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Chi, Yuan, and Yaqi Quan. "Service Quality Perspective and Customer Satisfaction: : Xingya Technical Communication Company." Thesis, Högskolan i Gävle, Företagsekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24026.
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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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Prymak, Mykola. "Creation Effective Personnel Policy on Service Company." Thesis, Фінансова рада України, 2017. https://er.knutd.edu.ua/handle/123456789/7478.
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Santamaria, Javier, and Marco Gonzalez. "Measuring Customer Satisfaction in a Service Company combining approaches for Quality Service Improvement." Thesis, Växjö University, School of Technology and Design, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:vxu:diva-2372.
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<p>This Thesis is about improvement Quality Service from the perspective of the customer satisfaction. This is motivated in a service company that has some problems measuring customer satisfaction in a quality of service. We believe that customer satisfaction is related with the quality of service, and measuring can be used like a advantage for Quality improvement. To archive this we present some theoretical background about Quality, some tools for quality improvement, some tools for measuring customer satisfaction. Our empirical findings are focused on how our case company tried to use these approaches. During the analysis we compare these information and we’ll see if there is a correlation between the different authors and how the company works. We’ll see that they work very well with TQM, Six Sigma, they use some approaches of SERVQUAL and CSM. Also we’ll apply QFD that relates the customer needs and expectations, and the Service Characteristics, identified previously. The results are based both in SERVQUAL and QFD. For instance, the lack of communication between the customers and company is the main gap regarding how to measure the customer satisfaction. Some tips about how to measure the customer satisfaction and other recommendations are given at the end. The conclusions are the benefits that we obtain from combining the SERVQUAL and QFD method, because we believe that both work very well together due to it becomes a powerful tool that is telling if the customer is satisfied or not. Aside it is telling us where we should act to improve the quality of service and therefore the customer satisfaction. The work presented is based on the interview with our contact person. Several observations were made regarding the measurement method that they are using.</p><br><p>Den här uppsatsen handlar om förbättring av servicekvalitet sett utifrån ett konsumenttillfredsställelseperspektiv. Detta är motiverat i ett tjänsteföretag som har problem med att mäta konsumenttillfredställelse i form av servicekvalitet. Vi tror att konsumenttillfredställelse är relaterat till kvaliteten på servicen, och att en mätning av denna kan användas som en fördel för kvalitetsförbättring. För att åstadkomma detta presenterar vi en teoretisk bakgrund om kvalitet, en del verktyg för kvalitetsförbättring samt en del verktyg för att mäta konsumenttillfredställelse. Vårt empiriska underlag är fokuserat på hur vårt exempelföretag har gått tillväga i arbetet med dessa verktyg. I analysdelen jämför vi informationen för att se om det existerar en korrelation mellan de olika författarna och hur företaget arbetar. Vi noterar att de arbetar väl med TQM, Six Sigma och att de använder en del av aspekterna i SERVQUAL och CSM. Dessutom kommer vi att applicera QFD som relaterar konsumenternas behov och förväntningar till serviceegenskaper, som tidigare identifierats. Resultatet är baserat både på SERVQUAL och CSM. Exempelvis är bristen på kommunikation mellan konsumenterna och företaget det främsta gapet beträffande mätningen av konsumenttillfredställelse. Rekommendationer angående mätningen av konsumenttillfredställelse och andra förslag ges i slutet av uppsatsen. Slutsatserna är de fördelar som vi fått fram genom att kombinera metoderna SERVQUAL och QFD, två metoder som fungerar bra tillsammans och blir ett kraftfullt verktyg, som kan ge svar på om konsumenten är tillfredsställd eller ej. Dessutom visar det hur vi ska agera för att förbättra servicekvaliteten, och därmed konsumenternas tillfredställelse. Uppsatsen är baserad på intervjun med vår kontaktperson. Flertalet observationer har genomförts av den mätmetod som företaget använder sig av.</p>
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Gille, Matthew G. "Analysis of Company Officer influence on midshipmen service assignment." Thesis, Monterey, Calif. : Springfield, Va. : Naval Postgraduate School ; Available from National Technical Information Service, 2002. http://library.nps.navy.mil/uhtbin/hyperion-image/02Jun%5FGille.pdf.
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Lai, Wing-ching Theresa. "Organization change in a courier company : a case study /." Click to view the E-thesis via HKUTO, 1985. http://sunzi.lib.hku.hk/hkuto/record/B42128171.
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Nguyen, Thi Ngoc Dung, Thi Thanh Thuy Nguyen, and Ferzan Kanat Aygen. "Services quality in a Turkish pension Company." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-799.
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<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>
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Jia, Hao. "A web application for Medasolution Healthcare Company customer service system." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2612.
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Medasolution is a virtual company designed by the author to handle Medicare insurance business. The web application (which uses ASP.net and SQL Server 2000) facilitates communication between Medasolution and all its clients: members, employers, brokers, and medicare providers through separate web pages based on their category levels. The program incorporates security so that it follows government privacy rules regarding client information.
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Antell, Filip, and Daniel Darnfors. "Acquired SME:s in the IT-service industry : A multiple case study on firms in Denmark and Sweden." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-26264.
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There is a gap in the theory of acquisition, little investigation have been made on the acquired firm within the acquisition process and in service industries. Because of the lack of research in this area, this research is focusing on acquisition theory and how it positions to the acquired firm rather than the firm making the acquisition. Therefore a need to investigate the acquisition theory on acquired firms on SME: s in the IT-service industry is interesting. To do so, three case studies have been made on three firms that have been acquired. The empirical results from the case studies have shown how the relationship between the parent company and the subsidiary has differences. The company culture and the relationship to the parent firm differs if the parent firm is foreign or not; and if the acquisition process is mutual between two firms rather than a market extension acquisition. By analyzing the data of this research the study show that the previous theories of acquisition are adaptable to implement on firms that have been acquired on SME:s in the IT-service industry.
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huang, naichun. "New service development process-Experiences from a Chinese manufacturing company Lenovo." Thesis, karlstad business school, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-5986.
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<p><strong>Purpose</strong><strong>: </strong></p><p>This thesis examines the process of E-care<strong> </strong>service of Lenovo for better understanding of the new service development process. Based on literature linking on new service development process, case research is the main methodology of this paper.19 interviews have been done with employees and managers from five departments, some of the detailed empirical materials were from secondary data from interviewees, the empirical findings partly support the ten stages new service development of Alam (2003), however, in the implementation phase of E-care service some stages are missing or emerge with other stage such as personal training and strategic planning. These exploratory results encourages the further studies on new service development process in manufacturing companies for better understanding of new service development process. </p><p><strong> </strong></p><p><strong> </strong></p><p><strong>Keywords:</strong> new service development, process, service process.</p><p> </p><p><strong>Methods: </strong>Several methods are used in this thesis. Case study is used as the overall methodology approach. During the phase of data collection, semi-structured interviews and transcripts are used. Most of the interviews are conducted over the phone and some of them are conducted over email and instant messenger for better understanding for certain stage. Inductive strategy is the main methodology in analysis data and findings. Alam’s ten stages model is the main model that have been used in arranging data and findings.</p><p> </p><p> </p><p><strong>Findings: </strong>Process of development E-care service in Lenovo can be divided into</p><p>eight stages: Idea generation, idea screening, business analysis, service system and process design, pilot run testing, market testing, commercialization.</p><p><strong> </strong></p><p><strong> </strong></p><p><strong>Conclusion: </strong>In conclusion, model of the E-care service only contains eight stages comparing to Alams’. The difference between them are, the stage in training and strategic planning is missing, the main reason for those difference is E-care service is based on using internet as platform to help customers solve their problems, most of the target customers for this service are from primary level therefore special training is not necessarily.</p><p> </p><p><strong> </strong></p><p><strong> </strong></p><p><strong>Implications: </strong> Although E-care service is successful in China and the acceptance of this service is getting increased. Still, getting to know customers really wants and needs can not just simply read some analysis in the office or tracing and talking to customer to ask their wants. Some technical skills should be development to explore customers’ real needs at beginning of idea stage. Meantime, simply copying the way in developing new service such as using CMMI is not always the answer, Chinese companies have to develop own idea in developing the process adjoin the customers and market in China.</p><p> </p><p> </p><p><strong> </strong></p><p><strong> </strong></p><p><strong> </strong></p><p><strong> </strong></p>
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Lei, Ka Lin. "Frontline employees' perception of service quality climate : the case of an airport ground handling service company." Thesis, University of Macau, 2003. http://umaclib3.umac.mo/record=b1636742.
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Chan, Ka Tat. "Investigation of a company internal workflow for improvement." access abstract and table of contents access full-text, 2006. http://libweb.cityu.edu.hk/cgi-bin/ezdb/dissert.pl?msc-meem-b21417568a.pdf.
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Thesis (M.Sc.)--City University of Hong Kong, 2006.<br>Title from title screen (viewed on Oct. 5, 2006) "Submitted to Department of Manufacturing Engineering and Engineering Management in partial fulfillment of the requirements for the degree of Master of enterprise technology and management." Includes bibliographical references.
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Lai, Wing-ching Theresa, and 黎詠淸. "Organization change in a courier company: a case study." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1985. http://hub.hku.hk/bib/B42128171.
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Britchford, Christopher. "A study of delivery performance in a manufacturing company." Thesis, Loughborough University, 1985. https://dspace.lboro.ac.uk/2134/27031.
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This thesis provides an introduction to the subject of Delivery Performance and its measurement. The review shows that non-price factors, especially delivery performance, have become recognised as of major importance in manufacturing business success. Attention is given to the reasons why UK manufacturing companies have such a poor delivery record and the adverse effects which result.
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Younas, Arshad, and Hasina Jan. "The Impact of Service Recovery on Customer Loyalty (Case company: Swedbank)." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-12491.
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Abstract Purpose - Purpose of given study is to analyse the impact of service recovery measures on customer loyalty by considering a Case company Swedbank. Both primary and secondary data have been collected for this paper. In primary data interviews and questionnaires are used. Different theories about customer loyalty and service recovery are discussed in secondary data. Both qualitative and quantitative data are used. Multiple regression analysis is used to analyse the data and give conclusion. Conclusion - Conclusion shows that service recovery measure can impact customer loyalty. It is also concluded that prompt response, Material compensation and politeness of employees play important role in service recovery measures and influence customer loyalty. Methodology - New articles have been used in the paper, however the old articles that have high contribution in the body of knowledge are not be discounted also. Our methodology for the process is unique in which multiple regression method is used and components of Customer loyalty, word of mouth and repurchase intention are analysed on basis of independent variables. Methodology and literature can help the researchers who want to further explore this area. Practical implication - Theories discussed in the thesis can be used as basis to develop the strategies in services; these strategies can consider the service recovery measures discussed in this paper and it can also help Swedbank to know the importance of service recovery process in customer loyalty. Limitation - Few limitations of this paper are; customer loyalty is the objective of this paper, not Customer satisfaction. Service recovery may result in customer satisfaction not in customer loyalty. Moreover only two components of loyalty have been examined, word of mouth and repurchase intention. The attitudinal component of customer loyalty can appear in more forms than only word of mouth. Moreover this thesis is not considering customers who have problems but they did not communicate to the bank, or they just exit or they are still with bank and having negative word of mouth, but they never communicate to the bank.
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Chen, George C. M. "Strategic analysis of a data processing company /." Burnaby B.C. : Simon Fraser University, 2005. http://ir.lib.sfu.ca/handle/1892/3624.
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Research Project (M.B.A.) - Simon Fraser University, 2005.<br>Research Project (Faculty of Business Administration) / Simon Fraser University. Senior supervisor : Dr. Ed Bukszar. EMBA Program. Also issued in digital format and available on the World Wide Web.
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Du, Shuai, and Elodie Lu. "Competition Between National Company and Global Company in the Swedish Fast Food Industry: A Case Study of MAX." Thesis, Karlstads universitet, Avdelningen för företagsekonomi, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-32726.
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Wielgosz, Wojciech, and Anna Tourlova. "Introduction of POSO concept by WILO AB and its Benefits for the Company." Licentiate thesis, Växjö University, School of Management and Economics, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:vxu:diva-1299.
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<p>The Swedish branch of the WILO Group and the daughter of the WILO AG, which is one of the biggest producer of pumps worldwide, is going to introduce a new business organization concept in Sweden and evolve the present company's structure into a more customer-oriented one (Project-Oriented-Service-Organization) based on the experiences of the parental company in Germany – WILO AG.</p><p>A new service approach is going to be introduced by a company, which deals with business-to-business customers. Although manufacturers of industrial goods and equipment turn their interest from single transactions to doing business on the long-term scale with their customers, but still not many companies are in this process</p>
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Rodríguez, Delgado Aarón, and Evgeny Korshenko. "Linking employee empowerment and customer perceptions of service quality : Evidence from a Mexican medical retailing company." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-209131.
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Purpose: The aim of the study is to gain a holistic understanding of the reflection ofemployee empowerment practiced in the customer's perception of service quality in serviceencounters. Research Method: Exploratory research method based on a single case study Results: Through the analysis of both primary and secondary data, it has been found thatemployee empowerment practice is reflected in customer perception of service quality through improved service delivery provided by empowered frontline employees. Research limitations: This is a single case study, which is confined to the activities of onesmall company related to the health industry in Mexico. The choice of conducting theresearch only focusing on one company ignoring others can not open a true reflection of theentire problem. Practical implications: The results may be applicable for companies which in some extenthave similar retailing and services activities. Originality/value: This research makes a contribution to the existing literature on employeeempowerment by adding relevant qualitative data.
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Mabaka, Perez Danny. "Employee perceptions on service quality at a selected outsourcing company in Cape Town." Thesis, Cape Peninsula University of Technology, 2019. http://hdl.handle.net/20.500.11838/3014.
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Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2019<br>Over the last decade, business process outsourcing (BPO) has become increasingly important in the South African context. For economic and strategic reasons, organisations have embraced an outsourcing strategy as one of their core activities in order to be competitive in the business arena. On this matter, the standard of services delivered by BPOs is crucial to achieve customer satisfaction. However, the lack of effective quality management practices, which impact on service delivery negatively, ultimately paves the way for customer dissatisfaction with service quality in BPOs. This issue needs to be considered carefully by BPOs. Thus, this study has investigated employee perceptions in relation to the key measurements for service quality, namely reliability, responsiveness, assurance, empathy and tangibles through the SERVQUAL model to measure the quality of service delivery at a BPO in Cape Town, South Africa.
A quantitative research method was applied and data were collected through a semi-structured survey questionnaire from the group of employees (n=188) at the selected BPO in Cape Town. The statistical software program SPSS Version 25 and Microsoft Excel were used for data analysis. Descriptive statistical results were generated as well as the validity and reliability of the dataset determined.
The research findings revealed that the key factors to which particular attention needs to be given are reliability, responsiveness, assurance and empathy. It is revealed that it is imperative for the BPO to intensify continual training and skills development for their employees. Given the findings of these key factors as focus areas for good practice, this study has drawn special attention to the selected BPO and other BPOs in the South African context to advance their service quality to maintain their services up to standard and to remain competitive. The research could benefit BPOs in South Africa and Africa in general as more and more companies are outsourcing their services on the continent.
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鄭名凱. "Evaluating the Service Quality for Company B's Customer Service Center." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/95714291526049003731.
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Lo, Huang-lung, and 駱黃龍. "Investigating Service Failure and Recovery for a Car Care Service Company." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/w89phz.
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碩士<br>大同大學<br>資訊經營學系(所)<br>103<br>This thesis research is to investigate the service failure and recovery about customer service staff in the car service factory. When customer service staff promised the customers the time to pick up the car, but customers found out that they still need to wait even they arrive there on time. It is obviously a mistake and the first place need to be self-examination.
Then, how to deal with the customers who are willing to wait? To the customers who are not willing to wait, what can the customer service staff do for them? Is there any SOP related to this situation in company? Is it the conflict between the process and staff, the staff and customers, or the process and customers?
The purpose of this thesis uses the relationship between service quality, service failure and service recovery to discuss the service failure and service recovery of customer service staff in today’s customer service factory.
This thesis uses Comparative Legal with X Motor Company’s Service Factory as the research subject, uses three aspects to find out nine tense relationships between process, customers and customer service staffs and compared with X Motor Company’s Service Factory.
The results showed that the final course in the hope of promoting the company to emphasis on the strategies of service recovery, however, the service recovery is based on the service strategy. The company is the traditional supply-driven orientation or in the demand of customer need orientation? Is there any service-dominant logic?
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Vandayar, Lalitha (Lynette). "Delivering service quality at Mediterranean Shipping Company." Thesis, 2005. http://hdl.handle.net/10413/9974.
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This study was conducted among clients of Mediterranean Shipping Company with
three principal aims in mind. Firstly, adopt the appropriate measuring instrument to
measure customer satisfaction levels within MSC, using the five SERVQUAL
dimensions namely Tangibles, Reliability, Responsiveness, Assurance and Empathy. The second is to measure the levels of customer satisfaction within MSC and lastly to make recommendations towards improving the levels of service quality and ultimately begin implementing a customer orientated quality assurance programme within MSC.
The results show that there are significant differences between the respondents'
expectation and their perceptions. All five dimensions showed that customers'
expectations exceeded their perceptions, with Tangibles having the smallest gap and
Reliability having the largest gap. It has been the talk of many customers that MSC
provides very good service to their customers. On the contrary, this study reveals that
there is still some level of dissatisfaction among the customers. Therefore, it is hoped
that this study would contribute to MSC's understanding of their clients' perception of
service quality and develop a marketing strategy that will increase their customers'
level of satisfaction and improve their relationship with MSC.<br>Thesis (MBA)-University of KwaZulu-Natal, 2005.
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Lee, Yu-Shan, and 李育珊. "A Study of Service Quality in Translation Service－An Example of One Translation Service Company." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/53568495649222789985.
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碩士<br>國立彰化師範大學<br>會計學系企業高階管理<br>98<br>As the trading activities among nations boom with the speed-up of internationalization and Taiwan’s becoming a WTO member, translation from one language to another has become an important link in making international commerce and exchanges possible. The professional translation services also become an industry that gains more significance each day. Aside from faithfulness, reliability and elegance of the translation, the process of collecting, communication, printing, delivery, payment and sequential services for the documents also significantly affect the service quality of the translation. Therefore, this study explores the Gap 5 of PZB model for service quality in a translation service firm as an example to identify the specific countermeasures for improvement of translation service quality.
This study began by questionnaire survey based on the SERVQUAL scale, which is modified in respect to the translation service, conducted on the sample of the service’s customers to identify the gaps of service quality. In the second stage, the above survey results were discussed by managers and service staff in the focus-group way to find out the countermeasures for the service quality gaps. And thirdly, this study carried out in-depth interviews with supervisors in translation service to further analyze the feasibility of the proposed countermeasures.
Questionnaire survey found that the five major gaps between the service quality expected and perceived by customers were, in their order, “whether the translation is appropriate in content and elegant in wording”, “whether the firm location is convenient to get to and to park”, “whether the document is appropriately edited, printed, bound and looks good”, “whether the content is completely translated” and “whether the firm keeps confidentiality of the content of customer’s document well”. The results of focus-group discussion found that a translation service should heed the affecting factors of Gap 1 to Gap 4 while remedying Gap 5. And the results of in-depth interview indicated that though the measures for mending the service cannot entirely satisfy the customers, they still can effectively increase customers’ intention to repurchase.
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Huang, Che-Chang, and 黃哲彰. "Sensation Service – A case study of improving service quality in H company." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/qmhf6n.
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碩士<br>國立臺灣科技大學<br>工業管理系<br>104<br>This thesis presents a case study about how one of car companies (H company) in Taiwan improved the service quality by introducing “sensation service” concept. First, the case study introduces service scenario of car purchasing and maintenance. Then, through the scenario, the concepts of “sensation service” are introduced. The implementations of utilizing “sensation service” in car sales and maintenance departments to improve the cus-tomer satisfaction are addressed. This thesis also includes the case study teach guide for academic teaching.
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HAN, HSIU-JEN, and 韓修仁. "Service Innovation in Information Service Industry: A Case of Hua Sin Company." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/e54pex.
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碩士<br>亞洲大學<br>EMBA高階經理碩士在職學位學程<br>107<br>In the past, it was necessary to increase the opportunities for commercial exposure through communication and transmission between people. Nowadays, e-commerce has also benefited from advances in information technology and began to prevail in online purchases. Due to the characteristics of the information industry, enterprises can only obtain one-time income, personnel costs, and the number of customers is gradually increasing, making it difficult to control. Therefore, this study explores the service innovation of the information service industry with activity theory. The purpose of this study is: First, to explore the service innovation system of the information industry; Second, to solve the problem of one-time income. This study adopts the case study method, using Huaxin Information Company as a research case, conducting data analysis, and constructing a system analysis framework through the literature, thereby obtaining the service innovation architecture of the information service industry. This study obtains the following conclusions: First, service innovation architecture of the information service industry; Second, further analysis of customer purchase analysis data, and third, the model can solve the problem of SMEs.
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Wang, Kuan-Ju, and 王莞茹. "New Service Development Model for Property Management Company." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/38633674016684203693.
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碩士<br>淡江大學<br>土木工程學系碩士班<br>98<br>Due to the nature of service orientation, high service quality is commonly pursued by property management companies (PMCs). Generally, the professional services provided by PMCs could be summarized into three categories, namely (1) Building/Facility maintenance, (2) home-life/commercial-added services, and (3) real assets management. Variant services would be necessarily provided to meet heterogeneous clients’ requirements. Accordingly, not only basic/common services respectively within each category need to serve, but new/creative services are essential for keeping PMCs’ competition advantages. To this end, a three-dimension property management service architecture was proposed to generate the new service development model for PMCs. In the model, using the service map, the x-y plan of the property management architecture which is a graphical service positioning tool created by this study, Demand Service Map (DSM) and Providing Service Map (PSM) can be generated to delineate clients’ service requirements and PMCs’ service providing focuses respectively. Then, the service vacancy can be discovered with overlapping analysis between DSM and PSM.
Accordingly, the new service product with its context, the z dimension of the property management service architecture, can finally be designed corresponding to the service vacancy by using axiomatic design methodology and service blueprint philosophy. Finally a real case study was illustrated to validate the feasibility of the proposed method in this research.
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CHUNG, WEN-JUN, and 鐘文均. "The Prospectus of a Household Service Management Company." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/2373e6.
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碩士<br>朝陽科技大學<br>企業管理系<br>106<br>The housekeeping industry faces the vicious competition market condition in this decade. For getting rid of these kind vicious scenario. This research proposes an innovative business model for housekeeping industry by adopting the mindset of floral design to handle the procedures before starting each service and emphasizes the customer's personalized service needs accurately. Via the aesthetic point of view of floral design, it will reconstruct the pre-examination procedures for housekeeping service and receive accurate information about inspecting the key points and quality items that the customer cares about, we also adopt the mindset of floral aesthetics to enhance performance of the house cleaning skills training system. Besides, for realizing the expected performance and quality of the pre-examination procedures for housekeeping service, we will adopt the Augmented Reality (AR) technology as tools for quality assurance. We wish that the traditional housekeeping industry can get rid of the low-level impression, create attractive quality items for home cleaning services, to reshape a professional image.
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Lin, Shih-chieh, and 林士傑. "Service Quality Research of Post-Sales Service Center - Case Study on A Company." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/xqk52p.
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Kuo, Gordon, and 郭孝文. "Information risk management in financial service industry - the case of financial service company." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/43533333864756883101.
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Fourie, Sarel Jakobus. "An evaluation of value creation in a South African managed courier company." Thesis, 2006. http://hdl.handle.net/10500/210.
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This research project evaluates the dynamics of stakeholder interaction, the
development and change of culture and its effects on strategic drift within Skynet, a
South African courier company under investigation. The problem statement is: An
evaluation of value creation in a South African managed courier company and
the objectives are:
To evaluate the dynamics of stakeholder interaction and its affects on value
creation activities.
To investigate how the development and change of culture and how it affects
value creation.
To determine the extent and effect of strategic drift and how this affects the
value creation activities of the company.
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Guo, An-Ge, and 郭安戈. "E-commerce Service Transformation Model, from Lighter Service to Heavy Service: A Case Study of A Company." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/r5ne64.
Full textAbstract:
碩士<br>龍華科技大學<br>企業管理系碩士班<br>104<br>The development of Internet technology promotes the rapid growth of e-commerce, resulting in many companies in China began their e-business transformation. However, due to the homogenization of e-commerce services, many companies who offer the same services seriously lead to price competition and affect the promising outlook of the market. Facing this difficulty, companies should have innovation, considered the best way to escape from the abysses and analyze the benefits of e-commerce platform. This study was conducted by using in-depth interviews with business executives. The data were collected and analyzed. Several findings were revealed. Firstly, e-commerce service transformation, from light to heavy service, needs to invest more resources, improve management systems, and enhance staff’s profession. It is transformed from the original “breadth” to “depth.” That is, it does not mean to serve more customers, but offers more services to existing customers. Secondly, to satisfy the conditions aforementioned, businesses require constant research and development, at any time offering new features and services to meet diverse customers’ needs, enhance customers’ value of consumption, and increase customers’ loyalty. Furthermore , the service staff through professional training needs to pay more attention to service quality rather than quantity, so that it can build trust between customers and service staff. Theoretical implications and suggestions are proposed for further studies and the e-commerce service industry.
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Tung, Cheng-Fang, and 童承方. "Competitive Strategy Study of Taiwan IC Design Service Company－Taking F Company as an Example." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/11149849950099396761.
Full textAbstract:
碩士<br>國立交通大學<br>管理科學學程碩士班<br>92<br>Taiwan IC design service industry started from 1993 since Faraday spun off from UMC and was funded as the first Taiwan IC design service company. Over the ten years, the number of IC design service companies has been growing to more than 20 companies in the industry. It becomes another star industry in Taiwan in addition to foundry, packaging and testing.
Owing to Taiwan successful model of developing semiconductor industry, the neighbor underdevelopment countries are eagr to mimic Taiwan’s experience to build their own semiconductor industry in the objective of taking worldwide OEM market share. Their low-cost competitive advantage has threatened Taiwan leading position in the semiconductor OEM market.
In order to get rid of the neighbor countries’ competition, our government is planning to upgrade Taiwan from a seminconductor manufacturing center to a high added value SOC design center. The IC design service with SIP and SOC development capability is the key industry our government wants to promote in the SI-Soft program.
The thesis is studying the competitive advantage of nation and corporate strategy of Taiwan IC design service. The first chapter outlines the study’s motivation, objective and scope. Chapter 2 develops the theory foundation and analysis model derived from the lecture study. Chapert 3 defines the study method. Chapter 4 analyze the competitive advantage of nation of Taiwan IC design service by using Michael E. Porter’s dimond system taking production, demand, relative and supportive industry, corporate strategy, structure, competition, government and opportunity six dimensions into consideration. Chapter 5 uses Michael E. Porter’s five forces model to analyze the external opportunity and threat to Faraday and use Hill & Jones’ “The Roots of Competitive Advantage” to figure out how Faraday leverage its resource and capability to develop the distinctive competency in order to achieving superior efficiency, quality, innovation and customer responsiveness and than obtain its differentiation and low cost strategic goal and competitive advantage. The chapter 6 provides summary and suggestion.
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Cheng-Chang-Yang and 楊振彰. "EXPLORING THE COMPETITIVE ADVANTAGE OF TAIWAN MICE SERVICE COMPANY – A CASE STUDY OF COMPANY O." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/382gvt.
Full textAbstract:
碩士<br>元智大學<br>管理碩士在職專班<br>106<br>Taiwan’s exhibition industries are committed to shift into service-demand orientation by integrating the peripheral resources to link the development of peripheral satellite industries and become an independent industry model. The value chain of Taiwan’s exhibition industries cover a considerably wide range of relevant industries while the exhibition industry chain constitute the primary activity content of the industry for the evaluation of exhibition activity results. Consequently the relevant industries generate enormous proceeds for the related industries with profound influence.
The study selects the case representing Taiwan’s exhibition service companies to analyze how the company of the case establishes the core endurance in the course of development. The study further analyzes how the company responds to adjusting the core endurance of the company in order to establish consistently competitive advantages when faced with changes in the external environment. The company of the case meets customer demand through the resources, technology, accumulation, intrinsic integration, and efficiency in addition to constantly acquire new technology and knowledge which will expand differentiation from peer industries, consequently increasing the threshold for peers to enter. When faced with external environment, the flexibility in adjusting the internal management system of the company, and operational mechanism and resource adoption will quickly reach organizational consensus and recognition, thereby controlling the opportunities in the market.
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Chiang, Chih-Yuan, and 姜智淵. "T.Q.M. Concept Evaluation Model of Industrial Design Service Company." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/27277850512283293571.
Full textAbstract:
碩士<br>大葉大學<br>工業設計研究所<br>88<br>Because of the special industry environment, we just control the quality of end product on production phase. Some would think about this quality problem at the beginning of design. But always take notice of the process of production or the skill of production. If we want to carry through T.Q.M., we would define the starting point at first. We have to understand the need of consumer, then transform the need to be the main item of quality. As follows, we would create the better quality. Just thinking of the process production never made cost down and increase the value of product. The best way is how to carry though T.Q.M. from the concept phase.
We have to make the impersonal scale to estimate high quality concept. As that way, we could find out the suitability concept then keep going. We want to develop the “T.Q.M. Concept Evaluation Model of Industrial Design Service Company” to help Industrial Design Service company to complete all high quality case efficient on the concept development phase. No longer to be a independent apartment but work together on a project but doing different things with clients. Leading product design to the domain of T.Q.M.
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MAI, FANG-YU, and 麥芳瑜. "The Impacts of Customer-company Identification on Service Recovery." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/tb569z.
Full textAbstract:
碩士<br>國立高雄第一科技大學<br>行銷與流通管理系碩士班<br>105<br>The concept of customer-company identification has become an essential factor for company to build long-term relationships with customers. In the highly competitive service industry, the establishment of identification and the development of strong relationships with customers are important for service providers such as chain restaurants. However, it is impossible for service providers to avoid service failure entirely. Yet the number of studies related to the influence of customer-company identification in service failure is still very limited. Therefore, this research aims to investigate relationships among customer-company identification, tolerance for service failure, perceived justice, service recovery satisfaction and repurchase intention. The purpose of this research are as follows: (1) examine the impact of customer-company identification on tolerance for service failure, perceived justice and service recovery satisfaction; (2) examine the impact of tolerance for service failure and perceived justice on service recovery satisfaction; (3) examine the influence of perceived justice and service recovery satisfaction on repurchase intention.
The proposed model was empirically tested in the context of a famous chain restaurant with high market share in Taiwan. The research model has five variables, including customer-company identification, tolerance for service failure, perceived justice, service recovery satisfaction, and repurchase intention. A survey questionnaire was used to collect data for testing the hypotheses. Customer-company identification produced many benefits, such as enhancing the relationship with customers, and offering an additional way to advance customer loyalty. The findings of this research are as follows: (1) customer-company identification has significant impacts on tolerance for service failure and perceived justice; (2) customer-company identification has insignificant influence on service recovery satisfaction; (3) tolerance for service failure and perceived justice both have significant impacts on service recovery satisfaction; (4) perceived justice and service recovery satisfaction both have positive impacts on repurchase intention. This study also offered important theoretical contribution and managerial implications.
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Van, Heerden Carel Nicolaas. "Knowledge sharing in a globally dispersed engineering service company." Thesis, 2011. http://hdl.handle.net/10500/3979.
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This study confined itself to an exploratory interpretive approach aimed at expanding the understanding of some elements that may affect virtual teams. It highlights the advantage of virtual teams over FTF teams.
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Chiang, Hung-Chun, and 江鴻鈞. "Smartphone Customer Service Strategy Analysis– Base On Company h." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/19525517460894539143.
Full textAbstract:
碩士<br>國立清華大學<br>高階經營管理碩士在職專班<br>98<br>Abstract
With the rapid advancement of electronics and high technology in this current climate, along with the introduction of high speed mobile data in the form of 3G and the accompanying infrastructure, the wireless industry has entered a period of extreme growth and accelerating expansion.According to Tri Reach Research, the smart phone sector of the mobile industry will grow over 30% in 2010, expanding to 300 million users by the year 2012 which will account for 37% of the overall mobile handset sales of that year.
Recent market changes in this industry have created an atmosphere of intense competition; new entrants and aggressive pricing strategies battle for market share and profitability.In this warring mobile industry, HTC is both a leader and a pioneer in innovative business models, and advanced technology, ushering in an era in HTC history of high-profit, and high growth even when facing unprecedented challenges.
In the face of such intense competition ahead, HTC had to step up to the challenge and adjust its branding strategy.In early 2010, HTC implemented its new branding worldwide and established 2010 as a key year in its brand de-velopment, in some areas more than doubling sales and expanding its brand marketing worldwide. This will distance itself from the competition with its in-novative strategy, propelling HTC to be the second largest smart phone brand globally by 2012.
However, in order to realize the goal of the expansion of the HTC brand, product design, technological leadership, and cost structures alone will not allow HTC to truly surpass the competition.Differentiation occurs at the service level and will show how HTC delivers added values to its customers, making after-sales care a key factor in succeeding in this industry.
Analyzing the current market of smart phones, our data about other major brands will show how we can leverage their customer service solutions. Utilizing customer experience, we will examine their service through the lens of es-tablished models such as Porter’s five market forces, and SWOT analysis. Major competitors will be benchmarked to identify strategies and patterns in the industry to reveal where HTC can differentiate itself, distancing its past of being only an OEM supplier. Furthermore, this study will use staff brainstorming, Kano modeling, and Quality Function Deployment (QFD) to develop forward-looking and differentiated after sales direction and service solution proposals to establish systematic customer service strategies and program development models.
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Liang-Hsien, Yeh, and 葉亮賢. "Building service quality evaluation model for financial holding company." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/71160926557115453550.
Full textAbstract:
碩士<br>輔仁大學<br>管理學研究所<br>98<br>In this global competitive environment, providing customer satisfaction financial service will be the most important mission in every financial holding company. Therefore, building an evaluation model to measure the service quality satisfaction is important to help the financial holding company to find and improve the service defect.
The purpose of this study is to build the manufacturing performance evaluation. There are three steps regarding the construction of the performance evaluation: 1.Construct the initial evaluation index. 2.Revise the evaluation index. 3.Build the evaluation model. This evaluation model is divided to five aspects: namely tangible, serviceability, professional technology, efficiency and responsiveness and differentiation. Based on these five aspects, thirteen strategies and fifty-six evaluation index were extended. In this case study, Analytic Network Process(ANP), is used to calculate the weighted value of these aspects, strategies, and evaluation indexes.
To make this study with more practical value, the object of this study is the industry of local financial holding company as case study, using this model to view the performance of the evaluation index of each aspects. The results of this case study also provided several valuable suggestions to the management level for reference.
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Lin, Yu-Chuan, and 林玉娟. "A Construct Development on Internal Service Quality：A Two Company." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/03448246376516873113.
Full textAbstract:
碩士<br>中華大學<br>資訊管理學系(所)<br>98<br>Service quality management can be a key successful factor for any company. The internal service quality can affect the external service quality. Accordingly, having good internal service quality can produce good external service quality. Based the previous relevant literature, there are many domestic internal service quality of academic advanced research topics, but few research studied construct development on internal service quality. Therefore this research collects the entire internal service quality within the proposed service quality factors, according to construct development on internal service quality. Take T Inc. and S Inc. full-time employees in Hsinchu City as empirical object. T Corporation 150 staffs, S Corporation 30 staffs, invites staffs of these two company carries on to the company interior service quality view and the feeling fills in questionnaires. This result divided internal quality into eight constructs such as "tools", "policies and procedures", "teamwork", "training", "rewards and recognition", "job autonomy", "management support" and "job satisfaction", altogether with 35 topic items. The findings expected to increase the depth of theories of the internal service quality and are available to businesses can use this scale to measure internal service quality, then promote the idea of service quality to whole companies.
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李麗雲. "Factors affect cloud service in a sitting bus company." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/94475367949532105444.
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HSIUNG, HSU PO, and 許博雄. "Study on Service Marketing of Funeral Service Agencies –A Case Study of Company A." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/14102860961218080114.
Full textAbstract:
碩士<br>樹德科技大學<br>經營管理研究所<br>95<br>In the past, the services provide by funeral service agencies were
not open and transparent to the deceased’s family. The deceased’s
family usually had no choice but to accept the services provided by
such agencies. In 1994, the funeral service industry started to
employ an enterprise-type management and stepped into an era of
reformation. As a result, the doubts about rationality, product
quality, service and service quality of funeral service consumption
were dispelled step by step. In order to understand the effect of
the above-mentioned solution, the Study takes a funeral service
agency as an example to analyze the major makings for its successful
management in the last three and half years. Against the backdrop,
the Study takes some 1,027 families serviced by the case company in
the past three and half years as its subjects. The study framework
comprises three parts: service quality, service marketing and
demographic variables, and the five-point Likert scale is employed
for measurement and questionnaire design. Moreover, quantitative
questionnaires are distributed for research purposes. The survey
responses are analyzed by the SPSS10.0 statistical software package,
the sample structure is studied by descriptive statistics, and the
scale constructs are distinguished by factor analysis, in order to
understand potential characteristics of consumers’ demand for
funeral services. Additionally, the effect of different demographic
variables on service demands is analyzed by statistical variation,
and the correlation among the services provided by the case company
is analyzed by correlation and regression analysis, in order to
understand consumers’ satisfaction with service quality of the case
company and the importance consumers attach on service marketing.
Furthermore, the Study tries to examine whether the SERVQUAL scale
established by PZB is perfectly suitable to consumers of funeral
services, in order to set up a service marketing model that caters
for consumer’s needs and further becomes a marketing reference for
the case company as well as other funeral service agencies.
According to the findings, demographic variables don’t have an
absolute influence on service quality and service marketing, while
service quality is not highly related to service marketing. Besides,
after some adjustments, the SERVQUAL scale established by PZB proves
to be suitable to research on service quality of funeral service
agencies. In addition to maintaining the status quo, the case
company should pay great attention to after-sale services and
customer relationship management for the sake of sustainable
operation.
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Chen, Yun-Chen, and 陳泳蓁. "Applying Importance-Performance Analysis to Explore Service Center Service Quality of Life Insurance Company." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/66p4mv.
Full textAbstract:
碩士<br>國立高雄應用科技大學<br>金融系金融資訊碩士在職專班<br>106<br>In order to discuss the service quality of service center of the life insurance company ,this paper uses cross-analysis, independent sample t-test, single-factor variance analysis, and IPA analysis to explore how demographic variables affect the importance and satifaction of service quality of service center.
The empirical results show that there is a significant difference in the tangibility of gender and importance, and there is a significant difference in the tangibility of gender and satisfaction. There was a significant difference in the caring nature of marriage and importance, and there was no significant difference in satisfaction. There is a significant difference in the overall variables of age and importance and the partial variables of satisfaction. All education levels and importance are significant differences. There is a significant difference in the tangibility of the monthly income and the importance of responsiveness, assurance and satisfaction, and the reactive variables. How long have the policyholders going to the company show significant differences in the tangibility, responsiveness, responsiveness, and assurance of the tangible, reactive, assurance, and satisfaction of the importance of the insurance.
The priority improvement items in the IPA analysis of the service center service quality are that the life insurance company can reach the service of the policyholder on time, the life insurance company will consider the best interests of the policyholder as the priority and the life insurance company can actively contact the policyholder. The minor improvement project provides facilities and diversification for life insurance companies, and the convenience of transportation facilities and parking near life insurance companies, life insurance companies can provide appropriate services for the first time, and life insurance companies can give me a sense of trust. And life insurance company employees have good professional knowledge.
The importance and satisfaction of the service quality of the life insurance company center was discussed using the IPA analysis method. According to the research results, it was proposed that priority should be given to improvement and minor improvement. This will serve as a reference direction for future company service business strategies and improvement plans.
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Lin, Cheng-Dao, and 林政道. "Failure Analyses of A Manufacturing Company Diversified from A Successful Trading Service Company – The Case Study of the Company X." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/67828308437441933135.
Full textAbstract:
碩士<br>國立交通大學<br>管理學院高階主管管理碩士學程<br>95<br>This is a case study of failure analyses about a manufacturing company diversified from a successful trading service company. The company X is a commerce agent. For avoiding the threat from suppliers’ going direct the company X decided to diversify itself into a new business to manufacture its own products. The trust issues between the board and the division general managers emerge as the new business cannot make a break-even and keep losing money after operating for a period of time. Under such a critical situation, the new change agent was assigned by the board to make a turn-around. Nevertheless the operation of the new business was not improved and the board finally abandoned the whole new business. The case was analyzed from various theoretical perspectives with the following findings:
1.It is difficult of core competence transfer as it takes a long time to acquire.
2.If a new product fails to win the specific buyers over it is very likely to fall into the chasm; the penetration of a low-end disruptive innovation technology demands the high commitment of owners and sustained capability of the organization.
3.The agency problem would become worse if business continued losing money and general managers of the new business own only minor equities.
4.The room of making change is quite limited if the initial strategy is wrong. The only way to stop loss is to withdraw gradually or completely if the new business unit cannot generate income by current products.
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Wu, Chun-Hua, and 吳俊樺. "Trading Service Provider Information Services Outsourcing Explore the Cooperation Model of Assessment Criteria - T Company." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/01395239253498483814.
Full textAbstract:
碩士<br>國立交通大學<br>管理學院運輸物流學程<br>99<br>This paper is based on the Trading Service Provider Information Services Outsourcing for the study of business objectives. Relationships throughout the IT Outsourcing (outsourcing customer, information services contractor, subcontractor information services), information services provider plays a dual role, both IT outsourcing services provider, the outsourcing customer. The trading service provider of both the network's more the role of web services platform. So in outsourcing decisions, outsourcing motivation, the type of outsourcing, the scope of outsourcing, outsourcing relationship, outsourcing, performance evaluation, and core competencies and other factors not measured in the same general business.
As the outsourcing process of cooperation, relations between complex factors, the success of outsourcing is not so easy to master. Play information Services Outsourcing when the Trading Service Provider Trading Service Provider to undertake outsourcing projects. Make outsourcing decisions based on outsourcing motives and the core competencies. Looking at other information services sub-contractors to assist in the case, how to find the appropriate information services sub-contractors and appropriate model of cooperation relationship with the outsourcing business performance. This paper is thus the direction and goals, management practices in line with the face of "sub-outsourcing partnership model" of assessment criteria. As a strategic use of outsourcing practical reference Source.
In this study, trading service provider, as the object of study. Divided into four steps of the study: 1. Summary of analysis of the literature relevant to the assessment criteria of each model. 2. we conducted a series of outsourcing of decision-makers interviews. 3. Based on interviews, summarizing different outsourcing cooperation mode corresponds to the assessment criteria. The study is under the Analytic Hierarchy Process (AHP) to find key customer satisfaction factors and to determine weights of the factors in assessment criterias. 4. Analysis of trading service provider, has completed the project on-line case the results of further outsourcing of this paper proceeds of the partnership model of assessment criteria.
The main conclusions of this paper is as follows: 1. Meeting the assessment criteria through the entire level of analysis to obtain the assessment criteria of the corresponding weights; 2 by empirical findings that "project-based outsourcing, systems built on the client and the case company self-maintenance "of the outsourcing model further to get the most satisfaction. Comparative analysis of the mode that the system is built on the client can get more satisfaction.
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Lin, Yu-Tang, and 林鈺棠. "A Service Innovation Study of Foreign Insurance Company in Vietnam- Taking C Insurance Company as example." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/532ay6.
Full textAbstract:
碩士<br>國立高雄大學<br>國際高階經營管理碩士在職專班(IEMBA)<br>103<br>Recently the Taiwanese enterprises expand their investment scale in Vietnam as well as seize on critical position in Vietnam’s economic development. Additionally, Vietnam is the member of the Association of Southeast Asia Nations (ASEAN); it makes Vietnam become the most valuable nation and appropriate springboard for Taiwanese enterprises to invest in ASEAN. This research will focus on the 7 interviewes which are Taiwanese enterprises in the Vietnam,with over 2 year’s business cooperation with C general insurance company, Throughout the in-depth interview, from the viewpoint of clients, in order to discuss their needs and expectations on the services provided by the C general insurance company. Furthermore, probe into the influence of innovation-service on the quality of service ,within the perspective of customer. As for the research objects, there are 7 interviewees, who are the customer of Taiwanese investment, cooperate with the C Company over two years. Through the in-depth interview, the results are as follows: albeit the C Company embraces the superiorities such as dedicated service, fair price, sound agent system, professional, and complete information, it still possesses shortcomings such as production of insurance class and the scanty of service branch; the deficiency makes the C Company not to complete satisfy with their partial customers and so that the C Company needs to develop extra movements such as product diversity, business branches increasing, the service of Chinese-English language annotation in website, the service of credit card, the relevant courses of property and casualty, and the connectedness of smart phone and Vietnamese cultures in APP, as an innovative service in the future. Eventually, the C Company would improve its reputation via providing more convenient, rapid, and efficient service quality to customers.
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CHANG, PO-YUAN, and 張博淵. "A Research of Web infomediary service platform for venture capital company and biomedical company on Biotechnology." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/56791634576865791011.
Full textAbstract:
碩士<br>輔仁大學<br>資訊管理學系<br>100<br>The increase in value and business opportunities created by applying biotechnology to health care and pharmaceutical production has compelled governments of advanced countries in the developed countries to increase investment in biotechnology. The Development Center for Biotechnology (DCB) plays the important role in collecting information and recommending for investing biotechnology industry. Then, the Industrial Development Bureau Ministry of Economic Affairs (IDBMOEA) is to play the reviewer and auditor which make sure whether the investment is success or not. This study explore that the feasibility of building a Web infomediary service platform for venture capital company and biomedical company match for investment information by DCB. Otherwise, it apprises the indicators for the government to informediary. The results of this study could offer a new model to apply for DCB.
This study selects 5 dimensions to create 47 important indicators which are considered to review the investiture matching process for the government. It applies the interview with experts and uses analytical hierarchy process model to estimate the volume-weighted for every dimensions. Afterward using the weighted scores calculated the importance of each indicator. These indicators apply for DCB to build up a system which evaluate the match succeed probability.
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Hong, Yu-lien, and 洪瑜蓮. "The Aelationships Amony Service Failure,Service Recovery and Satisfaction--a Case Study of A Company." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/00969654575013810509.
Full textAbstract:
碩士<br>南華大學<br>出版與文化事業管理研究所<br>99<br>In recent years, as people improve the quality of life, and maintenance of the popularity of the concept of skin care products from the past life of luxury has changed for women in the indispensable necessity. Consumers are not only significant cosmetic changes to the young, and male users increased also.
Therefore, in such a huge market, including a variety of local and foreign brands, the competitive advantage of local brands, which rely on professional services of beauticians, thus, the issues of service recovery in the service vendors has gradually been seriously; Perfect remedy will help to retain customers. Therefore, further explore the service failure and the remedy is very important issue of cosmetics counter.
The case is in the country with a history of more than 35 years of the company as the cosmetics counter. Through literature review and case analysis of the interviews and the survey method combined. Survey analysis found that, when service failure occurs, the "vendor clearly explain to consumers the reasons for what happened negligence" and "immediately come forward to assist in charge" and other methods of psychological compensation, or "compensation for certain value of our products" the other physical compensation all can be an effective way to achieve the effect of service recovery. In this article, make recommendations based on research findings, expected to provide vendors as a service improvement strategies.
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LEE, SUNG-HUEI, and 李崧暉. "Research on Telecom Service Providers Value-added Service Strategy-A Case Study of T Company." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/w4b24u.
Full textAbstract:
碩士<br>輔仁大學<br>科技管理學程碩士在職專班<br>107<br>This study explores the value-added services provided by Taiwans three major telecommunications system providers, and analyzes the value-added services provided by the three major players. The telecom operators provide differentiated services to users, create brand value, and develop high-margin and high value-added services. Comparing the non-competition services, integrating the resources within the company, and expecting the case companies to create industry-leading services will be the focus of this study.
This study uses case analysis, in-depth interviews, analysis of case companies, inter-operating action value-added services and strategies, and interviews with industry service personnel, providing insights from an industry perspective, and many years of research professors in the telecommunications industry. From outside the perspective of experts, provide different thinking.
The results of this paper show that digital value-added services have become the growth kinetic energy of major telecom revenues. The integration of mobile telecom, cable networks and digital TVs is an unstoppable trend, and the role of mobile telecom operators is becoming more diverse. The ecology has also become more complicated. Telecom Sanxiongs resource similarity and market share are high, with high-tech thresholds and abundant resources, and funds to win. The use of strategies, competitive actions and responses are mutually antagonistic. The most competitive actions are mergers and acquisitions, alliances, and Providing innovative services and publicly announcing goals and policies is the main strategy. Researchers believe that only by providing personalized, regional and differentiated content, coupled with a quality online environment, can meet the needs of users.
Future orientation, layout 5G, find applications from vertical market, expand cloud data center, introduce more services, set up edge cloud, perform edge computing, provide faster service, explore big data applications, analyze in the market, and add value to service marketing Increase, promote user acceptance, cross-industry cooperation, and explore killer applications.
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Hamilton, Diane Bronkema. "The Metropolitan Life Insurance Company Visiting Nursing Service (1909-1953)." 1987. http://wwwlib.umi.com/dissertations/fullcit/9100787.
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Masitenyane, Lehlohonolo Amos. "Examining customer-supplier relationships: customer service quality in a precast concrete manufacturing company." Thesis, 2010. http://hdl.handle.net/10352/103.
Full textAbstract:
Thesis (M.Tech - Marketing, Faculty of Management Sciences)--Vaal University of Technology, 2010<br>This study provides a framework for customer-supplier relationships and service quality measurement in a precast concrete manufacturing firm with the use of the universally accepted SERVQUAL model. Within an increasingly competitive precast concrete market, customer satisfaction is a critical goal for manufacturers of all types. Customer-supplier relationships and service quality were therefore investigated in this study.
A quantitative research approach was used in the study to analyse the data. This approach enabled the researcher to obtain an accurate measure of all constructs that relate to service quality improvement for the particular concrete manufacturing firm amongst contractors, civil consultants, government institutions and end users. A sample size of 246 respondents from Gauteng Province was used. Descriptive statistics were used to explain the characteristics of sample data. In addition, factor analysis was used to condense the variables into five factors in order to capture the essence of service quality within a cementitious products organisation. Five dimensions, responsiveness, problem- solving, physical aspects, service personnel and physical appearance were extracted to measure service quality.
Results showed that satisfied customers tend to re-patronise suppliers who enhance their service outputs provided to the customers. Thus it is imperative to enhance customer satisfaction and ultimately customer loyalty. These results suggest that improved service qualities can be useful for building customer loyalty and long- lasting relationships.
The reliability analysis produced a Cronbach alpha which ranged from 0.700 to 0.815 which were deemed acceptable. The Pearson correlation analysis showed that service
quality is associated with customers' future buying behaviour in terms of their decisions to purchase and recommend the supplier to others.
Customers felt that service personnel were friendly, courteous and possessed the knowledge to answer customer questions. They exhibited a favourable image of the company and its services. This service dimension was ranked first in terms of importance by the customers therefore, the precast concrete manufacturer ought not be complacent but rather seek innovative ways in maintaining the service personnel dimension of service quality.
The overall mean score of expectation of service quality by customers was 4.71. This indicates that the service provided by this company is satisfactory. It therefore suggests that, it is necessary for managerial intervention to prioritise in all these areas to develop a strategy of service quality improvement. Training of personnel is an essential component of service quality enhancement especially with complaints and the complaints-handling procedures. The management team of the organisation needs to play an active role in ensuring that all personnel are adequately trained and highly motivated to understand the user‟s specific problems and in the process to provide competent solutions to problems.
Based on literature and results emanating from the empirical survey, these findings may assist the organisation in the enhancement of its service-quality levels. Hence, service-quality levels should be monitored carefully on a continuous basis.