The purpose of business is to pursue the growth of benefit. The organizations have to understand the perception of customer satisfaction concerning the products or services are meet to the customer¡¦s needs and wants, and / or to adjust or improve the operation process, even surpass customer¡¦s expectation. The development of Taiwan¡¦s industrial structure had stridden across agriculture and manufacturing sector to service sector in 20 century. The ISO series certification was the main stream of management in Taiwan in 1990s. In the free economic market that consumers ask for quality & satisfaction more and more. The certification body is a professional service firm. They have to compete with good audit quality and meet to the customer satisfaction. For continuous operation and enlarge the customer number that customer survey is the directly and usefully method to monitor and analysis. The objective of this study is to found out the development what one of the certification body in Taiwan who how to do the customer satisfaction oriented business. Through several variables such as perception quality¡Bexpectation¡Bimage¡Bvalue added to observe the change of customer satisfaction. The results of this study including that 1. The industry sector & size of customer did not significant influence the certification satisfaction. 2. The variables such as perception quality¡Bexpectation¡Bperception value¡Bimage¡Bvalue added were obvious influence the certification satisfaction. Among the variables, perception value¡Bimage¡Bexpectation were more important than others. As a customer oriented certification body shall focus on the audit quality and create audit value to the customer to increase value for money perception. Also the administrative process was one of the important issue when conduct audit such as advice notice and quick response of customer¡¦s request. Besides the management training & advisory not the main influence upon the certification satisfaction. Key words: certification¡Bcertification body¡Bcustomer satisfaction

For years, Taiwan Water Corporation (TWC) has been providing quality water to customers and improving the ratio of prevalence. However, with Taiwan¡¦s growth in economy and living-standard, it is becoming more and more difficult for TWC to provide satisfied water and to find clean water source. As a government owned business, TWC do not have to compete with any other competitor because of its monopolization. On the other hand, due to its social responsibility, TWC should work on providing quality water and continuously improving its service, the effort must be customer-orientated. In this paper, we survey the customer satisfaction of the TWC 7th branch. Several important findings as following: 1. In terms of physical outlay and the efficiency of service/construction, TWC has done a good job satisfying customers. Nevertheless, on the aspects of Assurance and Empathy, which affect customer satisfaction most seriously, TWC still has much to do. The improvement of outsourcing service, first-line employees, and quality of water are top tasks of TWC. 2. In general, customer satisfaction of Pingtung is better than which of Kaohsiung. When Kaohsiung customers require better quality of water, first-line employees¡¦ attitude, and water price, Pingtung customers ask for steadiness of water providing and the efficiency of construction in stead. 3. We strongly suggest TWC introduce quality activities such as QC Circle and other kinds of trainings. With the implication and emphasis of quality activities and customer satisfaction, could TWC strengthens service quality of its first-line employees, and turns its service process into customer-orientated. 4. Analysis points out outsourcing services are critical to TWC¡¦s customer satisfaction, especially the efficiency/safety of construction, accuracy/politeness of clerks, and the performance of outsourcing water purification station. TWC should make sure its policy and mission are executed perfectly.

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Abasract With the progression of time and the transformation of our society, the rights of mentally disabled patients are strongly advocated. The level of quality of services provided by medical institutions often reflects whether the rights of patients are respected. In addition, the degree of satisfaction of patients regarding the medical institution is often a strong indication of the quality of services of such an institution. The purpose of this research is to explore the perspectives from patients and medical personnel regarding the quality and the level of satisfaction of medical services, in order to understand which medical service quality factors could apply to the mental health institution and factors that are regarded as the reference of mental health institution . This research is based on SERVQUAL formal quantity form which is included in five medical service quality components offered by three scholars of Parasuraman, Zeithaml and Berry. According to the characteristic of medical industry to adjust, it fits in with the service characteristic of the hospital to concentrate on the patient. Using description method to collect data from a questionnaire , this study targeted 62 patients and 77 medical personnel of Psychiatric Hospitals . The results are as follows. (1)The mental patients are mostly distributed with in the 31-50 year age group , are unmarried and are high school education . Before being diagnosed as schizophrenic the patients were mostly unemployed. Medical personnel with long-term work eaperence and these of short-term are equal in number . The education level is mostly vocational school and university, the majority with professional titles are nursing staff and service period is from one year to five years. (2)Analyzing six factors from the form of the medical service quality, named as its attribution: assurance , empathy , tangibles , reliability , responsiveness and utilization of public space. (3)In 35 items of medical service quality, the first three items of greater satisfaction indicators for patient are: confortable living environment , nurses have sufficient nursing technology and knowledge. The first three items of greater satisfaction indicators for medical personnel are: the hospital can maintain the patient¡¦s confidentiality , medical personnel will help patients to solve problems, and medical personnel ensure safety and relabilityin contact with patients. In order to improve the patient's medical treatment quality satisfaction, there are three suggestions as follows. (1)To increase the extension and depth of pharmacist's medicine consultation. (2) Besides medical professional personnel, the hospital should also add service attitudes and evaluations of administrative personnel in other medical industries. (3) Medical professional personnel should consider patient's rights priority and offer patients the individual care and the model of treatment.

National Health Insurance in Taiwan has been implemented since March 1, 1995. With changes and challenges of medical treatment policy and environment, the strategic management of medical treatment should be re-adjusted. In order to adapt to the new healthcare environment, the different strategic alliances will be adopted by private sectors. By doing so, the organizations would gain the necessary resources, such as patients, and financial supports, to achieve the goals of mutual benefit. The purposes of this study were to examine the financial performance before and after strategic alliance, and to investigate the patient satisfaction after the implementation. The research is divided three parts to discuss: 1. Financial achievement: to gather the relatively financial data of implementing strategic alliance around ten months in A clinic and B hospital to discuss the efficiency of strategic alliance. 2. Efficiency evaluation after employees knows the implement of strategic alliance: the research will take the employees in five hospitals and clinics that have participated in policy alliance as a sample with questionnaire investigation to discuss whether "the management achievement evaluation of strategic alliance" has any significant difference in the different characteristics of the employees. 3. Satisfaction of going to doctors after strategic alliance has implemented: the research will take the patients who accept retina operation as a sample with telephone questionnaire investigation after the implement of strategic alliance to discuss whether the characteristics of patients satisfaction of going to doctors have any significant difference, and whether the medical treatment result, the process of going to doctors, and the process of medical treatment have any significant difference. The research found the followings: 1. Before implementing strategic alliance, we have evaluated A clinic's advantages, disadvantages, and its purpose of establishing strategic alliance. It found that strategic alliance is workable for A clinic for long-term. Moreover, for retina operation, basing on financial achievement, the management gross profit increases after the strategic alliance. 2. The management achievement evaluation of the personal characteristics are significant difference of the evaluation of the customer-guide. 3. The patients characteristics of the education degree, the satisfaction of the process in going to doctors¡¨, and ¡§the satisfaction of the process in medical treatment¡¨ have the significant difference. 4. ¡§The medical treatment result¡¨, ¡§the satisfaction of the process in going to doctors¡¨, and ¡§the satisfaction of the process in medical treatment¡¨ of the patients reveals the significant difference. 5. ¡§The degree of the disease improvement¡¨ and ¡§the medical treatment process¡¨ of the patients is in the positive relation.

Facing trend of globalization, each government actively upgrade its added value for competitiveness enhancement. In response to these, the spindle of growth value is to accomplish ¡§miniature but magnificent government.¡¨ In other words, government reengineering not only emphasizes on organizational reengineering but the most important is to changes the mindset and constitution of ¡§not action¡¨ and ¡§authority maximization but reject change¡¨ through the process of reengineering in order to enhance the government effectiveness and decision quality. The most serious organizational reengineering for government institution is department regroup and elimination that affects a lot on rights of employee. In addition, the process and outcome of this kind of reengineering cannot be controlled by executive and management. This research was to understand how a government strengthens and increases loyalty and working desire of employees with different attitude under uncertainty of current organization, tasks, and regulations so that to increase competitiveness and overall performance. In this research, personal factor was an independent variable, job satisfaction and devotion was middle variable, was to probe into whether performance would be effected by job satisfaction and devotion in an organization reengineering. The research conducted questionnaire and its target group of this research was mainly focus on coast guards located in Kaohsiung of Coast Guard Administration. Data analysis of this research adopted descriptive statistics, factor analysis, credibility analysis, independent sample T-test, one-way analysis of variance, regression analysis, and etc.. The way used to analyze the collected data was firstly to describe scores of each variable in sample and secondly by one-way analysis of variance to test significant difference between personal variable on job satisfaction/ devotion and performance. Meanwhile, multiple regression analysis was used to analyze effect and prediction among aspects of job devotion, job satisfaction, and performance and used to explore significant effect on job satisfaction, devotion and performance under organization realignment circumstances. The results of research showed that: (1) different personal variables have significant difference on work achievement and influence power which on aspects of job satisfaction; (2) department code under personal variables is significant different on job devotion; (3) academic level and gender have significant difference on job performance; (4) job autonomy and development, leadership satisfaction, achievement, influence power and evaluation which under aspects of job satisfaction are significant different on job devotion; (5) achievement which under job satisfaction has significant difference on performance; (6) job devotion has no significant difference on job performance. Based upon above-mentioned results, hereunder have some suggestions along with this research: (1) Manager or supervisor should pay more attention on employee needs and feedback to higher management team for improvement in order to shorten the period of adaptation of organization reengineering. (2) Increasing number of training courses on different professions will strengthen job adaptability and ability of supervision. By doing this, employees will accomplish their task smoothly and appropriately, and meanwhile to gain recognition and rewards from society. (3) Refining process of performance management and appraisal. One of performance management purpose is to feedback on employee hard working, attendance, and job outcome in timely manner so that job performance can be truly affected by employee job devotion. Hence, to add or remove evaluation items will be able to guide and lead our colleagues to learn and reinforce taking responsibility of value of social mainstream. (4) To praise, admire, and recognize excellent employee publicly will promote job achievement and performance.

ABSTRACT Due to the combined factors of the declining of the birth rate year by year; the impact caused by the change of population structure and the incapability of the highway supervising authorities to thoroughly implement Clause 35 of ¡§The rules governing the private driving schools¡¨, the livelihood of the coaches and the staff are adversely hampered and it is also against the anticipation of the management. This research is purposed to study how the management, under the circumstances, to stimulate the sense of belonging amongst the staff and to boost their morale through the job involvement as well as job satisfaction so as to achieve the competitiveness and the efficiency of an organization. This study uses the personal variants as the independent variable ; the job satisfaction and the job involvement as the middle variable trying to probe the possible correlations between the two abovementioned factors and the job efficiency. This thesis¡¦ object is the staff of the driving schools nationwide. It uses questionnaires to collect deta. With regard to the deta analysis, the methods of description statistics analysis, factor analysis, credibility analysis, the T-survey of independent objects, the single factor variation analysis and the regression analysis etc. are used. Firstly, it describes how the objects get scores among the variants. Secondly, the single factor variation analysis is used to examine whether the personal variants show up apparent differences to the job satisfaction, involvement and efficiency. The multiple regression analysis is used to analyze the possible influence and the predictability of the personal variants towards the job satisfaction, involvement and efficiency. multiple regression analysis is used to probe whether the job satisfaction has any apparent impact on the job involvement and job efficiency. The outcome shows: (1). The gender factor among the personal variants has no apparent differences after one-by-one comparison whereas this research finds that the male has higher exterior work satisfaction than the female. (2). The variety of divisions has apparent difference towards interior job satisfaction, so is the characters of work towards the interior satisfaction. (3). Through the difference analysis, it is found that the personal traits have no apparent difference towards the job autonomy of the staff. (4). The characters of work have apparent difference towards the job development. (5). Age has apparent difference towards job efficiency. (6). The age of the staff has apparent difference towards the job involvement. (7).The interior satisfaction of a satisfactory work has apparent difference towards job involvement. (8). Job satisfaction has no influence on the job efficiency. (9).The job involvement has no apparent impact on job efficiency. According to the outcome of the research, this thesis suggests that: (1).The employment and assignment of the work must accord with the specialty of the employees. (2).The furtherance of training is needed to enhance the work ability. (3).It needs to improve the mechanism of the efficiency evaluation.

Taiwan Railway Administration Bureau (TRAB) is a public transportation service unit; it has obtained the monopoly of Taiwan railway transportation business. Recently because of the policy of going private for most of the national business, the employee turn over rate is high, new employees who intend to resign from the company is increasing. Many competent employees left and caused big damage to the company, and many works can not be accomplished smoothly, how to build up a pleasant atmosphere and inspire the employees potential, increase their job satisfaction, reduce the turnover rate, in order to bring the maximum benefits for the organization becomes the most critical issues. This research is focused on the employees at Taiwan Railway Administration Bureau, their work attitude and the overview of the resignation inclination. The target groups are the employees at the head office and the engineering department, and the researcher chose the random selected people to fill in the questionnaires and test there opinions. This research covers 400 copies of questions, through the process of going private, the researcher intends to see the result of different people¡¦s personal attributes toward job involvement, job satisfaction, resignation inclination, etc. and try to get the variables and the result of the research: 1.Different employees¡¦ attitudes in TRAB with different personal attributes variables, they have significant difference in each dimension of job involvement, job satisfaction, and resignation inclination. 2.TRAB employees¡¦ attitudes with different degree of job involvement have the significant influence to resignation inclination. 3.TRAB employees¡¦ attitudes with different degree of job satisfaction have the significant influence to resignation inclination. 4.TRAB employees¡¦ attitudes that have the interrelation between job involvement in each dimension and personal attributes variables have the significant influence to resignation inclination. 5.TRAB employees¡¦ attitudes that have the interrelation between job satisfaction in each dimension and personal attributes variables and have the significant influence to resignation inclination. 6.TRAB employees¡¦ attitudes toward job involvement have significant positive co-relation to job satisfaction. According to the result of the research, this research are covered with the following suggestions to TRAB : 1.Set up fair and reasonable diversified performance evaluation and promotion system. 2.Increase feedback programs to the best performed employees, give them the opportunities to think and decide. 3.Set up the retention plan. 4.For the employees that have higher education or have higher position, the company should design more challenging, diversified, self-controlled jobs, and they have more opportunities to use different skills to complete various jobs, in order to increase the sense of job satisfaction. 5.Reinforce the employees¡¦ cohesiveness, reduce the resignation inclination. The suggestions to the following researchers: There are many factors that influence an employee to resign; this research is only focused on job satisfaction, job involvement and personal attributes variables, other variables such as organization climate, culture, leadership behaviors etc. have not been researched. This research suggests that the following researchers can concentrate on the resignation inclination in many other cases, and analyze with multiple variables.

Due to the background discrepancy, the regulations of healthy insurance, and the different situation of medical service, there is different perception of balance billing between patients and physicians. The promotion of balance billing is based on the request by law, paid by the users, and medical budget control, which can lead to lower growth rate of medical fee. The purpose of this study is not only to reveal the difference of perception of balance billing between patients and physicians, but also to find out the relationship between service satisfaction and perception gap. Cross-section research method was used to investigate the opinions of admitted patients and physicians in 65 hospitals, located in southern Taiwan and affiliated with the Bureau of National Health Insurance, by questionnaire during a 2 months period. We¡¦d performed various statistical analyses in order to identify the different perception between patients and physicians, and the relationship between perception gap and medical service satisfaction. After extensive research on the related factors, including medical service situation, individual need, and past experience of patients, we can predict their expectation to balance billing. Besides, the discrepancy of expectation and perception between patients and physicians can cause the satisfaction gap, which may influences medical service satisfaction. Our results provided the related factors of satisfaction to the Bureau of National Health Insurance, in effort to help the promotion of balance billing.