Looking back the past and prospecting for the future, Taiwan¡¦s catering industry in the next 10 years will be facing stronger competitive threats including the stagnation of population growth, continuing increase of diverse caterings, rising costs and the moderation of the cross-strait relations. Encountering such outer changes, strengthening the core competencies and competitive advantages for satisfying the various customer demands and creating customer¡¦s value will be the only way to ensure the business stand in the position of not defeated. Restaurant industry is a kind of service industry; the service quality and customers¡¦ satisfaction are always the bases for its subsidence. This study aims to investigate effects of customers¡¦ perceived service quality, customers¡¦ satisfaction, and specific acts customers towards the restaurants. The statement provides the understanding of comprehensive perspectives of customers¡¦ sense, perception, service satisfaction and differences of demographic analysis. The quantitative method is adopted to realize the demographic influence on the customers¡¦ perceived service quality and satisfaction via the data collection of questionnaires. The analyzed data has proved that the customers¡¦ satisfaction and perceived service quality develops a positive influence of each other. It means that the better service quality perceived the higher customers¡¦ satisfaction received. ¡§Empathy, assurance and reliability¡¨ are the crucial elements of service quality. The factors for customers on different gender, at different restaurant location, by different number of diners and for different purposes of dinning can apparently impact on the outcome of customers¡¦ satisfactions. The key factors for increasing the catering competiveness rely on the ¡§service quality¡¨ and providing catering workers with trainings and cultivation on the realization of ¡§assurance, reliability and empathy¡¨. From the viewpoint of service quality and customers¡¦ satisfaction, the first-line service personnel usually play an important role for satisfying customers¡¦ needs, and their performance will significantly lead to the overall satisfaction and influence on the restaurant as well as the company.

As the take-off of ROC Economy and development of living quality of Taiwanese residents, Ministry of National Defense also began to focus on military benefits as governance emphasis, which also turned out an efficient way for each commanding officer to lead their troops. As foregoing, ROC Armed Forces widely establish Armed Forces welfare station in troops, providing variety of living necessity to soldiers. They may focus on army operational readiness training and be comfortable for living. Armed Forces welfare station unites several services and distributes daily necessity in military camp, including laundry, tailoring, hair-cutting, photo-developing, seal-engraving, dining, etc. It was hosted by Armed Forces in the beginning. Until 1998, the ROC Armed Forces supplied special fund to Armed Forces welfare station; all the operations are fully outsourced in order to increase efficiency and service quality. This study will target the personnel in Naval Recruit Training Center(NRTC) as questionnaire¡¦ samples and explore the service quality and customers¡¦ satisfaction of Armed Forces 503 welfare station. The correlation of the samples in this study is adapted to Parasuraman¡]1988¡^and ¡§Customer Satisfaction and Customer Experience¡¨ of Zeithaml & Bitner¡]2000¡^This study will be evaluated the service quality to the laundry section of Armed force 503 station with SERVQUAL framework and SPPS statistical program; analyzed valid questionnaires and explored the vivid interrelationship between service quality and customers¡¦ satisfaction. Excellent service quality may advance customers¡¦ satisfaction.

The purpose of this paper is to explore the consumers at Republic of China Marine Corps School Military 534 Camp Station and the relationship between their service quality, customer satisfaction, and loyalty, using the questionnaire survey method. 484 valid samples were retrieved, which then undergo SPSS statistical software analysis for descriptive statistical analysis and regression analysis. The analytical results showed that the various dimensions of service quality have positive correlations to the various dimensions of customer satisfaction, with significant effects. The dimensions of service quality are also positively correlated to the dimensions of loyalty, with significant effects. The dimensions of customer satisfaction are positively correlated to the dimensions of loyalty, with significant effects.

In this study, we research the relationships between knowledge management and service qualities. We try to found the concept and processes of applying knowledge management strategies to advance service qualities. The research is case study. The case company belongs to the service industry and is a local security company. The result of research shows that companies can apply knowledge management strategies to advance service qualities. Especially, the security or service industry offer product and service by ¡§people¡¨. They should apply knowledge management strategies more effectually. The companies can execute knowledge management eight-step of feedback system. They will create competitive advantage by advancing service qualities continually. Finally, we give case company and the security or service industry advice about advancing service qualities.

The telecom fixed line licenses were ratified and promulgated in March 2000, having made the telecom market in Taiwan step into a free competitive era. The telecom market was opened, and the market competition has become drastic.¡@Therefore, the service offered must be good and customer-oriented so as to raise customers¡¦satisfaction, to increase the Mobile Telecommunications market share percentage and to guarantee that Chunghwa Telecom can be sustainable. This research refers mainly to the ¡§SERVQUAL¡¨ concept mode presented in 1988 by Profs. Parasuraman, Zeitheml & Berry of Cambridge University in England. It adopts SPSS software as the tool in analyzing data based upon the Mobile Telecommunications customers in large Kaohsiung Area to investigate. The goals of this study are as follows¡G 1.Whether there is any tremendous difference between customers¡¦ expectation and recognition of service standard. 2.Whether there is any difference between the expectation of customers and telecom employees in the Mobile Telecommunications service quality. 3.Whether there is any difference between the recognition of customers and telecom employees in the Mobile Telecommunications service quality. 4.Whether there is any tremendous influence of customers¡¦ demographic variable on Mobile Telecommunications service quality. 5.To research on the relationship: ¡§active concerns¡¨, ¡§rapid responses¡¨, ¡§tangible reality¡¨ and ¡§secured reliability¡¨. 6.To research on the relationship: ¡§Active concerns¡¨, ¡§rapid responses¡¨, ¡§tangible reality¡¨, ¡§secured reliability¡¨ and service quality. After this study analysis ,the conclusion is made as follows¡G 1.The service standard which the customer expects, has no obvious difference with that the employees thought the customer has expected. 2.The service standard which the customer recognizes, has tremendous difference with that the employees thought the customer has recognized. 3.The Mobile Telecommunications service standard which a customer expects has big difference with what the customer recognizes. 4.The analysis of customers¡¦ demographic variables on whole awareness of the Mobile Telecommunications service quality shows that among the five customers¡¦ demographic variables there is only the fourth item, ¡§professional variable¡¨ has apparent difference. 5.The ¡§active concerns¡¨, ¡§rapid responses¡¨, ¡§tangible reality¡¨ and ¡§secured reliability¡¨ are related significantly and positively . 6.The regression analysis shows that the ¡§rapid responses¡¨ and ¡§ active concerns¡¨ have influence to the service quality.

This research is based on service quality extension model and SERVQUAL (Service Quality Scale), provided by Parasuraman, Zeithaml and Berry (1985,1988,1991), with 7 dimensions and 32 revised items related to service quality and overall satisfaction, to address the service quality gap of Taipower in Penghu area, and the differences in values of service quality level, perceived level and whole satisfaction level which are affected by different background variables, as well as service quality satisfaction level of various special services. In the end, this study proposes conclusion and suggestions to improve Taipower¡¦s management performance in Penghu area and stimulate enterprise on-going development. This study which sets up the target toward over 20 year-old consumes, the management level and employees of Taipower in Penghu area, is conducted with reference analysis and questionnaire survey. Conclusions are as follows: 1. On the average, in Penghu area, the service quality gap 2, 4, and 5 are significantly different, but gap 1, and 3 are no significantly difference. 2. Gap 6 ¡§the service quality delivered by employees¡§ and ¡§service quality perceived by customers¡¨ are significantly different. 3. On the average, in Penghu area, the management level and employees have significantly different perceptions of the whole service quality. 4. On the average, in Penghu area, the customers and local eletronics service providers have no significantly different perceptions of Taipower's service quality. 5. In Penghu area, the stations of users of Taipower have significantly difference perceptions of Taipower's service quality, the rest and different background variable all has no significantly difference. 6. In different ares, the satisfaction level of users of the different, special services adopted by Taipower is lower than 50%. 7. The satisfaction level from users in Penghu's surrounding islands, about Taipower's service quality, is higher than 50%. 8. Different interviewees have significantly different perceptions of Taipower's media PR and actual satisfaction degree. Based on conclusions mentioned above, this study provides suggestions as follows: 1. In system level, the unit is whole to combine, activate to organize effect and strengthen operation ability, as well as set up a complete audit and promotion system etc. 2. In management level, the company should use technology to summarize information, build communication and trust mechanism, responding a change, the labor altogether governs etc. 3. In execution level, the company should encourage life-long learning atmosphere, reinvigorate corporate thinking, and reactivate promotion system as well as reward giving etc. Key words: Penghu area, service quality, satisfaction level, PZB

The globalization and frequent contact with other nations not only change the private enteritis but also the governments. Government offices related to the public service are seeking ways to improve their efficiency and quality of service in order to boost the competitive advantage of the country. Household Registration Offices is one of the department in the government that closely connect to people¡¦s daily life and its performance represents a part of the government performance, too. Therefore, how to improve the efficiency of administration and service quality of Household Registration Offices is one of the hottest issues currently. The goal of this paper is to investigate how to improve the service quality and satisfactions of the Household Registration Offices in communities of the Kaohsiung county area. This research is based on the survey conducted in the communities within the Kaohsiung County, Taiwan. The design of the survey employs the modified SERVQUAL measure in the PZB service quality concept model combining with 5 major aspects of the Household Registration Offices : ¡§reliability¡¨, ¡§the ability to response¡¨, ¡¨availability¡¨, ¡§assurance¡¨ and ¡§carefulness¡¨ and the other 26 attributes to measure the difference between the service quality providing to the public and the services quality expected from the communities. Moreover, we have conducted deviation analyses on the service quality awareness and satisfaction of the Household Registration Offices according to the population variables in the communities. The analyses include statistic analyses such as description analysis, T test and ANOVA. The conclusion obtained is listed as following points: 1. The expectation to the service quality of the Household Registration Offices from the communities is between important and very important. 2. The actual satisfaction of the communities reports that the service quality provided by the Household Registration Offices is above the satisfy level. 3. The analyses show that the actual service quality observed by the communities and the expected service quality is significantly different. In general, the actual service quality provided is less than the service quality expected. 4.The statistical analyses show that variables such as ¡§gender¡¨, ¡§age¡¨, ¡¨education¡¨, ¡§Household Registration Offices district¡¨ and ¡§overall satisfaction¡¨ has significant differences in the awareness of the service quality. 5. The statistical analyses show that the ¡§age¡¨, ¡§Household Registration Offices district¡¨ and ¡§overall satisfaction¡¨ variables have significant differences in the level of satisfaction. Finally, base on the conclusion of the paper, we also provide suggestions on how to improve the service quality of the Household Registration Offices and its satisfaction rate. We hope our suggestions can be served as the reference for the future studies as well as the guidelines for the government departments.

ABSTRACT Traditional banks provide intermediary financial service by connecting with people under using operative efficiency and creating appropriate credit. However, in recent years, the financial industry in Taiwan suffered from more and more competitiveness, which resulted from unrestricting and internationalization and building financial center in Asia by Taiwan government, so the banks gain less and less profits. At the same time, because of the development of information technology and use of internet, every bank starts to setup its own homepage to provide internet service and gain the advantages of unlimited time, area, fewer cost and more customers from internet bank. The service quality is an important weapon for banks to compete. Although the form of Internet service is different from the traditional service, service quality is still the core competitiveness of the Internet bank. This study mainly investigated national banking website to realize their service functions. The basic structure accorded to the dimensions of SERVQUAL scale in service quality and integrated several traditional measuring factors of banking and modern references of Internet service quality. It also analyzed the relationships among service quality, user satisfaction and user loyalty that can strengthen the concept that increase service quality that also arouse competitiveness of banks. This study though practical research developed five dimensions of the scale, which included good image and assurance, reliability and convenience, price, empathy and customization, and the design of servicing system. After study process we can find: the reliability and convenience have the most affection in whole service quality and satisfaction. Otherwise, we can prove that good service quality will induce customers to raise their satisfaction and increase their loyalty. We can predict that service quality of Internet will be the usable weapon for bank to maintain customer loyalty after allowing setup the virtual Internet bank.

Over the past years, the rapid transformation in social vironment and the vigorous political development have stimulated the public to raise their demand for the government¡¦s administration and service quality. In order to elevate administrative effectiveness, increase competitiveness,and satisfy the public¡¦s demand for service quality, the government has undergone government renovation, the implementation of ¡§electronic government¡¨being part of this movement. Household administration, tax collection, traffic administration, and land administration are examples of computerization. Moreover, because the government budget is limited and affairs of land administration are complicated, it took more time to computerize land administration affairs. However, it has been implemented for some time, and the ¡§effectiveness¡¨is to be evaluated. ¡@¡@This study was to evaluate the effectiveness and quality of the service rendered by the Land Affairs Administration of Kaohsiung County after it implemented computerization. There are various scale methods which can be used to evaluate performance and degree of satisfaction. This study adopted the PZB model, proposed by Parsuraman, Zeithaml and Berry¡]1985¡^to analyze the differences in the cognition of service quality among the public, land administration supervisors, and employees. The finding would serve as scientific foundation for the land affairs administration to improve its service quality. The major finding was classified into four categories: (1) Some of the 25 survey items in Gap 1 and Gap 2 of service quality were rejected, (2) All the 25 survey items in Gap 3 and Gap 5 of service quality were rejected; (3) The satisfaction gap of the public was larger than that of paralegal service and brokers, (4) After examining the variance of sex, age, and education of the public, it was found that age was the most powerful varable. ¡@¡@This study found that the land administration supervisors obtained higher average scores on emphasizing service quality than those obtained by their public and employees counterparts, indicating that the supervisors attached more importance to service quality than the other 25 survey items, indicating that the administration should work hard to make things better. In addition, the public¡¦s mean score of satisfaction the brokers, indicating that the public were less satisfied than the paralegal service with the service quality offered by the land administration. This could be caused by the public¡¦s unfamiliarity with land administration laws and operating procedures, and has produced the differences in the cognition of service quality. The land affairs administration should pay attention to this phenomenon. The performance of land affairs administration offices should be evaluated based on the viewpoint of the public in order to provide service that meets the public¡¦s expectations. To remove all the gaps is what land affairs administration offices should do first in order to improve their service quality.

In the wave of globalization in recent years, in order to strengthen the competitiveness of their countries and make their administration meet the needs of the public, the governments of various countries have been trying their best to carry out different kinds of reforms. When extensively looking at most of these countries, it is found that their measures are generally based on two principles: reduction of administrative cost and promotion of efficiency. However, it has been examined and proved in history that under these principles, what the leading reformers always encountered were the ¡§double predicaments¡¨ they were beset with both at home and aboard. Therefore, in order to alleviate the predicaments, the administrative theorists and practicers thought of an idea of ¡§business government.¡¨ They intended to bring to government departments the concepts of risks, innovation and cost effects so as to promote the administrative effects, and remold the correctness and legitimacy of the ruling of the government. Peter F. Drucker once indicated in his book, ¡§Administrative Practices¡¨, ¡§The aims of business have to be existed beyond the business itself,¡¨ ¡§the aims of business have to be existed in society.¡¨ Comparatively speaking, the existence and reformation of the government have to take ¡§customer¡¦s value¡¨ as the major foundation of its administrative measures. It implies that people¡¦s voices should be added in the government¡¦s policies, and the government¡¦s administration should depend on ¡§customer orientation.¡¨ It also refers that a ¡§customer-oriented government¡¨ is a ¡§people-natured¡¨ government. Its ultimate purpose is to make people feel satisfactory. In Taiwan the computerization of household registration is one of the successful examples of reformation of the government. It takes the idea of ¡§customer-oriented¡¨ service as the base, adopts the advantages of information technology to replace the manual operation, rearranges the human resources and makes use of the simplification and innovation of servicing procedures. Consequently, it strengthens the two-way communication between the government and the public, and realize the provision of convenient service for citizens who are always regarded as ¡§the highest customers.¡¨ Based on these facts, the theories of the paper are established on the definition, origin and background of ¡§customer orientation.¡¨ It investigates its evolution in the development process of public administration and the application of its servicing spirit by the administrative departments of Taiwan. Household registration is the mother of general affairs. Not only the correctness of household registration affects the rights and obligations of people, even the population statistics of household registration is also an important reference for Taiwan government to plan their policies. Apart from promotion of the structural functions, will the computerization of household registration influence the quality and efficiency of the overall service? Taking the aspect of PZB service quality as the foundation, the paper designs a structural questionnaire for attaching to the random interviews, which are made with the people coming over to Household Affairs Department of Kangshan Town of Kaohsiung County to deal with their household registration problems. From the viewpoint of ¡§customer orientation,¡¨ the paper examines and verifies the meaning of computerization to the household registration departments of Taiwan and its influence to the administrative efficiency. The paper also investigates the public¡¦s satisfaction towards the overall service quality of the computerization of household registration, and how the household registration departments, after computerization at the current stage, will match the advanced information technology again, cross over various restrictions and create a new epoch of services.