Convenience stores are playing a pivotal role in the contribution to profitability in the fuels retail environment. In order to increase market share that will lead to increased profits it is imperative to provide excellent customer service. Customer experience has been identified as the key construct in the modern retail environment to be addressed, in order to ensure a satisfied customer. It has been noted that customer experience is not measured in the convenience stores, but only at the pump stations and the carwash service points of Sasol garages. Sasol Oil has a fuels retail market share of 9% and it will be beneficial for the company to explore all avenues to increase market share since convenience stores contribute 25% towards the total profit of the company. A literature review was conducted to identify the important controllable elements of the total customer experience and the measuring instruments that can be used to measure these elements, which formed the basis of the empirical study. The measuring instruments discussed in the literature are Servqual, Kano and customised models. One of the dimensions of the total customer experience is service quality and a customised model was chosen as the measuring instrument of choice. Questionnaires were developed, based on the controllable elements of customer experience, and distributed via email and handouts. In total, 260 questionnaires were distributed with a response of 47.7%. Descriptive statistics and exploratory factor analysis were employed to analyse the data. The reliability of the questionnaire was tested using Cronbach alpha. Cronbach alpha values above the minimum requirements and a cumulative variance of only 47% was achieved. Conclusions were drawn from the empirical study and recommendations were made in the final chapter. / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2011.

Thesis (Ph. D.)--University of Wisconsin--Madison, 1975. / Typescript. Vita. eContent provider-neutral record in process. Description based on print version record. Includes bibliographical references (leaves 281-300).

This study is an endeavour to construct a theological (Missiological) reflection on what Christian witnessing could look like in Kano among non-Christians (predominantly Hausa/Fulani Muslims), if interpreted and expressed from the viewpoint of the hope Christians have in Christ. This heads towards a proposal for new Christian praxis, developed in dialogue with and as a response to the role of the life-transforming message of justification in Christ, as it relates to Christian living. This is based on historical fact that attracts non-Christians to the hope in God’s future activity through His saving grace in the unique Jesus Christ (2 Cor. 1: 22), that is, seeking to be like Christ (1Jn 3: 2-3). This leads to the guiding issue on how Christians should explore hope as a fundamental key to become living witnesses to non-Christians, Muslim in particular, in Kano city, Northern Nigeria and elsewhere in the world based on the biblical interpretation of 1 Peter 3: 15-17. It equally means in a hostile environment walking by faith rather than by sight, through suffering rather than by triumph, to bringing about the future Kingdom of God, characterized by peace, justice and love into the community now, and ultimately in the one to come. This in turn makes this study relevant both internally – for the renewal of the church to discover and live out its Christian identity – and externally, in the church’s witness to its Muslim neighbours in the midst of religious intolerance that leads to bloodshed and the destruction of property. Therefore, the two dimensions, the internal and external, of the church’s life, since a congregation’s sense of identity is at the same time its sense of mission in society. A renewal in the church’s sense of identity brings about a renewal in its sense of mission, and vice versa. / Christian Spirituality, Church History and Missiology / D. Th. (Missiology)

Submitted by Irene Nascimento (irene.kessia@ufpe.br) on 2015-03-12T19:21:21Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DISSERTAÇÃO Maria Celeste de Sousa Maia.pdf: 6713083 bytes, checksum: d2c210ac62dc6b7795499e438c89001d (MD5) / Made available in DSpace on 2015-03-12T19:21:21Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DISSERTAÇÃO Maria Celeste de Sousa Maia.pdf: 6713083 bytes, checksum: d2c210ac62dc6b7795499e438c89001d (MD5) Previous issue date: 2013-03 / Nas últimas décadas, o Brasil tornou-se uma economia na qual o setor Serviços responde por mais da metade do PIB. Em paralelo a este fenômeno, identifica-se um aumento significativo nas exigências dos clientes com a qualidade na prestação dos serviços, impulsionando as organizações a focarem sua estratégia para o alcance da satisfação dos consumidores. Neste sentido, as empresas têm buscado o emprego de técnicas capazes de avaliar a qualidade em serviços. Partindo desse pressuposto, este trabalho teve como objetivo propor um modelo que integre a Escala SERVQUAL e o Modelo de Kano com o método de Desdobramento da Função Qualidade (QFD), a fim de mensurar a qualidade em serviços de saúde, no segmento de laboratórios de análises clínicas. A Escala SERVQUAL, tem o objetivo de identificar as lacunas entre as expectativas e percepções dos clientes. O Modelo de Kano categoriza os atributos de acordo com o seu nível de satisfação. O método QFD, observa a correlação entre os requisitos dos clientes e as características da qualidade do serviço. A aplicação do modelo proposto permitiu a análise dos principais requisitos exigidos e identificou quais seriam os prioritários para o alcance da satisfação dos clientes. A junção dessas ferramentas se revela útil para orientar os gestores na elaboração de estratégias competitivas e melhoria contínua.

Submitted by Isaac Francisco de Souza Dias (isaac.souzadias@ufpe.br) on 2016-07-05T18:34:29Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) Fagner_Dissertação_09-03-16 - Copia.pdf: 3545958 bytes, checksum: f4b411f2ea694dd6fbacc389b1e3e6ff (MD5) / Made available in DSpace on 2016-07-05T18:34:29Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) Fagner_Dissertação_09-03-16 - Copia.pdf: 3545958 bytes, checksum: f4b411f2ea694dd6fbacc389b1e3e6ff (MD5) Previous issue date: 2016-02-26 / CNPQ / A qualidade no Setor de Serviços é uma aliada para o aumento da competitividade nas organizações, sua relevância se deu a partir do final do século XX, com a informatização e o desenvolvimento de novas tecnologias. No Brasil é possível visualizar o crescimento do setor por meio dos indicadores de ocupação de mão de obra e do Produto Interno Bruto. Esses indicadores mostram o quão importante é o setor estudado na economia brasileira nos últimos anos. Para obter melhores resultados os serviços especializados e customizados devem estar sob a visão do cliente. Por essa razão, as organizações devem responder e interagir de forma mais dinâmica com o mercado por intermédio da Gestão da Qualidade. Assim, esta pesquisa propôs uma abordagem para avaliação da qualidade percebida pelos pacientes de dois hospitais públicos situados na Região Metropolitana do Recife, buscando identificar como os atributos do serviço são capazes de satisfazer as necessidades dos clientes por meio do Modelo de Kano. Porém, sozinho o mesmo não considera as peculiaridades das características da avaliação da qualidade em serviço, especificamente em hospitais, por esse motivo será utilizada a Teoria dos Sistemas Fuzzy – TSF, com o intuito de aproximar-se do julgamento humano. E por fim, para comparar a distância do serviço prestado ao serviço ideal será utilizada a Técnica matemática de Verificação do Ponto Ideal, para a análise dos dados obtidos no tratamento da etapa anterior. Desta maneira é apresentada uma sistemática para que as organizações de prestação de serviço busquem avaliar a qualidade dos serviços prestados e, consequentemente, aumentem a satisfação dos seus clientes, se diferenciando. / The quality in the Service Sector is an ally to the increase of competitiveness in organizations, their relevance took place from the end of the twentieth century, with the information and the development of new technologies. In Brazil, You can view the growth of the sector through manpower occupancy indicators and GDP. These indicators show how important the sector studied in the Brazilian economy in recent years. To obtain the best results the specialized and customized services on the client's vision. For this reason, organizations must respond and interact more dynamically with the market through quality management as well, this research will propose an approach for assessing the quality perceived by patients of two hospitals located in the Metropolitan area of Recife, quest to identify as the attributes of the service, they are able to fulfill customer needs through the Kano Model. However alone not considerate the singularity characteristics of validation quality services, consequently will be used Theory Sistem Fuzzy- TSF, aiming to approach the human judgment - the Theory of Fuzzy Systems with the prupouse to aproach human judgment. Finally, to compare the distance to the optimal service provided service will use the Technical Mathematics for Check of Ideal Point, for analyzing the data obtained in the previous processing step. Thus presenting a systemic method for organizations of service pursue to assess quality of services and therefore increase customer satisfaction, consequently differentiating.

The practices of solid waste management (SWM) and solid waste disposal (SWD) in Kano metropolis, Nigeria, were examined. The water quality of groundwater sources in the areas adjacent to the SWD sites was monitored in order to evaluate interactions and assess the possibility of groundwater contamination as a result of percolation of the leachates generated in the SWD sites. An integrated approach to the field investigation was employed in the study. This included an extensive desk study; a field survey of all existing SWD sites in the area; leachate and groundwater sampling; and laboratory-based experimental and instrumental analyses. The locations of the SWD sites relative to inhabited areas were examined, and eight sites and their environs were selected for leachate and groundwater sampling and quality assessments in May 2009 and May 2010. It was observed that SWM activities in Kano metropolis are unsystematic and pose a significant risk to both public health and environmental quality, especially in relation to local groundwater sources. It was also found that the leachates produced in the sampled sites contained significant concentrations of a wide range of contaminants; including nitrates, total alkalinity, total dissolved solids, chlorides and sulphates. The leachates were also observed to be in the methanogenic phase of biochemical degradation and were shown to have similar characteristics to other leachates from mature SWD sites in different parts of the world. Similarly, the physico-chemical characteristics of the groundwater samples around the selected SWD sites indicated high concentrations of nitrates, chlorides, total dissolved solids, total alkalinity, turbidity, iron and manganese, often above the WHO thresholds for acceptable drinking water quality. It is, therefore, concluded that the shallow groundwater sources analysed have been contaminated, due largely to improper SWM practice. This, in turn, affects not only the health and well-being of the local population, but also impedes developmental efforts and obstructs prosperity. Accordingly, some strategies for pollution prevention and control were developed for Kano metropolis, although they are also applicable to other urban areas with similar characteristics. These strategies, which are largely categorised as resource-focused, source-focused or remedial measures, can be achieved through: (1) identification and mapping of pollution sources; (2) establishment of databases and information management system; (3) vulnerability mapping; (4) establishment of functional monitoring and evaluation system; (5) promotion of public awareness and participation; (6) establishment of protection zones; and (7) the integration of pollution prevention and control strategy into urban planning, development and management of municipal services.

Submitted by Isaac Francisco de Souza Dias (isaac.souzadias@ufpe.br) on 2016-04-15T17:24:24Z No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DISSERTAÇÃO Rita de Cassia de Vasconcelos Pedrosa.pdf: 1843237 bytes, checksum: 33295b599f7946b3197695716ffe39ed (MD5) / Made available in DSpace on 2016-04-15T17:24:25Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) DISSERTAÇÃO Rita de Cassia de Vasconcelos Pedrosa.pdf: 1843237 bytes, checksum: 33295b599f7946b3197695716ffe39ed (MD5) Previous issue date: 2015-08-28 / CAPES / O presente trabalho aborda o setor de serviço público de saúde, devido a sua importância para o desafio de trabalhar qualidade nesse setor. Dito isso, a pesquisa tem como objetivo avaliar a qualidade dos serviços no Hospital Getúlio Vargas na cidade do Recife-PE. Utilizou-se, nela, como instrumento de coleta, questionários, o Modelo de Kano para categorizar os atributos relevantes para a satisfação do usuário e a escala SERVPERF para identificar o grau de percepções de qualidade do usuário com os serviços utilizados, identificando-se a relação entre a satisfação e prestação dos serviços. Destarte, a pesquisa pode ser caracterizada como qualitativa e quantitativa. Como resultado, foram obtidos os requisitos que devem ser priorizados pelo hospital, dentre eles destacaram-se: o tempo de atendimento, o envolvimento de todos, as necessidades reveladas dos pacientes e os serviços executados. Esses fatores nortearão as ações de melhoria para alcançar a satisfação dos pacientes. A aplicação da abordagem proposta é uma ferramenta útil para os gestores identificarem as áreas que devem ser priorizadas, para um melhor desempenho no setor analisado. / The current work addresses the sector of public health services, due to its importance to the challenge of working with quality in this sector. That said, the research aims to evaluate the quality of the Hospital Getúlio Vargas services, in the city of Recife-PE. In this research were used questionnaires as instrument of data collection, the Kano model to categorize the relevant attributes to the user satisfaction, and the SERVPERF scale to identify the degree of the user perceptions of quality with the used services, identifying the relation between the satisfaction and service provision. Thus, the research can be characterized as qualitative and quantitative. As result, the requirements that must be prioritized by the hospital were obtained, and among them stood out: the time taken to start service, everyone's involvement, the revealed needs of the patients and the services performed. These factors will guide the actions of improvement to achieve the satisfaction of the patients. The implementation of the proposed approach is a useful tool for the managers to identify the areas that must be prioritized, for a better performance of the analysed sector.

Följande studie är ett examensarbete utfört av Arvid Andersson och Henrik Blysa vid Luleå Tekniska Universitet, inom programmet Industriell ekonomi, med masterinriktning Industriell marknadsföring. Datum för inlämning var den 22 maj 2023. Ämnet för uppsatsen handlar om Pet-Care marknaden i Sverige, med fokus på attribut och behov av hundtjänster. Tidigare studier visar på ett vetenskapligt gap när det gäller att identifiera kundernas behov och hur stor påverkan de har på konsumentbeteendet inom husdjurstjänster, samt hur olika attribut bidrar till detta. Därför är syftet med studien att samla relevant information om hundägarens behov och uppfattning om olika attribut, samt att identifiera kundsegment som har en stark koppling till dessa behov. Teorin kring attribut, behov och nöjdhet har baserats på Kano- modellen som undersöker den linjära och icke-linjära korrelationen mellan attribut och olika nivåer av behov, baserat på nöjdheten med en produkt eller tjänst. Metoden som används i denna studie har en deduktiv ansats med kvantitativ datainsamling i form av enkät. I undersökningen studeras två hundtjänster på djupet, valpkurs och kloklippning. Dataanalysen genomfördes med multipel regression, multipel variabel respons, t-test för parvisa observationer och k-means klusteranalys, för att besvara forskningsfrågorna som studien behandlar. Resultaten av studien visade att attributen "personalens kompetens" och "individuell rådgivning" var viktigast för respondenterna. Det var dock inte möjligt att fastställa hur tjänsteattributen placeras inom Kano-modellens behovsnivåer. Detta på grund av låg varians i hur respondenterna svarat och för lågt antal respondenter för att skapa djupare förståelse genom multipel regressionsanalys. T-testet av tjänsteattributen visade dock att alla attribut förutom "tidseffektivitet" har en låg upplevelsenivå, i förhållande till hur viktiga de är. Detta innebär att kunder generellt inte tycker deras behov uppfylls av de undersökta tjänsterna och att det finns möjligheter till förbättringar. Segmentering med k-means visade att det fanns två grupper av kunder på Pet Care-marknaden när tidigare erfarenheter av hundtjänster undersöktes. Det ena klustret identifierades av kunder som upplevt låg prestation inom utförandet av hundtjänster. Denna grupp associeras främst med de som ägt hund förhållandevis länge och är i begränsad kontakt med hundtjänster. Det andra klustret associeras främst med relativt nyblivna hundägare och de som spenderar förhållandevis mycket pengar på hundtjänster. Detta gav slutsatsen att oerfarna kunder upplever att hundtjänster är på en högre prestationsnivå än långvariga hundägare på grund av bristande erfarenhet.

To an ever greater extent, customers desire experiences that are highly emotional, personally designed and memorable. Today’s customer has an increasing need to be entertained and often searches for pleasurable offerings of hedonic value. Many academics also argue that commercial experiences deliver a higher customer value than goods and services. More research regarding the character of the commercial experience is needed to understand the needs of the customer and what creates value to the customer. However the existing tools and methods for measuring customer value and customer satisfaction seldom contain the elements pointed out as important to customers in a commercial experience. Is it enough to focus on values, methods and tools developed within for instance Total Quality Management (TQM) or is there a need for further development to include the offering of a commercial experience?  The overall purpose of this thesis has been to explore the field of commercial experiences and establish new knowledge on how customer value is created when delivering commercial experiences. Within the overall purpose the research also intended to contribute to the area of quality development. In order to fulfill the overall purpose three research questions were asked and three case studies and one validation study were conducted. In the first case study, focus was on exploring the commercial experience sector and searching for best practices as regards how to create value to the customer. One organization was studied and empirical data was collected by site visit, direct observation, participant observation, open seminars, follow-up interview questions and documentation. In the second case study the aim was on how organizations were working to create customer value in commercial experiences. Empirical data was collected at eight organizations where top managers were interviewed. In the third study the aim was to develop a method or tool to measure customer value in a commercial experience. A validation study and a case study were conducted. In the validation study a questionnaire was developed as a measuring tool for commercial experiences and later tested on customers in the third and last case study.  The findings in the three case studies presented in this thesis contribute to expanding earlier research concerning commercial experiences and how customer value is created when delivering them. From the findings of research the commercial experience is defined as “a memorable event that the customer is willing to pay for” and identified as a unique business offering providing hedonic customer value. Further the findings describe the commercial experience by three vital factors: strong engagement, highly emotional and being memorable. To additionally describe the characterizing elements of the commercial experience, the research identified these factors as important to customers: having fun, novelty, surprise, learning, a challenge, co-creation, the unexpected, storytelling, being in control, the venue for the experience (or the room of the experience), personal contact with staff and emotions creating strong engagement. Using the theory of attractive quality by Kano is suggested as one way to recognize elements of high customer value and to identify and deliver the unexpected, novelty and surprise the customers.  Further findings of the research revealed that existing tools and methods developed for measuring customer value and satisfaction do not sufficiently consider or measure the effect of customer emotions or the characterizing elements of the commercial experience. As a consequence, a questionnaire was developed and tested to identify and measure elements of value to customers in a commercial experience. From the results, a new instrument for measuring variables of value in a commercial experience is proposed. One of the conclusions is that a specific tool for measuring customer value in commercial experiences is both required and needed. It was also concluded that there is a shortage of well-known and applied methods for measuring customer value in commercial experiences and that further research of this area is needed.  The research presented in this thesis also proves that successful organizations delivering commercial experiences have a strong organizational culture built on core values. The conclusion was that working according to the core values of TQM is also a successful approach for these organizations, even though this does not seem to be enough. The characterizing element “co-creating” the experience between the customer and the provider was identified as a vital factor of business success. Giving the customer the power to affect the outcome within certain limitations and an opportunity to enhance the customer value meant that the experience becomes more personal and delivers a higher customer value than other offerings. Further identified ways of working to enhance customer value in the offering were: to recruit and select co-workers not only on competence and skills but also based on the core values; to stimulate creative thinking among co-workers and to further enhance the offering with storytelling and theming. These ways of working were categorized as specific and more unique or necessary in the experience industry and can therefore be vital in the competition between different organizations to deliver superior customer value. / I en allt större utsträckning letar kunder efter att konsumera upplevelser som berör på ett emotionellt plan, är personligt utformade och minnesvärda. Dagens kunder har ett växande behov av att underhållas och letar allt oftare efter erbjudanden enbart för nöjes skull. Flera forskare är överens om att kommersiella upplevelser handlar om att leverera ett högre kundvärde än för varor och tjänster. Det behövs mer forskning kring vad en kommersiell upplevelse innehåller för viktiga egenskaper som skapar värde för kunden samt att öka förståelsen kring kundens behov. De befintliga metoder och verktyg för att mäta kundvärde och kundnöjdhet innehåller få av de egenskaper som utpekas som vitala för en kommersiell upplevelse. Räcker det att arbeta med de värderingar, metoder och verktyg som utvecklats inom till exempel offensiv kvalitetsutveckling (TQM) eller behövs det ytterligare utveckling för att även inkludera den kommersiella upplevelsen?  Det övergripande syftet med den här avhandlingen har varit att utforska området av kommersiella upplevelser och öka kunskapen kring hur kundvärde skapas när en kommersiell upplevelse levereras. Inom ramen för det övergripande syftet fanns även ett fokus att forskningen skulle bidra till ämnesområdet kvalitetsutveckling. För att uppfylla det övergripande syftet har tre forskningsfrågor ställts och tre fallstudier och en valideringsstudie genomförts. I den första fallstudien var syftet att utforska området av kommersiella upplevelser, inhämta kunskap och leta efter goda exempel för att skapa förståelse för hur kundvärde skapas inom kommersiella upplevelser. En utvald organisation studerades och besöktes. Empirisk data insamlades genom flera olika datakällor såsom direkt observation, deltagande observation, insamling av dokument, öppna seminarier och uppföljande intervjufrågor. I den andra fallstudien var syftet att studera hur organisationer arbetar med att skapa kundvärde i en kommersiell upplevelse. Den empiriska datainsamlingen insamlades via intervjuer med högsta ledningen i åtta olika organisationer. I den tredje och sista studien var syftet att utveckla ett sätt att mäta kundvärdet i en kommersiell upplevelse. Studien delades in i två delar, en valideringsstudie för att utveckla ett sätt att mäta och en fallstudie där mätverktyget testades bland kunder i en kommersiell upplevelse. Resultatet av de tre fallstudierna som presenteras i avhandlingen bidrar till en vidareutveckling av tidigare forskning om kommersiella upplevelser och hur kundvärde skapas när en kommersiell upplevelse levereras. Som ett resultat av forskningen definieras en kommersiell upplevelse som “en minnesvärd händelse som kunden är beredd att betala för” och identifieras som ett unikt erbjudande som innehåller ett hedoniskt kundvärde. Vidare visar forskningsresultaten på att den kommersiella upplevelsen utgörs av tre viktiga faktorer för kunden såsom att vara djupt engagerande, starkt känslomässigt berörande och minnesvärd. För att ytterligare beskriva upplevelsens karaktärsdrag har ett flertal egenskaper identifierats som ett resultat av fallstudie tre. En användning av Kanos teorier om attraktiv kvalitet föreslås som ett sätt att fortsätta arbetet med att identifiera egenskaper som dels kan skapa ett högre kundvärde men också för att kunna överraska, leverera något nytt och ge kunden det oväntade som ofta efterfrågas. Forskningsresultaten påvisar en brist bland befintliga mätverktyg och metoder för kundvärde och kundnöjdhet att mäta effekten av ett känslomässigt värde och de övriga egenskaper som utpekas viktiga för kommersiella upplevelser. Som en följd av det utvecklas en enkät för att identifiera och mäta viktiga egenskaper av värde för kunden i en kommersiell upplevelse. Från resultaten föreslås ett nytt mätinstrument för att mäta värdefulla egenskaper i en kommersiell upplevelse. En av slutsatserna är att mätverktyg specifikt utvecklade för att mäta kundvärdet i kommersiella upplevelser behövs. Erkända och tillämpade metoder för att mäta kundvärdet i en kommersiell upplevelse identifieras som en brist och mer forskning behövs inom området. Forskningen i avhandlingen visar att framgångsrika organisationer som levererar kommersiella upplevelser har en stark organisationskultur som bygger på värderingar. En av slutsatserna var att arbeta enligt kärnvärderingarna inom offensiv kvalitetsutveckling är en framgångsrik metod, även för organisationer som erbjuder kommersiella upplevelser. Men det verkar inte vara tillräckligt. En annan viktig framgångsfaktor som identifieras är att samskapa (co-create) upplevelsen mellan kund och leverantör. Det ger kunden möjligheten att påverka resultatet av upplevelsen inom vissa begränsningar och därmed en chans att förstärka kundvärdet, bli mer personlig och leverera ett högre kundvärde än andra erbjudanden. Vidare identifierade arbetssätt för att öka kundvärdet i erbjudandet var: rekrytera och välj medarbetare baserat på kompetens, färdigheter och värderingar; stimulera kreativt tänkande bland medarbetare; samt förstärk erbjudandet genom användningen av storytelling och tematisering. Dessa arbetssätt kategoriseras som specifika och mer unika eller nödvändiga inom upplevelseindustrin och kan vara avgörande i konkurrensen mellan olika organisationer för att leverera ett högre kundvärde.

關於台灣電影，日本可說是時常被使用的元素。除了在2014年一上映就賣座的《KANO》之外，在2010年上映，描繪日本女性與台灣男性戀愛的《愛你一萬年》、以及在2012年上映，將西門町以日本原宿的形象呈現的《西門町》，三部電影都展現日本與台灣的密切關係。雖然這些電影裡都有描繪日本風的元素，但都可說是台灣人基於文化接近性所再建構的，一種獨特的日本形象。 因此，本研究先概觀台灣在1990年代之後接受日本流行文化的影響，並就台灣人如何將日本流行文化再建構進行分析。譬如，《愛你一萬年》就是參考1992年在台灣所播放的日本偶像劇《東京愛情故事》，來描繪日本女性的形象；而受到1990年代後期所興起的「哈日」現象影響，電影《西門町》所描繪的西門町場景中，具有仿造日本「原宿」的都市構造，「卡哇伊」的服裝風格也開始出現。此外，雖然《KANO》與日本流行文化沒有直接的因果關係，但是日本流行文化與「台灣意識」似乎催生了對劇中「親日」的描寫。 根據上述想法，本研究依據焦點團體訪談(Focus Group Interview)的方式，讓日本受測者觀看上述三部電影，就電影裡面所描繪的日本形象與自身所想像的日本形象兩者之間的差異進行討論，分析他們的討論內容。 結果，對於《愛你一萬年》中所描繪的日本女性形象，日本受測者雖然不認為劇中日本女主角符合典型日本女性形象，但普遍都能接受本作品所描繪的日本女性形象。對於《西門町》中所描繪的西門町，如果就西門町整體氛圍的話，日本年輕世代的受測者能看出西門町與原宿的關聯性，然而如果注意到劇中西門町細部的話，日本受測者都不能看出這樣的關聯性。此外，對本作品所描繪的「卡哇伊」文化，日本人會覺得有些過時。對於《KANO》中所描繪的會說日語的台灣人，日本受測者則難以對三者（漢民族、原住民、日本人）進行區分。另外，根據語言、歷史與政治的角度，以及不同的時空背景來觀看本作品，對於嘉義農林棒球隊的球員是代表哪個民族的球隊的問題，受測者則會因為語言、歷史與政治的不同而有所差異。 / It can be said that Japanese elements are often used in Taiwanese films. Aside from KANO which enjoyed great success in 2014, Love You 10,000 Years from 2010 describes a love story between a Japanese woman and a Taiwanese man, while Westgate Tango from 2012 describes Ximending (西門町) in the style of Harajuku (原宿). Like this, these three Taiwanese films have a close connection with Japanese elements. However these elements have been affected by “Cultral Proximity (文化接近性)”and been reconstructed as fitting within Taiwan. That is, they can be considered localized Japanese elements. This research analyzes first how Taiwan received Japanese popular culture since around 1990 and subsequently localized it. For example, Love You 10,000 Years uses the Japanese female image from Japanese popular drama Tokyo Love Story , broadcast in Taiwan in 1992. The atomosphere of Ximending (西門町) Westgate Tango describes has an urban structure like that of Harajuku (原宿), and represents“Kawaii (cute、卡哇伊、カワイイ)”fashion that the “Hari (Japanification、哈日)” phenomenon of the late 1990’s brought in. KANO does not have a direct connection with Japanese popular culture, though it seems that Japanese popular culture and “Taiwan Identity” gave birth to the “Japanophile” attitude in the film. This research adopts the Focus Group Interview approach, first allowing Japanese participants to watch each above-mentioned Taiwanese film. Afterwards the researcher prompted a discussion of each film and analyzed the contents of them. As for the Japanese female image Love You 10,000 Years describes, Japanese participants did not recognize it as a stereotypical Japanese female image, however received it as one possible image among Japanese women. As for the atomosphere of Ximending (西門町) Westgate Tango describes, if participants considered the entire appearance of Ximending, participants whose ages ranged between twenty and thirty could associate the atomosphere of Ximending with that of Harajuku. On the other hand if Japanese participants considered individual scenes of Ximending, they could not do that. As for “Kawaii (卡哇伊、カワイイ)”fashion that this film describes, Japanese participants felt that it is out-of-date compared to Japanese fashion of the same period. Lastly, as for the Japanese-speaking Taiwanese speaking described in KANO , it was very difficult for Japanese participants to distinguish Taiwanese from Japanese. Therefore when considering the primarily Japanese language spoken by the“Chiayi Agricultural School baseball team (嘉義農林棒球隊)”, participants readily identified the team as Japanese. However, when considering the historical and political setting of film, it was found that participants had varied opinions about the ethnicity of the team.