Over the past years, the rapid transformation in social vironment and the vigorous political development have stimulated the public to raise their demand for the government¡¦s administration and service quality. In order to elevate administrative effectiveness, increase competitiveness,and satisfy the public¡¦s demand for service quality, the government has undergone government renovation, the implementation of ¡§electronic government¡¨being part of this movement. Household administration, tax collection, traffic administration, and land administration are examples of computerization. Moreover, because the government budget is limited and affairs of land administration are complicated, it took more time to computerize land administration affairs. However, it has been implemented for some time, and the ¡§effectiveness¡¨is to be evaluated. ¡@¡@This study was to evaluate the effectiveness and quality of the service rendered by the Land Affairs Administration of Kaohsiung County after it implemented computerization. There are various scale methods which can be used to evaluate performance and degree of satisfaction. This study adopted the PZB model, proposed by Parsuraman, Zeithaml and Berry¡]1985¡^to analyze the differences in the cognition of service quality among the public, land administration supervisors, and employees. The finding would serve as scientific foundation for the land affairs administration to improve its service quality. The major finding was classified into four categories: (1) Some of the 25 survey items in Gap 1 and Gap 2 of service quality were rejected, (2) All the 25 survey items in Gap 3 and Gap 5 of service quality were rejected; (3) The satisfaction gap of the public was larger than that of paralegal service and brokers, (4) After examining the variance of sex, age, and education of the public, it was found that age was the most powerful varable. ¡@¡@This study found that the land administration supervisors obtained higher average scores on emphasizing service quality than those obtained by their public and employees counterparts, indicating that the supervisors attached more importance to service quality than the other 25 survey items, indicating that the administration should work hard to make things better. In addition, the public¡¦s mean score of satisfaction the brokers, indicating that the public were less satisfied than the paralegal service with the service quality offered by the land administration. This could be caused by the public¡¦s unfamiliarity with land administration laws and operating procedures, and has produced the differences in the cognition of service quality. The land affairs administration should pay attention to this phenomenon. The performance of land affairs administration offices should be evaluated based on the viewpoint of the public in order to provide service that meets the public¡¦s expectations. To remove all the gaps is what land affairs administration offices should do first in order to improve their service quality.

Exploring the Service Quality for the Virtual Government ¡@¡@¡@¡@¡@¡@¡@Abstract ¡@¡@The virtual government has been defined as the citizen services provider on the Internet. In addition to its 24-hour and 7-day everlasting service hours, it has also reinvented the ways governmental agencies deliver their services. The citizens, without any limitation of service hours and physical locations, are entitled to get access to the online governmental services such as information inquiry, online service delivery, and paperless office. The virtual government has indeed played an important role between public agencies and citizens. ¡@¡@This thesis aim to explore the citizens requirements and evaluation for the virtual government. Based on the PZB model and SERVQUAL measures of service quality, this study proposes a conceptual framework and empirical measures that assess the online governmental services. The results have shown that: ¡Ð On the dimensions for service quality: Five dimensions for measuring online governmental services quality are extracted based on factor analysis of the 24-item questionnaire. They are system functions, convenience to citizens, reliability, efficiency, and attraction. ¡Ð On the model for service quality: Based on factor analysis and 1-way analysis of variance, citizens overall satisfaction is not significantly related to their perceived service quality. The results suggest that the overall satisfaction can be evaluated directly from citizens¡¦ expected service quality due to the fact that their expected and perceived quality of online governmental services do not differ substantially. Keywords: virtual government, service quality, PZB model, SERVQUAL

¡§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.

There is no doubted that the enterprises have to face the changeful and competitive environments today. That is why the Taipower Company needs to gain competitive advantages by providing the best of service quality to the consumer in the power market. This study is expected to be useful to the Taipower Company on the point of service quality in the strategy of knowledge management. It is made use of measuring consumer perceptions of service quality and researched for what the types of knowledge management strategy will be based on them. A new model of customer knowledge management includes the task environment, several important dimensions or variables such as the strategy of knowledge management, customer knowledge management. It is discussed for the process of knowledge management and established the institution of knowledge management in the Taipower Company.

When a service transaction occurs between a service provider and a customer there are dimensions of that transaction that are essential to making the customer feel satisfied with the transaction. Zeithaml, Parasuraman and Berry measured those dimensions for transactions that occur between the service provider and an external customer with a survey tool named SERVQUAL. It is theorized that for the external customer to be satisfied with the service transaction, the employees of the service provider must also be satisfied with transactions between the employees, or internal service quality. Those dimensions of internal service quality, or the satisfaction employees feel with each other, have not been described in a higher education setting. The purpose of this study was to determine the goodness of fit between the original SERVQUAL external service quality dimensions and those internal service dimensions identified by the University of Arizona Sponsored Projects Services Office (UASPSO). Through the identification of these dimensions a model of the culture of service quality of the UASPSO was also developed. Sixteen of the 25 Sponsored Projects Services Office employees were interviewed in 2005 to collect data concerning the validity of the original SERVQUAL dimensions and any new dimensions that might be identified with respect to internal service quality. Interviews were conducted using qualitative and constant comparison methods. Of the original ten SERVQUAL service quality dimensions described by Zeithaml, Parasuraman and Berry, Access, Communication, Competence, Reliability, Responsiveness and Understanding the Customer were found to apply to the construct of internal service quality in the Sponsored Projects Office. Reliability, Responsiveness and Understanding the Customer were subsumed under the new dimension of Mutualism. Credibility, Courtesy and Security were found not to apply, while Tangibles applied only as it supported Access and Communication. Tangibles, Access and Communication were subsumed under the new dimension of Approachability. All eight dimensions are found in the task-oriented realm of the processes and procedures of the Office. An additional five dimensions were also described as applying to internal service quality. Flexibility, Decision-making and Accountability are evident as task-oriented dimensions. Professionalism and Collegiality are evident as non-task-oriented dimensions. The study also described the impact of the culture of the organization on internal service quality. The managerial implications of this study were also suggested.

With the increasing popularization and progress of the Internet in recent years, people have become more and more accustomed to obtain knowledge through e-leaning. By using e-learning, lecturers and students can have classes not only in a physical classroom but also in a virtual classroom on the Internet. Moreover, due to the Internet is virtual and unlimited by region, making use of the two characteristics can make both sides of teachers and students have more channels and conveniences for their interaction. Among them, the formation of the Cyber University is the model for the mutual application of learning in a physical classroom and on the Internet. Based on the most part of the recent studies have been focused on the measures of the service quality of the whole e-learning system, and a considerable number of literatures have offered measuring methods; however, the specialized measures of the service quality of the Cyber University have been in shortage. Therefore, the study was in the hope of finding out what factors had an influence on the service quality of the Cyber university, and what characteristics of the Cyber University students cared about when they were using it. The study aimed to develop specialized indicators for measuring the service quality of the Cyber university by applying the past structure of e-learning.The study adopted the questionnaire survey method, and the main participants were those students at National Sun Yat-Sen University (NSYSU) who had ever used National Sun Yat -Sen Cyber University. Furthermore, the study used the measuring research of the e-learning system satisfaction which designed by Sun et al. (2008) as the main structure. And to probe the measuring indicators of the service quality of the Cyber Universi t y, the study was divided into six different aspects from areas such as learner, lecturer, curriculum, science and technology,design, and environment.The results showed that the Learner¡¦s perceptive satisfaction with the service quality of the Cyber University was affected by those following factors: the learner¡¦s attitude toward the Cyber University; the learner¡¦s anxiety; the curriculum flexibility of the Cyber University; the usability of the Cyber University; and the level of the learner¡¦s interaction with the lecturer or other students at Cyber University.Thus, the results of this study can be used as the thinking directions for the designers of a Cyber University platform, and also can be used as a reference to enhance the teaching quality and tudents¡¦ satisfaction for the Cyber University lecturers.

The key research question which was addressed by the study was whether gaps existed between the sal ient attributes employed for hotel selection by managers and customers and the inspection criteria used by the UK hotel classification and grading schemes. If so, to identify whether such unassessed attributes were appraisable by the hotel inspectorate. A review of the literature indicated that no such published study had previously been attempted. A literature review examined the criteria identified to assess service quality, and in particular its provision within the hotel industry. The historical development and operational characteristics of the major grading schemes were presented. A unique numerical analysis of the schemes provided the incidence of classified and graded hotels by country. This formed the basis for the establishment of a representative stratified random sample. The determination of the hotel selection attributes was achieved by literature review and in-depth and focus group interviews. An extensive questionnaire asking recipients to rate the importance of the selection attributes was distributed to 500 hotel managers, producing a 62.4~ response. Equivalent customer contacts were provided by the managers, and 500 customers were surveyed, producing a 57.8~ response. Attribute analysis defined important, interjacent and unimportant groups. Comparisons were made between leisure and business, gender, grading categories and forms of business ownersh ip for both data sets. The closeness of association between the total manager and customer data sets allowed a merging into a consolidated attribute set. An analysis of the schemes' grading criteria was compared with the important attributes to indicate those which were not specifically assessed by the schemes. A survey of hotel inspectors asked them to indicate whether such attributes were specifically, generally or not assessab 1e during a routine inspect ion, and if they were specifically assessable, to provide suggested methodologies for such assessment. The aim was achieved. Sixty five attributes were identified as important but not assessed by the schemes. Of these, 45 were capable of being specifically assessed. It was recommended that the scheme operators should take account of these findings when reviewing their hotel grading methodologies.

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.

IS quality is an important concept. Basing their model on information communication theory, DeLone and McLean formulated Information Quality and System Quality as two quintessential elements in their 1992 IS Success Model. In recent years, DeLone and McLean (2003) added Service Quality to form a triumvirate of antecedents to success. Unfortunately, the addition of this construct has unintentionally uncovered an overall lack of coherence in the theoretical modeling of IS Success. Research to date on IS Service Quality has largely ignored the impacts of Information Quality and System Quality when service is delivered through an information system (IS). We believe deeper theoretical insights are needed to reconceptualize Service Quality and rationalize IS quality. After reviewing related literature, we apply marketing exchange theory as a reference framework to redefine service related terms and identify possible scenarios of delivering service through systems. Thereafter, we model IS quality in a new way, based on analysis of alternative scenarios. In validating our proposed model, we discuss our research methods and data analysis that will serve as empirical evidence. In particular, we focus on content validity, construct validity, nomological validity, and unidimensionality of the three IS quality dimensions: System Quality, Information Quality, and Service Quality. By furthering our understanding of IS quality, we hope to initiate coherent theory development; this exercise should then lead to a theory that integrates IS quality elements and helps organizations implement effective strategies for using IS to deliver service. Through the empirical validation of IS quality model, we contribute an empirical assessment of content, construct, and nomological validity of the IS quality constructs, as proposed by DeLone and McLean in their 2003 updated IS success model.

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