The customer is the most important resource for enterprises. Fonvielle thought customer satisfaction is the essential element of success for a business to continue operating forever in the competitive market. Researches indicate obtaining a new customer costs about five times more than keeping existed ones. If a company can reduce the rate of losing customers 5%, then it can enhance the profit 25% to 85%. Therefore, in order to boost the profit, enterprises should strive for raising customer satisfaction and loyalty. In accommodating for the implementation of National Health Insurance and the rapid changes of the whole environment, the health care industry has started to emphasize on health care management to increase customer satisfaction and loyalty by strengthening service quality and service recovery. The criteria of customer satisfaction and loyalty have been verified in other industries; however, there are relatively less studies in health care field. This research used PZB¡uSERVQUAL scale¡vas the matrix of its service quality scale and the six constructs of Boshoff¡¦s satisfied factors of service recovery as its service recovery scale. The questions of customer satisfaction part came from Taiwan College of Healthcare Executives¡¦ THIS satisfaction survey toward outpatient services. Besides the concept about which patients¡¦ loyalty is a kind of behavioral intention broached by Peltier (1999), the consideration of financial factors was added when framing the questions of customer loyalty part. The structure of this research was constructed by discussing the relationship among service quality, service recovery, customer satisfaction, customer loyalty, and background information. The result of this research discovers that perceptive service quality has a positive relationship with customer satisfaction and customer loyalty. The factors of perceptive service quality can explain 58.1% variation of customer satisfaction and 41% variation of customer loyalty, which means perceptive service quality, has a significant influence on customer satisfaction and loyalty. The effect of perceptive service recovery on customer satisfaction and customer loyalty is also significant; the factors of perceptive service recovery can explain 38.1% variation of customer satisfaction and 38.2% variation of customer loyalty. Furthermore, the finding shows a positive relationship between customer satisfaction and customer loyalty themselves; the former can explain 35.9% variation of the latter.

In order to meet the demand of expanding leisure tour market and to reduce the impact on agriculture because of joining the World Trade Organization (WTO), the government actively promotes the policy of 'recreation agriculture' and hopes to upgrade the agriculture by ways of adopting the managerial concept and idea of travel service. Because 'recreation agriculture' has been lacking a set of approval procedures and rating standards, leisure farm visitors maybe choose the inferior leisure farms with poor service quality in lack of ample information. The tourists with bad experiences about leisure farms will not visit leisure farms in the future. That will greatly influence the future development of ' recreation agriculture '. This study aims at setting up a service quality measure of leisure farms and offers it to the government for reference in setting up the authentication and rating system. In addition, this study also investigates the interrelationships among customer¡¦s perceived service quality, satisfaction and behavioral intention. By understanding and endeavoring to improve those defects of service, the leisure farms can promote visitors' satisfaction and revisiting willingness effectively and subsequently enforce their competitiveness. In order to prove the fitness of the construct model to ' recreation agriculture ', 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 analysis the linear structure model for the latent constructs of perceived service quality, customer¡¦s satisfaction and behavioral intention. The objects of this study are visitors of the tropical agricultural products exhibition of Ping-Tong, The investigation method adopted for this study is granting the questionnaire to visitors at random. The analysis result shows, visitors are most unsatisfied about following service items, including insufficient equipments for the disability person and other auxiliary equipments, such as pavilion and sun-shading seats, the attendants of the leisure farm lack the professional knowledge about agriculture and service. Another finding of this study is that students of elementary school and junior high school are apparently more satisfied with 'perceived service quality' and 'customer¡¦s satisfaction' than other visitors. Because visitors from Ping-Tong county pay lower ticket price than that for visitors from other counties, visitors from Ping-Tong county feel more satisfied about the construct of ' service value '. Path analyses verify the following hypothesis, 'perceived service quality' can positively influence 'customer¡¦s satisfaction', and 'customer¡¦s satisfaction' can positively influence 'behavioral intention', but 'perceived service quality' can not directly influence 'behavioral intention'. The managerial implications based on this study are: 1.The manager of the leisure farm should devote to improve the auxiliary equipments and attendants' agricultural knowledge and service skills in solving the service disputes. 2.Strengthen marketing for students of elementary school and junior high school to increase visitors. 3.Narrow the disparity of ticket price for visitors from Ping-Tong county and other counties to encourage people of other counties to visit the leisure farm.

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The inspection (verification) or Certification firm is to utilize professional specialist, technology and equipment, standing on an independent¡Aimpartial and objective position to conduct inspection, testing and assessment on the quantity/quality of commodity, performance of machinery and components, and implementation of the established quality system, then provide the supplier/buyer and stakeholder with certificate or report for fulfilling the contractual obligation or commitment made in the trade transaction activities. The inspection and certification are playing the role of pioneer in the process of technological development, and they are also one of the necessary pusher for business and industrial enterprises to achieve the target of enhancing product quality¡A obtaining international accreditation and increasing international competence. In the current society of free trade and free economy, the inspection or certification firms, along with the consumers¡¦ awareness and the drastic competitions among inspection or certification industries, facing the daily increasing competition and consumers¡¦ demanding, should make research of how to adopt an appropriate competitive strategy, to look for the market niche, to enhance service quality, to understand customers¡¦ real needs and customers¡¦ satisfactions so as to broaden service scopes and customer groups for the purpose of accomplishing the objective of building the firm to last forever. - iii - This study is to explain the characters, current status and outlook of the inspection or certification industry, and to analyze the development history, performance and achievement of SGS Group in Taiwan - the world leader of verification, testing and certification organization. By employing the industry analysis method addressed by Porter and the SWOT analysis for Strength, Weakness, Opportunity and Threat, we discussed the effect of ¡§five forces¡¨ on SGS Taiwan¡¦s business strategy, the correlation of service quality and customers¡¦ satisfaction, and currently its implementation of the managing tools of Balanced Scorecard and ISO 9001 quality management system. In summary, we have derived the Key success factors for the inspection or certification industry, and submitted suggestions of strengthening business model and management strategy for other inspection or certification firms as reference and benchmark enabling them to provide best and integrated services for the business and industrial enterprises in Taiwan who are pursuing quality. Key words:Inspection, Verification, Certification, Business Strategy, Service Quality, Customers Satisfaction.

Study on Service Quality of and Users¡¦ Satisfaction with Nursing Homes for the Aged ¡V Old People¡¦s Apartments in Kaohsiung County Abstract Raising children as insurance against the insecurity of old age has been a deep-rooted concept of the Chinese people. Traditionally, care and nursing of the aged are mostly done in families. However, with the change of social and life styles, as well as the reduction of fertility rate, such kind of concept has been put to a severe test now. In the early stage, a nursing home was mainly the shelter for homeless, solitary and poor old people. The concept of social welfare still remains in the stage of providing relief. Therefore, the old people who lived in the nursing homes were labeled as poor. Besides, ¡§the standard, contents and methods of service provided by the nursing homes also make the general people to halt in hesitation.¡¨ In fact, in addition to physiological satisfaction, the aged will also pursue the psychological satisfaction, i.e., a living worthy of human dignity, at their old age. This is right the ultimate goal to promote the business of nursing homes. Owing to the increasing demand for care and nursing of the aged, the government also encourages the establishment of private nursing organizations for the aged. Hence, the fee-for-service private nursing organizations of ¡§service¡¨ nature emerge gradually, apart from the government-supported nursing organizations of ¡§relief¡¨ nature. The old people who live in such an organization become ¡§welfare consumers¡¨. In Kaohsiung County, the old people¡¦s apartments are run in a fee-for-service mode under the sponsorship of the government, but they have to be responsible for the profit and loss of the apartments by themselves. The purpose of this study is to know the service quality of nursing homes at present and the old people¡¦s satisfaction with the service they received. (1) To understand the service quality of the nursing homes in order to provide a basis of their management for the government. (2) To understand the users¡¦ satisfaction with nursing homes in order to meet the demands of the aged. (3) To discuss the relationship between service quality of the nursing homes and the user¡¦s satisfaction.

Abstract The article used PZB service quality model and SERVQUAL Scale as bases to investigate the service quality of CPA firms in Kaohsiung. And the target interviewees will be focused on accountants, business service agency managers, and their clients. The purpose of this study was to find whether the six gaps exist or not. Therefore, there are three questionnaires designed in order to interview the objects of study. Using statistical analysis approaches such as t-test, one-way ANOVA, and descriptive statistics, the result of the research were as follows¡G 1¡B For all of the CPA firms in Kaohsiung, there are significant differences on the five service quality dimensions¡]tangibility, reliability, responsiveness, assurance, and empathy¡^for consumer expected service-perceived service gap¡]Gap 5¡^ 2¡B For all of the CPA firms in Kaohsiung, there are significant differences on the two dimensions of responsiveness and empathy for consumer perceived service-business service agency managers¡¦ service delivery gap (Gap 6) 3¡B Comparing united CPA firms with non-united CPA firms, the research finds the two dimensions of marketing research orientation and levels of management are significant differences for Gap 1. As to the Gap 2, the three dimensions of management commitment to service quality, goal setting, and task standardization are significantly different. There are significant differences on the two dimensions of tangibility and assurance for Gap 5, and there are differences on the five service quality dimensions for Gap 6. In particular, Gap 5 and Gap 6 of non-united CPA firms are bigger than united CPA firms. In other words, the service quality of non-united CPA firms should be strengthened and improved. 4¡B The organizational variables of customers show that there are significant differences on the dimensions of Gap 5. For enterprises in the different industries have distinct differences on the dimensions of responsiveness, assurance, and empathy. Furthermore, the capital demonstrates significant differences on the dimension of tangibility; the annual revenue appears significant differences on the dimensions of tangibility, assurance, and empathy; the founding time of a firm exhibits significant differences on the dimensions of reliability, assurance responsiveness, and empathy. A company which is listed securities, OTC, and public offering or not determines whether the significant differences exist on the dimensions of tangibility, reliability, and assurance; the employees¡¦ quantity of a firm¡¦s accounting department indicates significant differences on the dimensions of tangibility, reliability, and assurance; the total quantity of a firm¡¦s employees reveals significant differences on the dimension of tangibility. As a result, CPA firms should offer different weight on the service quality dimensions according to distinct clients so that the client perception on service quality can be increased.

The management and measurement of internal service quality is a special issue. If managers and specialists of human resource want to improve their internal service quality, they must understand the internal service factors their customers consider important. This study assesses the human resource services quality through viewpoints of the internal customers. The literatures review includes the topics of internal marketing, the roles and functions of human resource department, the concepts and measurement tools of service quality, and evaluation of organizational performance induced by human resource management. This study finds that managers expect the service quality factors are: innovation, completeness, problem solving, reliability, aggressiveness, structure and control, physical resources, and professional ability. From the results, we find the completeness and professional ability are the most important two factors to the managers investigated. They also indicate these two factors have the largest gap between the real and expected level. Most of the respondents think the reliability is good for their HR departments. Structure and control, and reliability of HR service have significant impacts on the organizational performance. The management performance has good mediating effects between the HR service quality and market performance of organizations. For the ¡§Direct Evaluation Model¡¨ and the ¡§Gap Model¡¨ of the internal service measurement, the first one has better forecasting power to both management and market performance.

Considering measurable evidence and fuzzy measures that involve linguistic terms, this thesis proposes a fuzzy-number based Choquet integral to aggregate linguistic information when information fusion between criteria is considered. The proposed fuzzy-number based Choquet integral is a generalization of a standard Choquet integral that can cope with interval-number or fuzzy-number types of measurable evidence and fuzzy measures. Furthermore, by investigating the related characteristics of the Choquet integral and the fuzzy-number based Choquet integral, the operation process of the fuzzy-number based Choquet integral is clarified in this thesis. Combining linguistic terms and the compatibility of psychology, fuzzy numbers and the fuzzy-number based Choquet integral, when information fusion between criteria is considered, are introduced into evaluating service quality and aggregating information in three-column format of SERVQUAL. Finally, a numerical example, regarding the comparison of overall service performance between e-stores, is demonstrated to illustrate how the fuzzy-number based Choquet integral and its two-stage aggregation process operate in three-column format of SERVQUAL for evaluating service quality.

ABSTRACT Under the dramatic competition of all kinds of hospital and the raising of consumer awareness, it is becoming important issues for a hospital manager to improve the service quality of health care, further to enhance patient¡¦s satisfaction & loyalty. Many articles & papers discuss the outpatient service quality and patient¡¦s satisfaction with many single items of service process. In fact, the outpatient service is composed of a series of service process. So, I evaluate and predict the patient¡¦s satisfaction & loyalty under the term of outpatient service process. This study took the example of the outpatient of a provincial community hospital. We use the convenient sample method, and totally got the 222 efficient questionnaires. We do verity the seven outpatient service process with factor analysis. This study has several following remarkable results. The demographic factors have no statistical difference with outpatient service process quality, total satisfaction and consumer loyalty. There is positive correlation between quality of outpatient service process and customer satisfaction. The quality of outpatient service process has a positive impact on consumer loyalty. And the consumer satisfaction exerts a positive influence on the consumer loyalty. With the application of multiple regression analysis, the outpatient service process can efficiently predict consumer satisfaction & loyalty.