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Due to the development of society, the rise of living standards, the increase of population, the availability of information, and the establishment of health care systems, the medical industry is not as prestigious as it was in the past. Under the economy where the market is changing from supplier-oriented to consumer-oriented, competitions between various medical facilities and patients¡¦ demands for better medical care quality grow, which then result in the rise of medical risks. Medical institutions no longer just focus on the treatment effects, but must also fully understand the conditions of the patients and effectively manage and utilize the resources at hand in order to raise the treatment quality and to stand above other competitors. The purpose of this research is to identify the various factors that prompt patients to seek medical treatments, and to raise patients¡¦ satisfaction and faithfulness towards medical institutions. The research was carried out using a survey/questionnaire approach. Patients that have been to two or more dental clinics were asked to participate in the survey, and those who were interested were chosen. The PZB service quality SERVQUAL scale was used. Out of the 150 questionnaires distributed, 123 were retrieved (82%), and 111 of those retrieved were valid for consideration (74%). The survey showed that (1) a gap exists between patients¡¦ expected treatment service and the actual service received; (2) patients hold high expectation towards the service quality; (3) patients decision to switch clinics partially depends on the received service; (4) the main factor that prompt patients to switch clinics is their concerns towards the ability of their doctors/physicians; (5) Instead of the actual service, assurance and reliability are more essential to the patients; and (6) clinics showing sincerity and making sure the patients feel secure are most important towards the patients. The research concludes that patients choose their medical institutions base on the received services. The five aspects of service all have almost equal importance, and all are influential towards patients¡¦ choices of medical institutions.

Since October 1999, Kaohsiung City Government has contracted for operating and managing senior-citizen activity centers to eight non-profit organizations. The purpose of the research is to evaluate service performance, service satisfaction and service quality of senior-citizen activity centers and explore the differences between those with contracting and without contracting. The population is the users of 23 senior-citizen activity centers of Kaohsiung City. Using structured questionnaires, face-to face interview and purposive sampling, the data was collected. The results of study revealed: in contracting centers, women had more service satisfaction than men did. The users with lower educational backgrounds had higher service satisfaction. However, in centers without contracting, the high frequency users had higher service satisfaction. Four significant differences were found between centers with or without contracting: ¡§service satisfaction¡¨, ¡§environment and facilities¡¨, ¡§management and administration¡¨ and ¡§service attitude¡¨. The users of contracting centers gave better performance score than the users of centers without contracting. No significant difference was found in ¡§service outcome¡¨. There were five factors influenced the users¡¦ service satisfaction in contracting centers: ¡§environment and facilities¡¨, ¡§management and administration¡¨, ¡§service attitude¡¨, ¡§service outcome¡¨ and ¡§interpersonal relationships¡¨. These five factors explained 75% variance of the regression model. However, in centers without contracting, three factors influenced the users¡¦ service satisfaction: ¡§management and administration¡¨, ¡§service attitude¡¨ and ¡§interpersonal relationship¡¨. These three factors explained 72% variance of the regression model. Furthermore, the researcher ranked the scores of service performance of the eight contracting centers and compared them with the rank list evaluated by Bureau of Social Affairs in 2004. The comparative results were not the same. It indicated that higher grade evaluated by Bureau is not necessarily got the higher levels of service performance and satisfaction experienced by users. At last, according to the results of the study, researcher provided practical guidance for policy considerations by municipal managers and administrators.

<p><font size="3"> <p>Namibia has recorded an ascending trend of maternal and neonatal mortality rate from 225 &ndash / 449 per 100 000 women from 1992 to 2006, and 38 &ndash / 46 per 1000 live births from 2000 to 2006 respectively. Kavango Region in Namibia is one among the top seven regions with high maternal and infant mortality rate. Most pregnant women in peri-urban areas of Rundu District in the Kavango region, where this study was conducted, attend ante-natal care services but do not use public health facilities for delivery. The health records from the public health facilities in Rundu, especially from Nkarapamwe clinic and Rundu Hospital maternity section, reveal that although the pregnant women comply with the required standard policy of a minimum of three visits per pregnancy or more, over 40% of women who attend public ante-natal care clinics do not deliver in the public health facility. The aim of this study was to explore the perceptions of women regarding obstetric care in public health facilities in Kehemu settlement, a peri-urban area of Rundu town. The objectives of the study were to explore the perceptions of women on accessibility and acceptability of maternity services in public health facilities. An explorative qualitative study design using focus group discussion as a data collection method was conducted with three groups of women. A purposeful sampling procedure was used to select participants. Ethical approval was obtained from the High Degree Committee of University of the Western Cape and permission to use data from local facilities was obtained from the Ministry of Health and Social Services. Participants were recruited on their own free will and they signed an agreement on confidentiality. A data reduction process was used for analysis. The study findings indicate that women wish to use public health facilities for deliveries due to perceived benefits, in particular, safety for the mother and the baby and that those services are<font size="3"> affordable. However a number of reasons hinder women to access services including the attitudes of health care providers, inability to afford transport at night and cultural influences. The study recommends that delivery services at the local clinic be expanded from eight to twenty-four hours / an information campaign on pregnancy and birth complications as well as the benefits of delivering in a public facility be implemented / refresher training for nurses to improve their caring practices during delivery should be considered and that a similar research be conducted with care providers to ascertain ways to improve maternity services in the public health facility in the area. </font></p> </font></p>

<p><font size="3"> <p>Namibia has recorded an ascending trend of maternal and neonatal mortality rate from 225 &ndash / 449 per 100 000 women from 1992 to 2006, and 38 &ndash / 46 per 1000 live births from 2000 to 2006 respectively. Kavango Region in Namibia is one among the top seven regions with high maternal and infant mortality rate. Most pregnant women in peri-urban areas of Rundu District in the Kavango region, where this study was conducted, attend ante-natal care services but do not use public health facilities for delivery. The health records from the public health facilities in Rundu, especially from Nkarapamwe clinic and Rundu Hospital maternity section, reveal that although the pregnant women comply with the required standard policy of a minimum of three visits per pregnancy or more, over 40% of women who attend public ante-natal care clinics do not deliver in the public health facility. The aim of this study was to explore the perceptions of women regarding obstetric care in public health facilities in Kehemu settlement, a peri-urban area of Rundu town. The objectives of the study were to explore the perceptions of women on accessibility and acceptability of maternity services in public health facilities. An explorative qualitative study design using focus group discussion as a data collection method was conducted with three groups of women. A purposeful sampling procedure was used to select participants. Ethical approval was obtained from the High Degree Committee of University of the Western Cape and permission to use data from local facilities was obtained from the Ministry of Health and Social Services. Participants were recruited on their own free will and they signed an agreement on confidentiality. A data reduction process was used for analysis. The study findings indicate that women wish to use public health facilities for deliveries due to perceived benefits, in particular, safety for the mother and the baby and that those services are<font size="3"> affordable. However a number of reasons hinder women to access services including the attitudes of health care providers, inability to afford transport at night and cultural influences. The study recommends that delivery services at the local clinic be expanded from eight to twenty-four hours / an information campaign on pregnancy and birth complications as well as the benefits of delivering in a public facility be implemented / refresher training for nurses to improve their caring practices during delivery should be considered and that a similar research be conducted with care providers to ascertain ways to improve maternity services in the public health facility in the area. </font></p> </font></p>

Magister Public Health - MPH / Namibia has recorded an ascending trend of maternal and neonatal mortality rate from 225 – 449 per 100 000 women from 1992 to 2006, and 38 – 46 per 1000 live births from 2000 to 2006 respectively. Kavango Region in Namibia is one among the top seven regions with high maternal and infant mortality rate. Most pregnant women in peri-urban areas of Rundu District in the Kavango region, where this study was conducted, attend ante-natal care services but do not use public health facilities for delivery. The health records from the public health facilities in Rundu, especially from Nkarapamwe clinic and Rundu Hospital maternity section, reveal that although the pregnant women comply with the required standard policy of a minimum of three visits per pregnancy or more, over 40% of women who attend public ante-natal care clinics do not deliver in the public health facility.The aim of this study was to explore the perceptions of women regarding obstetric care in public health facilities in Kehemu settlement, a peri-urban area of Rundu town. The objectives of the study were to explore the perceptions of women on accessibility and acceptability of maternity services in public health facilities.An explorative qualitative study design using focus group discussion as a data collection method was conducted with three groups of women. A purposeful sampling procedure was used to select participants. Ethical approval was obtained from the High Degree Committee of University of the Western Cape and permission to use data from local facilities was obtained from the Ministry of Health and Social Services. Participants were recruited on their own free will and they signed an agreement on confidentiality. A data reduction process was used for analysis.The study findings indicate that women wish to use public health facilities for deliveries due to perceived benefits, in particular, safety for the mother and the baby and that those services are affordable. However a number of reasons hinder women to access services including the attitudes of health care providers, inability to afford transport at night and cultural influences.The study recommends that delivery services at the local clinic be expanded from eight to twenty-four hours; an information campaign on pregnancy and birth complications as well as the benefits of delivering in a public facility be implemented; refresher training for nurses to improve their caring practices during delivery should be considered and that a similar research be conducted with care providers to ascertain ways to improve maternity services in the public health facility in the area.

Petra Slaná ABSTRACT The thesis "Quality of domiciliary services from a user's perspective" deals with issues of quality of care services. Its aim was to find out what users expect from a quality service. Based on qualitative research and knowledge gained from practice was also to create a methodology for user satisfaction domiciliary services. The thesis consists of two parts, theoretical and empirical. The theoretical part contains the definition of old age, approaching the issue of aging, self-sufficiency and human needs in old age. It provides demographic and statistic data about the aging population. It focuses on social services in general, their definition, types and forms. It outlines the form of social services for seniors in the Czech Republic and in selected countries of European Union. It describes systems of quality used in the commercial sphere and in the service area. The theoretical part concludes with an overview of the factors which determine user satisfaction. The aim of the empirical part was to identify areas that may be an important quality of service criteria. Thanks to these users can evaluate the quality of services. To achieve this aim, was chosen qualitative research method. The empirical part of this thesis is therefore devoted to qualitative methodology of the research,...

Esta investigación busca explicar cómo la influencia social, facilidad de uso, precio percibido, valor percibido y la satisfacción del servicio, denominadas variables dependientes influyen en la intención de la continuación del servicio como variable independiente, en los servicios de plataformas streaming. De modo que, podamos comprender el proceso que realiza el consumidor al momento de continuar renovando la suscripción mensual. Además, se busca enfocar en las principales características de las variables mencionadas, para poder explicar de forma íntegra este proceso. Para esto, se realizará un muestreo por conveniencia (no probabilístico) por medio de contactos de los investigadores, quienes recibirán el cuestionario por medio de redes sociales y diversos medios digitales. La muestra estará conformada por hombres y mujeres que están suscritos a plataformas streaming como: Netflix, Prime Video, Disney +, HBO Go, Spotify y Apple Music. Finalmente, la técnica estadística que se utilizará será la correlación y posteriormente se hará uso de la técnica de regresión para establecer relaciones entre las variables estudiadas / This research seeks to explain how social influence, ease of use, perceived price, perceived value, and service satisfaction, called dependent variables, influence the intention to continue the service as an independent variable, in streaming platform services. So, we can understand the process that the consumer goes through when continuing to renew the monthly subscription. In addition, it seeks to focus on the main characteristics of the mentioned variables, in order to fully explain this process. For this research, a convenience sampling (not probabilistic) will be carried out through contacts of the researchers, who will receive the questionnaire through social networks and various digital media. The sample will be made up of men and women who are subscribed to streaming platforms such as: Netflix, Prime Video, Disney +, HBO Go, Spotify and Apple Music. Finally, the statistical technique that will be used will be the correlation and later the regression technique will be used to establish relationships between the variables studied. / Trabajo de investigación

網際網路的發展及行動裝置的普及已將電子商務的發展帶往新的競爭環境，傳統企業除須體認技術不斷創新對企業發展的重要性外，舊有的服務必須透過加入更多的附加價值才能夠增加企業的競爭能力，隨著這股電子商務創新風潮演變並延燒到全球，不論是金融業、實體零售業，皆受到這股電子商務創新風潮的影響，而這股創新的風潮甚至可能導致產業革命。企業若要維持市場競爭能力，除了要盡量降低營運成本，提高生產與管理的效率外，還要能夠滿足客戶各種需求，並應隨時檢視傳統營運流程，充份利用科技技術與生產及服務流程整合，來維持企業管理及服務的優勢，然而，電子商務雖有效簡化企業的作業成本，但跨界整合的趨勢卻也對企業發展帶來新的挑戰，因此企業如何透過一套實用的方法來發展或改善及其電子商務流程，並藉由其獨特創新的服務來加強企業的競爭優勢，更是企業當今面臨的重要議題。 然而當今學術界對於流程管理以及電子商務的研究相當多，但把流程管理應用在電子商務流程創新的研究卻相對較少，故本研究探討有關電子商務理論、企業流程管理、企業流程再造、企業流程創新、企業系統規劃、服務品質、關鍵時刻等相關文獻做為基礎，由客戶需求及服務滿意度的觀點，藉由分析及整理相關流程改善的成功關鍵因素，建構一套電子商務流程創新的方法論，以個案來進行行動研究，依據這套方法論的步驟，發掘個案電子商務流程的問題及其可改善的機會，同時藉由內部探討及借鏡外部標竿企業的創新案例，找出個案公司電子商務流程可能的創新機會，並透過理論基礎檢視本方法論的可行性後，證實透過本研究所建構之電子商務流程創新的方法論確實有其參考價值，提供目前正在發展電子商務或即將投入電子商務發展的企業，做為設計其獨特電子商務平台的參考。 / The increasing use of internet and the growing popularity of mobile devices have created a new competitive environment on the Electronic Commerce (EC) platform. Businesses must develop add-on values in services to strengthen the competitiveness. Under the inevitable trend of global EC, not only the retail industry but also financial industry has been highly affected. This Innovative wave may even lead to an industrial revolution. In order to keep the market competitiveness with EC, enterprises would need to shift focus from cost, productivity and operating efficiency to customer needs. Enterprises nowadays are facing the challenges of modifying existing processes and integrated technology to provide customers with most suitable and innovative services. The research objective is to develop a practical methodology to evaluate and redesign the e-business processes of a firm and enhance their competitive advantage. This study investigated concepts and methodologies in e-commerce, business process management, business process reengineering, business process innovation, business systems planning, service quality, and moment of truth. Based on the perspectives of customers’ needs and service satisfaction, the study analyzed and integrated critical success factors of process improvement and process innovation to construct a methodology for e-business process innovation. With an action research process this study tested the proposed methodology on EC processes in a financial institution and discovered e-business process issues and innovation opportunities. The proposed methodology was validated and the feasibility of the methodology was verified by theoretical considerations, and proved to have reference value for enterprises in developing unique innovations in e-business services.