Taiwan Salt Industrial Corporation¡]T.S.I.¡^is a large business that presently monopolizes the salt producing industry in Taiwan. It was to be privatized by the target date of November in 1992 but has not yet been assessed by Executive Yuan. Since joining the WTO, Taiwan¡¦s economic policies have favored privatization, liberalization and internationalization. The salt products market would be fully open after abolishing the Regulation of Salt Policy, which would follow the privatization of T.S.I.. T.S.I. would then face strong competition.The promotion of quality service is presently the major focus of T.S.I. management. Therefore, the subject in need of exploration is mastering the competition by promoting service quality. After studying the interrelated references and theories, this research adopts the¡uSERVQUAL¡vscale for measuring the service quality which was introduced by three scholars; Parsurama, Zwithaml and Berry. This questionnaire, which aims at the management character of T.S.I., was developed appropriately through calculation and amendment. Those interviewed for this research were the salt buyers for agriculture and industry who bought salt from the Kaohsiung Sales office of T.S.I. and the consumers who bought the new products. The questionnaire included four dimensions; expected service, perceived service, overall satisfaction and individual demands. The following are some of the findings of this study: 1. The salt buyers for agriculture and industry There is positive correlation between perceive service and satisfaction among the buyers. That is, the more efficient the buyer¡¦s perceived the service to be, the higher their reported satisfaction was. There is a positive correlation between expected service and satisfaction among buyers. That is, the higher the buyeer¡¦s expectation of service, the higher their satisfaction was with that offered by the Kaohsiung Sales office of T.S.I.. There is positive correlation between the satisfaction and continued purchases made on the part of the buyers. That is, the higher the buyer¡¦s satisfaction with the Kaohsiung Sales office of T.S.I., the more continual purchases the buyer made. There is a positive correlation between satisfaction and recommendations among buyers. That is, the more satisfied the buyer was the more the buyer recommended of the products of purchased to friends and relatives. 2. The Consumers There is a positive correlation between expected service and perceived service. That is, the higher the expectations of the consumers were the better they perceived the service they received. A positive correlation is found between perceived service and satisfaction. That is, the more efficient the consumer perceived the service to be the higher their reported satisfaction. The study showed a positive correlation between expected service and satisfaction. That is, as consumer¡¦s expectations grew so did their satisfaction. A positive correlation is found between the satisfaction and continual purchasing behavior of customers. When consumers are satisfied they continue to buy. Finally, a positive correlation exists between satisfaction and recommendations made by customers. When customers are satisfied they recommend the products they purchase to their friends and relatives.

The major purpose of this study was to assess the impact of leadership style on service quality in intercollegiate athletics. Specifically, the study examined the relationship between the athletic directors'€™ transformational leadership and service quality as perceived by the student athletes via the organizational outcomes including organizational citizenship behavior, organizational commitment, and job satisfaction. To accomplish this purpose, two web-based surveys were utilized to collect data from 927 head coaches and 1,064 student athletes from 53 institutions of the major five conferences in the NCAA during the 2005-06 academic year. The final response rate from the head coaches was 19% (175/927), and from the student athletes was 25% (271/1064). The instrument included basic demographic information, a nine-item to measure the athletic directors'€™ transformational leadership (Bass, 1985a), a twelve-item measure to assess head coaches'€™ organizational citizenship behavior (Smith, Organ, & Near, 1983), a six-item measure to capture head coaches' affective commitment (Meyer & Allen, 1997), a three-item measure to assess head coaches'€™ overall job satisfaction (Cammann, Fichman, Jenkins, & Klesh, 1983), and a fourteen-item measure to assess student athletes' perceived service quality (Harris, 2002). The descriptive data revealed that the athletic directors' charismatic leadership, one dimension of transformational leadership, was the prominent factor, as perceived by the head coaches. Further, the student athletes perceived responsiveness and empathy as the prominent dimensions of service quality. Results from the SEM indicated that the overall athletic directors' transformational leadership was correlated to all organizational outcomes. In the relationship between the transformational leadership and service quality via the organizational outcomes, generalized compliance mediated the relationship between the transformational leadership and service quality.

The purpose of this study is to discuss internet service quality and website traffic what relations exist between the two. Review the previous literature on the internet service quality, the general analysis of the literature is to take the questionnaire form. In addition, although Taiwan's small and medium enterprises are active in setting up the company's Web site, but they are only concerned about the existence of their company's Web site. Therefore, they rarely make use of the characteristics of the Internet to increase the profits of the company. The majority of small business Web site service quality is very simple, so this study is based on small and medium enterprises in Taiwan in 2008, 9-12 months of the average site traffic information as a sample. Then we use econometric methods to estimate the internet service quality to the impact of site traffic. After the analysis of empirical models, this study get the following four conclusions: (1) Taiwan's small-scale service sector industries, and its Web site service quality still needs to strengthen. (2) Service interaction quality and usability for visitors's convenience time have a significant positive impact. (3) Information quality and service interaction quality for visitors's byte volume have a significant positive impact. (4) Government should encourage the industry policy of the network platform. Based on the above conclusions, this study suggests that the government can make use of service interaction quality, supplemented by information quality and usability to set up the service sector of the network platform and to provide related technology or subsidies to small businesses and to promote the site.

Abstract This study commences a process of developing a scale for the measurement of service quality in higher education in South Africa and also examines the relationship between the measures of service quality on the one hand and some other related variables such as intention to leave the university, trust in management of the university and the overall satisfaction with the university. Using structured questionnaires, survey data was collected from students (n = 391) in two South African universities. Findings indicate that the 52-item measure of service quality in higher education is a multidimensional construct loading on 13 factors with a high reliability coefficient (0.93) and some construct validity. Significant relationships were also found between service quality in HE and other study variables—intention to leave university, trust in management of the university and overall satisfaction with the university. Some further research directions were suggested and policy implications of findings discussed.

Low job satisfaction is a major cause of high turnover among health care providers (Krueger, Brazil,Lohfeld, Edward, Lewis & Tjam, 2002; Costello, 2001 and Nobile & McCormick, 2008). Job satisfaction that affects the quality of service and organisational commitment may be a contributing factor in the shortage of health care providers. These observations led to an increased interest in assessing job satisfaction levels among health care providers.

Measurement of quality is an important area within the services sector. To date, most attempts at measurement have focussed on how external clients perceive the quality of services provided by organisations. Although recognising that relationships between providers within a service environment are important, little research has been conducted into the identification and measurement of internal service quality. This research focuses on the measurement of internal service quality dimensions in the complex service environment of an internal healthcare service chain. The concept of quality in healthcare continues to develop as various provider, patient and client, governmental, and insurance groups maintain an interest in how to 'improve' the quality of healthcare service management and delivery. This research is based in healthcare as a major area within the service sector. The service environment in a large hospital is complex, with multiple interactions occurring internally; health is a significant field of study from both technical and organisational perspectives providing specific prior research that may be used as a basis for, and extension into service quality; and the implications of not getting service delivery right in healthcare in terms of costs to patients, families, community, and the government are significant. There has been considerable debate into the nature, dimensionality, and measurement of service quality. The five dimensions of SERVQUAL (tangibles, assurance, reliability, responsiveness, and empathy) have become a standard for evaluations of service quality in external service encounters, although these have been challenged in the literature. As interest in internal service quality has grown, a number of researchers have suggested that external service quality dimensions apply to internal service quality value chains irrespective of industry. However, this transferability has not been proven empirically. This research examines the nature of service quality dimensions in an internal healthcare service network, how these dimensions differ from those used in external service quality evaluations, and how different groups within the internal service network evaluate service quality, using both qualitative and quantitative research. Two studies were undertaken. In the first of these, interviews with staff from four groups within an internal service chain were conducted. Using dimensions established through qualitative analysis of this data, Study Two then tested these dimensions through data collected in a survey of staff in a major hospital. This research confirms the hierarchical, multidirectional, and multidimensional nature of internal service quality. The direct transferability of external quality dimensions to internal service quality evaluations is only partially supported. Although dimension labels are similar to those used in external studies of service quality, the cross-dimensional nature of a number of these attributes and their interrelationships needs to be considered before adopting external dimensions to measure internal service quality. Unlike in previous studies, equity has also been identified as an important factor in internal service quality evaluations. Differences in service expectations between groups in the internal service chain, and differentiation of perceptions of dimensions used to evaluate others from those perceived used in evaluations by others were found. This has implications on formulation of future internal service quality instruments. For example, the expectations model of service quality is currently the dominant approach to conceptualising and developing service quality instruments. This study identifies a number of problems in developing instruments that consider differences in expectations between internal groups. Difficulty in evaluating the technical quality of services provided in internal service chains is also confirmed. The triadic nature of internal service quality evaluations in internal healthcare service chains and the problems associated with transferring the traditional dyadic measures of service quality are identified. The relationships amongst internal service workers and patients form these triads, with patient outcomes a significant factor in determining overall internal service quality, independent of technical quality. This thesis assists in supporting the development of measurement tools more suited to internal service chains, and will provide a stronger and clearer focus on overall determinants of internal service quality, with resultant managerial implications for managerial effectiveness.

It is obvious that customers are important stakeholders in organizations and their satisfaction is a priority to management. Customer satisfaction has been a subject of great interest to organizations and researchers alike. In recent years, organizations are obliged to render more services in addition to their offers. The quality of service has become an aspect of customer satisfaction. It has been proven by some researchers that service quality is related to customer satisfaction. Others used service quality dimensions to evaluate service quality. What about the relationship between customer satisfaction and service quality dimensions; the relationship between service quality and its dimensions?   Purpose: The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions.   Method: Convenience sampling technique was used to collect quantitative data from customers of Umeå University, ICA and Forex to get their satisfaction levels and meaning of service quality which were substituted in the SERVQUAL model. Chi-square test was used to test the hypotheses separately and in a group.   Findings: The study showed distinctive results for the relationship between service quality dimensions and service quality/customer satisfaction.ICA and Forex had significant relationship between service quality and customer satisfaction; butUmeåUniversity had no significant relationship between service quality and customer satisfaction. Meanwhile the group result showed that: ´responsiveness`, empathy´ and ´reliability´ were significantly related to service quality; ´reliability` and `empathy`, were significantly related to customer satisfaction but `responsiveness` was not significantly related to customer satisfaction; meanwhile service quality was significantly related to customer satisfaction.   Implication/Contribution: The findings imply that service quality is not the only factors that could lead to customer satisfaction in service sectors; that service quality dimension varies in the different service sectors. The findings suggest that to provide quality service in order to satisfy customers, organizations in this kind of service sectors need to improve on the dimensions of service quality. Also, to provide total satisfaction to customers, the service sectors need to improve on the other factors that were given as reasons for satisfaction. This study contributes to existing theories by confirming or adding value to the relationships that are involved in customer satisfaction, service quality and SERVQUAL dimensions. It provides results that could be useful to managers in business organisations for strategic planning.

Objective: The purpose of the study is to explore the gap of service quality between pediatric therapist and family of children with disabilities. Service Quality Model and SERVQAL were used to evaluate and compare expectations and performance of service quality for pediatric therapist and family members. Based on the research results, pediatric therapist and rehabilitation department can adjust the service quality and responsiveness. Method: Pediatric therapists and family of children with disabilities from 7 hospitals or rehabilitation clinics in Kaohsiung area completed an adapted SERVQUAL questionnaire. A total of 60 SERVQUAL questionnaires from pediatric therapists and 228 questionnaires from family members were distributed. Fifty-four questionnaires from pediatric therapists and 209 questionnaires from family were returned (response rate is 90% and 91%, respectively). The collected data was analyzed with descriptive statistics, t-test, and one-way ANOVA by using SPSS Windows version 17.0. Result: (1) The dimension of assurance was ranked the most important in expectations and performance of service quality for pediatric therapists and family of children. (2)The major expectation gap between pediatric therapists and family of children is the dimension of Responsiveness, and then Empathy. (3)The major gap between expectations and performance of service quality for pediatric therapists is the dimension of Tangibles. (4)The factor influences expectation of service quality is sex of pediatric therapists and family of children, autism diagnosis, and the level of the disabilities handbook. The factor influences performance of service quality is sex of pediatric therapists, the level of hospitals where therapists work, autism diagnosis, and the level of the disabilities handbook . Conclusion: For family of children with disabilities, it is very important that pediatric therapists not only get professional knowledge but also with abundant working experience. About service quality, pediatric therapists shall maintain professional and reliable services. The study suggests the tangible quality can be improved such as facilities, assistive device, environment cleaning, and parking problem.

The issue of ¡§how can a company benefited from information technology (IT)¡¨ is one of the most important strategical issues to an enterprise in this increasingly competitive global market. Enterprises and their collaborative industries are paving their way to the level of total computerization in the hope of gaining the superiority in the market with the aid of computerization. Therefore, we can see that the integrated IT network system has become the main neural network which is vital to an enterprise at the strategical level. As a direct result of that, the quality of the IT services offered by the IT service providing sector inside of an enterprise does influence how good the IT network may be inside of an enterprise after a long period of time. For that reason, it is possible to infer that the service quality of the IT service holds the key to building a successful IT environment inside of an enterprise. This paper evaluates the level of the quality of the services offered by the IT service providing sector inside of an enterprise. This research also looks into the issues of how the results derived from this research may help to improve the quality of the services offered by IT service providing sector inside of an enterprise. This research uses ¡§five-dimension¡¨ service quality evaluation model, which is brought up by Parasuraman, Zeithaml and Berry along with SEVERQUAL questionnaire plus consulting with the characters of IT service providing sector, to develop the primary questionnaire first. The final questionnaire for evaluating the quality of the services offered by IT sector inside of an enterprise was later developed after (1) consulting with the experts in this area (2) pre-test (3) analysis of the credibility of the questionnaire were done. The final questionnaire was finally put to test at later stage. The results gained through the questionnaires were also studied at later stage. The results derived from this study display the differences between the expectations and the perceptions of the service quality of the IT service providing sector among the interviewers are huge as far as the IT system users are concerned. However, there are no notable differences between the recognition of the quality of the services of the IT service providing sector and the expectation of the quality of the IT services of the users. Furthermore, the degree of total satisfaction of the user and the perceptions of the different dimensions of the users are interconnected. In the research, the variable of the population of the IT user doesn¡¦t influence the two options, such as ¡§age¡¨ and ¡§duration of work¡¨ with regards to the quality of the services provided by the IT service providing sector. Otherwise, the variable of the population of the IT user does influence the degree of total satisfaction of the user. ¡§Tangibility¡¨, which is in the ¡§first thing-to-be-improved¡¨ area as far as the IT service quality is concerned, must be dealt with swiftly and efficiently according to the results derived from the analysis diagram of ¡§expectation and perception of the service quality of the IT service providing sector¡¨. This research aims to extend the study of the service quality of the service industry to the study of the service quality of the IT service providing sector inside of the enterprises. Therefore, this research may be used as to an alternative method to evaluate the service quality of the IT service providing industry inside of the enterprises. The chief executive officers and the IT managers in an enterprise may use the ¡§measurement of IT service quality from different dimensions ¡§developed in this research as a reference when devising the strategies of the service quality of the IT service providing industry inside of the enterprise.

With the rise of Internet, ¡§Electronic Mailbox¡¨ becomes the most immediate communication channel between government and citizens beyond limit of time and distance. Apparently, Electronic Mailbox appears as one of the two-way interactive e-government services; moreover, it is commonly available on all country government web sites and offers two-way communication service channel. Citizens are able to express their opinions, doubts, and complaints regarding policies, laws, and regulations via such electronic approach, and can look forward to receiving prompt responses or results. On the other hand, through civic participation, government enables to gather public opinions and then, to transform them into knowledge resources to policy and strategy decision-making. Therefore, the service quality of Electronic Mailbox not only becomes the manifest index of e-government service, but also influences citizen¡¦s satisfaction with government services. According to what Zeithaml et al. (2002) proposed as ¡§e-SQ model,¡¨ we set up the "e-SQ model¡¨ of Kaohsiung City Mayer¡¦s Electronic Mailbox, and bring up six dimensions as ¡§efficiency,¡¨ ¡§reliability,¡¨ ¡§fulfillment,¡¨ ¡§privacy,¡¨ ¡§responsiveness,¡¨ and ¡§empathy¡¨ to prove the proposition that ¡§Information Gap,¡¨ ¡§Design Gap¡¨ and ¡§Fulfillment Gap¡¨ do exist during the process of e-service quality delivery, especially among the manager, designer and the citizen. Through the method of interview and e-questionnaire, we confirm these propositions. The result shows that among these expectations of services, citizens would like to emphasize on ¡§operation instructions¡¨ most, subsequently ¡§ease of use,¡¨ and then ¡§politeness of responsiveness and offering interactive service.¡¨ After experiencing the services of Electronic Mailbox, citizens satisfy with ¡§operation instructions and submitting on line¡¨ the most, but almost displease with ¡§the accuracy of commitment¡¨ and ¡§degree of solving the problem,¡¨ which means the government has to understand the needs and troubles of the citizens, and then figure out some practical way to solve their problems. At last, according to these factors, this thesis proposes certain suggestions from the viewpoints of ¡§system,¡¨ ¡§the government staff,¡¨ and ¡§the needs of citizens¡¨ in order to bridge the gap between the manager, designer, and citizen. Moreover, this thesis hopes to benefit the exercise and service quality of Electronic Mailbox and citizen¡¦s satisfaction.