Live performing arts are one of the most important heritages, defining the cultural identity of a society. Since live performing arts are cultural services, the process of experiencing them is pivotal in forming satisfaction on the customer side. Achieving customer satisfaction is crucial for non-profit cultural institutions operating under the Swedish cultural model. An investigation of the achieved level of customer satisfaction and a comparison to customer expectations is therefore necessary for offering cultural services, which meet customer expectations. Since service quality and hence customer satisfaction can be controlled via the elements of the services marketing mix, the authors focused on investigating the marketing mix of Programbolaget i Jönköping (PJ). The authors wish to investigate to what extent PJ’s current audiences are satisfied with the quality of the services marketing mix provided by PJ, what customers expect from it and what managerial implications can be advised to improve the service. The authors use a mixed methods approach. Quantitative data about customer satisfaction is collected via a questionnaire, which applies a five point Likert scale. Descriptive and non-parametric statistics are used in the data processing. Semi-structured interviews with PJ and customers are conducted to obtain information about the nature of PJ and customer expectations. The conclusions drawn from this study are that the overall level of satisfaction with PJs services marketing mix among PJ’s customers is satisfying, while deviations between the different elements exist, where the elements price, promotion and product score lowest. It is also found that some parameters of the marketing mix have significant levels of importance for customer groups. Customer expectations regarding the services, which scored low, were investigated through interviews. Based on the conducted statistical tests and the expectations of the customers, recommendations regarding PJ’s services are made in order to increase customer satisfaction.

Research and develop (R&D) can expand scope and depth of the products for enterprises, and extend the life of products, in order to keep the growing up continuously forever of enterprises. Which factors does R&D performance come from? Through References find the research structure whose are ' Internal Service Quality ', ' Working Satisfaction ' and ' Knowledge Management '. And then design the questionnaire, investigate, analyze, and get the real example result. This research regards R&D department of M company of the vehicle curtain industry of Taiwan as the target of check, collect interviewee to above-mentioned four dimensions approval degree, use SPSS software to analyzing, the conclusion is as follows: 1) Knowledge Management is positive influence to R&D performance, but explain that strength is on the low side. It shows it is on although Knowledge Management it is real reason, it have not probing into otherly importantly really (such as patents, R&D ability). 2) Working Satisfaction is positive influence to R&D performance, but explain that strength is on the low side. Shows Working Satisfaction although real reason, have other probing into really important factor (such as marketing ability). 3) Internal Service Quality is positive influence to Working Satisfaction, it is very good to explain strength. Shows that Internal Service Quality is an important real reason, the company should improve Internal Service Quality of R&D department, could improve better Working Satisfaction. 4) Knowledge Management is positive influence to Working Satisfaction, it is good to explain strength. Shows that Knowledge Management is an important real reason, the company should improve Knowledge Management of the R&D department, could improve better Working Satisfaction. 5) Knowledge Management is positive influence to Internal Service Quality, it is good to explain strength. Shows that Knowledge Management is an important real reason, the company should improve Knowledge Management of the R&D department, could improve better Internal Service Quality. This precise inference Internal Service Quality and Knowledge Management of research, in order to influence the important factor of Working Satisfaction, and then offer a administrator to improve and propose. And R&D performance Important factor, not merely two which this research institute mentions constructs the surface (Working Satisfaction and Knowledge Management ), but case Company can is it improve Working Satisfaction and Knowledge Management because of it really to influence R&D performance to have priority, other factors can be improving via the research later on , can promote apparent R&D performance even more.

The enforcement of national health insurance brings the new transition of medical service. The main purpose of this study is to investigate patients¡¦ emphasis and satisfaction on different dimension of service quality. The study referred to industrial views, related literature review and 5Qs model (Zineldin, 2006). Eventually, the practical research results are used to conduct a competitive niche strategy and a positioning plan of extracorporeal shock wave lithotripsy market to seek the unique value of medical service differentiation. According to the empirical view, the satisfaction and loyalty of those patients who had operations under the hospital treatment were significantly higher than those patients who didn¡¦t. ¡§Quality of atmosphere¡¨ and ¡§Quality of infrastructure¡¨ were the two factors which had positive impact on the satisfaction of patients. Also, ¡§Quality of medical care interaction¡¨ and ¡§Quality of atmosphere¡¨ affected the loyalty of patients greatly. Therefore, this study suggested that doctors should provide professional medical services to offer unique attributes which were valued by patients, and then achieved the influence of word-of-mouth marketing. The Competitive strategy is (1) from standardization to differentiation: creating values to patients by standard operation procedure. (2) from selfish departmentalism to patient-orientation: providing more interactions during medical service to fulfill the cognitive and emotional needs of patients. (3) from tradition to innovation: carrying out a new model which was designed by whole new ideas to supply medical service with sustainable competitive advantage. (4) from closed to open environment: emphasizing on profession and abandoning asymmetric information to develop trust relationship between doctors and patients. The strategic positioning of ESWL is to provide cordial, effective and fast integrated medical service for patients, and the establishment of ¡§Shock Wave Lithotripsy Center¡¨ is the further step of this strategy.

The industry of our country has turned to the Hi-Tech industry gradually, the competition among the same industry is fiercer and fiercer, different properties of industries move towards the road of the heterogeneous alliance gradually too. Under this rival environment, without doing out of the common being, the ability that will lose key competition soon withdraws , the management of making the respect is an indispensable ring too, because management is not good, even more advanced technology may be unable to consolidate enterprises in the position of the environment now. Service Quality Management (SQM) is a kind of management idea that can be suitable for various trades, the service pointed herein refers to various functions that all industries offer in general. This research will canvass the concept of Service Quality Management, use in our country the semiconductor assembly factory of Manufacturing Execution System (MES), embed Preventive Maintenance and Productivity Maintenance Systematic association, in order to reach the different property systems, carry on discussion and analysis. The systems of two kinds of different ways, build the system which forms different management styles by way of simulation, and use Arena simulation software to simulation and analysis under different situation, and canvass its own benefits. The results can be regarded as the manufacturing industry reference basis while construct a Manufacturing Execution System into or revised.

Finance service industry is in a country economic development an important link, the bank, because has the superiority which the customer wealth and the fund flow, to seek the profit then development wealth management service. ¡§in 2010 the Asian and Pacific area wealth reports¡¨, reports pointed out that in 2009 Taiwan wealthy public figure population is 82,800 people, compared rises 42.3% the year before last, the wealth resultant rises 49.6% to 2,640 hundred million US dollars, two rises both were situated in the Asian and Pacific area third. Now in the bank system's floating capital reaches as high as more than 6.2 trillion new Taiwan dollars, is the wealth management very big market. At present the banking industry reaches the focal point direction yearly income 3 million new Taiwan dollars above Pyramid peaks the guest level, promotes to measure the wealth which the body subscribes does to manage the bank personally, every year the wealth manages the market the property scale, may amount to above at least 1.5 trillion new Taiwan dollars. But, Taiwan banking industry wealth manages customer's degree of satisfaction to be actually getting more and more low, therefore the banking industry must have province to think, pondered how should promote the service quality, establishes the enterprise image, further promotes the customer degree of satisfaction, lets the customer be willing to maintain the good intercourse relations with the bank. This research is mainly discusses service of quality, the enterprise image and the customer degree of satisfaction three between the bank wealth management service relatedness, The understanding between correlation degree, enables the bank entrepreneur mutually to pay attention to customer's feeling, takes management which the customer relates, and further understood that the wealth manages the market development the tendency. v This research mainly aims at the bank wealth to manage the customer is an object, by the questionnaire survey way, carries on the material the collection, discusses between various variables using the statistical real diagnosis's method the linear relationship, comes overall analysis during each variable positive and negative to the relational degree, according to the real diagnosis result proposed that the conclusion and the concrete suggestion, improve the wealth management service as the banking industry the service quality, establishes the enterprise image, so as to and enhances reference of the customer degree of satisfaction. The findings are discovered as follows: (1) the bank service quality has to the enterprise image obviously to it influence; (2) the bank service quality is having to the customer degree of satisfaction obviously to it influence; (3) the bank enterprise image is having to the customer degree of satisfaction obviously to it influence; (4) different population statistic variable, the marital status and the age two items have the line regarding the service quality and the reliability have the remarkable difference; As well as (5) the marital status also has the remarkable difference regarding the enterprise image. In management meaning, under the present competition intense finance environment, The bank wealth management service not only need strengthen the service the quality, should establish the customer to the enterprise image cognition, then enhances customer's degree of satisfaction, expresses and between the customer and for a long time close intercourse relations.

On top of cost reduction, product quality and manufacturing quality, manufacturing industry should start to consider the influence of business-to-business service quality on customers¡¦ satisfaction and loyalty. Therefore, how to measure customer perceived business-to-business service quality become a critical issue in manufacturing industry. Previously, the service quality research are more concentrated on business-to-consumer, such as retail or other service industry. However, it's not appropriate for apply it on business-to business level. The purpose of this paper is to study the influence of business-to business service quality on customer satisfaction and customer loyalty. This research is intended to prove the following. 1. IMP model is applicable to measure business-to-business service quality in manufacturing. 2. The better business-to-business service quality can lead to customer satisfaction and also customer loyalty. 3. To understand customer¡¦s satisfaction and loyalty on Manufacturing assembly and testing house in Taiwan accurately. This research attempts to find a relationship between six factors from IMP model and business-to-business service quality. Further, to know if business-to-business service quality can affect customer satisfaction and customer loyalty, especially more purchasing behavior.The research methodology is to use Woo & Ennew¡¦s (2005) questionnaires which based on the concept of IMP model. We provided questionnaires to Taiwan¡¦s assembly and testing house¡¦s customers. There are 143 returned with effective results. The conclusion of the research showed the business-to-business service qualtiy have significant and positive effects on customers satisfaction then to loyalty. However, the questionnaires didn¡¦t have a good fit to measure business-to-business service quality in manufacturing. From the result, it remind manufacturer take business-to-business sevrice quality seriously and pay much attention to it.

Since the advent of the Internet, online shopping has grown substantially across the globe. Understanding how to increase customers¡¦ loyalty through lifting up the level of satisfaction has been emphasized by both researchers and practitioners. Through integrating expectation-confirmation theory and IS success, this study attempts to examine how consumers¡¦ expectation, perception and confirmation and satisfaction on information quality, system quality, and service quality affects their continuance intention toward online shopping. Different from prior research focusing on overall satisfaction and continuance intention, this study proposed an extended model to examine consumers¡¦ satisfaction and continuance intention. The model and relationship were tested and validated by using data collected from 368 full- and part-time students in four universities in Taiwan. The results showed that confirmation and satisfaction are strongly affected by perceived quality but not expectation. However, the impact of satisfaction on continuance intention is not as strong as expected. The implication for research and practice are also discussed.

Due to the development of society, the rise of living standards, the increase of population, the availability of information, and the establishment of health care systems, the medical industry is not as prestigious as it was in the past. Under the economy where the market is changing from supplier-oriented to consumer-oriented, competitions between various medical facilities and patients¡¦ demands for better medical care quality grow, which then result in the rise of medical risks. Medical institutions no longer just focus on the treatment effects, but must also fully understand the conditions of the patients and effectively manage and utilize the resources at hand in order to raise the treatment quality and to stand above other competitors. The purpose of this research is to identify the various factors that prompt patients to seek medical treatments, and to raise patients¡¦ satisfaction and faithfulness towards medical institutions. The research was carried out using a survey/questionnaire approach. Patients that have been to two or more dental clinics were asked to participate in the survey, and those who were interested were chosen. The PZB service quality SERVQUAL scale was used. Out of the 150 questionnaires distributed, 123 were retrieved (82%), and 111 of those retrieved were valid for consideration (74%). The survey showed that (1) a gap exists between patients¡¦ expected treatment service and the actual service received; (2) patients hold high expectation towards the service quality; (3) patients decision to switch clinics partially depends on the received service; (4) the main factor that prompt patients to switch clinics is their concerns towards the ability of their doctors/physicians; (5) Instead of the actual service, assurance and reliability are more essential to the patients; and (6) clinics showing sincerity and making sure the patients feel secure are most important towards the patients. The research concludes that patients choose their medical institutions base on the received services. The five aspects of service all have almost equal importance, and all are influential towards patients¡¦ choices of medical institutions.

To increase medical service quality for medical ecology is necessary nowadays, it provides not only customers satisfaction and ensure patent s¡¦ willing for next visit, but also have the requirements of the hospital accreditation. Furthermore, medical service quality has become the main purchasing direction for hospital administrators. This survey is based on ¡§5Q model for different dimensions¡¨ by Zineldin (2006), including quality of object, quality of processes, quality of infrastructure, quality of interaction, quality of atmosphere. However, it evaluates which medical service quality that may affect patient¡¦s satisfaction and loyalty for having examination check in radiological department. The result of this research can be used by the hospital to provide the medial service quality, hospital competitiveness, sustainable development, and to supply more effective strategies in future direction. This survey investigated the patients for the examination of medical imaging from the biggest military hospital in southern, which was assessed as a regional Teaching Hospital by department of Health, the executive Yuan. A total of 600 questionnaires were sent out to patients, with 586 valid samples, and with 14 uncompleted invalid samples. The effective response rate is about 97.9%. In this study, the quality of medical service is based on five dimensions analysis, respectively patient satisfaction and patient loyalty. In addition, the patient satisfaction provided analysis and discussion for patient loyalty. The research was the participants with medical treatment from military hospital and was carried the analysis in order to further understand the significant difference in the causes for medical treatment, medical service quality, patient satisfaction and royalty. The research is summarized as follows: 1.The medical service quality ¡§quality of object, quality of processes, quality of infrastructure, quality of interaction, quality of atmosphere. ¡§ were all positive and significant influence on patient satisfaction, particularly quality of atmosphere and quality of interaction. 2. The quality of object, quality of interaction, quality of atmosphere had also strong and positive impact on the loyalty of the patients, but the quality of process, and the quality of infrastructure hadn¡¦t affect the patients¡¦ loyalty remarkably. 3. In addition, patient satisfaction appeared a relevant and significant impact on patient loyalty. 4. For treatment reasons, people who were military and military dependents were significant higher than the patients who live closely to hospital for quality of object, quality of infrastructure, quality of interaction, quality of atmosphere and patient satisfaction.

In recent years, due to the rapid growth and development of the Internet, many companies have been investing in developing the web-based arts ticketing system. Not only does it facilitate the ticketing operations, the system also allows arts information to be obtained more easily through internet and improves arts marketing efficiency. Web-based ticketing system greatly enhances the economical benefits and profits, and replaces the traditional laborious manual ticketing operations which cause the arts market to be more dynamic. This thesis explores the field of web-based arts ticketing system. Through the survey, the researcher studies the consumers¡¦ behaviors and the use of the ticketing system in the domestic arts market. The researcher also further exams the correlation between service quality and customer satisfaction in order to understand whether the services provided by web-based arts ticketing system meet consumers¡¦ expectations. The findings of this research are as follows: First, the majority of the consumers are female with university level or above. The web-based ticketing system has a group of regular users. Most of them use the ticketing system from 6 pm to 10 pm. "Drama" and "concert" are two major types of programs selected . Second, all the factors that constitute service quality are positively correlated with customer satisfaction. Furthermore, "usability" is the most crucial factor among them. Third, the drama customer is more satisfied with the usability of the ticketing system than the concert customer. Fourth, among the arts ticketing systems, the ¡§overall satisfaction¡¨ of The NTCH and Tickets Books are better than that of the EAR. According to this research, some suggestions are made for the web-based arts ticketing systems: "Provide ticket exchange or cancellation online," "Cancel or reduce the fee when getting tickets on site or through mail," "Enhance the stability of the ticketing website to prevent the website from crashing when a large number of customers are accessing at the same time," " Safely protect consumers¡¦ personal data and transaction data," "Use social network to increase the exposure of the ticketing system for customers to access" and " Establish online ticket transferral platform."