本研究之主要目的在探討：服務傳送系統的意義與內涵為何？有線電視系統業者的服務傳送系統應該如何設計，方可導致良好的企業經營績效？有線電視系統業者將來在關於服務傳送系統上，重要的發展計劃為何？ 　　針對上述研究目的，以全省有線電視系統業者為對象抽樣，發出問卷107份，回收有效問卷27份。經由文獻探討，以及因素分析、集群分析、單因子多變量變異數分析、主成份分析、變異數分析，獲致下列發現： 　　1. 服務傳送系統的意義是“用系統的觀點來看前場服務之提供”。就此系統的目標而言，是提供服務去滿足顧客的需求；就其組成要素而言，可以用7Ps來表示，包括：產品或服務、訂價、地點或通路（含實體設備、環境及氣氛）、促銷、銷售過程、顧客參與、服務人員，而這些要素彼此之間有交互影響的關係。 　　2. 影響CATV系統業者設計其服務傳送系統型態的七個重要因素：注重客戶服務因素、不走低價競爭因素、注重節目因素、注重促銷因素、注重播送設備優劣因素、跟隨競爭者訂價策略、注重頻道數目眾多因素。 　　3. 將CATV系統業者就其服務傳送方式予以分群，可得到下列主要的六大集群： 　　一、強調節目，跟隨訂價群 　　二、不注重服務傳送系統群 　　三、頻道數目多，畫質佳群 　　四、全面重視6Ps，且價格稍高群 　　五、重服務、頻道多，跟隨訂價群 　　六、注重軟體群 　　其中第一、四、五、六群的績效較佳（績優組），第二和三群的績效較差（不良組）。 　　4. 績優組與不良組在服務傳送系統的作為上，主要是在“注重客戶服務”、“不走低價競爭”與“注重節目”三個因素有顯著差異。 　　5. 未來CATV系統業者有關服務傳送系統的重要計劃 　　在節目方面，未來十分強調自製節目的重要性，並將朝地方性、顧客參與性、文化知性及常態化的方向來努力。 　　在客戶服務方面，較注重提供資訊服務，以及透過市調、開放外界人士參觀、參與地方活動等方式，來加強與地方的互動程度。 　　在訂價方面，部分業者表示未來將朝分級收費、合理訂價來努力。 　　在促銷方面，較注重發行刊物、與異業合作設立有線電視加盟店，以及透過舉辦地方性活動來塑造公司形象。 　　在服務人員方面，由於目前有線電視人才普遍不足，所以加強人才培訓為各家系統業者的當前要務。 　　在服務流程方面，業者正朝向制定出一套完善、確實、電腦化的作業流程而努力。 / The purposes of this paper are: What is the service delivery system? What's the relationdhip between the service delivery system and the business's performance? The discories are: 　　1. The meaning of service delivery system is: To view the providing of front offece service with the point of view of system. The objective of the system is to satisfy the customers' demand. The subsystems are: product, pricing, place, promotion, process, participant and people. 　　2. There are 7 factors to affact CATV system operators designing their service delivery systems: emphasizing client service factor, resisting low price competition factor, emphasizing programs factor, emphasizing promotion factor, emphasizing equipment factor, emphasizing the numbers of channel, price following factor. 　　3. The are 6 groups: 1)emphsizing program, price following group 2)taking little consider of service delivery system group 3)many channels group 4)good service delivery system ,and high pricing group 5)emphasing service and channel, price following group 6)emphasing software group

No description available.

Thesis (M. Development and Management)--North-West University, Potchefstroom Campus, 2006.

<p>The purpose of this research is to determine employee satisfaction towards union service delivery and the effect it might have on their motivation. For the purposes of the research, the term customer applies to all union members being serviced by the union and enjoying benefits of negotiations at a centralised or de-centralised level. More generally, trade unions and collective bargaining are seen to enhance the dignity of workers and their control of their working lives, hence the important role trade unions play within the workplace. Service deliveries from a trade union to its members are an important element of employee behaviour and motivation. The research will aim to&nbsp / measure union member&rsquo / s (customer) satisfaction of the service they receive from their union and the impact it possibly has on otivation. The hypothesis of the research is that if workers are satisfied by the service they receive from their trade union their motivational levels will also be high. Alternatively, if workers are dissatisfied by the service they receive from their trade union, their motivation will be low. A Biographical questionnaire, the Organizational Motivation Questionnaire (OMQ) and the Service Quality Questionnaire was administered to respondents to elicit responses on how the aspects of union service delivery impacts on their motivation in the workplace.&nbsp / The results emanating from the current study indicate that there are statistically significant relationships between work content, payment, promotion, recognition, working conditions, benefits, personal, leadership/ supervision, general and work motivation and satisfaction in the technical department of a media organisation in the Western Cape. Furthermore, results show the nine independent variables (work content, payment, promotion, recognition, working conditions, benefits, personal, leadership/ supervision and general) significantly explained the variance in work motivation and service-delivery. The study also shows a statistically significant difference in motivation and job-satisfaction based on the biographical variables (gender, home language, marital status, age, race, job classification, education, qualifications, job grade and tenure). Multiple regression analysis revealed these variables significant explained the variance in job satisfaction and motivation. The results reveal some interesting insights into the relationship between union service delivery, motivation and job satisfaction amongst unionised workers in a media organisation in the Western Cape. Recommendations are made with respect to the management of this focal area of research.</p>

<p>The birth of democracy in South Africa in 1994 not only meant the end of apartheid, but also served as the catalyst for community participation in the affairs of local government. Despite the creation of an enabling environment, i.e. the adoption of the concept of Developmental Local Government and Integrated Development Planning Framework to ensure the participation of communities, public participation remains contested today and still does not achieve its expected results. A range of problems besets public participation in governance and development planning. Accordingly, this thesis presents a case study of the barriers to meaningful public participation as well as exploration of the context and extent of public participation in Ward 28, Elsies River, Cape Town, South Africa. The investigation examined the link between public participation, development planning and service delivery. In order to achieve the stated aim, the researcher employed a combination of quantitative and qualitative methods including secondary analysis, observation, informal interviewing, focus group discussions as well as the administration of a structured questionnaire to various stakeholders. Based on the empirical results of this research, the study provides a number of developmental guidelines and public participation recommendations to enhance planning and service delivery, especially in poor communities.</p>

The primary aim of this thesis was to undertake research in a Higher Education and Training Institution in a Provincial Government Department in the Western Cape to determine which variables affect the services that are being delivered and the quality of the services and how these services could be improved. The population selected for the purpose of the research was a large number of students at a Higher Education and Training Institution in a Provincial Government Department in the Western Cape. A research sample represented by a subset of participants from this organisation was selected. A biographical questionnaire and the SERVQUAL questionnaire were administered to a sample of 130 students enrolled at a Higher Education Institution in the Western Cape. The results indicate that there are significant relationships between selected biographical variables and perceptions of service quality. Moreover, there were also statistically significant differences in perceptions on the variables Reliability, Responsiveness, Assurance, Tangibles and Empathy. Tentative conclusions can be drawn from the results and recommendations regarding future research are highlighted.

No description available.

The programmable network envisioned in the 1990s within standardization and research for the Intelligent Network is currently coming into reality using IPbased Next Generation Networks (NGN) and applying Service-Oriented Architecture (SOA) principles for service creation, execution, and hosting. SOA is the foundation for both next-generation telecommunications and middleware architectures, which are rapidly converging on top of commodity transport services. Services such as triple/quadruple play, multimedia messaging, and presence are enabled by the emerging service-oriented IPMultimedia Subsystem (IMS), and allow telecommunications service providers to maintain, if not improve, their position in the marketplace. SOA becomes the de facto standard in next-generation middleware systems as the system model of choice to interconnect service consumers and providers within and between enterprises. We leverage previous research activities in overlay networking technologies along with recent advances in network abstraction, service exposure, and service creation to develop a paradigm for a service environment providing converged Internet and Telecommunications services that we call Service Broker. Such a Service Broker provides mechanisms to combine and mediate between different service paradigms from the two domains Internet/WWW and telecommunications. Furthermore, it enables the composition of services across these domains and is capable of defining and applying temporal constraints during creation and execution time. By adding network-awareness into the service fabric, such a Service Broker may also act as a next generation network-to-service element allowing the composition of crossdomain and cross-layer network and service resources. The contribution of this research is threefold: first, we analyze and classify principles and technologies from Information Technologies (IT) and telecommunications to identify and discuss issues allowing cross-domain composition in a converging service layer. Second, we discuss service composition methods allowing the creation of converged services on an abstract level; in particular, we present a formalized method for model-checking of such compositions. Finally, we propose a Service Broker architecture converging Internet and Telecom services. This environment enables cross-domain feature interaction in services through formalized obligation policies acting as constraints during service discovery, creation, and execution time. / Das programmierbare Netz, das Ende des 20. Jahrhunderts in der Standardisierung und Forschung für das Intelligente Netz entworfen wurde, wird nun Realität in einem auf das Internet Protokoll basierendem Netz der nächsten Generation (Next Generation Network). Hierfür kommen Prinzipien aus der Informationstechnologie, insbesondere aus dem Bereich dienstorientierte Architekturen (Service-Oriented Architecture / SOA) für die Diensterstellung, -ausführung und -betrieb zum Tragen. SOA bietet hierbei die theoretische Grundlage für Telekommunikationsnetze, vor allem jedoch für die dazugehörigen Dienstplattformen. Diese erlauben dem Telekommunikationsbetreiber seine Position in einem offenen Marktplatz der Dienste auszubauen. Dazu bedarf es allerdings möglichst flexibler Dienstumgebungen, die die Kooperation zwischen Dienstanbietern und Nutzern aus unterschiedlichsten Domänen durch Unterstützung geeigneter Werkzeuge und Mechanismen fördert. Im Rahmen dieser Dissertation definieren wir aufbauend auf Forschungsergebnisse im Bereich Overlay-Netze, Netzabstraktion und Zugriff auf exponierte Dienste eine Service Broker genannte Dienstumgebung für konvergente Internet- und Telekommunikationsdienste. Dieser Service Broker stellt Mechanismen für die Komposition von Diensten und Mediation zwischen unterschiedlichen Dienstparadigmen und Domänenspezifika beim Dienstaufruf zur Verfügung. Der Forschungsbeitrag dieser Arbeit findet auf unterschiedlichen Ebenen statt: Aufbauend auf einer Analyse und Klassifikation von Technologien und Paradigmen aus den Bereichen Informationstechnologie (IT) und Telekommunikation diskutieren wir die Problemstellung der Kooperation von Diensten und deren Komposition über Domänengrenzen hinweg. In einem zweiten Schritt diskutieren wir Methoden der Dienstkomposition und präsentieren eine formalisierte Methode der modellbasierten Diensterstellung. Der Schwerpunkt der Arbeit liegt auf der Spezifikation der Service Broker Dienstumgebung und einem zugrundeliegenden Informations- und Datenmodell. Diese Architektur erlaubt die Komposition und Kooperation von Diensten über Domänengrenzen hinweg, um konvergente Internet- und Telekommunikationsdienste zu realisieren. Hierfür wird ein auf Obligationspolitiken basierendes Regelsystemformalisiert, das Interaktionen zwischen Dienstmerkmalen während der Diensterstellung und -ausführung definiert.

This study is an in-depth empirical investigation that seeks to compare consumer expectations to perceptions in the delivery of service within community banks in the southern United States. It has as its aim to develop a useful instrument to evaluate service quality by comparing consumer expectations to their perceptions of delivered service. An additional purpose is to determine bank chief executive officers’ ability to predict consumer expectations in the area of service delivery. The theoretical portion of the study focused upon a review of the history of banking in the United States and its subunit, the State of Texas, which is uniquely different from the banking systems of Europe and Asia. The literature was also examined to review service quality and customer satisfaction. In order to examine methods to predict service quality in community banks, an investigation was carried out among consumers of fifteen community banks in the southern United States. The collection of the data was driven by six research hypotheses and involved two questionnaires. One questionnaire ask for customer expectations versus perceptions. A second questionnaire required the chief executive officers of the consumers’ banks to state their perceptions of what their consumers expected in the way of service delivery. The main findings of the research built upon and extended the research by Ittner and Larcker (1996) which noted that the three prime components of customer satisfaction revolved around three specific antecedents—perceived quality, perceived value, and customer expectations, the study strongly reinforced and confirmed the importance of the three antecedents. This study indicated that while expectations are very high, perceptions are also high, but not as high as expectations. Milligan (1995) advanced the idea that it should be obvious that the element of service quality was the primary driver in bank selection, but no confirmation study was made by him or others comparing the five factors (service quality, location, advertising, recommendation of others, and service charges/fees). This study concluded that service quality was the most important factor in the selection of a community bank in the southern United States. With no specific literature relating specifically to bankers’ perceptions of service delivery expectations by consumers, one of the most significant findings in this study noted that 77.3 percent of the responses to the questions indicated a match of bankers’ perceptions with consumers’ expectations. While outcomes indicated that perceptions were equal to or greater than expectations, this does not conclusively prove that satisfactory service quality will tend to be associated with outcomes equal to or above expectations. This could indicate that the customers did not expect much in the way of outstanding service. Based upon results obtained from surveys, there appears to be a high likelihood that a bank could reasonably predict the retention of customers using the overlaid plots that in this study show high expectations and high perceptions. However, this study could not conclusively substantiate that gender, income, and education impact service quality in community banks. Given the limited amount of literature relating to the delivery of service quality by community banks in the United States, this study provides both researchers and practitioners an empirical study of both consumers’ and bankers’ expectations and perceptions of service delivery, which had not been fully explored in the past.

The basis of my study is the belief that governance of the local delivery of health could usefully include full and wide community representation and participation by the stakeholders and the larger community. The study was initially carried out in 2003 and now the same clinic has been targeted to carry out an update to see whether the perceptions have changed; if so why and if not what the status is. This study investigates the proposition that if communities do not participate in policy formulation processes, implementation is crippled. The case study is of free health-care policy in a small area of Pietermaritzburg, the Mpumuza area. This area is chosen because it has a local clinic that is being used by the local people to get free primary health care services, covered by the national policy. My interest in the study is influenced by the role I played as a public servant within the district Department of Health one and a half years ago. I dealt, on a daily basis, with service delivery (with a focus on facilitation of the process of service delivery). My interest is to know how the processes of policy development unfold in practice. The study will be examining what the different writers allude to in relation to policy formulation and implementation, the legislative framework pertaining to health policy, the actual case study and finally the conclusions drawn and recommendations, which are open for further exploration in other studies. The study looks at the impact of lack of involvement of the community members (who are at the receiving end) and the role of service providers (who for the purposes of this study will be confined to the nurses that offer the health services at the specific local clinic). Basically the study found that the subject of involving communities in policy formulation is a crucial one if the policy is to be successfully implemented and these are detailed later in the document. / Thesis (M.Soc.Sc.)-University of KwaZulu-Natal, Pietermaritzburg, 2007.