate with the public¡¦s needs. In managerial strategy, they should carry out household registration and public affairs according to laws, especially seal imprint registration and reassurance¡Bissuance of ID cards, and do a good duty of a good keeper, and to take precaution to be forged, transformed and counterfeited to get rid of gaps. 4¡BThis study found that supervisors in household administration obtained higher average scores on emphasizing service quality than those obtained by their public, employees, and counter parts. The results indicated that the supervisors attached more important service quality than the other groups. The performance of household affairs administration offices should be evaluated based on the viewpoint of the public in order to provide service that meets the public¡¦s expectations. To remove all the gaps is what household affairs administration offices should do first in order to improve their service quality. In the theoretical perspective, Gap5 was the functions of Gap1, Gap2, Gap3 and Gap4 that each one of the gap was closely correlation. However, the finding was that Gap1 and Gap2 were highly negative correlation. So, the cognition between the supervisors and employees was greatly difference. To make thorough improvements was to launch the learning organization, reinforce Peter Mr. Senge¡¦s five disciplines¡Gchange mental mode, strengthen dynamic system thinking, beyond oneself, challenge oneself constantly, in-depth conversation to conduct group learning, change personal vision into the goal of organizational development and create shared vision. It finds out that the balance point of the problem upgrades the service quality and citizens¡¦ satisfaction, and creates the service-type government.