Este trabalho tem como objetivo estudar a qualidade na prestação do serviço público de licenciamento ambiental de Porto Alegre através da análise das percepções e expectativas de funcionários e clientes do serviço. Para tanto foi realizada uma pesquisa exploratória através de entrevistas e grupos focados envolvendo funcionários e clientes do serviço de licenciamento prestado pela Secretaria Municipal do Meio Ambiente de Porto Alegre (SMAM). A qualidade dos serviços foi estudada através da identificação dos atributos envolvidos neste aspecto do serviço prestado. Os resultados possibilitaram identificar os seguintes atributos: padronização dos procedimentos, comunicação, orientação dos processos ao cliente, agilidade, atendimento, fiscalização, interação entre secretarias, competência e coerência das legislações. Foi possível desenvolver um modelo conceitual contendo os elementos e relacionamentos identificados e alguns complementos indicados na literatura. O relacionamento entre os atributos foi organizado em quatro níveis subordinados: (i) qualidade percebida diretamente pelo cliente, (ii) determinantes dos clientes, (iii) processos e procedimentos e (iv) estruturas gerenciais. Como conclusão deste trabalho teve-se a confirmação de que o estudo da qualidade na prestação de serviços públicos, como o de licenciamento ambiental, permite relacionar os elementos essenciais e identificar oportunidades de melhoria. Este trabalho também auxilia a confirmar que cada tipo de serviço exige o desenvolvimento de seu próprio modelo conceitual, em função das especificidades existentes. / The purpose of this work is to study the quality of public services of environmental permission at Porto Alegre through the analysis of perceptions and expectations of employees and customers. For that purpose, an exploratory investigation using personal interviews and focus groups with employees and customers of the permission service was conducted. The level of service quality was evaluated through the identification of the attributes involved in providing the service. The results enable to identify the following attributes: standardization of procedures, communication, orientation of processes to customer, agility, customer service, inspection, interaction among government departments, competence, and coherence of legislations. It was possible to develop a conceptual model including the identified elements and relationships, and some findings of the literature. The relationship among the attributes was arranged in four dependents levels: (i) quality directly observed by customers, (ii) customers determinants, (iii) process and procedures, and (iv) managerial structures. This work confirms that the study of quality in public services, as the environmental permission one, allows unveiling essential elements and relationships, conducting to the identification of improvement opportunities. This work also helps to confirm that each kind of service involves the development of its own conceptual model, due to inherent specificities.

Este trabalho tem como objetivo estudar a qualidade na prestação do serviço público de licenciamento ambiental de Porto Alegre através da análise das percepções e expectativas de funcionários e clientes do serviço. Para tanto foi realizada uma pesquisa exploratória através de entrevistas e grupos focados envolvendo funcionários e clientes do serviço de licenciamento prestado pela Secretaria Municipal do Meio Ambiente de Porto Alegre (SMAM). A qualidade dos serviços foi estudada através da identificação dos atributos envolvidos neste aspecto do serviço prestado. Os resultados possibilitaram identificar os seguintes atributos: padronização dos procedimentos, comunicação, orientação dos processos ao cliente, agilidade, atendimento, fiscalização, interação entre secretarias, competência e coerência das legislações. Foi possível desenvolver um modelo conceitual contendo os elementos e relacionamentos identificados e alguns complementos indicados na literatura. O relacionamento entre os atributos foi organizado em quatro níveis subordinados: (i) qualidade percebida diretamente pelo cliente, (ii) determinantes dos clientes, (iii) processos e procedimentos e (iv) estruturas gerenciais. Como conclusão deste trabalho teve-se a confirmação de que o estudo da qualidade na prestação de serviços públicos, como o de licenciamento ambiental, permite relacionar os elementos essenciais e identificar oportunidades de melhoria. Este trabalho também auxilia a confirmar que cada tipo de serviço exige o desenvolvimento de seu próprio modelo conceitual, em função das especificidades existentes. / The purpose of this work is to study the quality of public services of environmental permission at Porto Alegre through the analysis of perceptions and expectations of employees and customers. For that purpose, an exploratory investigation using personal interviews and focus groups with employees and customers of the permission service was conducted. The level of service quality was evaluated through the identification of the attributes involved in providing the service. The results enable to identify the following attributes: standardization of procedures, communication, orientation of processes to customer, agility, customer service, inspection, interaction among government departments, competence, and coherence of legislations. It was possible to develop a conceptual model including the identified elements and relationships, and some findings of the literature. The relationship among the attributes was arranged in four dependents levels: (i) quality directly observed by customers, (ii) customers determinants, (iii) process and procedures, and (iv) managerial structures. This work confirms that the study of quality in public services, as the environmental permission one, allows unveiling essential elements and relationships, conducting to the identification of improvement opportunities. This work also helps to confirm that each kind of service involves the development of its own conceptual model, due to inherent specificities.

The purpose of the study is to analyze whether perceived customer service directly related to customer satisfaction regarding the National Alcohol & Liquor Factory (NALF) customers in Addis Ababa. The findings of the study indicated that five service quality dimensions were positively related to overall service quality and are indeed drivers of service quality which in turn has an impact on customer satisfaction. The study findings also indicated that all the standardized coefficients relating the service quality dimensions to overall service quality and to customer satisfaction have the expected positive sign and are statistically significant.

The purpose of the study is to analyze whether perceived customer service directly related to customer satisfaction regarding the National Alcohol & Liquor Factory (NALF) customers in Addis Ababa. The findings of the study indicated that five service quality dimensions were positively related to overall service quality and are indeed drivers of service quality which in turn has an impact on customer satisfaction. The study findings also indicated that all the standardized coefficients relating the service quality dimensions to overall service quality and to customer satisfaction have the expected positive sign and are statistically significant.

In 2012, the CIA World Fact Book showed that the service sector contributed about 76.6% and 51.4% of the 2010 gross national product of both the United States and Ghana, respectively. Research in the services area shows that a firm's success in today's competitive business environment is dependent upon its ability to deliver superior service quality. However, these studies have yet to address factors that influence customers to remain committed to a mass service in economically diverse countries. In addition, there is little research on established service quality measures pertaining to the mass service domain. This dissertation applies Rusbult's investment model of relationship commitment and examines its psychological impact on the commitment level of a customer towards a service in two economically diverse countries. In addition, service quality is conceptualized as a hierarchical construct in the mass service (banking) and specific dimensions are developed on which customers assess their quality evaluations. Using, PLS path modeling, a structural equation modeling approach to data analysis, service quality as a hierarchical third-order construct was found to have three primary dimensions and six sub-dimensions. The results also established that a country's national economy has a moderating effect on the relationship between service quality and investment size, and service satisfaction on investment size. This study is the first to conceptualize and use the hierarchical approach to service quality in mass services. Not only does this study build upon the investment model to provide a comprehensive decision model for service organizations to increase their return on investment but also, provides a congruence of work between service quality and the investment model in the management and decision sciences discipline.

<p>A study on a Turkish Pension Company to find out customers' perception about services quality regarding to five dimensions in Rater model (reliablitity, assurance, tangibility, sympathy and responsiveness); from result of this study, the company can improve its services quality.</p>

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This study is to discuss the service quality electronic components manufacturers can provide. 120 questionnaires were mainly from three groups: (1)Electronic parts and components manufacturers; (2)Optoelectronic manufacturers; and(3)Semiconductor manufacturers. The goal of this study is to investigate the six supplier¡¦s service quality dimensions (service reliability, credibility, service competence, internal organizational communication, service flexibility and financial trust) on customer satisfaction and behavioral intentions relationship. This study is based on the ¡§SSQSC¡¨ model which has been applied in the Indian manufacturing industry. The conclusions of this study are presented as follows: 1.The two dimensions ¡§credibility¡¨ and ¡§internal organizational communication¡¨ have significant effects on customer satisfaction. 2.The two dimensions ¡§service reliability¡¨ and ¡§internal organizational communication¡¨ have significant effects on behavioral intention. The conclusions above are significant to the management in the following aspects. 1.Work experience differences in some dimensions will affect the satisfaction. 2.Company size will affect customer satisfaction. The larger the company size, the higher the customer satisfaction. However, this does not apply on very large size companies. 3.The number of employees will affect customer satisfaction. Companies with more than a certain number of employees can provide better services. However, this does not apply on very large size companies. 4.The top three services that respondents are most satisfied with are: (1) Service competence (2) Internal organizational communication (3) Service reliability. On the other hand, the top three services that respondents are most dissatisfied with are (1) Finance Trust (2) service flexibility (3) credibility. It is proposed that suppliers can further strengthen the credibility dimension, which has the most significant impact on customer satisfaction in the result of this study.

Online music has become an important commercial possibility in the music industry. However, according to the marketing research of Market Intelligence & Consulting Institute on 2009, there¡¦re only 17.6% of those web users willing to pay for online music. Hurley and Estelami (1998) mentioned that the service quality will affect the customer satisfaction. Superior service quality will have a positive effect on customer satisfaction, and proceed to affect the customer¡¦s repurchase intentions and behavior. In this research, we tried to find the relationship between service quality and customer satisfaction for online music. The main aspects of online service quality are informativeness, selection, portability, convenience, perceived enjoyment, and Idolization. In this research, we collected data of online music in Taiwan by conducting a survey on the Internet. It¡¦s found that selection, convenience, perceived enjoyment, and Idolization have a positive influence on customer satisfaction based on statistical analysis. Above all, the aspect of convenience is highly relative to customer satisfaction. As a result, the author suggests that online music should add more functions according to the four aspects mentioned above.

As the economic developing, the demanding for various kind of medical and health caring is rising for the people in Taiwan and it lead to a more competitive medical market. The average life for people in Taiwan is getting higher, nevertheless, the population that suffering from chronic diseases is growing. However, people are expecting a considerate medical service. Therefore, how to increase the service efficiency and quality, and maintain the patient¡¦s right and further rising the satisfaction are becoming important issues for the medical institutes and the government. After the National Health Service was carried out in March, 1995, an enormous and constructive change has revealed. As the government finance has getting worse, the Bureau of National Health Insurance conducted the budget control policy in July, 2002. This policy caused the profit of medical institutes was reducing and the cost was getting higher. Besides, more and more new competitors joined this medical market, and plus, people asked for a better medical service and quality, medical institute is no longer profitable. In order to improve the circumstance, the medical institutes devoted in promoting the service quality and patient¡¦s satisfaction to maintain the fully support from the patients. This research is probe to one major medical center in South of Taiwan and to invest its medical service quality and the return willing of the patient. We released 400 questionnaires and 367 returned validly, the recycling rate is 91%. We adopted SPSS for windows 17.0 as the main tool to analyze the data and get the following conclusion: the medication environment and expectation, the process and the accuracy of diagnose, the waiting and diagnose hour, the attitude of nursing staff, the diagnose service and the return willing are all obvious. Meanwhile, the hardware and software of the medical institute, the service attitude of the nursing staff is greatly affecting the return willing of the patient. Therefore, the management of medical institute should think highly of the above sectors as main strategy to increase the return willing of the patient. And we will have better medical service.