As health care services get more competitive, the health care practitioners and academic researchers are increasingly interested in exploring how patients perceive their care quality and value, form their satisfaction levels and generate their behavioral intentions. Outpatient services provide an alternate setting for patients to have initial contact with health care providers. Besides, two-thirds of Taiwan¡¦s total NHI expenditure is spent on outpatient services. Thus, it is of great significance to note outpatients¡¦ perceptions of health care services. Drawing from marketing literature, perceived value can be viewed as the consequence of service quality and as the antecedent role of satisfaction and behavioral intentions. This study conducted empirical test an integrative model of customers¡¦ perceptions of outpatient services based on the established relationships among four key constructs (service quality, perceived value, satisfaction and behavioral intentions). First, this study conducted focus group discussion to identify the factors of quality of outpatient services as follows: (1) the personal interaction between medical staff and patients, (2) the assurance from medical staff, (3) the speed of timely access to a service, and (4) tangible aspect. Later, structural equation model was used to examine the research model which addresses the hypothesized relationships among the four constructs of interest in the health care industry. The main findings are summarized as follows: (1) perceive value had a greater direct influence on behavioral intentions than did service quality and patient satisfaction; (2) service quality had both an indirect effect (through perceived value and satisfaction) and a direct influence on behavioral intentions; and (3) both service quality and value are antecedents of patient satisfaction; the most important determinant of patient satisfaction is quality of health care. Finally, this dissertation ends with a discussion of the results and implications for the managerial practices, followed by suggestions for future research.

This research is based on marketing theory by utilizing content analysis. By the indepth interview and questionnaire in two dimensions of international hostel managers and dwellers in cross straits, using qualitied and quantified statistical tools, trying to comprehend the tendency of development of international youth hostels and predicting the future developments and directions. Besides, the measured standard of quality service and 8P of marketing mix examine nowadays managing situations of international youth hostels between cross straits, trying to find the diverseness of development as the basis of a comparision of cross straits, building informational cross-platform to reach bright future. The results of this research are not only beneficial to the managers of international youth hostels in Taiwan to understand the lack of management skills in developing international hostels in China, but helpful to investors from Taiwan. Furthermore, by analyzing the data of this research, the future development and service of the international youth hostels between cross straits pursue for high-quality management strategy. Facing to the economic hotels put premium on the competitive advantages of service quality, it is bound to improve the service quality. And by the pricing strategy, all the managers of international youth hostels of cross straits desire to attract customers by low pricing. This research provides those managers in the budding stage industries, and developes directions to achieve the vision of international hostels between cross straits.

Health care quality become an important issue of hospital¡¦s management while the change of external environment such as the National Health Insurance program implementation and continuously reformed. The medical market turned into the highly-competitive, and patients are more concern their right and the quality of health care. By health quality improvement, hospitals can reduce medical malpractice and decrease the costs of medical administration. Health service quality is also an important factor of patient satisfaction. Increasing health service quality not only can improve patient satisfaction but also increase patient loyalty. And patient can get better medical care through the improvement of health service quality. It will increase their satisfaction and loyalty of hospital. The long-term relationship between hospitals and patients will help hospitals built their better image and reputation. This study applies PZB model and health quality factors to survey gaps of health service, the difference of service quality, patient satisfaction and patient loyalty. The result shows that service quality and satisfaction have positive effect of loyalty. At last, according to critical study findings, this thesis proposes certain suggestion. Wish medical managers can use these results to explore the key problem of health service. Through improvement of health service quality, it may raise patient satisfaction and increase patient loyalty to the hospitals.

The biggest problem facing the groups of performing and visual arts is that the revenue and expenditure are unbalanced for a long time. Most of the art groups must raise money from enterprises or seek governmental subsidies. However, limited subsidies make it difficult for the art groups to manage their operations. A fundamental way is to set up foundations and let the audience understand and be familiar with art through popularizing it. Furthermore, it is essential to expand the audience base and to keep a long-term relationship with the audience via application of a concept of marketing to art marketing. In marketing, the service quality of the marketers is significant because it can influence customers¡¦ satisfaction, trust and loyalty. With the support of the loyal audience, enterprises can survive and the art groups can have sustainable operations. In this piece of research, the research object is performing and visual arts. It considers how the variables of influence (namely, substantial service, professional knowledge, interactive strength, reciprocal disclosure, cooperative will and recovery of critical event) affect the relationship quality (satisfaction and trust) and customer loyalty. Based on the finding of the present study, we conclude the following points: 1. The service quality of the visual arts marketers is slightly more important than that of the performing arts. An analysis of the data on relative appreciation shows that the service industry for both performing and visual arts marketing is approximately the same. In terms of relationship quality and customer loyalty and with respect to satisfaction, trust and loyalty, visual arts is slightly important than the performing arts. 2. Performing arts: the variables of influence on relationship quality show an apparent positive correlation. Influential variables on satisfaction are ¡§recovery of critical event¡¨, ¡§interactive strength¡¨, and ¡§professional knowledge¡¨ in order; influential variables on trust are ¡§reciprocal disclosure¡¨, ¡§cooperative will¡¨, and ¡§professional knowledge¡¨ in order. Relationship quality and customer loyalty presents a positive correlation. As to ¡§satisfaction¡¨, there is noticeable influence on customer loyalty. Each variable presents a noticeable positive correlation to customer loyalty. ¡§Reciprocal disclosure¡¨ has apparent influence on customer loyalty whereas the others do not have. 3. Visual arts: the influence variables on relationship quality present an apparent positive correlation. The variables of influence on satisfaction are ¡§recovery of critical event¡¨, ¡§interactive strength¡¨, and ¡§substantial service¡¨ in order; the variables of influence on trust are ¡§reciprocal disclosure¡¨, ¡§cooperative will¡¨, and ¡§professional knowledge¡¨ in order. Relationship quality and customer loyalty presents a positive correlation. The relevant intensity of the visual arts is greater than that of the performing arts. ¡§Satisfaction¡¨ and ¡§trust¡¨ both have apparent influence on customer loyalty, and ¡§satisfaction¡¨ is greater than ¡§trust¡¨. Each variable presents a noticeable positive correlation with customer loyalty. ¡§Professional knowledge¡¨ and ¡§interactive strength¡¨ both have apparent influence on the customer loyalty whereas the others do not have. 4. There is a remarkable differentiation among the variables of influence on relationship quality and customer loyalty in the performing and visual arts. With respect to relational selling behavior, the most noticeable one between the performing and visual arts is that marketing of the performing arts focuses more on population or small group marketing whereas marketing of the visual arts focuses more on customized marketing as a result of high price of creation. There is a remarkable differentiation between the performing and visual arts pertaining to the influence variables on satisfaction. Moreover, apart from the variables on ¡§reciprocal disclosure¡¨ and ¡§cooperative will¡¨ showing a remarkable differentiation, the remaining variables of influence on trust show remarkable differentiation. Concerning performing and visual arts, relationship quality of customer loyalty has noticeable variability and the variables of influence on customer loyalty show a remarkable differentiation.

Due to the growth of the national income and the increases of the medical knowledge of the general population, personal health was much more valued. The medical service market has reached an era of overall competition. One of the most important strategies for improving competitiveness is providing a better service quality. It relies on the realization of the medical demands of the patients. This study examined the major factors affecting patients¡¦ perception of cumulative satisfaction for rehabilitation services. The results show that patients usually get rehabilitation services from local hospitals and clinics. In addition, quality of interaction and quality of processes have significantly positive effect on both patients¡¦ satisfaction and loyalty. Quality infrastructure has significantly negative effect on patients¡¦ loyalty. Quality of object does not affect patients¡¦ satisfaction and behavior intention. The result can be used by the hospitals to reengineer and redesign creatively their quality management processes and the future direction of their more effective health-care quality strategies. Keywords: Service quality, Patient satisfaction, Patient behavior intention, Rehabilitation services

Abstract This research take ¡§the service quality¡¨, ¡§the customer degree of satisfaction¡¨ and ¡§the customer loyalty¡¨ is variable as the research, reads the domestic and foreign various experts to propose the research theory and the argument, and as studies the parent substance take ¡§some area Teaching hospital¡¨, in view of ¡§the populace who once arrived at some area Teaching hospital in hospital¡¨ are the sampling objects, carries on the paper questionnaire real diagnosis work, conducts the above three research variable mutual relatedness research. This research main discovery is: 1. ¡§The medical procedure¡¨ the partial degree of satisfaction and the patient loyalty ¡§will need the medical service regarding the medical service quality to come this courtyard again once more?¡¨Present that the intense forward relational existence. 2. ¡§The service result¡¨ the partial degree of satisfaction and the patient loyalty ¡§will need the medical service regarding the medical service quality to come this courtyard again once more?¡¨ Present that the intense forward relational existence. 3. ¡§The medical procedure¡¨ partial satisfaction and the patient loyalty ¡§the relatives and friends needs the medical service regarding the medical service quality to be willing to introduce this courtyard?¡¨ Present that the intense forward relational existence. 4. ¡§The service result¡¨ partial satisfaction ¡§the relatives and friends needs the medical service regarding the medical service quality in with the patient loyalty to be willing to introduce this courtyard?¡¨ Present that the intense forward relational existence. 5. (1) Demography and in the medical service quality's of variance analysis hospital ward environment facility degree of satisfaction, filling in artificial myself must myself have outside the remarkable difference regarding the hospital ward environment facility degree of satisfaction. (2) Demography and in the medical service quality's of variance analysis staff service attitude degree of satisfaction, filling in artificial myself must myself have the remarkable difference (3) Demography and in medical service quality of variance analysis knowing medical procedure degree of satisfaction regarding the staff service attitude degree of satisfaction, filling in artificial myself must myself have the remarkable difference and the female regarding the medical procedure degree of satisfaction compare the male to have the remarkable difference regarding the medical procedure degree of satisfaction. (4) Demography and in medical service quality's service result degree of satisfaction variance analysis knowing, filling in artificial myself must myself have the remarkable difference regarding the service result degree of satisfaction. 6. (1) Goes see a doctor the background and in medical service quality of variance analysis knowing hospital ward environment facility degree of satisfaction; Regarding chooses factor of this courtyard¡§to recommend, ¡§the good communications¡¨ for the relatives and friends¡¨, ¡§the medical skill to be wise¡¨ and ¡§the service attitude is good¡¨ the option to the hospital ward environment facility degree of satisfaction to have the remarkable difference. (2) Goes see a doctor the background and in medical service quality of variance analysis knowing staff service attitude degree of satisfaction, chooses in this courtyard the factor ¡§to be good for the service attitude¡¨ to goes see a doctor the background and the staff service attitude degree of satisfaction has the remarkable difference. (3) Goes see a doctor the background and in the medical service quality of variance analysis medical procedure degree of satisfaction, ¡§the relatives and friends recommend¡¨, ¡§the good communications¡¨, ¡§the medical skill to be wise¡¨, ¡§the service attitude to be good¡¨The option has the remarkable difference. (4) Goes see a doctor the background and in the medical service quality of variance analysis administrative efficiency degree of satisfaction, the option is ¡§the place is moderate¡¨, ¡§the medical equipment to be good¡¨ has the remarkable difference. (5) Goes see a doctor the background and in the medical service quality of variance analysis service result degree of satisfaction, the gynecology and obstetrics department has the remarkable difference compared to the surgical department: In hospital way outpatient service has the remarkable difference compared to the emergency medical treatment. 6. Customer sickness in medical service satisfaction which provides to the hospital by medical procedure part satisfaction and the service result actually important attribute. Has the intense predictive ability with the patient loyalty. Key words:Service Quality, Customer degree of Satisfaction, Patient Loyalty, local Hospital

Since Taiwan joined the WTO in 2002, the market has been gradually deregulated because of the impact of globalization. Take the airfreights forwarding industry as an example, due to the low entry threshold in Taiwan, the foreign investors has been adjusting their business operating strategy by taking Taiwan as a pre-enter step before investing China¡¦s market. The foreign investors are capturing the Asia Pacific Region¡¦s market distinctly with their strong funds and globalized information platform, which severely threatens the local enterprise. Therefore, to adjust operating strategy, to position the market and to promote competitive ability become the crucial tasks for local airfrights forwarding industry. The key element for obtaining customer¡¦s satisfaction and loyalty is to improve our service quality. This research takes airfreight forwarding industry as an object to explore how service quality influences customer satisfaction and enhances customer loyalty, which will further make business more profitable and even more valuable. Collecting and analyzing the related documents construct the primary structure of this research. The hypotheses and questionnaires are analyzed through SPSS statistical methods- reliability analysis, canonical correlation analysis and stepwise multiple regression analysis. The research has demonstrated: 1.The service quality has positive influence on the customer satisfaction 2.The customer satisfaction has positive influence on the customer loyalty 3.The service quality has positive influence on the customer loyalty

With the changing on network technology and Internet exchanges frequently, the Internet plays an important role in many people's lives, but also affects the learning, the change of the sale. The survey found that internet users are young than12-year-old is a rising trend. Therefore, construction of children's Web site to make children to feel about the vast Internet information in the information filtering case. Then, to provide a satisfactory experience for users of the site will affect the users of the site's views and re-visit frequently. This study aims to explore the impact on user perceived experience and loyalty of children's web-based service quality in order to understand whether website on providing service quality have different views in different a point of view, as the reference of site designer, web-site operators and follow-up study in the future. The results pointed out that in the course of children's website, the dimensions that the web-based service quality and perceived experience affect user¡¦s satisfaction and user¡¦s loyalty can be summarized as follows: (a) user¡¦s perceived experience of web site can directly impact on user¡¦s satisfaction and loyalty; (b) web-based service quality is required by the user satisfaction indirectly affects user¡¦s loyalty and demographic variables in the study of variable conditions sum up the differences. The management of meaning which are obtained by variance analysis will be able to serve as managers in improving the children's web-based service quality.

The purpose of the Sharing Economy is to exploit unused resources between people, as an alternative to buying new and owning themselves (Gansky, 2010). Gansky (2010) argues that a major reason why the Sharing Economy has grown in recent times is, besides from the recession and people’s increased environmental awareness, the urbanization which has made people move closer to each other and in to the big cities. This in addition to an increased use of GPS technology in smartphones enables people to be constantly connected to an ever-changing network. People now share and exchange services and products from each other. Sharing Economy businesses (SE businesses) enables this by facilitating the meeting and transaction, while at the same time capitalizing on it. What most established theories within the subject have in common is that they primarly describes what the Sharing Economy phenomenon is, but not how the SE businesses are working or could work with the business economics aspects such as quality assurance. Many SE businesses are building their brands as service companies and are therefore marketing themselfs as such. This despite the fact that these companies merely are enabling, and capitalizing on, individuals to connect. Hence, the SE businesses no longer own either the human or physical resources in the same way as traditional businesses would. Even so, these individuals are the public face of the companies. In order to continue to capitalize on the phenomenon it should be in the interest of the SE businesses to somehow work towards ensuring the quality of their services, but what happens when the resources are no longer owned by the company? The purpose of this study is to increase understanding of how SE businesses work with quality assurance of its services. There are in current time not many empirical studies on how SE businesses work with quality assurance from a business perspective. Therefore, this study intends to generate a theory based in reality. The researchers have used the grounded theory methodology. The companies that have been object of study are AirBnB, Lyft, Flexidrive and WorkaroundTown. One finding from the study is that the objects of study, the SE businesses, are working consciously on quality assuring their services through recruitment, training and feedback to their providers (the ones performing the services). Despite the fact that these companies only intend to work as an intermediary between users who want to share resources, the study has shown that the companies are focusing much on what could be compared to Human Resource Management.   Furthermore, the SE businesses are using tools that in different ways result in quality assurance. Standardized systems for reservations, payments and similar reduces the risk of errors. Systems for grading fulfill a purpose of incentives as well as a means of control for quality assurance. The building of a community contributes to the creation an artificial corporate culture where common values and quality assumptions are being established. New providers are being recruited, trained and shaped in a user community where quality and standards are already deeply rooted.   Finally, the study has shown that various tools are of various importances in the quality assurance work depending on the development on the SE business in question. As the service transactions between users are becoming more and more self-propelled, the company’s resources can shift from managing the main process towards managing supporting processes such as reactive processes, marketing and community building. / Sharing Economy, eller delningsekonomi som det översatts till på svenska, syftar till att utnyttja outnyttjade resurser människor emellan som ett alternativ till att köpa nytt och äga själv (Ganska, 2010). En stor anledning till varför Sharing Economy har växt sig stort under den senaste tiden menar Gansky (2010) är, förutom lågkonjunkturen och människors ökade miljömedvetenhet, den urbanisering som sker över världen där människor flyttar närmare varandra till de stora städerna. Detta tillsammans med en ökad användning av GPS-teknologi i mobiltelefoner gör det möjligt att i realtid vara uppkopplad mot ett ständigt föränderligt nätverk. Nu byter och lånar människor tjänster och produkter mellan varandra, med hjälp av Sharing Economy-företag (SE-företag) som faciliterar mötet och transaktionen och kapitaliserar på detta. Vad de flesta etablerade teorier i ämnet har gemensamt är att de mestadels beskriver vad fenomenet är och vilka aktörerna är som jobbar med det men inte hur SE-företagen arbetar eller kan arbeta praktiskt med företagsekonomiska områden som exempelvis kvalitetssäkring. Många SE-företag bygger sina varumärken som tjänsteföretag och marknadsför sig som tjänsteföretag trots att företaget egentligen bara möjliggör för, och kapitaliserar på, att privatpersoner kopplas samman. SE- företagen äger således inte längre de mänskliga eller de fysiska resurserna på samma sätt som traditionella företag gör. Trots det fungerar dessa privatpersoner som företagets ansikte utåt. För att kunna fortsätta kapitalisera på fenomenet torde SE-företagen på något sätt arbeta med att kvalitetssäkra sina tjänster, men hur går det till när resurserna inte längre ägs av företaget? Syftet med denna studie är att öka förståelsen för hur Sharing Economy-företag arbetar med kvalitetssäkring av sina tjänster. Då det i dagsläget inte finns många empiriska studier om hur SE-företag arbetar med kvalitetssäkring ur ett företagsekonomiskt perspektiv syftar studien till att med utgångspunkt i verkligheten generera teori. Forskarna har använt sig av grundad teori som metodik. De företag som studerats i denna studie är AirBnB, Lyft, Flexidrive och WorkaroundTown. Studien har visat att de undersökta Sharing Economy-företagen aktivt arbetar med kvalitetssäkring av sina tjänster genom såväl rekrytering, utbildning och återkoppling till sina providers (den som utför tjänsten). Trots det faktum att dessa företag i grund och botten endast ämnar fungera som en förmedlare mellan användare som vill dela resurser, så visar detta att de har ett stort fokus på vad som kan liknas vid Human Resource Management.   Vidare använder företagen olika verktyg i sitt arbete som på olika sätt leder till kvalitetssäkring. Standardiserade system för bokning, betalning och likande minimerar risken för att fel uppstår. Betygssystem fungerar som ett incitament såväl som ett kontrollmedel för kvalitetssäkring. Byggandet av ett community bidrar till att en artificiell företagskultur skapas där gemensamma värderingar och kvalitetsantaganden etableras hos företagens providers. Nya providers rekryteras in, utbildas och formas således i ett användarcommunity där kvalitet och standarder redan ska finnas djupt rotade.   Slutligen har studien visat att olika verktyg är olika viktiga och tar olika stor plats i kvalitetssäkringsarbetet beroende på i vilken fas Sharing Economy-företaget befinner. I takt med att tjänstetransaktionerna privatpersonerna emellan blir allt mer självgående skiftas fokus för företaget egna resurser från huvudprocessen till stödprocesser så som reaktiva processer, marknadsföring och community-byggande.

M. Tech. Business Administration / An efficient canteen that serves the needs of its employees leads to employee satisfaction and adds value to the organisation. Canteens in the service industry constantly need to re-align their service delivery and image to their client base in order to remain viable. Theoretical models have been widely used in the business environment to gauge customer satisfaction. Companies are constantly measuring service quality in an effort to improve turnover and increase their client base. The need to understand customer expectations on service quality was the key motivation behind this study. The study evaluated service quality as perceived by employees in an industrial canteen operating within the automotive sector using the five components of the service quality (SERVQUAL) model. Service delivery monitoring tools are necessary in a catering environment to enable staff and management to identify customer service areas requiring improvements. The quality of service delivery impacts on brand equity and loyalty.