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Over the year, Kaohsiung Bus Companies has not been very successful in providing the kind of service the passengers need, as a result, today, more people are not using bus transportation, nor satisfied with the bus company¡¦s service quality. How to enhance quality services to meet customers¡¦ needs; how to reach the goal to improve metropolitan¡¦s commute environment and how to re-create business opportunity and make profit are the main concerns of Kaohsiung Bus Companies. Versus bus companies, customers are expecting metro transportation system to provide economical, rapid, secure and safe services while paying the fare. This research is based on customer¡¦s expectation (demands) and bus company¡¦s service (supplies) to build up the model. This model also explains the co-relationship of customer satisfaction degree and bus company quality service. To provide the evidence of presumption, this research goes through public opinion survey. This research has the following results 1). The co-relationship is low between (a) image of Kaohsiung Bus Company, and passenger expectation of quality service ; and (b) passengers¡¦ past experiences, knowledge of bus company and personal needs. 2). The co-relationship between (a) customer¡¦s over all comments; and (b) riding frequency is relative. 3). Bus service schedule (service time) does affect the sensation of passenger. 4). The satisfaction degree of customer from high to low of bus service schedule is as (a) off-peak, (b) afternoon peak, (c) morning peak. 5). For over all satisfaction degree of bus service, non-commuters are higher than commuters. 6). The better the quality service, the higher the sensation of satisfaction degree.

Published Article / The purpose of this research was to investigate the perceptions of clients namely, students, about the quality of library services and also the quality of staff client relationship. It was envisaged that through this study the perceptions, feelings and views of students in as far as their needs satisfaction could be illuminated. The study addressed the following concerns: Apart from the physical and other library resources, are there other mechanisms of evaluating the quality of services an academic library has to offer? In order for an academic library to improve service quality, what role should clients play? What are their concerns about their information needs consideration and what other possible means can be done to satisfy those needs?

Made available in DSpace on 2015-04-22T22:11:24Z (GMT). No. of bitstreams: 1 Nubia Rodrigues de Souza.pdf: 3031495 bytes, checksum: 58c1efe2537cdafb841d2456d9204520 (MD5) Previous issue date: 2012-09-19 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior / The globalized world requires investment of all kinds. In the focus of these discussions are public institutions, with the need to make their processes more agile in an attempt to provide better services to citizens. Given this, and in order to make a reflection about the provision of public services, this research theme is the management of processes and as an object of study the Records Division Diplomas - DRD, Federal University of Amazonas - UFAM . Surge in order to propose alternative investments in processes, equipment and personnel aimed at changing the paradigms currently exist in the Records Division Diplomas Federal University of Amazonas (UFAM), aiming to gain agility and quality in the provision of this service to the university community . Regarding the methodology, the research was qualitative in nature, using research as a means to document research, and action research. It was a descriptive and explanatory, using flowcharts and process maps, which were recorded in the time and distance spent on essential activities of DRD and compared the results achieved in record diploma in manual and computerized. Considering the data analysis and the discussion held with the technicians of the Center for Data Processing UFAM, this research proposes to computerize the record of qualifications that are still recorded manually using a specific portal page of UFAM. Given all the theory and presented, taking into account the services provided by DRD, the final product (diploma) and the production process, aiming at continuous improvement in the flow of the registration process and issuance of certificates of UFAM, it becomes essential to use of dissemination channels and an awareness for the sector to develop pass their tasks based on process management / O mundo globalizado requer investimento de toda ordem. No foco dessas discussões estão as instituições públicas, com a necessidade de tornar seus processos mais ágeis, na tentativa de oferecer melhores serviços aos cidadãos. Diante disso, e com o intuito de se fazer uma reflexão a respeito da oferta de serviços públicos, esta pesquisa tem como tema a gestão de processos e como objeto de estudo a Divisão de Registro de Diplomas DRD, da Universidade Federal do Amazonas UFAM. Surge com o objetivo de propor alternativas de investimentos em processos, equipamentos e pessoal que visem mudar os paradigmas atualmente existentes na Divisão de Registro de Diplomas da Universidade Federal do Amazonas (UFAM), objetivando ganhos de agilidade e qualidade na prestação desse serviço à comunidade universitária. Quanto à metodologia, a pesquisa foi de natureza qualitativa, utilizando como meios de investigação a pesquisa documental, e a pesquisa-ação. Foi uma pesquisa descritiva e explicativa, utilizando-se de fluxogramas e mapas de processo, nos quais foram registrados o tempo e a distância gastos nas atividades essenciais da DRD e comparados os resultados alcançados no registro de diploma manual e no informatizado. Considerando a análise dos dados e a discussão realizada com os técnicos do Centro de Processamento de Dados da UFAM, esta pesquisa propõe a informatização do registro dos diplomas que ainda são registrados manualmente, utilizando um portal específico na página da UFAM. Diante de toda a teoria apresentada e, levando em consideração os serviços prestados pela DRD, o produto final (diploma) e o processo produtivo, visando a melhoria contínua no fluxo do processo de registro e expedição de diplomas da UFAM, torna-se essencial a utilização de canais de divulgação e um trabalho de conscientização para que o setor passe a desenvolver suas tarefas baseadas na gestão de processos

The purpose of this study was to examine undergraduate student satisfaction with college services and environment at a large southeastern doctoral/research extensive university (target university), with the long-term intent of minimizing detractors to providing exceptional service quality, positively influencing customer satisfaction, and building loyalty intentions among students. The ACT Student Opinion Survey (ACT, Inc.) was used to find the level of student satisfaction with the college services and environment. A stratified random sample of 468 undergraduate students responded to the survey. Three research questions guided the investigation. The study examined the general level of satisfaction with the support services, compared satisfaction levels to those of similar institutions of higher education, and examined whether satisfaction varied based on a student's age, gender, or ethnicity. Two-tailed t-tests showed significant differences in the mean satisfaction scores of the target university and ACT national norms, and one-way ANOVAs indicated significant differences based on a student's age, gender, and ethnicity. The results indicated that students were satisfied with the library, and dissatisfied with parking and course availability at the target university. Students were significantly less satisfied with one-fifth of all support services and all the environmental categories, but significantly more satisfied with their library than those in the ACT national norm. A relatively small number of significant differences existed in student satisfaction with the college services and environment based on a student's age, gender, or ethnicity. Of the nearly 200 ANOVA analysis conducted to explore this research question, only 11 showed significant differences, and in almost every case, the differences were small. Specific student comments regarding campus parking, advising, class availability, facilities, and staff deportment are provided. The results of the study create an awareness of student needs and offer useful feedback to college administrators and institutional planners in their efforts to improve service quality in higher education.

Aim: service quality is a means to improving customer satisfaction and building up an excellent and profitable company. The actual activities of delivering service in Swedbank AB Gävle City are examined in order to assess how to deliver quality service. Method: conduct the research in a qualitative method, mainly with interviews and questionnaires. Both primary and secondary data was collected to support the subject. Result&Condusions: Advanced human resources strategy and reasonable solutions to meet customer needs are two superior aspects in the process of service delivery. Suggestions for future research: customer perspective and quantified data from employees should be contained. Contribution of the thesis: an in-depth understanding of the process of quality service delivery, combined with relevant academic knowledge. Other banks and service companies can learn from the analysis results. Students and future researchers also gain new knowledge about service quality in the banking area.

Limited research has been conducted on how system administrators actually can affect information systems (IS) after they have been implemented; hence, this study examines how system administrators can affect IS success in an implemented IS. The study identified a system administrator´s affect on the three IS quality dimensions in the DeLone and McLean IS success model. The empirical findings was based on a single case study where the data was collected through interviews with the system administrator and the system assistants, but also through a questionnaire answered by the users of the IS. The empirical findings suggested that the system administrator can affect IS success through the IS quality dimensions both directly and indirectly. The system administrator´s affect on IS success proved to be highly dependent on the external system vendor and the structure of the internal support unit.

The aim of this study is planning the locations of emergency centers (ECs) as well as the number of vehicles in each EC of Corporation, Man Truck and Bus Group, to respond to the calls (arrival of the mobile/24 emergency service vehicle to the broken vehicle) within the desired time. The company aims to respondto the calls within 90 minutes. If the EC cannot respond to the calls within 90 minutes, they should be satisfiedwithin 180 minutes. We propose a probabilistic programming approach to maximize the number of responded calls in 90 minutes while responding to all the calls in 180 minutes. The model determines the locations of the new ECs addition to the existing ones and also the number of vehicles assigned to those centers. The data source to this study is the emergency service calls of the company within February 2008 and December 2010. There are 30 ECs of the company distributed all over Turkey. By using the data, it is examined if the company can get closer to its target in responding to the calls with the current ECs. Necessary changes are proposed in the number and the locations of emergency centers for the desired target. Furthermore, several scenarios for targets with different quality service levels are generated and the effects of these parameters on the objective are observed.

Darbo tikslas. Ištirti Kauno Vaiko raidos klinikos „Lopšelis“ stacionaro teikiamų paslaugų kokybę nepilnamečių pacientų atstovų požiūriu. Uždaviniai. Įvertinti stacionaro teikiamų paslaugų apimtį nepilnamečių pacientų atstovų poži��riu, ištirti nepilnamečių pacientų atstovų nuomonę apie paslaugų prieinamumą, įvertinti pacientų atstovų pasitenkinimą suteiktomis paslaugomis. Tyrimo metodika. Anoniminė anketinė apklausa vyko 2007 m. sausio – gruodžio mėnesiais. Buvo išdalinta 131 anketa. Gautos 115 anketų (atsako dažnis 87,8 proc.). Ryšiai tarp požymių buvo vertinami chi kvadrato kriterijumi bei laisvės laipsnių skaičiumi. Statistinių hipotezių reikšmingumui įvertinti pasirinktas statistinio reikšmingumo lygmuo p. Rezultatai. Beveik trys ketvirtadaliai tyrime dalyvavusių pacientų atstovų (72,9 proc.) nurodė, jog juos pilnai patenkino paslaugų apimtis. Didžiąją dalį respondentų (80,5 proc.) pilnai tenkino procedūrų trukmė. Statistiškai reikšmingai didesnė dalis pasitikinčių specialistų kompetencija respondentų (77,9 proc.) lyginant su mažiau pasitikinčiais (33,3 proc.) teigia, jog juos pilnai patenkino įstaigoje teikiamų paslaugų įvairovė (p < 0,01). Beveik pusė (44,6 proc.) apklaustųjų teigė, jog iš karto buvo priimti į gydymo įstaigą. Beveik visi dalyvavę tyrime vaikus lydintys asmenys (96,5 proc.) teigė, jog atvykus į skyrių, jie buvo informuoti apie skyriaus darbo tvarką. Didžioji dalis dalyvavusių tyrime (89,1 proc.) nurodė, jog norėtų sugrįžti į šią gydymo įstaigą, jei to... [toliau žr. visą tekstą] / Aim of the study. To investigate the quality of in-patient service from the perspective of minor patients’ representatives at Kaunas child development clinic “Lopšelis”. Objectives. To evaluate in-patient service extent from the perspective of minor patients’ representatives, to examine the opinion of minor patients’ representatives about accessibility of service, to evaluate satisfaction of minor patients’ representatives with the provided service. Methods. Anonymous survey of 115 patients’ representatives (response rate – 87.8%) was carried out in 2007. SPSS statistical analysis program was used to process the data. Statistic data reliability was tested by chi square test of independence, degrees of freedom quantity and statistical significance (p). Results. Almost three thirds of surveyed patients‘ representatives (72.9%) indicated, that they were satisfied with the extent of service. The majority of respondents (80.5%) were satisfied with the duration of procedure. Statistically significant bigger part of respondents trusted in competence of specialists (77.9%) in comparison with the less trusted in competence of specialist (33.3 proc.) maintained, that they were satisfied with the diversity of provided service (p<0.01). Nearly half of the respondents (44.6%) revealed, that they were immediately admitted to the institution. Almost all survived entourage (96.5%) stated, that on the arrival at department, they were informed about procedure in the department. The majority... [to full text]

The study focused on the taxi industry as a services industry due to its contribution to the economies of both developed and the developing countries. The purpose of this study was to investigate ways to improve service delivery in the South African taxi industry. This industry is one of the underperforming industries in South Africa with regard to service quality due to over-serviced taxi routes and a lack of information about the needs and desires of the taxi commuters. The primary objective of this study was to investigate how to improve the service quality of taxi operators in the Nelson Mandela Bay by applying theories and concepts of services marketing and total quality management (TQM). More specifically, the study investigated whether taxi drivers have the required knowledge of services marketing and service quality, and what service quality challenges taxi drivers and commuters face. The sample consisted of 20 taxi drivers and 101 student commuters using taxis on the Port Elizabeth routes. The empirical results showed that taxi drivers perform unsatisfactorily on the four TQM elements: leadership, employee involvement, product/ process excellence and customer focus. The results also reflected the general perception in the Eastern Cape that taxi service quality is poor. Of the five service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy), the taxi drivers performed the best in reliability and the worst in empathy. The empirical results further suggested that taxi services do not meet the expectations of commuters, as deficits were reported between expectations and perceptions of actual service quality. The different quality dimensions used in the measurement of taxi service quality and their empirical results could provide a guideline to taxi service leadership and government on the critical aspects of taxi service quality.