Aim: The purpose of this study is to investigate the evaluation and conceptualization of service quality and its interactive impacts for customer satisfaction. This study provides some positive and constructive proposal to make up the service gap ,and provides preliminary results supported by SERVQUAL model to measure the mutual interactions between service quality and customer satisfaction. Service quality and customer satisfaction have been studied by the help of quality dimensions and some suggestions are offered for improving service quality. Methods: The primary data have been collected through interviews and questionnaires. The secondary data has been collected through literature review. Case study approach is used to identify the current relationship between service quality and consumer satisfaction. Result and Conclusions: We used five service quality dimensions to measure service quality and customer satisfaction. After survey is conducted, it has been clear that there are two dimensions (Empathy and Responsiveness) made a significant service gap between our target company and the key customer groups. The gap is the Differentiated service and the Service promptness. We also give our suggestions to make up the gap.             Providing differentiated services. Scheduling to the workload rather than to workers’ traditional schedules Empowering as many staffs as possible to deal with the problems and providing initial training on how to solve most common problems Customer segmentation, providing the characteristic services to customers. Providing characteristic services to customers Contributions of the thesis / Value: We believe that this thesis will help Xingya Technical Communication Company (XTCC) to become more aware of service quality and constantly updated the service to overcome the customer complaints. And after the study, we find that the service quality dimensions (Empathy and Responsiveness) are the controversial issues. We think this study can provide some useful information for this research area. Implications: This survey contributes to the topic both at practical and theoretical levels. We also put forward our suggestions for the target service provider in order to help them improve service quality in the future.

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A lentidão processual é um indicador de ineficiência da justiça e também uma de suas causas. A normal duração dos processos cíveis está comprometida por uma série de fatores, tais como o aumento da litigiosidade, a falta de infraestrutura dos órgãos judiciários e insuficiente utilização das novas tecnologias da informação, a deficiente formação dos juízes e advogados e, particularmente, a falta de efetiva repressão às más condutas dos sujeitos processuais. Este trabalho tem por escopo identificar as condutas processuais irregulares causadoras ou contributivas para a morosidade e traçar parâmetros objetivos para sua repressão. Para tanto, foram estudados os principais aspectos relativos ao comportamento abusivo dos sujeitos processuais que violam o direito à razoável duração do processo e trazem prejuízos processuais e extraprocessuais, tanto às partes envolvidas no litígio, quanto à dignidade da jurisdição. O trabalho busca demonstrar, portanto, que ética, compromisso e cooperação são peçaschave na solução do intrincado problema da lentidão processual e que, para resolvê-lo, não são necessárias alterações legislativas: a adequada aplicação dos atuais mecanismos repressores das condutas iníquas, à luz desses valores, é suficiente para a garantia da razoável duração do processo. / The slowness of judicial procedures is a symptom of the inefficiency of justice and is also one of its causes. The usual duration of civil proceedings is jeopardized by a number of factors, such as the increase in litigiousness, the lack of infrastructure of the judiciary bodies and insufficient use of the new information technologies, the deficient educational level of judges and lawyers, and particularly the absence of an effective repression to abusive conducts of the parties to a lawsuit. The scope of this paper is to identify the improper procedural practices that give rise or contribute to the slowness of justice and to establish objective parameters to repress it. For such purpose, a study was performed on the main aspects related to abusive practices carried out by the litigants, which infringe the right to a reasonable length of proceedings, and bring about an adverse effect in court and out of court, both to the parties involved in the litigation and to the dignity of the jurisdiction. Therefore, the paper searches to demonstrate that ethics, commitment, and cooperation are key components to the solution of the intricate problem of procedural slowness, and that no legislative amendments are required to solve it: in light of such values, the proper application of the existing repressive mechanisms for inequitable conducts is sufficient to guarantee the reasonable length of court proceedings.

A lentidão processual é um indicador de ineficiência da justiça e também uma de suas causas. A normal duração dos processos cíveis está comprometida por uma série de fatores, tais como o aumento da litigiosidade, a falta de infraestrutura dos órgãos judiciários e insuficiente utilização das novas tecnologias da informação, a deficiente formação dos juízes e advogados e, particularmente, a falta de efetiva repressão às más condutas dos sujeitos processuais. Este trabalho tem por escopo identificar as condutas processuais irregulares causadoras ou contributivas para a morosidade e traçar parâmetros objetivos para sua repressão. Para tanto, foram estudados os principais aspectos relativos ao comportamento abusivo dos sujeitos processuais que violam o direito à razoável duração do processo e trazem prejuízos processuais e extraprocessuais, tanto às partes envolvidas no litígio, quanto à dignidade da jurisdição. O trabalho busca demonstrar, portanto, que ética, compromisso e cooperação são peçaschave na solução do intrincado problema da lentidão processual e que, para resolvê-lo, não são necessárias alterações legislativas: a adequada aplicação dos atuais mecanismos repressores das condutas iníquas, à luz desses valores, é suficiente para a garantia da razoável duração do processo. / The slowness of judicial procedures is a symptom of the inefficiency of justice and is also one of its causes. The usual duration of civil proceedings is jeopardized by a number of factors, such as the increase in litigiousness, the lack of infrastructure of the judiciary bodies and insufficient use of the new information technologies, the deficient educational level of judges and lawyers, and particularly the absence of an effective repression to abusive conducts of the parties to a lawsuit. The scope of this paper is to identify the improper procedural practices that give rise or contribute to the slowness of justice and to establish objective parameters to repress it. For such purpose, a study was performed on the main aspects related to abusive practices carried out by the litigants, which infringe the right to a reasonable length of proceedings, and bring about an adverse effect in court and out of court, both to the parties involved in the litigation and to the dignity of the jurisdiction. Therefore, the paper searches to demonstrate that ethics, commitment, and cooperation are key components to the solution of the intricate problem of procedural slowness, and that no legislative amendments are required to solve it: in light of such values, the proper application of the existing repressive mechanisms for inequitable conducts is sufficient to guarantee the reasonable length of court proceedings.

La Pologne est un ancien État communiste qui a signé la Convention européenne des droits de l'homme en 1991 et l'a ratifiée en 1993. Le droit de recours individuel a été reconnu en 1993. Le changement de régime a exigé de revoir le système juridique polonais, dont les principes du procès équitable, afin de pouvoir se conformer aux exigences de la Convention. La France a signé la Convention en 1950, l'a ratifiée en 1974. Le droit de recours individuel a été reconnu en 1981. C'est un des plus anciens signataires de la Convention et actuellement un acteur majeur de la société internationale dont l'attachement aux droits de l'homme constitue un élément caractéristique de sa politique extérieure. Cette étude comparative détermine si les exigences concernant les tribunaux et le procès, ainsi que les droits garantis en matière pénale, imposés par l'article 6 de la Convention, sont respectés dans les deux États. D'un côté, cela permet de voir les différences et les similitudes entre la France et la Pologne qui peuvent sembler différentes à cause de leur histoire et de leur tradition de respect des droits de l'homme, mais qui également se ressemblent dans les mécanismes de protection des droits de l'homme mis en place et rencontrent les problèmes similaires, comme par exemple la durée excessive de la procédure ou le non-Respect du principe de l'égalité des armes.D'un autre côté, cela permet de vérifier si les organes internes ont bien appliqué et, le cas échéant, réparé les violations de la Convention, notamment par les réformes de la loi interne. / Poland is a post-Communist state which signed the Convention in 1991, and ratified it in 1993. The right to the individual application was established in 1993. The change of the regime required to reform the Polish legal system, including the principles of fair trial, to comply with the requirements of the Convention. France signed the Convention in 1950, and ratified it in 1974. The right to the individual application was established in 1981. It is one of the oldest members of the Convention and at the moment one of the major actors of the international society, whose attachment to human rights is one of the characteristics of its foreign policy. This comparative study sets out to determine whether the requirements concerning the courts and the trials, and the rights guaranteed in criminal matters imposed by the article 6 of the Convention are respected in both states. On the one hand, this enables us to see the differences and the similitudes between France and Poland. These two states can seem to be different because of their respective histories and traditions when it comes to the respect of human rights. However, in the final analysis, they deal with similar problems, as, for example, the excessive length of proceedings, or non-Respect of the principle of equity of arms. On the other hand, this enables us to verify if the judgements of the European Court of Human Rights have been entirely implemented by the two states, and, where necessary, if the infringements of the Convention were repaired, including the reforms of the internal law.