This research is based on service quality extension model and SERVQUAL (Service Quality Scale), provided by Parasuraman, Zeithaml and Berry (1985,1988,1991), with 7 dimensions and 32 revised items related to service quality and overall satisfaction, to address the service quality gap of Taipower in Penghu area, and the differences in values of service quality level, perceived level and whole satisfaction level which are affected by different background variables, as well as service quality satisfaction level of various special services. In the end, this study proposes conclusion and suggestions to improve Taipower¡¦s management performance in Penghu area and stimulate enterprise on-going development. This study which sets up the target toward over 20 year-old consumes, the management level and employees of Taipower in Penghu area, is conducted with reference analysis and questionnaire survey. Conclusions are as follows: 1. On the average, in Penghu area, the service quality gap 2, 4, and 5 are significantly different, but gap 1, and 3 are no significantly difference. 2. Gap 6 ¡§the service quality delivered by employees¡§ and ¡§service quality perceived by customers¡¨ are significantly different. 3. On the average, in Penghu area, the management level and employees have significantly different perceptions of the whole service quality. 4. On the average, in Penghu area, the customers and local eletronics service providers have no significantly different perceptions of Taipower's service quality. 5. In Penghu area, the stations of users of Taipower have significantly difference perceptions of Taipower's service quality, the rest and different background variable all has no significantly difference. 6. In different ares, the satisfaction level of users of the different, special services adopted by Taipower is lower than 50%. 7. The satisfaction level from users in Penghu's surrounding islands, about Taipower's service quality, is higher than 50%. 8. Different interviewees have significantly different perceptions of Taipower's media PR and actual satisfaction degree. Based on conclusions mentioned above, this study provides suggestions as follows: 1. In system level, the unit is whole to combine, activate to organize effect and strengthen operation ability, as well as set up a complete audit and promotion system etc. 2. In management level, the company should use technology to summarize information, build communication and trust mechanism, responding a change, the labor altogether governs etc. 3. In execution level, the company should encourage life-long learning atmosphere, reinvigorate corporate thinking, and reactivate promotion system as well as reward giving etc. Key words: Penghu area, service quality, satisfaction level, PZB

我的論文的目的是增加大家對於外國人在台灣與南韓生活之差異的認識。我對於在南韓與台灣的外國人做質性與量性的比較分析。這篇論文主要的研究問題是：什麼因素會影響南韓和台灣的外國人適應跨文化的生活？這些因素相互的關係，以及外國人對於南韓與台灣整體的滿意度。以往很少有針對兩國的外國人生活滿意度的正式研究。 我本身在南韓首爾生活了兩年，我在大學時當過交換學生一年 ，並且在公立小學當了一年的英文老師；而我在台灣研讀碩士兩年，也同時兼職教英文。作為一個外國人，我發現生活滿意度可以有很大的差異 ，這些差異應該被揭露，不應該被忽視。本篇論文將利用文獻以及統計資料，針對外國人如何看待他們在台灣與南韓的生活做個完整的討論。 / The purpose of my thesis is to raise more in-depth awareness of what it is like to be an expat in Taiwan and South Korea. I did a comparative analysis between expats of South Korea and Taiwan, both quantitative and some qualitative analysis were used. The main research question in this thesis is “What are the factors that affect how well an expat is able to cross-culturally adapt in Taiwan and South Korea? And What is the relationship between these factors and the overall level of satisfaction of expats in both Taiwan and South Korea?” There have been very few formal studies which focus on Expat Satisfaction Levels in these two countries. I have lived as an Expat in Seoul, South Korea for 2 years; I was an exchange student during my undergraduate studies for 1 year and an English Teacher in a public Elementary School for 1 year as well; I have lived in Taiwan for 2 years as a Master’s Degree student while also teaching English part-time. During my time as an Expat I have seen that overall expat satisfaction levels can vary dramatically and these variations need to be revealed and not ignored. This thesis will provide a thorough and well-rounded discussion on how Expats perceive the quality of their lives in Taiwan and South Korea using both literature and statistical information.

Abstract Police stations are located nationwide, deeply involved with people¡¦s daily life and can be seen everywhere. Whenever people encounter problems, they can easily access to the police stations where the police offer the most prompt services to help solve problems. The scope of police station services often involves urgent matters, and the police are expected to deliver services to the general public to alleviate their anxiety and to provide safety. Hence, the rebuilding of service environment should be appropriately planned to meet these ends. The rebuilding plan begins from external architecture, interior design, to layout should give warmth to people who will have no fear and will not be reluctant to access the police service. To the aspect of improving internal customer-relations, the station should be designed as a comfortable working place to inspire the police officers to have a change of attitude and willingness to render better services for the people. Police administrators should update their knowledge and professionalism when working on a suitable precinct (police) station rebuilding plan. They should also take into consideration police duties, operations, and daily needs. Meanwhile, the public¡¦s needs for space, facility, business-conduct convenience and practicality, reasonable service facility update and upgrade, and warm and friendly environments should also be accommodated in order for them to contact the police and to place trust in them. This research is based on the viewpoints of post-occupancy evaluation, (abbreviated as POE). Focus is placed on the present conditions of Penghu County Police Precinct/Stations after the service environment rebuilding was completed. The study subjects are police officers and the general public. Through analyses of data collected through questionnaire survey and in-depth interviews, the post-occupancy satisfaction level and recognition level are found. Moreover, the open-ended opinions are reviewed for the reference in the future construction and reconstruction of police stations. The study findings show: 1.The satisfaction level of the general public towards police station service environment rebuilding: high satisfaction levels are achieved at the overall environment perceived satisfaction level, technical aspect satisfaction level, functional aspect satisfaction level, and behavior aspect satisfaction level. However, the satisfaction level for case filing through the Internet is the least satisfactory aspect for the public. 2.The satisfaction level of police officers toward police station service environment: the overall environment perceived satisfaction level, technical aspect satisfaction level, functional aspect satisfaction level, and behavior aspect satisfaction level have all achieved high satisfaction levels. 3.Differential comparison between the satisfaction level toward police station service environment rebuilding for the public and the police: in terms of the functional aspect of environment satisfaction level, it is found that the public and the low-rank police officers show significant differences in ¡§convenience of single window application processing.¡¨ In terms of the behavioral aspect of environment satisfaction level, it is found that the people and the low-rank police officers show significant differences in ¡§the recreational furniture laid out in the police station help bring the general public closer.¡¨ 4.The awareness level of the public towards police station service environment rebuilding, on average, is 3.83: It shows that the general public regards the overall environment highly; thus, environment-rebuilding works in this item are supported. 5.The awareness level of police officers toward police station service environment rebuilding, on average, is 3.91: It shows that the police officers have a high recognition level for the overall rebuilding. This study sums up the thorough analysis and conclusions, and proposes valuable policy recommendations for Penghu County Police Bureau in its efforts to promote service environment rebuilding, suggestions are also made for future research.

The purpose of this study was to examine the life satisfaction of the wives of naval non-commissioned officers living in an isolated military suburb. As little is known about this phenomenon an exploratory design was used. A sample group of 81 wives was selected by means of stratified random sampling. Measuring instruments used were the Heimler Scale of Social Functioning and a needs assessment. The results of the study indicated that although a small majority of the wives experience their lives as satisfactory they have a great deal of frustration. The two largest areas of low satisfaction was work and finances. It seems that these wives have sufficient support systems. The lack of transport seems to be a problem for these wives. The needs assessment identified a great interest in, and a need for certain courses, hobbies, aerobic classes and a daycare centre. / Social Work / M.A. (Social Science (Mental Health))

This research investigates and develops a new approach to the management of service quality with the emphasis on patient and staff satisfaction in the healthcare sector. The challenge of measuring the quality of service in healthcare requires us to view the problem from multiple perspectives. At the philosophical level, the true nature of quality is still debated; at the psychological level, an accurate conceptual representation is problematic; whilst at the physical level, an accurate measurement of the concept still remains elusive to practitioners and academics. This research focuses on the problem of quality measurement in the healthcare sector. The contributions of this research are fourfold: Firstly, it argues that from the technological point of view the research to date into quality of service in healthcare has not considered methods of real-time measurement and monitoring. This research identifies the key elements that are necessary for developing a real-time quality monitoring system for the healthcare environment.Secondly, a unique index is proposed for the monitoring and improvement of healthcare performance using information-theoretic entropy formalism. The index is formulated based on five key performance indicators and was tested as a Healthcare Quality Index (HQI) based on three key quality indicators of dignity, confidence and communication in an Accident and Emergency department. Thirdly, using an M/G/1 queuing model and its underlying Little’s Law, the concept of Effective Satisfaction in healthcare has been proposed. The concept is based on a Staff-Patient Satisfaction Relation Model (S-PSRM) developed using a patient satisfaction model and an empirically tested model developed for measuring staff satisfaction with workload (service time). The argument is presented that a synergy between patient satisfaction and staff satisfaction is the key to sustainable improvement in healthcare quality. The final contribution is the proposal of a Discrete Event Simulation (DES) modelling platform as a descriptive model that captures the random and stochastic nature of healthcare service provision process to prove the applicability of the proposed quality measurement models.

Made available in DSpace on 2016-04-25T16:44:16Z (GMT). No. of bitstreams: 1 Rafael Maia Chagas.pdf: 842021 bytes, checksum: 71a8fb1d646af3fe7b451bda276ebd40 (MD5) Previous issue date: 2010-10-28 / The main objective of this dissertation was to evaluate the management team knowledge and satisfaction level in relation to the total compensation program and identify the demographic profile of those professionals associated with the level of knowledge and satisfaction in a multinational company in the logistic sector. The knowledge level about the compensation program allows to identify the company's transparency about the issue and the possible lack of clarity can generate questions and dissatisfaction of this hierarchical level, critical for any organization and responsible for the direction and results. The theoretical research that supported this work included themes as the human resources (HR) role and evolution, the contextualization of the compensation area within the HR and companies and the different approaches to pay the professionals. For the analysis it was elaborated a research based on the management team perceptions in relation to their level of knowledge and satisfaction and demographic, it was used a questionnaire (Appendix A), which was divided into three parts corresponding to demographic data, level knowledge and satisfaction, the latter two items measured through scoring based on Likert scale. The results were analyzed by statistical tests (chi square, Fisher's significance, Spearman's linear regression). The research sample was 55 professionals occupying managerial positions of the target company. It was found a correlation between the level of knowledge and satisfaction regarding the total compensation program. No influence was observed in the demographic profile, hierarchical level and area of action on the knowledge and satisfaction scores and it was determinate, in order of decreasing importance the items that impact the satisfaction with the total compensation program. The results shown that there is no influence of the demographic profile, hierarchical level and internal area within the total compensation program, the element with greater impact on satisfaction of the management level was the variable pay and that management does not know the assumptions of the current compensation program, further that it was identified the need for studies that attempt to explain the origin of this lack of knowledge and how could the professionals' expectations design in a total compensation program / Esta dissertação teve como principais objetivos avaliar o nível de conhecimento e grau de satisfação do corpo gerencial em relação ao programa de remuneração total e identificar o perfil demográfico destes profissionais associado ao nível de conhecimento e grau de satisfação em empresa multinacional do segmento logístico. A avaliação do conhecimento sobre o programa de remuneração permite a identificação da transparência da empresa sobre o tema e a possível falta de clareza pode gerar questionamentos e insatisfação deste nível hierárquico, fundamental para qualquer organização e responsável pelo direcionamento e resultados. O levantamento teórico que sustentou este trabalho contemplou temas relacionados à evolução temporal e papel da área de recursos humanos (RH) nas empresas, a contextualização dos assuntos de remuneração dentro da área de RH e das empresas e as diferentes abordagens de remuneração relatadas. Para análise desses fatores, foi elaborada pesquisa sobre a percepção do corpo gerencial em relação ao seu nível de conhecimento e grau de satisfação e ao perfil demográfico, através de questionário (Apêndice A), que foi dividido em três partes correspondentes a dados demográficos, nível de conhecimento e grau de satisfação, sendo os dois últimos itens mensurados através de pontuação baseada em escala de Likert. Os resultados obtidos foram analisados através de testes estatísticos (qui quadrado, significância de Fisher, correlação de Spearman regressão linear múltipla). A amostra de pesquisa foi 55 profissionais ocupantes de cargos gerenciais da empresa alvo de estudo. Encontrou-se correlação entre o nível de conhecimento e o grau de satisfação em relação às políticas e programa de remuneração total. Não foi observado influência do perfil demográfico, nível hierárquico e área atuação sobre os escores de conhecimento e satisfação além da determinação por ordem decrescente de importância dos itens que impactam a satisfação em relação ao programa de remuneração total. Desta maneira considerou-se que não há influência do perfil demográfico, do nível hierárquico, área de atuação e dentro do programa de remuneração total, a medida de maior impacto para satisfação do corpo gerencial foi a remuneração variável e que o corpo gerencial não conhece as premissas do programa de remuneração vigente, com isso identificou-se a necessidade de estudos que tentem explicar a origem desta falta de conhecimento e como seria possível o delineamento das expectativas dos profissionais em um programa de remuneração total

The purpose of this study was to examine the life satisfaction of the wives of naval non-commissioned officers living in an isolated military suburb. As little is known about this phenomenon an exploratory design was used. A sample group of 81 wives was selected by means of stratified random sampling. Measuring instruments used were the Heimler Scale of Social Functioning and a needs assessment. The results of the study indicated that although a small majority of the wives experience their lives as satisfactory they have a great deal of frustration. The two largest areas of low satisfaction was work and finances. It seems that these wives have sufficient support systems. The lack of transport seems to be a problem for these wives. The needs assessment identified a great interest in, and a need for certain courses, hobbies, aerobic classes and a daycare centre. / Social Work / M.A. (Social Science (Mental Health))

Экономическая оценка риска реализации кадровой стратегии предприятия, отличающаяся оценкой уровня экономической безопасности внутренней среды за счет определения уровня удовлетворенности персонала, что позволит определить вероятность раскрытия коммерческий или государственной тайны на оборонном предприятии. / The strategy of personnel management, economic security, safety, satisfaction level of satisfaction personnel.The strategy of personnel management, economic security, safety, satisfaction level of satisfaction personnel.