Rocketing development of Web and information technology makes e-Learning a new training tool of companies to reduce time and cost. The e-Learning shows the same as the most adoptions of new technologies and information systems, the users¡¦ acceptance becomes one of the key success factors. As e-Learning a service provided by companies, the employees¡¦ perceived service quality played an important role on adoption. The well-known Technology Acceptance Model ( TAM ) was good at evaluating acceptance in many studies. This paper applied the TAM as a framework to find out the acceptance of employees on e-Learning, and integrated perceived service quality as the antecedents of perceived usefulness ( PU ), perceived ease of use ( PEOU ),and the behavioral intention ( BI ). This empirical study not only explored the factors of service quality which employees perceived, but also find the relationship between the service quality and the acceptance. In order to prove the fitness of the construct model to e-Learning, this research adopts statistical software SPSS to verify the reliability of the measure and make the factor analysis. This study also uses software AMOS as a tool to build and analyze the linear structure model for the latent constructs of the integrated TAM. The objects of this study are employees of e-Learning users in firms. A total amount of 441 valided samples were collected by stratified random sampling from two large corporations of traditional manufacture and utility. Path analyses verified the original path in TAM, and the perceived service quality causes significantly large influence to acceptance in both directly and indirectly positive path. The analyzed results also shows that perceived service quality of e-Learning could be measured by three major dimensions. This empirically integrated TAM will be useful to researchers in developing and testing e-Learning systems, as well as to organizations in implementing successful e-Learning systems.

Abasract With the progression of time and the transformation of our society, the rights of mentally disabled patients are strongly advocated. The level of quality of services provided by medical institutions often reflects whether the rights of patients are respected. In addition, the degree of satisfaction of patients regarding the medical institution is often a strong indication of the quality of services of such an institution. The purpose of this research is to explore the perspectives from patients and medical personnel regarding the quality and the level of satisfaction of medical services, in order to understand which medical service quality factors could apply to the mental health institution and factors that are regarded as the reference of mental health institution . This research is based on SERVQUAL formal quantity form which is included in five medical service quality components offered by three scholars of Parasuraman, Zeithaml and Berry. According to the characteristic of medical industry to adjust, it fits in with the service characteristic of the hospital to concentrate on the patient. Using description method to collect data from a questionnaire , this study targeted 62 patients and 77 medical personnel of Psychiatric Hospitals . The results are as follows. (1)The mental patients are mostly distributed with in the 31-50 year age group , are unmarried and are high school education . Before being diagnosed as schizophrenic the patients were mostly unemployed. Medical personnel with long-term work eaperence and these of short-term are equal in number . The education level is mostly vocational school and university, the majority with professional titles are nursing staff and service period is from one year to five years. (2)Analyzing six factors from the form of the medical service quality, named as its attribution: assurance , empathy , tangibles , reliability , responsiveness and utilization of public space. (3)In 35 items of medical service quality, the first three items of greater satisfaction indicators for patient are: confortable living environment , nurses have sufficient nursing technology and knowledge. The first three items of greater satisfaction indicators for medical personnel are: the hospital can maintain the patient¡¦s confidentiality , medical personnel will help patients to solve problems, and medical personnel ensure safety and relabilityin contact with patients. In order to improve the patient's medical treatment quality satisfaction, there are three suggestions as follows. (1)To increase the extension and depth of pharmacist's medicine consultation. (2) Besides medical professional personnel, the hospital should also add service attitudes and evaluations of administrative personnel in other medical industries. (3) Medical professional personnel should consider patient's rights priority and offer patients the individual care and the model of treatment.

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This thesis covers two distinct measurement development issues and has a third purpose that is to verify the similarities and differences between relationship and service quality (discriminant validity).

Title: Impact of service quality on customer satisfaction. Case study: Liberia Revenue Authority Level: Master Thesis in Business Administration Author: Ehigie Clifford Johnson, Jesse S. Karlay Supervisor: Maria Fregidou-Malama Examiner: Akmal Hyder Date: May 2018   Aim: The aim of this study is to analyse how service quality affects customer satisfaction. Method: To fulfil the aim of this study, an inductive qualitative research method was employed. . Results and conclusions: Responsiveness, empathy and assurance are influential to customer satisfaction. Price of service is the most influential variable on customer satisfaction. . The digitalization of taxation services fosters the likelihood of taxpayers paying their taxes on time and consistently. Suggestions for future research: We recommend future research on the impact of e-tax payment on revenue generation in Liberia Revenue Authority. We suggest a similar kind of research be conducted in other governmental organizations in developing countries. Finally, we suggest a future research on the impact of culture on service quality in government organizations.   Contributions of the thesis: This thesis has shown that the most influential service quality dimension on customer satisfaction are responsiveness, empathy and assurance. This is in contrast to empathy, reliability and assurance as observed by Khan & Fashi (2014); Kaura, Datta & Vyas (2012); Naidoo (2011, 2014); Jayasundara et al.(2009); Aga & Safakli (2007) and Ismail et al.(2006). .. This thesis also shows that price of service is the most influential variable on customer satisfaction in developing nations.   Keywords:  Servqual, Liberia Revenue Authority, Enterprise resource planning, , Service quality and Customer satisfaction

The purpose of this study is to enhance service quality research by examining whether hotel employees attitudes, motivations and behaviors had an effect on perceived service quality. In the recent years, interests in service marketing and practice have become of great importance. The role of the individual service employee has become paramount to the service delivery process (Singh, 2000). The attitudes and behaviors of contact employee's have been empirically tested to influence a customer's perception of service quality (Bowen and Schneider, 1985). Formulating efficient and valued services requires an understanding of employee attitudes, abilities, behaviors, and motivational factors that affect performance outcomes (Bowen and Schneider, 1985; Bitner, 1990; Hartline and Ferrell, 1996). A conceptual framework was developed and data were gathered from one 4- Diamond hotel in South Florida. A questionnaire was distributed on site by the manager to 225 service employees. 184 responses were ultimately used for analyzing, which resulted in an 81% response rate. The proposed model was specified as an individual level analysis. The data first provided descriptives to of the sample, followed by a series of confirmatory factor analyses to check the construct validity of the measurement model for validity and reliability. Overall, the results of the proposed path model were supported. The relationship between performance goal orientation and employee job satisfaction and self-efficacy and performance orientation were the only hypotheses not support. With the goal of finding the most parsimonious model, a revised model was developed eliminating the unsupported hypothesized paths. It was concluded that the data did not fit any better, indicating that the proposed model had the best fit. This study identified that learning and performance goal orientations effects on perceived service quality were mediated by selfefficacy and they had both direct and indirect influences on each other, with the indirect path being stronger. In order to ensure validity of the revised model, an alternative revised model was developed that tested only the direct paths, eliminating the indirect path of self-efficacy. The data fit was not as good as the proposed and revised models. Therefore, it was concluded, that the proposed model maintained the best fit. These study findings were supported by prior research studies. Recommendations for future research, as well as, theoretical and practical implications were discussed.

This study investigates onto which dimensions of service quality have more impact on patients’ overall quality perceptions of a hospital and seeks to determine the nature of relationship between service quality and patients’ willingness to recommend a hospital to their friends and family. The study also uncovers if the levels of service quality and recommendation behaviours and the relationship between service quality and recommendation behaviour exhibit similar patterns among male versus female, black versus white patients and small/medium versus large hospitals. Data gathered via mail questionnaires and phone interviews from a large sample of the patients of a hospital system in the Southern United States serve as the study setting. Results are presented and their implications are discussed. Avenues for future research are offered.

What is a clean restaurant in customers' viewpoints? Restaurant cleanliness is considered one of the most significant conditions when customers evaluate overall restaurant quality or decide their levels of satisfaction. However, there have been few studies of perceptions of restaurant cleanliness in customers' eyes. Previous studies were found to use inconsistent concepts of restaurant cleanliness when evaluating restaurant cleanliness. For example, some measurement scale of restaurant quality or customer satisfaction includes only items related to a restaurant's interior appearance to measure the restaurant cleanliness. Some researchers have also included items related to server's appearance. In other studies, overall images of a restaurant were used to evaluate its cleanliness. This study attempts to investigate the customers' perceptions of restaurant cleanliness. Understanding what customers consider when they evaluate a restaurant's cleanliness can be beneficial for hospitality managers who can use the information to increase their restaurant's quality and to satisfy their customers. In addition, this study was conducted with two different cultural groups of customers: Westerners and Asians. Understanding how different cultures perceive restaurant cleanliness can help hospitality managers who plan to expand their business in the global market. The results of this study indicated that the items of restroom personal hygiene, restroom appearance and server behavior all have a positive relationship with customers' restaurant quality evaluations. The level of importance of restaurant cleanliness dimensions was found to be similar between the Western and Asian samples. The server's behavior, restroom appearance and signage were found to be the most important dimensions for both groups. However, restroom personal hygiene was found to be the only dimension ranked differently by the two groups in the study. Westerners weighed the restroom personal hygiene as more important than did Asian respondents. Asian groups were found to have higher expectations for overall restaurant cleanliness dimensions than Western groups. / Master of Science

The socially responsible customer segment is growing. Increasingly, customers are concerned about social, political, and environmental issues. These concerns have been shown to affect their attitudes towards the quality of goods and services as well as their buying behaviors. Nevertheless, there is a paucity of empirical research in the service literature on socially responsible customers. This study investigates the role that social responsibility plays in measuring service quality. Both qualitative and quantitative techniques were used in this study. Focus group and in-depth interviews were conducted to develop a scale measuring the social responsibility dimension in the evaluation of service quality. Confirmatory factor analysis and a multiple regression method were then utilized to test four hypotheses postulated in the study. The social responsibility scale consisted of eight items and was shown to be highly reliable. This scale along with the 22 items from the perception part of SERVQUAL formed the Socially Responsible Customer (SRC) SERVQUAL instrument used in this study. A total of 803 respondents completed the survey. The results of confirmatory factor analysis showed that social responsibility was a salient dimension of service quality and highly socially responsible customers used the concept of social responsibility more pronouncedly than the others when evaluating service quality. The social responsibility dimension alone significantly explained the variance in service quality. However, after accounting for the existing five SERVQUAL dimensions, the social responsibility dimension does not add a significant increment to the variance explained by the service quality regression model. / Ph. D.

Este trabalho tem como objetivo estudar a qualidade na prestação do serviço público de licenciamento ambiental de Porto Alegre através da análise das percepções e expectativas de funcionários e clientes do serviço. Para tanto foi realizada uma pesquisa exploratória através de entrevistas e grupos focados envolvendo funcionários e clientes do serviço de licenciamento prestado pela Secretaria Municipal do Meio Ambiente de Porto Alegre (SMAM). A qualidade dos serviços foi estudada através da identificação dos atributos envolvidos neste aspecto do serviço prestado. Os resultados possibilitaram identificar os seguintes atributos: padronização dos procedimentos, comunicação, orientação dos processos ao cliente, agilidade, atendimento, fiscalização, interação entre secretarias, competência e coerência das legislações. Foi possível desenvolver um modelo conceitual contendo os elementos e relacionamentos identificados e alguns complementos indicados na literatura. O relacionamento entre os atributos foi organizado em quatro níveis subordinados: (i) qualidade percebida diretamente pelo cliente, (ii) determinantes dos clientes, (iii) processos e procedimentos e (iv) estruturas gerenciais. Como conclusão deste trabalho teve-se a confirmação de que o estudo da qualidade na prestação de serviços públicos, como o de licenciamento ambiental, permite relacionar os elementos essenciais e identificar oportunidades de melhoria. Este trabalho também auxilia a confirmar que cada tipo de serviço exige o desenvolvimento de seu próprio modelo conceitual, em função das especificidades existentes. / The purpose of this work is to study the quality of public services of environmental permission at Porto Alegre through the analysis of perceptions and expectations of employees and customers. For that purpose, an exploratory investigation using personal interviews and focus groups with employees and customers of the permission service was conducted. The level of service quality was evaluated through the identification of the attributes involved in providing the service. The results enable to identify the following attributes: standardization of procedures, communication, orientation of processes to customer, agility, customer service, inspection, interaction among government departments, competence, and coherence of legislations. It was possible to develop a conceptual model including the identified elements and relationships, and some findings of the literature. The relationship among the attributes was arranged in four dependents levels: (i) quality directly observed by customers, (ii) customers determinants, (iii) process and procedures, and (iv) managerial structures. This work confirms that the study of quality in public services, as the environmental permission one, allows unveiling essential elements and relationships, conducting to the identification of improvement opportunities. This work also helps to confirm that each kind of service involves the development of its own conceptual model, due to inherent specificities.