The environment of the health care industry resulting in a considerable change in recent years by the NHI system uncertainty, rising health care costs, intra-industry competition, the rise of consumer awareness, as well as the patient's requirements to improve the quality of medical care and other factors impact. Therefore, health care providers have thinking business strategy in the future of medical institutions, and actively pursue a diversification of health services, extend the medical professional services related to health checks which is no constraints by NHI system, and at their own expense systemic health checks. Armed forces hospital is not only provide health check service to military personnel but also to provide the public at their own expense health check service. Many domestic and foreign literature shows that use of customer relationship management effectively can improve service quality. Therefore, how to use customer relationship management to enhance service quality of health check, to explore new customers (public) and retaining customers (military personnel), strengthen the competitiveness is an important issue facing the Armed forces hospitals. In this research, the content of health check service quality are four dimensions to form by the environmental facilities, the health check process, personnel services and health management;the overall customer satisfaction for a single item; the customer loyalty is primarily to repurchase intentions and recommended four questions of. The structure of this research was constructed by "health check service quality", "customer satisfaction", " customer loyalty" the three dimensions together with background information on the dimensions of the formation; and distinguish between "health check service in current" and " health check services in the use of customer relationship management to adjust or increase the service measures " in two part. Explore the relationship and differences between the various dimensions. This research took the example of an armed forces regional hospital. We use the convenient sample method to obtain questionnaires. The result of this research discovers that the demographic factors have no statistical difference with the health check service quality and the overall customer satisfaction; demographic factors of marital status and work patterns (military personnel) for partial questions of the customer loyalty have significant difference. There is moderate to high positive correlation between health check service quality and overall customer satisfaction. With the application of stepwise multiple regression analysis, health management in the health check service quality can efficiently predict overall satisfaction of the health check as a whole explanatory power and statistical-significance. Health check of the overall customer satisfaction and customer loyalty is positively related. "The overall satisfaction of health check services in the use of customer relationship management to adjust or increase the service measures" is higher than "the overall satisfaction of health check service in current" and has the remarkable difference. "The customer loyalty of health check services in the use of customer relationship management to adjust or increase the service measures" is higher than "the customer loyalty of health check service in current" and has the remarkable difference.

The pursuit of beauty in today's society is growing day by day. According to ITIS report about cosmetic industry development trend in 2010, the global cosmetics market in 2009 reached 3,474 billion U.S. dollars, twice as much as nine years ago. Cosmetic industry in Taiwan began to flourish since 1960s. Taiwan cosmetic industry is filled with United States, European and Japanese brands until 1990s. Promoted by government policy, many domestic brands emerge in 2000s. At this point, the Korean cosmetic brands entered Taiwan, making Taiwan cosmetic market more diverse and more competitive. The Korean cosmetic brands became more popular among the youth, and opened lots of stores. This study chose top 3 Korean cosmetic brands: The Face Shop, Skin Food, Etude House to understand what values the Korean cosmetic stores provide, and how the Korean cosmetic stores can survive and grow. So, this study has four major objectives: 1. To understand the correlation between service quality, customer value and customer satisfaction in Korean cosmetic stores. 2. To explore the impact of consumption emotions on customer satisfaction. 3. To understand the effect of country of origin on customer satisfaction. 4. To analyze the influence of different levels of consumer innovativeness on customer satisfaction. This study uses personal interview and online questionnaire to investigate the consumers of The Face Shop¡BSkin Food¡BEtude House.The results include: 1. Customer value is a mediator between service quality and customer satisfaction. 2. Different utilitarian values have no significant influence on customer satisfaction; different hedonic values have significant difference on customer satisfaction. 3. The main effects of country of origin, consumer innovativeness and consumption emotions have significant influence on customer satisfaction.

Electronic business covers the enterprise purchase and sale activities, collaboration between customers and partners, and inter-organizational electronic transactions. In the 21st century, the enterprise take Information Technology deeply to embed in each process (the Process Step), with the Internet technique that has become the indispensable kernel of competition in the business operations. After a number of semiconductor manufacturers participating in ¡§RosettaNet For Semiconductor Contract Manufacturing B2B Integration Project¡¨, it has been a necessary condition whether semiconductor manufacturers can provide customers with B2B information services now. However,the semiconductor manufacturers should be thinking how to meet the customers changing needs of B2B information service, how to integrate information, and how to synchronize induction environmental change. This research is based on ¡§the Impact of the QM practices on MC the capability mode¡¨. The B2B team members provide all of the ad hoc group for B2B project members' empirical perception to do the quality of B2B information services empirical analysis during implementation project. The objective aims to understand the impact of service quality for customer satisfaction. The result clearly indicates that the five dimensions will be a significant impact in B2B service quality for the enterprise information services, namely, small group problem solving, top management leadership for quality, information and feedback, supplier involvement and Process management. But if each dimension is to be analyzed individually, customer focus would impact on B2B information service quality. Generally speaking, the B2B team wants to enhance service quality, and then they should start with these five dimensions to proceed, and thereby to raise customer satisfaction. From the investing funds scale, they want to pursue efficiency, and almost each of semiconductor company has set up a similar B2B team to dominate the B2B project for customer service. Furthermore, this research used variables in the different conditions of demographic variables to summarize the diversity of satisfactions, and these analyses acquire the managerial implications that will be managers an important basis for improving the quality of B2B information services.

In these years, people¡¦s standard of living began to increase, so that the pattern of consumption is different from past way that pursued to meet the physical need. It means that the age of experienced economy is coming. Consumers require not only tangible goods or intangible services , but the satisfying and memorable consumer experiences. In addition, consumers want to get feeling from the products, and realize something from the process of consumption, so as to feeling toughed. These are the influence of customer emotions and touched circumstances known as ¡§Qualia¡¨. In this study, explanation of ¡§Qualia space design¡¨ as spatial environment design with five qualia factors: attractiveness, beauty, creativeness, delicacy, and engineering, then this study expect to construct scale of qualia space design through five qualia factors matrix with store atmosphere for measuring score of qualia space design and make it bring contribution to enterprises and academic field. The qualia space design appertains to static perception, but the experience marketing can be regard as dynamic feeling. So, this study explores these two variables relationship with customer satisfaction, customer loyalty, and purchasing intention by questionnaire survey. Among this, 363 valid questionnaires were returned, and this research use regression analysis to analyze relationship between variables. In general, the results show that qualia space design or experience value would improve customer satisfaction, and in turn, it would increases customer loyalty. As a result, the qualia space design and experience value are the one of important competitiveness in current high competitive environment.

Because TTL (Taiwan Tobacco & Liquor Corporation) has monopolized the domestic market of tobacco and liquor for a long time, the operating attitude focuses mainly on distribution. How to adjust the management tactics and remold the staff with corporatizational concept becomes the critical point for making a transition. Therefore, through the probe of interior and exteriot CSI (Customer Satisfaction Index) in Kaohsiung Operation Center of TTL to investigate the CRM (Customer Relationship Management), we hope to propose suggestions based on the research results. Via promoting the CRM mechanism, the corporation can offer high quality product or service, so as to fulfill the enterprise mission and the government policy of profit-making, and moreover, the goal to realize the corporate social responsibility and achieve sustainable development. Through collecting and analyszing materials by means of literature study and questionnaire investigation, the research obtains the following conclusion: 1. With respect to Customer Satisfaction, the best rating falls on "operating achievements" and "geniality;" 2. In the aspect of Customer Management, "customer segmentation" and "targeted customer" receive the highest rating; 3. "Mutual reliance" and "public praise" earn the best rating in the aspect of customer service; 4. "Service" ranks the highest in providing customer value; 5. "Market share" wins the best score in promoting value added for customer; 6. Among new staff, satisfaction goes to "public praise" and the "complementary distribution system;" 7. Staff with less education is more satisfied with "customer relationship," "high value in C/P" and "returning and exchanging goods;" 8. What senior retailers concern is the "corporate image;" 9. The big retailers are relatively satisfied with CRM; 10. Consolidate the responsibility for regional operation and construct prospect of enterprise development; 11. Set up market competition order and protect the health rights and interests of those who are under the age of 18.

Based on marketing control theory, The purpose of this study is to investigate the indirected relationships between internal marketing and customer orientation, and relationships between customer orientation and service quality. The lyric survey data by questionnaire is obtained from life insurance industry in Taiwan, items and constructs are developed through principal components analysis, and the causal links among internal marketing, work group socialization, job satisfaction, organization commitment, customer orientation are exiled by structural equation model (SEM). Besides, Person correlation is also used. This study finds that internal marketing will positively indirectly influent customer orientation through work group socialation, job satisfaction, organization commitment. Besides, work group socialization has the stringest effect on customer orientation in our model. Becauce it directly influents customer orientation and directly influenced by internal marketing. Based on the result of this study, mangers who would like to enhance employees¡¦ customer orientation behaviors must pay more attenuation to informal marketing control.

Abstract According to the report of the Directorate-General of Budget, Accounting and Statistics, the 68.98% GDP is come from service industries. There are more than three million people in service industries. And the most part of service industries is the banking industry. These banks have a very important question is how to live in the uncertainty environment and how to out standing in this industry. The high quality service is the solution for these questions. So, they have to raise their employees for the customer orientation. The internal marketing can help the banking industry that to build their staffs on the customer orientation. This research is talking about the HRM use the internal marketing to raise the customer satisfaction of employees, and the satisfaction can affect the performance of the staff and the customer orientation. In this study, the results show that: 1. The internal service quality of the HRM is related to the internal satisfaction, job performance and the customer orientation. 2. The target of sales in the customer orientation is not related to the internal service quality of the HRM, the internal satisfaction and the job performance. 3. The personal factors are different in the internal service quality of the HRM, the internal satisfaction, the customer orientation and the job performance. 4. The internal service quality of the HRM can affect the internal satisfaction, the customer orientation and the job performance. 5. The internal satisfaction can not affect the customer orientation and the job performance. 6. The customer orientation can affect the job performance. Key words: internal marketing, service quality, customer orientation, job performance, customer satisfaction, banking industry

In the recent years, due to the rapid advance of internet technology and its characteristics such as boundary-less, low cost, high-speed, and two-way communication, the airline companies have created websites and employed internet as a marketing tool to sell tickets directly to end-customers via the airline websites. This trend is gradually replacing the traditional technique such as selling the tickets via travel agencies. There are two major advantages of selling tickets via the airline websites. First, it could reduce the commission fee paid to the intermediary effectively; secondly, due to the utilization of electronic ticketing system, the airline companies could further reduce its overall operating cost by 10%. Thus, increasing number of firms, including the six major airline companies in Taiwan, in the airline industry are switching the ticket-selling channel to online-selling. However, it is uncertain whether the functional service provided by the airline companies in Taiwan meets the needs and expectation of the customers. Therefore, the survey developed in this research aims to confer three aspects of existing service of the major Taiwanese airline companies; these three aspects include: the service quality of the online ticketing system, customer satisfaction, and behavior intention. Furthermore, the research takes a step further to discuss the relationship between these three aspects and whether acknowledgement-differences occur between customer attribute and customer spending-behavior toward these three aspects. The findings of this research are as follows: 1. The five major factors that constitute service quality are positively related with customer satisfaction. Among the five, ¡§service convenience¡¨ has the greatest effect on customer satisfaction. 2. The five major factors that constitute service quality are highly and positively related with the ¡§customer loyalty¡¨ factor under the behavior intention aspect. 3. Customer Satisfaction is highly and positively related with the ¡§customer loyalty¡¨ factor under the behavior intention aspect; but it is unrelated with ¡§pay more¡¨ and ¡§switching and complaint¡¨. 4. The two Taiwanese airlines, China Airline and Eva Airline, which serves international route on a regular basis, outperforms the other four national airline companies ¡]Trains Asia Airways¡BFar Eastern Air Transport¡BMandarin Airlines¡BUni Air¡^on ¡§service tangibility¡¨ and ¡§service customization.¡¨ 5. The major customer for purchasing air tickets online is characterized by: younger age (21~35), high education, male and heavy internet user. Keywords: Service Quality, Customer Satisfaction, Behavior Intention,Online-Ticketing, Electronic-Ticket, Airline Companies

Abstract With the trend of liberalization in the domestic financial market in recent years, domestic banking, which operates conservatively all the time, encounters structural changes plus establishment of new banks, tremendous growth of direct finance, spread shortness of traditional deposit business and additional competition with non-bank organizations. Domestic banking has difficulty in making profits little by little and bank organizations adjust their operating strategy to response to these changes of new financial situation. Under the circumstances of decreasing spread of traditional deposit, fee income is regarded as another crucial source of banks¡¦ profits. Therefore, fortune management business becomes an objective that domestic banks and foreign banks strive for; thus, finance management service for banks¡¦ VIP becomes a significant part of banks¡¦ ¡§Fortune Management.¡¨ The objective of the thesis lies in discussing the research in operating strategy of fortune management business of banking. By means of understanding customers¡¦ opinions about service quality of fortune management business, customer satisfaction, trust, promise, e-commerce service and customer relationship management, and repurchase intention, adopt questionnaires issued to customers of banks which offer fortune management service in Kaohsiung City as information sources for empirical research. Then, compile statistics to gain information relevant to the research and propose the conclusion and suggestion. The thesis is expected to be beneficial for existing banks that offer fortune management service and prospective banking intends to add this service in drafting operating strategy, and make contribution to competent authorities of the government and savants related to the research.

THESIS ABSTRACT A Study of a Customer satisfaction and Operating Strategy of Financial holding company - An Empirical Study of Barits International Securities Company. The most important thing to 14 Taiwanese Financial holding companies is to find the market which is suitable to them. At the same time, financial holding companies should improve their service quality and customer satisfaction continually. Mega Holdings is one of the three biggest financial holding companies in Taiwan. Currently,Mega Holdings has its paid-up capital at NT$113,657 million and total consolidated assets at NT$2 trillion. Mega Holdings keeps developing financial derivative products to differentiate with other financial holding companies. So Mega Holdings is an ideal for us to study. Base on the five elements of service quality from Parasuraman et al¡O(1985), we develop six important items to customer satisfaction. They are ¡§professional knowledge¡¨, ¡§efficiency¡¨, ¡§security¡¨, ¡§charge negotiation¡¨ and ¡§IT system¡¨. According to these items, we proceed with our empirical study of Barits International Securities Company to know the degree of customer satisfaction and provide valuable references to long-term operating strategies for financial holding companies. Key words¡GCustomer satisfaction, Service quality, financial holding companies, Barits International Securities Company