Exploring the Service Quality for the Virtual Government ¡@¡@¡@¡@¡@¡@¡@Abstract ¡@¡@The virtual government has been defined as the citizen services provider on the Internet. In addition to its 24-hour and 7-day everlasting service hours, it has also reinvented the ways governmental agencies deliver their services. The citizens, without any limitation of service hours and physical locations, are entitled to get access to the online governmental services such as information inquiry, online service delivery, and paperless office. The virtual government has indeed played an important role between public agencies and citizens. ¡@¡@This thesis aim to explore the citizens requirements and evaluation for the virtual government. Based on the PZB model and SERVQUAL measures of service quality, this study proposes a conceptual framework and empirical measures that assess the online governmental services. The results have shown that: ¡Ð On the dimensions for service quality: Five dimensions for measuring online governmental services quality are extracted based on factor analysis of the 24-item questionnaire. They are system functions, convenience to citizens, reliability, efficiency, and attraction. ¡Ð On the model for service quality: Based on factor analysis and 1-way analysis of variance, citizens overall satisfaction is not significantly related to their perceived service quality. The results suggest that the overall satisfaction can be evaluated directly from citizens¡¦ expected service quality due to the fact that their expected and perceived quality of online governmental services do not differ substantially. Keywords: virtual government, service quality, PZB model, SERVQUAL

¡§Service¡¨ for sure is proved to be a niche in creating corporate competitive advantages. Not only traditional service industry, but the emerging Information Technology industry and doc.coms are confronted with the trial for service. In face of customers¡¦ more and more demand on service, corporates provide higher service quality to reach customer satisfaction; moreover, to keep the relationship with customers in order to establish lasting competitive advantages. This study which is based on ¡§gap model¡¨ tries to discuss the relationship between ¡§service quality¡¨ and ¡§customer satisfaction¡¨ of general portals in Taiwan, such as kimo.com, pchome.com, yam.com and so on. The findings of this study are as follows: 1. There is significant difference between user¡¦s expectation and perception of general portal service. Most important items are ¡§Protect personal information,¡¨ ¡§Search information correctly,¡¨ ¡§Response to customer¡¦s questions quickly,¡¨ and ¡§Answer to individual questions accordingly.¡¨ The general portal corporates can enhance service quality by improving the listed items. 2. This study sorts out 4 dimensions in evaluating general portal sites by factor analysis. In sequence of importance are ¡§ease of use,¡¨ ¡§empathy,¡¨ ¡§information quality,¡¨ and ¡§techniques of website¡¨. The general portals can thus take actions to reinforce service quality and customer satisfaction according to this priority. 3. The performance of service and customer satisfaction is not significantly affected by ¡§expectation of service,¡¨ however, user¡¦s perceived ¡§performance of service¡¨ and ¡§gap between expectation and performance¡¨ has significant impact on customer satisfaction. Furthermore, the performance of service has greater power to interpret the variation of customer satisfaction.

In attempt to build to a high technological and digital communication Taiwan,the country government plan to build up the broadband network to six million subscribers in its challenging the country developed 6 years program in 2008. The construction of broadband network will be the main stream of market. Chunghwa Telecom¡¦s ADSL program is satisfied with the requirement of society. The object of this research is based on the ADSL customers at the broad Kaohsiung Area of Chunghwa Telecom. The investigation area encompassKaohsiung city, Fongsun, Kungsun, Chiesun of Kaohsiung County. The investigation adopts the method of questionnaire. Data are collected via Stratified Random Sampling, and analyzed by SPSS statistic software. It is also implemented by using seven factors that affect customer satisfaction like service contents, prices, convenience, enterprise images, service facilities, service staffs and service process in connection with service quality, customer satisfaction, and customer loyalty. The result of this investigation occurs as below: There is a remarkable different between customer¡¦s satisfaction and values in response to the practical aspect of quality. Different customers respond with market different from sex, age, and choosing a place to use Internet are varied in satisfaction. The group of customer responds satisfaction from different person requires Internet service. It exist conspicuous difference in the choice. The obvious mutuality between the practical aspect of service quality and customer¡¦s satisfaction has positive effects. The practical aspect of service quality in different place of using Internet, the item of service quality, and customer satisfaction are clearly differ from each others. Different customers respond with market different from sex, marriage, and age to use Internet are varied in loyalty. The group of customer who requires different personal Internet service is remarkable difference from loyalty in the choice. The obvious mutuality between the practical aspect of service quality and customer¡¦s loyalty has positive effects. The practical aspect of service quality in different place of using Internet, the item of service quality, and customer loyalty are clearly differ from each others. According to the above-mentioned result of research, it brings up suggestions depending on service contents, prices, convenience, enterprise images, service facilities, service staffs, and service process

There is no doubted that the enterprises have to face the changeful and competitive environments today. That is why the Taipower Company needs to gain competitive advantages by providing the best of service quality to the consumer in the power market. This study is expected to be useful to the Taipower Company on the point of service quality in the strategy of knowledge management. It is made use of measuring consumer perceptions of service quality and researched for what the types of knowledge management strategy will be based on them. A new model of customer knowledge management includes the task environment, several important dimensions or variables such as the strategy of knowledge management, customer knowledge management. It is discussed for the process of knowledge management and established the institution of knowledge management in the Taipower Company.

ABSTRACT Nowadays, in highly competitive circumstance, the highly qualified employee has become one of the key points for company to success and also the precious asset to keep company superior. In the service-guided industries, most service occurs between employees and customers by face-to-face. Therefore, the more agreement the employees show to their company and job, the higher quality the service will be paid to customers. The satisfaction and positive evaluation from customers usually are decided by the received service affected by the employees¡¦ conscience and enthusiasm. In order to make all employees prepare good service fervency, it¡¦s quite important for the company to develop an Internal marketing conception and employees with high loyalty of Organizational commitment. This research is mainly by quantifiable amount of questionnaires to analyze relationship between Internal marketing and Organizational commitment, then through the associate literatures and actual experience to probe the influence on Service quality. With regarding to the character in military unit, we used Length of service and Duty as a control variable, and analyzed by statistics to obtain the conclusion and meaning of management with three conceptions as below: 1.The loyal level of Organization commitment of employees mainly depends on ¡§working condition¡¨ and ¡§employees¡¦ Cognition¡¨. 2.The Service quality received by the fleet may be affected by the Internal marketing status and Organizational commitment of employees. 3.The better of the Internal marketing made by organization, the higher Organizational commitment will be, and also the higher service quality the fleet will acquire. Key Words: 1. Internal marketing, 2. Organization commitment, 3. Service quality

When a service transaction occurs between a service provider and a customer there are dimensions of that transaction that are essential to making the customer feel satisfied with the transaction. Zeithaml, Parasuraman and Berry measured those dimensions for transactions that occur between the service provider and an external customer with a survey tool named SERVQUAL. It is theorized that for the external customer to be satisfied with the service transaction, the employees of the service provider must also be satisfied with transactions between the employees, or internal service quality. Those dimensions of internal service quality, or the satisfaction employees feel with each other, have not been described in a higher education setting. The purpose of this study was to determine the goodness of fit between the original SERVQUAL external service quality dimensions and those internal service dimensions identified by the University of Arizona Sponsored Projects Services Office (UASPSO). Through the identification of these dimensions a model of the culture of service quality of the UASPSO was also developed. Sixteen of the 25 Sponsored Projects Services Office employees were interviewed in 2005 to collect data concerning the validity of the original SERVQUAL dimensions and any new dimensions that might be identified with respect to internal service quality. Interviews were conducted using qualitative and constant comparison methods. Of the original ten SERVQUAL service quality dimensions described by Zeithaml, Parasuraman and Berry, Access, Communication, Competence, Reliability, Responsiveness and Understanding the Customer were found to apply to the construct of internal service quality in the Sponsored Projects Office. Reliability, Responsiveness and Understanding the Customer were subsumed under the new dimension of Mutualism. Credibility, Courtesy and Security were found not to apply, while Tangibles applied only as it supported Access and Communication. Tangibles, Access and Communication were subsumed under the new dimension of Approachability. All eight dimensions are found in the task-oriented realm of the processes and procedures of the Office. An additional five dimensions were also described as applying to internal service quality. Flexibility, Decision-making and Accountability are evident as task-oriented dimensions. Professionalism and Collegiality are evident as non-task-oriented dimensions. The study also described the impact of the culture of the organization on internal service quality. The managerial implications of this study were also suggested.

Abstract Power electricity is the main energy for steel factory, the service quality on power dispatch to be linked with the whole performance of steel factory, face more serious challenge from the global competition, for managing the competition of inner and outer environment and creating corporate competitive advantages, how to provide higher service quality to reach customer satisfaction, become the key performance index for Power Dispatch Department in the future. This study represents an empirical assessment of service quality and customer satisfaction. The main structure and assessment are based on the PZB conceptual mode of service quality evaluation form ¡§ SERVQUAL ¡¨ and customer satisfaction theory, research objects are the customers of power consumer in steel factory, the study explored the relationship among customer satisfaction, service quality, corporate image, and price. The main conclusions are as follows: 1. Service quality has a positive effect on customer satisfaction; Corporate image and price of service have positive effect on customer satisfaction; The price of service directly influences service quality. 2. There are five dimensions extracted to evaluate the service quality on power dispatch, including reliability, empathy, responsiveness, assurance and safety tangibles. To evaluate the customer satisfaction, there are two out of five dimensions were statistically significant related to customer satisfaction. 3. The impact on customer satisfaction, the corporate image is the most important factor to customer satisfaction, service quality next and price last from this study. 4. This research compares SERVQUAL and SERVPERF evaluating models of service quality, the result is ¡§ SERVPERF ¡¨ has higher explanation ability (42.2%) on customer satisfaction, and empathy is a more important factor than responsiveness , but this is reverse of SERVQUAL. 5. Partial demographic statistics variable have significant differences to service quality, price, Corporate image, and customer satisfaction. Keywords: Service quality, Customer satisfaction, Corporate image

With the increasing popularization and progress of the Internet in recent years, people have become more and more accustomed to obtain knowledge through e-leaning. By using e-learning, lecturers and students can have classes not only in a physical classroom but also in a virtual classroom on the Internet. Moreover, due to the Internet is virtual and unlimited by region, making use of the two characteristics can make both sides of teachers and students have more channels and conveniences for their interaction. Among them, the formation of the Cyber University is the model for the mutual application of learning in a physical classroom and on the Internet. Based on the most part of the recent studies have been focused on the measures of the service quality of the whole e-learning system, and a considerable number of literatures have offered measuring methods; however, the specialized measures of the service quality of the Cyber University have been in shortage. Therefore, the study was in the hope of finding out what factors had an influence on the service quality of the Cyber university, and what characteristics of the Cyber University students cared about when they were using it. The study aimed to develop specialized indicators for measuring the service quality of the Cyber university by applying the past structure of e-learning.The study adopted the questionnaire survey method, and the main participants were those students at National Sun Yat-Sen University (NSYSU) who had ever used National Sun Yat -Sen Cyber University. Furthermore, the study used the measuring research of the e-learning system satisfaction which designed by Sun et al. (2008) as the main structure. And to probe the measuring indicators of the service quality of the Cyber Universi t y, the study was divided into six different aspects from areas such as learner, lecturer, curriculum, science and technology,design, and environment.The results showed that the Learner¡¦s perceptive satisfaction with the service quality of the Cyber University was affected by those following factors: the learner¡¦s attitude toward the Cyber University; the learner¡¦s anxiety; the curriculum flexibility of the Cyber University; the usability of the Cyber University; and the level of the learner¡¦s interaction with the lecturer or other students at Cyber University.Thus, the results of this study can be used as the thinking directions for the designers of a Cyber University platform, and also can be used as a reference to enhance the teaching quality and tudents¡¦ satisfaction for the Cyber University lecturers.

The key research question which was addressed by the study was whether gaps existed between the sal ient attributes employed for hotel selection by managers and customers and the inspection criteria used by the UK hotel classification and grading schemes. If so, to identify whether such unassessed attributes were appraisable by the hotel inspectorate. A review of the literature indicated that no such published study had previously been attempted. A literature review examined the criteria identified to assess service quality, and in particular its provision within the hotel industry. The historical development and operational characteristics of the major grading schemes were presented. A unique numerical analysis of the schemes provided the incidence of classified and graded hotels by country. This formed the basis for the establishment of a representative stratified random sample. The determination of the hotel selection attributes was achieved by literature review and in-depth and focus group interviews. An extensive questionnaire asking recipients to rate the importance of the selection attributes was distributed to 500 hotel managers, producing a 62.4~ response. Equivalent customer contacts were provided by the managers, and 500 customers were surveyed, producing a 57.8~ response. Attribute analysis defined important, interjacent and unimportant groups. Comparisons were made between leisure and business, gender, grading categories and forms of business ownersh ip for both data sets. The closeness of association between the total manager and customer data sets allowed a merging into a consolidated attribute set. An analysis of the schemes' grading criteria was compared with the important attributes to indicate those which were not specifically assessed by the schemes. A survey of hotel inspectors asked them to indicate whether such attributes were specifically, generally or not assessab 1e during a routine inspect ion, and if they were specifically assessable, to provide suggested methodologies for such assessment. The aim was achieved. Sixty five attributes were identified as important but not assessed by the schemes. Of these, 45 were capable of being specifically assessed. It was recommended that the scheme operators should take account of these findings when reviewing their hotel grading methodologies.

A study on a Turkish Pension Company to find out customers' perception about services quality regarding to five dimensions in Rater model (reliablitity, assurance, tangibility, sympathy and responsiveness); from result of this study, the company can improve its services quality.