Medical Imaging era is coming. The volume of business of the Department of Radiation Diagnosis is flourishing, and it drives overall hospital revenue to increase greatly. Thus, it is more important to maintain and promote the quality of medical services in hospital management. In this study, it used PZB model and referred to the SERVQUAL to design the questionnaire. It got the five dimensions for "tangible", "guaranteed", "reliability", "reactive" and "care" and twenty factors to explore the quality of service. A Department of Diagnostic Radiology of regional teaching hospital in Kaohsiung area as the scope of the study, it will be an important basis and reference to improve the quality of service according to the valid questionnaires to analyze the gap of the attention degree between medical staffs and patients for the medical service quality(gap 1), and the gap of the attention degree and the satisfaction to the medical service quality(gap 5), and the relationships between basic information of patients and satisfaction with the IPA analysis showing the service quality items distribution. In gap one, only the "reliability" and "tangible" dimensions in the five dimensions have positive gap and the dimension of "tangible" has the biggest. And ten results in 20 factors show that the attention degree of the subjects is greater than that of the medical staff, but there are no significant differences. In gap five, the five dimensions are all positive gaps and "reactive" dimensions is the biggest. In 20 factors, the subjects with the attention degree of the quality of medical services are greater than satisfaction, and in which there are 17 significant differences. Gap one and gap five have the maximum gap value both in the factor of "convenient transportation and easy parking to the hospital.¡¨ In addition, for the IPA analysis, "medical staffs can satisfy my immediate needs¡¨ fell to the quadrant of ¡§Concentrate Here¡¨. Finally, according to the results, we have the following conclusions: First, patients attach more importance to intangible service. Second, service of the medical staff begins from the heart. Third, mental cognitive of the medical staff will influence their work performance. We also have the following five suggestions: First, Improve traffic convenience. Second, strengthen the learning courses for the quality of health care personnel service. Third, implement the mechanism of service performance. Fourth, arrange the opportunities to service sharing and review. Fifth, establish a feedback way for patints.

The purpose of this study is to understand the service quality, customer satisfaction and loyalty of Kaohsiung Harbor Cruises.This study also discuss the differences between public harbor cruises and and private harbor cruises in the three variables. In this study, 22 items of SERVQUAL model to assess the quality of service, and further analysis of the harbor cruises operators to the IPA (Importance-Performance Analysis) to propose management recommendations for improvement. Overall, the tourists give a satisfactory evaluation of service quality,customer satisfaction and loyalty generally on harbor cruises ,but the performance of public and private are slightly different. The results showed that public harbor cruises only have 6 items in quality of service better than private harbor cruises, and in "overall customer satisfaction", "fares satisfaction", "the value of the fare", "take a willingness","recommended the will¡¨of another factor of 22 such projects,the scores are lower than the private harbor cruises industry. This phenomenon may be related to higher ticket prices of public harbor cruises.When the higher fares, customer expectations the higher service quality, but the industry can not meet their needs. The projects under the IPA analysis results, the public business should improve the "catering services on board", "diversity of explanations professional "," onboard navigation", and private industry should give priority to improving the project as a "convenient transportation to the pier". Existing tour-boat operators by key operations for each fragmented marketing. This study suggests that the harbor cruises trip should actively promote the joint marketing promotional practices, cross-industry alliance, and continue to improve service quality factor,visitors revisiting willingness and the willingness of recommend,let this educational and recreational tourism industry in Kaohsiung Harbor can be sustainable management.

The rapid development of information technology (IT) has impacted the competitive environment between properties. Today, more and more companies introduce information system to flow internal messages freely, reduce the communication cost and provide support the important messages to managers for fast decision. By this way, the enterprise could maintain its competitive advantage. To introduce the information system¡]IS¡^ is really costly, companies should probe the effects before and after the investment of IS . We have learned from literatures that measurement of service quality is the proper means to gauge the information system. This study is to assess information system at the base of ¡uIS-adapted SERVQUAL instrument¡v and ¡uThree-column format¡v. A survey, which adapted to individual company, was conducted with some measures modified from the viewpoint of captioned company. 436 valid samples were taken from more than 8600 employees by stratified random sampling. The major findings are (1) instead of four dimensions expected from the original model, only two service components, attitude perspective and skill perspective, are identified in the service quality of information system for manufacturing industry,¡]2¡^the difference between ¡¥perceive quality¡¦ and ¡¥self-confident quality¡¦ is significant, ¡]3¡^Following the demographic variables among ages, positions, working departments and academic degrees, it appears no significant difference in the attitude perspective and skill perspective of service quality concerning information system.

Like all business activities nowadays, the industry of auto-service is very competitive. From Quick Service chain auto shops to the brand-name auto service departments, they all have to work hard to make difference from its competitors. They hope to gain acceptance of customers and turn that into loyalty. In addition to improving the service facility, recently the auto dealer has paid more attention on the staffs to see if an individual stuff fitted their job environment. The most important object is what customers care most when they need auto service? This study investigates the service department staffs of an European auto company. Base on the theory of vocational choice of Holland, it discussed the relationship between the personality and vocational environment of staffs. At the same time, we also have 119 customers questionnaires to try to understand the composition of customer satisfaction. This part is analyzed based on the PZB SERVQUAL theory. The study shows that most employee's personality belongs to "Labor". The result does not only in accord with the vocational environment theory, but also with the Holland's theory. According to the questionnaires we collected from auto service customers, there are three main composes for customer satisfaction. We named three main composes as " Promise and Care", " Professional Service" and "Tangibility". To conclude, dealers enhancing the level of "promise and care" and "professional service" will improve the customer satisfaction.

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Abstract The article used PZB service quality model and SERVQUAL Scale as bases to investigate the service quality of CPA firms in Kaohsiung. And the target interviewees will be focused on accountants, business service agency managers, and their clients. The purpose of this study was to find whether the six gaps exist or not. Therefore, there are three questionnaires designed in order to interview the objects of study. Using statistical analysis approaches such as t-test, one-way ANOVA, and descriptive statistics, the result of the research were as follows¡G 1¡B For all of the CPA firms in Kaohsiung, there are significant differences on the five service quality dimensions¡]tangibility, reliability, responsiveness, assurance, and empathy¡^for consumer expected service-perceived service gap¡]Gap 5¡^ 2¡B For all of the CPA firms in Kaohsiung, there are significant differences on the two dimensions of responsiveness and empathy for consumer perceived service-business service agency managers¡¦ service delivery gap (Gap 6) 3¡B Comparing united CPA firms with non-united CPA firms, the research finds the two dimensions of marketing research orientation and levels of management are significant differences for Gap 1. As to the Gap 2, the three dimensions of management commitment to service quality, goal setting, and task standardization are significantly different. There are significant differences on the two dimensions of tangibility and assurance for Gap 5, and there are differences on the five service quality dimensions for Gap 6. In particular, Gap 5 and Gap 6 of non-united CPA firms are bigger than united CPA firms. In other words, the service quality of non-united CPA firms should be strengthened and improved. 4¡B The organizational variables of customers show that there are significant differences on the dimensions of Gap 5. For enterprises in the different industries have distinct differences on the dimensions of responsiveness, assurance, and empathy. Furthermore, the capital demonstrates significant differences on the dimension of tangibility; the annual revenue appears significant differences on the dimensions of tangibility, assurance, and empathy; the founding time of a firm exhibits significant differences on the dimensions of reliability, assurance responsiveness, and empathy. A company which is listed securities, OTC, and public offering or not determines whether the significant differences exist on the dimensions of tangibility, reliability, and assurance; the employees¡¦ quantity of a firm¡¦s accounting department indicates significant differences on the dimensions of tangibility, reliability, and assurance; the total quantity of a firm¡¦s employees reveals significant differences on the dimension of tangibility. As a result, CPA firms should offer different weight on the service quality dimensions according to distinct clients so that the client perception on service quality can be increased.

<p>Vi kan alla läsa i media att det blir större utbud av butiker och varor på marknaden och det både pratas och skrivs om hur kraven ökar hos kunderna och att kunder kräver mer av personlig kundservice än förut, när de är i butikerna och ska handla. Därför måste varje butik med butikschef och anställda göra något utöver den dagliga försäljningen, för att locka till sig kunder men också för att försöka behålla de befintliga kunderna. I dagens läge då konkurrensen hårdnar i butikerna har vi valt att ta upp i denna uppsats, vikten av personlig kundservice i en butik. Vi har besökt de olika butikerna för att undersöka skillnader mellan kunders förväntningar och den faktiska upplevelsen i butiken, men även i förhållande till butikschefens uppfattning om kundens förväntningar och vad butiken levererar av personlig kundservice. Syftet med denna uppsats är att beskriva sambandet mellan det som butikscheferna uppfattar som personlig kundservice i deras butik, och vilka förväntningar och faktiska upplevelser, kunderna har på personlig kundservice i butiken. Med hjälp av gapmodellen som har tagits fram av Berry, Parasuraman & Zeithaml har vi gjort den undersökning som krävdes för att kunna utläsa om det finns ett gap (skillnader) mellan butikschefen och kunderna. Gap -modellen är en modell som tittar på det gap som kan uppstå utifrån kundens, men även en butiks perspektiv och dets skillnader. För att kunna se hur det är i verkligheten och uppnå syftet med uppsatsen, har vi undersökt tolv butiker och dess butikschefer i Charlottenbergs Shoppingcenter. Vi undersökte ett antal kunder i respektive butik för att se om det fanns ett gap mellan butikchefens uppfattning och dess kunders uppfattning. Vi valde att samla in data för vår undersökning med hjälp av enkäter som vi delade ut på plats i Charlottenbergs Shoppingcenter. Uppsatsen visar att det finns ett gap mellan det som butikschefen har som uppfattning att kunderna förväntar av butiken och vad kunden har som förväntningar och vad de upplever vid besöket i butiken. Vad kunder upplever i sanningens ögonblick påverkar butikens framtid.Nyckelord: Personlig kundservice, kunders förväntningar och upplevelser, sanningens ögonblick, Gapanalys, SERVQUAL.</p>

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.

This study researches the topic customer service of convenience sores. Two objectives are set, namely to measure the customer service levels of convenience stores, and then to determine if any differences exist between customer perceptions and customer expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that currently exist in practice. The Kano model provides insights into the dynamics of customer preferences and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that can be used for performing a gap analysis of an organisation's service quality performance against customer service quality needs. Because of SERVQUAL's strong empirically based methodology and popularity amongst services organisations who aims to improve their service quality, SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure customer expectation and customer perception. The sample size is 65 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the questionnaire. A "1" was labelled as "strongly disagree" while a "7" was labelled as "strongly agree". The reliability of the data was confirmed by means of Cronbach alpha and a-values of 0.879 (customers' perceptions) and 0.906 (customers' expectations) showed satisfactory reliability. Descriptive statistical analysis was used to calculate mean values of the criteria while principle factor analyses were employed to extract factors from both groups of data. The factors pertaining to the perceived service has been identified as Employee Mind-Set (explaining the variance of 29.72%), Excellent Service (19.14%) and Display (8.92%). Regarding the factor analysis of the expected levels of service, the factors identified are: Employee Mindset (35.78%), Service Reputation (25.22%) and Transactions (5.90%). From the research it became evident that the three major recommendations to managers of convenience stores who aims to improve their service quality are managerial actions focussed at: *Internal training. *Induction programmes *Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2009.

This study researches the topic creating customer value in an educational environment. Two objectives are set, namely to measure the student service levels of the selected secondary schools, and then to determine if any differences exist between student perceptions and student expectations. The literature review covers two models of service quality, namely the Kano model and the SERVQUAL model. Both the Kano model and the SERVQUAL model are client service models that presently exist in practice. The Kano model gives insights into the dynamics of customer choices and their needs, which ensures the delivery of successful products and services. The SERVQUAL method is a technique that is used in performing a gap analysis of an organisation's service quality performance against customer service quality needs. This model is an indispensible model and a familiar methodology too amongst services organizations whose purpose is to improve their service quality, therefore SERVQUAL is the research methodology of choice. The empirical research was done by collecting primary data from a selected group, using the SERVQUAL questionnaire to measure students' expectations and perceptions. The sample size was 120 respondents, and they all responded by completing the structured SERVQUAL questionnaires. A seven-point Likert scale was used in the Service Quality Questionnaire (Appendix A). A "1" was labelled as "completely dissatisfied" while a "7" was labelled as "completely satisfied". The reliability of the data was confirmed by means of Cronbach's alpha, and a-values of 0.57 (students' perceptions) and 0.85 (students' expectations) revealed satisfactory reliability. Descriptive statistical analysis was used to calculate the mean values of the criteria while principal factor analysis was employed to extract factors from both groups of data. The factors of the perceived service have been identified as Teachers' Mind-Set (explaining the variance of (33.3%), Excellent Service (15.5%) and Display (12.5%). Regarding the factor analysis of the expected levels of service, the factors identified are: Teachers' Mind-set (38.7%), Service Reputation (28.7%) and Contact session (7.5%). From the research it was clear that the three major recommendations to managers of secondary schools who intend to have sustainable competitive service quality, have managerial actions focused at: 1. Internal training. 2. Induction programmes 3. Surveys (further research and monitoring). / Thesis (M.B.A.)--North-West University, Vaal Triangle Campus, 2010.