Under the globalization tendency, the region of purchases no longer only limit to a place, but spreads the whole world, if the complex purchase flow can transform into the part of value chain, will effectively promote the enterprise competitive advantage. In the past enterprise interior invalid rate purchase, unnecessary flow and so on, was a bad sign of purchases processes. Supposing wants to solve the above problem effectively, we can¡¦t neglect the direction of e-procurement. However, only good e-procurement service quality is even more important to the users now. Therefore, this research is trying to explore the user¡¦s evaluation standard of e-procurement service quality. This research incorporating the former perspectives in information quality, system quality, and service quality, and comprehensively considering the role of an e-procurement system on service constructs, In addition, this research takes domestic company which was inducted the e-procurement system as a model to find out the important e-procurement service quality constructs that users pay attention to and influence their judgment to develop a questionnaire to evaluate the e-procurement system service quality. Finally, through the results of the questionnaire, we hope to provide some suggestions to the enterprises in the field or the ones that want to participate in to upgrade their e-procurement system service quality and gain profits. Besides, from the perspective of management, this research also hopes that through the questionnaire, the manager of the company which was inducted the e-procurement system can understand more about the standard the users use to evaluate e-procurement system service quality to help them efficiently make management strategies to reach their final goals.

The competition between product and service procedure is more and more alike. Because it is difficult to distinguish the differences between hospitals on both tangible product and service procedure, the most important is service of employee. The service of employee is a competitive advantage and is hard to copy. Azzohlini (1993) mentioned the function quality and response of internal employee were important resources that revealed the discrepancy between each enterprise and the competitive advantage of it. Heskett, et al. (1994) mentioned that the model was related to the concept of service-profit chain. They thought the internal service quality to employees would strengthen the satisfaction, royalty and productivity of employees, then creating high service value. High service value brought out high external customer satisfaction and royalty. That is why the internal service quality is so important to organizational profit and revenue growth. And most of the researchers agree that only satisfied employees can create satisfied customers. In Taiwan, the government has advanced the system of medical insurance, so the need of medical treatment is expanding. The service of hospital includes facility and employee. When the patient enter the hospital for their disease, many employees have to take care of them. The employees are doctors, pharmacists, nurses, administrative staff, and so on. The greater part of employees is nurses. They are the front line to contact with and care for patient. The service of nurse is very important and is hard to copy. Researchers have found many factors of external service quality and developed measuring methods for service quality from the perspective of customers ( Parasuraman, Zeithaml & Berry, 1985; George & Gronroos, 1989¡F Heskett, 1990). In the meantime, the measurement of internal service quality was hardly mentioned. Yes, some researcher paid attention to this topic. They discussed the significance of internal service quality from other researches or their own observation. But we need more information about it. So this research tries to find the factors of internal service quality and explores the relationship between the internal service quality, the job satisfaction, the service ability and external service quality. After interviewing nurses, we integrated the data of the interviews and the exploration of other research papers to develop the questionnaire. The questionnaire had been filled out by the nurses who work in large-scale hospital. We induce the following results: (1) The factors of internal service quality are as follows: the style of management, the contact with other department, the training, the support of nursing department, the reward, the correct and definite responsibility, the resources, the content of job and the target of hospital. (2) The service ability include the professional knowledge, techniques and attitude. (3) The factors of external service quality about employee include the content of service and the efficiency of service. (4) Because of different personal characteristic, nurses have different recognition to factors of internal service quality except the training and the support of nursing department. (5) The different personal characteristic may brings out different recognition of service ability, job satisfaction. (6) The different personal characteristic may brings out different recognition of factors of external service quality about employee. (7) The correlation between factors of internal service quality, service ability and job satisfaction is positive except the training and the content of job. (8) The regression models that include internal service quality-service ability model, internal service quality-job satisfaction model, internal service quality-content of service model and internal service quality- efficiency of service model are significant. (9) For full model, the structure of model is fit except the direct relationship between internal service quality and external service quality about employee. We think the relationship is transmitted by job satisfaction and service ability.

The service quality of banking industry - the empirical research of public-owned banks in Kaohsiung area. Public-owned banks usually gives us bureaucratic image. Although they try to raise their service quality under the press of competition, but the improvement is limited. When managers of public-owned banks strive for raising the service quality, the employees usually don¡¦t make enough efforts. What reason does result in such gap? How to solve this problem? How to inspire employees to work hard for the image of ¡§high service quality¡¨, which is accepted by high level manager? According to these motives, we use the PZB model to evaluate the service quality gap. Our research targets are the public-owned banks in Kaohsiung area. Findings indicates that there is no significant difference between the managers¡¦ and the employees¡¦ cognition of customer service expectation in public-owned banks. But there is gap existence between the managers¡¦ cognition of customer service expectation, and the service conveyed to the customer. ¡§control system¡¨ and ¡§team work¡¨ are the main reasons of the gap between service cognition and conveyance. Besides, most employees think the poor ¡§ performance evaluation system¡¨ causes the poor service quality in public-owned bank. They suggest that ¡§creating good working atmosphere¡¨, ¡§building a property performance evaluation system¡¨, ¡§managers should lead by personal example¡¨, and ¡§ a strong determination of change¡¨ may promote the service quality of public-owned banks. Standing on our empirical study, we make the following suggestions for the public-owned banks to raising their service quality: 1. The support of manager. 2. Adopt a proper performance measurement and evaluation system. 3. Managing in humanistic way. 4. Accelerate the rotation and promotion. 5. Strengthen the training of service quality raising.

Thesis (MTech(Business Administration))--Cape Technikon, Cape Town,1996 / All organisations, profit as well as nonprofit, are increasingly coming to the realization that trying to compete solely on costs leads to ineffectiveness and a weaker financial position. Competing on the basis of product or service differentiation is becoming increasingly futile because products and services are becoming less and less unique. To ensure survival, effectiveness and competitiveness, organisations must provide services of exceptionally high quality. Providing services of high quality has proven to be the single most important factor contributing to organisational success and well-being. Providing services of superb quality also presents an important opportunity for organisational differentiation. A major requirement for successful management is effective measurement. This study is motivated by the limited research and resulting limited literature available on this subject in social work. The development of the SERVQUAL instrument offers a possible reliable and valid device for the measurement of service quality in social work. However, SERVQUAL has not been subjected to rigorous testing for reliability and validity in a social work organisation. In this research SERVQUAL was used to measure the quality of services in a social work organisation. The aim of this research was to determine the applicability, reliability and validity of the instrument in a social work organisation. Attention was given to literature that focuses on service quality, its measurement and management. The empirical research involved executives, social workers and clients of the social work organisation. It was found that SERVQUAL can be applied to social work services and it proved to be a reliable and valid instrument for measuring service quality. However, further research is necessary to improve the quality of services to clients and directions for future research are indicated.

Purpose – To examine the relationship between outpatient service quality expectation, perception and their effect on satisfaction at Gauteng public hospitals. Problem - Gauteng Public healthcare facilities are perceived to be offering deficient and poor quality service to their outpatient clients. Methodology – The SERVQUAL questionnaire tool is used, it encompasses the six dimensional structures of quality. 406 outpatients at public hospitals are the respondents. Limitations – Data collection environment could have led to the collection of inaccurate data. Data collection errors could exist due to the fact that the field workers had to translate questions for the candidates. These limitations limit the conclusions that can be drawn on the study. Findings/implications – The majority of outpatient expectations are not met. Patients are dissatisfied with the overall service quality provided by their outpatient departments. This has the effect of making patients reluctant to attend such facilities and could lead to treatment non compliance.

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Purpose – To examine the relationship between outpatient service quality expectation, perception and their effect on satisfaction at Gauteng public hospitals. Problem - Gauteng Public healthcare facilities are perceived to be offering deficient and poor quality service to their outpatient clients. Methodology – The SERVQUAL questionnaire tool is used, it encompasses the six dimensional structures of quality. 406 outpatients at public hospitals are the respondents. Limitations – Data collection environment could have led to the collection of inaccurate data. Data collection errors could exist due to the fact that the field workers had to translate questions for the candidates. These limitations limit the conclusions that can be drawn on the study. Findings/implications – The majority of outpatient expectations are not met. Patients are dissatisfied with the overall service quality provided by their outpatient departments. This has the effect of making patients reluctant to attend such facilities and could lead to treatment non compliance.

This thesis examines the nature and elements of Maori involvement in tourism using a dyadic assessment of operator service quality. The SERVQUAL instrument has been proposed as an instrument for the measurement of perceived service quality within a wide range of service categories. The current research examines both the operation of the scale and its management implications in four major sectors of the New Zealand tourism industry. Data for this study was collected through random mall intercept using a judgemental nonprobability sample of leading Maori tourism operators. In total, two hundred and thirteen useable responses formed the basis of the results. Major outcomes of the study reveal that; the conceptualisation and measurement of Maori cultural impacts on service encounters is problematic due the difficulty in defining who and what is Maori; the definition and measurement of service quality as a five dimensional construct as in SERVQUAL appears to suffer from a number of methodological shortcomings. For researchers in the process of using SERVQUAL, the results of this study suggest to exercise caution. Suggestions are provided with implications for instrument modification. The final outcome of the study reveals that the service quality of Maori tourism operators contains significant service gaps highlighting potential strengths and weakness and profiles of sector specific characteristics for the future development of this tourism field.

Due to the gradual increase of the women income and with the rise of living standard, the market also expands for cosmetic products; the cosmetics enter the pluralistic channels district trough the market. How to select the best channel and maintain the service quality in distribution channels of cosmetics are important for the vendor. Thus, this research aims to discuss the relation between the distribution channel of cosmetics, consumer behavior and service quality. This research takes the SHISEIDO¡¦s consumers from Kaohsiung as the research objects for verification and analysis, the questionnaire materials which carry on 200 consumers. The major result of this research as follow: consumers of different behavior have obvious differences in select channels, and different channels have obvious differences in service quality.

The competition of retail Industries in Taiwan is intense, in order to reach customer¡¦s satisfactions, suppliers endeavor to the separation of tangible products. As to intangible service, suppliers devote to provide various services with guarantee. The subject of this research aims at the service quality of wholesale. The first membership system American wholesale in Taiwan with 15 business years is the object of this research. Through the observation of service-providing staff, and case collection of customer complains during the service process, the extent of professional knowledge of service-providing staff has obvious relevance with the quality of service provided. Previous researches of wholesale competition in tangible products mostly focus on either sales price difference or the loyalty of self-brand development. As to the research of satisfaction and loyalty of customers in intangible services, the required professional knowledge and the cultivation of working competence on service-providing staffs, business agents, has only few documentations. Hence, the research takes further steps to analyze (1) What knowledge has been possessed in staffs? Do staffs possess adequate professional knowledge? What is the previous best practice and experience in the business? Does storage execute? Does circulation proceed? (2) What are the factors which cause the restriction of the development of knowledge system? What challenge will occur when lacking of knowledge system? Finally, the research reveals that the relevant activities of education and training can assist to reduce or eliminate daily complain cases from customers.