The purpose of business is to pursue the growth of benefit. The organizations have to understand the perception of customer satisfaction concerning the products or services are meet to the customer¡¦s needs and wants, and / or to adjust or improve the operation process, even surpass customer¡¦s expectation. The development of Taiwan¡¦s industrial structure had stridden across agriculture and manufacturing sector to service sector in 20 century. The ISO series certification was the main stream of management in Taiwan in 1990s. In the free economic market that consumers ask for quality & satisfaction more and more. The certification body is a professional service firm. They have to compete with good audit quality and meet to the customer satisfaction. For continuous operation and enlarge the customer number that customer survey is the directly and usefully method to monitor and analysis. The objective of this study is to found out the development what one of the certification body in Taiwan who how to do the customer satisfaction oriented business. Through several variables such as perception quality¡Bexpectation¡Bimage¡Bvalue added to observe the change of customer satisfaction. The results of this study including that 1. The industry sector & size of customer did not significant influence the certification satisfaction. 2. The variables such as perception quality¡Bexpectation¡Bperception value¡Bimage¡Bvalue added were obvious influence the certification satisfaction. Among the variables, perception value¡Bimage¡Bexpectation were more important than others. As a customer oriented certification body shall focus on the audit quality and create audit value to the customer to increase value for money perception. Also the administrative process was one of the important issue when conduct audit such as advice notice and quick response of customer¡¦s request. Besides the management training & advisory not the main influence upon the certification satisfaction. Key words: certification¡Bcertification body¡Bcustomer satisfaction

For years, Taiwan Water Corporation (TWC) has been providing quality water to customers and improving the ratio of prevalence. However, with Taiwan¡¦s growth in economy and living-standard, it is becoming more and more difficult for TWC to provide satisfied water and to find clean water source. As a government owned business, TWC do not have to compete with any other competitor because of its monopolization. On the other hand, due to its social responsibility, TWC should work on providing quality water and continuously improving its service, the effort must be customer-orientated. In this paper, we survey the customer satisfaction of the TWC 7th branch. Several important findings as following: 1. In terms of physical outlay and the efficiency of service/construction, TWC has done a good job satisfying customers. Nevertheless, on the aspects of Assurance and Empathy, which affect customer satisfaction most seriously, TWC still has much to do. The improvement of outsourcing service, first-line employees, and quality of water are top tasks of TWC. 2. In general, customer satisfaction of Pingtung is better than which of Kaohsiung. When Kaohsiung customers require better quality of water, first-line employees¡¦ attitude, and water price, Pingtung customers ask for steadiness of water providing and the efficiency of construction in stead. 3. We strongly suggest TWC introduce quality activities such as QC Circle and other kinds of trainings. With the implication and emphasis of quality activities and customer satisfaction, could TWC strengthens service quality of its first-line employees, and turns its service process into customer-orientated. 4. Analysis points out outsourcing services are critical to TWC¡¦s customer satisfaction, especially the efficiency/safety of construction, accuracy/politeness of clerks, and the performance of outsourcing water purification station. TWC should make sure its policy and mission are executed perfectly.

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The call centre is often the first human interaction a customer has with a company and many customers form their perception of a company based on their experience with that call centre. The call centre industry is growing rapidly and South Africa is fast becoming a desired destination for outsourced call centres. The main aim of this study was to determine the level to which people are satisfied with call centre service delivery in South Africa and the reasons causing customer dissatisfaction. A non probability sample of 106 consumers was drawn from the city of Durban with respondents being over the age of 21 years. The sample was composed of 61% females and 39% males. Of the sample, 55% were between the age group of 21-30 years, 25% were between the age group of 31-40 years, 12% between the age group of 41-50 years and 8% between the age group of 41-50 years. Data was collected using a self administered questionnaire as this proved to be most effective for this study. Respondents from all companies and parts of Durban were recruited as participant for the study. The SPSS software package was used to capture and analyse the data. Frequency bar graphs and cross tabulation frequency results were used to present the data. Statistical results showed that there was a positive association between service quality and customer satisfaction. Descriptive frequency analysis highlighted issues that are causing most dissatisfaction to people using the call centre. Results indicated that users of the call centres found customer service levels to be acceptable which was in contrast to international findings where results indicated that consumers were less than 30% happy with call centre service delivery. Results showed that consumers increasingly wish to communicate with companies using newer technologies, and value having access to multiple channels. It was found that web chat followed by SMS and email was a preferred medium of communicating with the call centre. The findings of the study indicated that long waiting times on the phone, calls being dropped, lack of accountability, irrelevant voice menus and repetition were the main reasons for their causes of customer dissatisfaction. / Thesis (MBA)-University of KwaZulu-Natal, Westville, 2009.

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Thesis (Ph. D.)--RMIT University, Melbourne, Australia. / "November 2005." Title taken from title screen (viewed October 5, 2007). Includes bibliographical references (p. 150-158) and appendices.

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Title: Evaluation of the quality of services from the perspective of parents in street hockey - category mini-mite team and mite team Objectives: The main goal of this thesis is to evaluate the level of quality of services provided by extra-league street hockey clubs throughout the Czech Republic from the perspective of parents as customers in the categories of mini-mite teams and mite teams with subsequent delivery of recommendations to improve these services to increase the overall level of service and the attractiveness of the stated sport for children. Methods: The obtained data are collected based on a standardized SERVQUAL questionnaire, used to measure the quality of services provided and respondents' satisfaction. The questionnaire was distributed to 12 extra-league street hockey clubs in a form of online questionnaire through representatives of these clubs who directly send it to the parents of 357 children falling into the category of mini-mite team and mite team. Results: Based on the survey, it was possible to identify gaps within the basic five categories (according to the SERVQUAL methodology - material security, reliability, responsible approach, sense of security, empathy), where the highest gap reached belonged to the category reliability, followed by material security. The...