<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>

No description available.

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.

Looking back the past and prospecting for the future, Taiwan¡¦s catering industry in the next 10 years will be facing stronger competitive threats including the stagnation of population growth, continuing increase of diverse caterings, rising costs and the moderation of the cross-strait relations. Encountering such outer changes, strengthening the core competencies and competitive advantages for satisfying the various customer demands and creating customer¡¦s value will be the only way to ensure the business stand in the position of not defeated. Restaurant industry is a kind of service industry; the service quality and customers¡¦ satisfaction are always the bases for its subsidence. This study aims to investigate effects of customers¡¦ perceived service quality, customers¡¦ satisfaction, and specific acts customers towards the restaurants. The statement provides the understanding of comprehensive perspectives of customers¡¦ sense, perception, service satisfaction and differences of demographic analysis. The quantitative method is adopted to realize the demographic influence on the customers¡¦ perceived service quality and satisfaction via the data collection of questionnaires. The analyzed data has proved that the customers¡¦ satisfaction and perceived service quality develops a positive influence of each other. It means that the better service quality perceived the higher customers¡¦ satisfaction received. ¡§Empathy, assurance and reliability¡¨ are the crucial elements of service quality. The factors for customers on different gender, at different restaurant location, by different number of diners and for different purposes of dinning can apparently impact on the outcome of customers¡¦ satisfactions. The key factors for increasing the catering competiveness rely on the ¡§service quality¡¨ and providing catering workers with trainings and cultivation on the realization of ¡§assurance, reliability and empathy¡¨. From the viewpoint of service quality and customers¡¦ satisfaction, the first-line service personnel usually play an important role for satisfying customers¡¦ needs, and their performance will significantly lead to the overall satisfaction and influence on the restaurant as well as the company.

In this study, we research the relationships between knowledge management and service qualities. We try to found the concept and processes of applying knowledge management strategies to advance service qualities. The research is case study. The case company belongs to the service industry and is a local security company. The result of research shows that companies can apply knowledge management strategies to advance service qualities. Especially, the security or service industry offer product and service by ¡§people¡¨. They should apply knowledge management strategies more effectually. The companies can execute knowledge management eight-step of feedback system. They will create competitive advantage by advancing service qualities continually. Finally, we give case company and the security or service industry advice about advancing service qualities.

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.

The globalization and frequent contact with other nations not only change the private enteritis but also the governments. Government offices related to the public service are seeking ways to improve their efficiency and quality of service in order to boost the competitive advantage of the country. Household Registration Offices is one of the department in the government that closely connect to people¡¦s daily life and its performance represents a part of the government performance, too. Therefore, how to improve the efficiency of administration and service quality of Household Registration Offices is one of the hottest issues currently. The goal of this paper is to investigate how to improve the service quality and satisfactions of the Household Registration Offices in communities of the Kaohsiung county area. This research is based on the survey conducted in the communities within the Kaohsiung County, Taiwan. The design of the survey employs the modified SERVQUAL measure in the PZB service quality concept model combining with 5 major aspects of the Household Registration Offices : ¡§reliability¡¨, ¡§the ability to response¡¨, ¡¨availability¡¨, ¡§assurance¡¨ and ¡§carefulness¡¨ and the other 26 attributes to measure the difference between the service quality providing to the public and the services quality expected from the communities. Moreover, we have conducted deviation analyses on the service quality awareness and satisfaction of the Household Registration Offices according to the population variables in the communities. The analyses include statistic analyses such as description analysis, T test and ANOVA. The conclusion obtained is listed as following points: 1. The expectation to the service quality of the Household Registration Offices from the communities is between important and very important. 2. The actual satisfaction of the communities reports that the service quality provided by the Household Registration Offices is above the satisfy level. 3. The analyses show that the actual service quality observed by the communities and the expected service quality is significantly different. In general, the actual service quality provided is less than the service quality expected. 4.The statistical analyses show that variables such as ¡§gender¡¨, ¡§age¡¨, ¡¨education¡¨, ¡§Household Registration Offices district¡¨ and ¡§overall satisfaction¡¨ has significant differences in the awareness of the service quality. 5. The statistical analyses show that the ¡§age¡¨, ¡§Household Registration Offices district¡¨ and ¡§overall satisfaction¡¨ variables have significant differences in the level of satisfaction. Finally, base on the conclusion of the paper, we also provide suggestions on how to improve the service quality of the Household Registration Offices and its satisfaction rate. We hope our suggestions can be served as the reference for the future studies as well as the guidelines for the government departments.

ABSTRACT Traditional banks provide intermediary financial service by connecting with people under using operative efficiency and creating appropriate credit. However, in recent years, the financial industry in Taiwan suffered from more and more competitiveness, which resulted from unrestricting and internationalization and building financial center in Asia by Taiwan government, so the banks gain less and less profits. At the same time, because of the development of information technology and use of internet, every bank starts to setup its own homepage to provide internet service and gain the advantages of unlimited time, area, fewer cost and more customers from internet bank. The service quality is an important weapon for banks to compete. Although the form of Internet service is different from the traditional service, service quality is still the core competitiveness of the Internet bank. This study mainly investigated national banking website to realize their service functions. The basic structure accorded to the dimensions of SERVQUAL scale in service quality and integrated several traditional measuring factors of banking and modern references of Internet service quality. It also analyzed the relationships among service quality, user satisfaction and user loyalty that can strengthen the concept that increase service quality that also arouse competitiveness of banks. This study though practical research developed five dimensions of the scale, which included good image and assurance, reliability and convenience, price, empathy and customization, and the design of servicing system. After study process we can find: the reliability and convenience have the most affection in whole service quality and satisfaction. Otherwise, we can prove that good service quality will induce customers to raise their satisfaction and increase their loyalty. We can predict that service quality of Internet will be the usable weapon for bank to maintain customer loyalty after allowing setup the virtual Internet bank.