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.

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.

With the progress of science and technology and change of market demand, add it under the request for ' the basic telecommunication protocol ' (Basic Telecom Agreement ) of World Trade Organization (WTO ), requiring various countries to open their domestic telecommunication markets in the world, telecommunication industry liberalization , publicly-owned undertaking privatization have already been an inevitable result. So, there are open pressures outside , under the popular double strength catalysis of opening the demand inside, the speeds with open telecommunication industry of the countries all over the world are very fast. Chinese telecommunication Company finish privatization is already different from the past era that engage in without competition 2005, the telecommunication industry is facing so fierce market competition, no matter resource distribution , output are being made up or the scale is being adjusted, all face the great challenge. In order to meet the market choosing the customer as the direction , are managing and must plan with the efficiency of management and " opening " valid management " actively ", just have a chance of struggle for existence. Research this serve for Chinese telecommunication firm network, use the materials to wrap up and hold analytic approach DEA way in place with a net, regard ' staff's number ' , ' the funds budget ' , ' the amount of the assets ' as and invest the key element. With ' customer count ' , is it is it count to inform to explain always , ' total obstacle count ' , as the key element of the output ' satisfaction ' another, collecting Chinese telecommunications from January of 2005 to March of 2006, privatization is during seven months from beginning to end, 27 , such as Taiwan , Penghu and Jinmen ,etc. operate obstacle of customer of the unit and explain and inform the materials, assess the service performance appeared of customer satisfaction while investing, via studying the income result, probe into privatization to the company's firm network communication service quality of Chinese telecommunication, the satisfaction experienced actually, and firm network communication serves the business efficiency between three middle and southern districts of the north of quality wholly, do a analysis discussion . This result of study is found: 1different areas and attribute customer group, to the service quality and satisfaction offered of Chinese telecommunication company, its consent level experiencing the degree actually has difference of showing, it is the most efficient with the center district among them, it is the south occupy time is the north again. 2under the circumstances that telecommunication liberalization operates continuously, the private telecommunication industry of our country person can be expected to shrink with the Chinese disparity of telecommunications gradually, and more efficient than before privatization after Chinese telecommunication privatization, and can be expected to be more efficient in the telecommunication market competition in the future. Propose improving the service item on negative appraisal actively, could maintain its competition advantage 3Participate in comparing and assess 27 decision units, at returns to scale not regular it is the for having 66% the above 0.8 in efficiency in unit in decision ,Taibei district , the pair not west efficiency for DMU 1 with, hit by Li, Tainan, Taitung decision unit of 5 pieces. 4 is shown that CRS (the regular returns to scale ) rises by 1% each time, SATIS (satisfaction ) is reduced by 0.14 by the result of study, have 1% statistics dominance (confidence level). 5 shown a person by the result of study to prove too , SATIS (satisfaction ) rises by 0.01, but does not have dominance . As the budget rises by 1%, SATIS (satisfaction ) rises by 0.01, does not also have dominance .

Abstract To be outstanding in the gas-station industry in today¡¦s intensive and competitive environments, the company needs to be devoted in managing customer relationship. As consumers are aware of and fighting for their rights in recent years, the competition in gas station is getting sever. The purpose of this study is to survey with stratified random sampling to understand the consumer behaviors among Chinese Petroleum Corporation (CPC) franchised gas stations, CPC owned gas stations and Formosa gas stations. Increasing customer satisfaction can build up customer loyalty, and enhance future interaction. So knowing the consumer behavior among the different types of gas stations can help understand how consumers choose a gas stations and how they rate the service quality. The investigation outcome of this study was derived form Factor Analysis, T-test, Cluster, ANOVA, Scheffe¡¦s statistical methods, and had carried out structural analysis in the service quality model to find out the key factors of customer satisfaction. The findings should help to improve management efficiency and competitiveness in the industry. Keyword¡Ggas stations, customer satisfaction, customer loyalty

The study focus on how customer satisfaction influence capital structure . Among lots of the theory of capital structure , if we reconsider the customer satisfaction ,we would explain the theory of capital structure deeply . We select the customer satisfaction index as our observable variable . In brief , our study have two main purposes ¡G 1.Does customer satisfaction influence capital structure ? 2.If customer satisfaction influence capital structure by cash f low , how would it influence capital structure . This paper employs a database containing the market and accounting data (from 1996 to 2005) from more than 40 NYSE-listed companies(212 samples) to document our empirical study . We find that customer satisfaction has significant impact on capital structure by cash flow and the capital structure is nearly the same as the pecking order theory ¡Awhich suggest that firms are said to prefer retained earnings as their main source of funds for investment .

It was an age of pursuing customer satisfaction since 1980, and moreover chasing customers` value in 21century. But how can customer satisfaction improve firm`s value? This article combines marketing and finance together through analyzing interaction between customer, systematic risk and cost of capital. The empirical evidence presented in this article implies that customer satisfaction can surely lower systematic risk and there is nonlinear relationship between CSI and systematic risk. Comparing the results for the service and nonservice industry sectors, we observe that, customer satisfaction has a greater effect on systematic risk of service sectors. In addition to satisfaction, the analysis also include advertising expense as another explanatory variable and reveals that when putting satisfaction and advertising expense into model together, systematic risk will be the lowest. When using lisrel model, it shows that customer satisfaction can lower cost of capital through cost of debt and equity together then maximize shareholder`s value.

What do the enterprises concern most now is how the customers value their company. Customer satisfaction is the most important thing for enterprises to focus. Besides, financial statement can not fully reflect the value of the company, we need other information to help us to know value them, and customer satisfaction is such a thing we need. In the past research, they show the relationship between customer satisfaction and equity value. In this article, there is further discussion about this relation- is there any interactive effect between the customer satisfaction and abnormal earning to affect equity value? Would this effect bring incremental information content to help us value the company? The next part of this article is to discompose current customer satisfaction into the former customer satisfaction and the change of customer satisfaction, to see if they both have information content, and if influence abnormal earning and equity value. The main contribute of this article is to have more detail discussion in the information of customer satisfaction. Thus it makes us know more about the customer satisfaction, and give us the other way to think about valuation of the company.

¡§Service¡¨ for sure is proved to be a niche in creating corporate competitive advantages. Not only traditional service industry, but the emerging Information Technology industry and doc.coms are confronted with the trial for service. In face of customers¡¦ more and more demand on service, corporates provide higher service quality to reach customer satisfaction; moreover, to keep the relationship with customers in order to establish lasting competitive advantages. This study which is based on ¡§gap model¡¨ tries to discuss the relationship between ¡§service quality¡¨ and ¡§customer satisfaction¡¨ of general portals in Taiwan, such as kimo.com, pchome.com, yam.com and so on. The findings of this study are as follows: 1. There is significant difference between user¡¦s expectation and perception of general portal service. Most important items are ¡§Protect personal information,¡¨ ¡§Search information correctly,¡¨ ¡§Response to customer¡¦s questions quickly,¡¨ and ¡§Answer to individual questions accordingly.¡¨ The general portal corporates can enhance service quality by improving the listed items. 2. This study sorts out 4 dimensions in evaluating general portal sites by factor analysis. In sequence of importance are ¡§ease of use,¡¨ ¡§empathy,¡¨ ¡§information quality,¡¨ and ¡§techniques of website¡¨. The general portals can thus take actions to reinforce service quality and customer satisfaction according to this priority. 3. The performance of service and customer satisfaction is not significantly affected by ¡§expectation of service,¡¨ however, user¡¦s perceived ¡§performance of service¡¨ and ¡§gap between expectation and performance¡¨ has significant impact on customer satisfaction. Furthermore, the performance of service has greater power to interpret the variation of customer satisfaction.

In attempt to build to a high technological and digital communication Taiwan,the country government plan to build up the broadband network to six million subscribers in its challenging the country developed 6 years program in 2008. The construction of broadband network will be the main stream of market. Chunghwa Telecom¡¦s ADSL program is satisfied with the requirement of society. The object of this research is based on the ADSL customers at the broad Kaohsiung Area of Chunghwa Telecom. The investigation area encompassKaohsiung city, Fongsun, Kungsun, Chiesun of Kaohsiung County. The investigation adopts the method of questionnaire. Data are collected via Stratified Random Sampling, and analyzed by SPSS statistic software. It is also implemented by using seven factors that affect customer satisfaction like service contents, prices, convenience, enterprise images, service facilities, service staffs and service process in connection with service quality, customer satisfaction, and customer loyalty. The result of this investigation occurs as below: There is a remarkable different between customer¡¦s satisfaction and values in response to the practical aspect of quality. Different customers respond with market different from sex, age, and choosing a place to use Internet are varied in satisfaction. The group of customer responds satisfaction from different person requires Internet service. It exist conspicuous difference in the choice. The obvious mutuality between the practical aspect of service quality and customer¡¦s satisfaction has positive effects. The practical aspect of service quality in different place of using Internet, the item of service quality, and customer satisfaction are clearly differ from each others. Different customers respond with market different from sex, marriage, and age to use Internet are varied in loyalty. The group of customer who requires different personal Internet service is remarkable difference from loyalty in the choice. The obvious mutuality between the practical aspect of service quality and customer¡¦s loyalty has positive effects. The practical aspect of service quality in different place of using Internet, the item of service quality, and customer loyalty are clearly differ from each others. According to the above-mentioned result of research, it brings up suggestions depending on service contents, prices, convenience, enterprise images, service facilities, service staffs, and service process

More and more managers understand to succeed the enterprises, beside the touchable products and untouchable service; they must have well management processing and knowledge management, therefore, the organization can keep to develop the predominance of competition and fit the variable competitive environment in today¡¦s market. Facing the threat from competition and market fast changing in 21 century, enterprises have to get more information to overtake the competition and always on top in the variable market environment. Therefore, enterprise must have quality of high market orientation, and use knowledge management to help enterprise collect correlation information to strengthen the market orientation of enterprises. This research is from the customer¡¦s demand aspect, to realize customer¡¦s actual and potential demand, and combine with the necessary of customer¡¦s daily use, to be the important member as the activities of creative customer value. This study is to take Applied Materials as a case study to evaluate its importance in Wafer Fab Equipment Industry. It based on the theory and perspectives of Balanced Scorecard to analyse its strategy map. My research will analyze how companies survive successfully with their unique core competence in the fast-moving and competitive global market. As a company, our customer¡¦ business results comes first. It is important that we continue to harness our innovative technologies to improve productivity and to offer irreplaceable product values that exceeding customer expectations. Identifying customer needs, in order to provide appropriate products and service. The company strongly facilitate the development of sound local industrial infrastructures so that the industry chain in which we operating will continue to grow and flourish. Theses are the leadership philosophies and value systems typical of a successful corporation. Discussion on the competitive advantage and strategic management of individual local spare parts suppliers present an insight to the adoptive strategic methods these companies employed to stand strong in this ever changing, competitive market. Economic environment will be a big impact on semiconductor industry. In the future in order to survive, semiconductor equipment industry in Taiwan need to approach to get access to their customers and the market.