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Müller, Sabine, Veronika Safarova, and Michelle Villavicencio. "Analysing the Communication Gap in a Business-to-Business Setting : A Qualitative Study of Alpha Inc. Sweden and its After Sales Service." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2014. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-25335.
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Svraka, Amela, and Karolina Wolnik. "A CASE STUDY INVESTIGATING IN CUSTOMER DEFECTION." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-179776.
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This master’s thesis investigates the Swedish American Chamber of Commerce (SACC) in Chicago, a non-profit organization, in order to aid it with customer defection. The chosen literature contributes to a better understanding of customer behavior, and thus, customer defection, by examining customer retention, customer defection, switching behaviors, and different gaps that can occur in the relationship between a service supplier and its customers. Through a systematic combining approach and empirical findings gained through semi-structured interviews with both executives and defected customers, this study reveals that the main reason for customer defection is a perceived lack of value in their membership to the SACC, along with the sentiment that their business-oriented expectations are not being met. As for the SACC, the Board members have a varied range of views as to the value of defected customers, though overall, acquisition is prioritized over customer defection strategies.
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D'Silva, J. "Investigating passenger satisfaction : a model for measuring service quality of low cost carriers." Thesis, Coventry University, 2015. http://curve.coventry.ac.uk/open/items/0be9fe3a-54b1-401a-98d6-51d833344285/1.
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Service quality is an integral part of the product/service offering provided to a customer. Along with continuously identifying customer expectations and perceptions about service quality, it is imperative for service providers to also investigate whether the service quality increases customer satisfaction and their behavioural intentions. This PhD study theoretically contributes by evaluating one comprehensive service quality model, SERVQUAL designed by Parasuraman et al. (1988), for its potential applicability. The study further contributes by identifying a gap in the literature that the original SERVQUAL model does not entirely represent LCC service quality therefore, LCCSQUAL is proposed: a revised conceptual model with twenty-five variables that reflect the industry-specific attributes of LCC services in the Middle East. LCCs became a common feature in the West after the appearance of Southwest airline in 1971, however in the Middle East; LCCs are a relatively new phenomenon. LCCs are growing rapidly due to the current development of the aviation industry, deregulation and open skies policies in many parts of the Middle East. Most research to date has focused on LCCs in Western or Asian culture, whereas limited research has been conducted in the Middle East region, hence, this study will focus on highlighting the historical development of the Middle East’s aviation industry and the phenomenal growth of the region’s LCCs. This research is first of its kind in the Middle East to be conducted on the LCC service quality as well as in a new cultural background and therefore, it is important to consider that passengers’ are influenced by their culture while making decisions, however; the original SERVQUAL model developed by Parasuraman et al. in (1985) does not include culture as one of the influences in consumer. This PhD study, therefore, bridges another gap in the knowledge by testing the LCCSQUAL in Middle Eastern culture. This PhD followed a multi methodology using both inductive and deductive approaches consisting of qualitative (interviews and a focus group discussion) and quantitative (a self-administered survey questionnaire) methods at Dubai International airport, which has a dedicated LCC terminal. A total of 540 questionnaires was distributed; however, only 516 were finally employed for quantitative analysis. For qualitative analysis, nine in-depth interviews with senior executives of LCC airlines and seven LCC passenger interviews was conducted along with one focus group interview with seven Emirati ladies, first time LCC travellers. Content analysis and NVivo 10 were utilised for qualitative findings and descriptive analysis, Spearman’s rank correlation, factor analysis and cross tabulation were employed to examine the quantitative results. Comparing the results of both methodologies indicated that, passengers experienced wider gaps in the tangibility, reliability and responsiveness dimensions of LCC service quality in the Middle East. The findings of the study concluded that LCC passengers have higher expectations of the LCC services due to receiving luxury services for a long time in the Middle East region. The revised model; LCCSQUAL was tested in the Middle Eastern culture with additional variables and is recommended to be further developed to be culture and country specific. Factor analysis results also highlighted that there are gaps between the expectations and perceptions of the passengers travelling with LCC. This study concludes with several recommendations to LCC management, such as, on-time performance, well-trained staff and crew members, providing clear information to the passengers and providing quality services with low fares.
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Johansson, Rebecka, and Ida Johansson. "Hantering av kundönskemål hos småhustillverkare : En analys utifrån GAP-modellen." Thesis, Tekniska Högskolan, Högskolan i Jönköping, JTH, Byggnadsteknik och belysningsvetenskap, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-36018.
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Syfte: På svenska småhusföretag kan kommunikationsbrister uppstå både internt och externt vilket kan leda till ett resultat som ej överensstämmer med kundens förväntningar. Detta beror på att luckor bildas i kommunikationen och en slags "visklek" uppstår. Det finns en modell vid namn GAP-modellen, vilken hjälper till att identifiera dessa luckor i organisationer. Målet med arbetet är att med hjälp av GAPmodellen ta fram ett arbetssätt för att förbättra hanteringen av kundönskemål hos småhustillverkare. Metod: För att besvara målet har litteraturstudie, intervjuer och en fokusgrupp utförts. Dessa har gjorts i samarbete med småhusföretaget Mjöbäcksvillan. Resultat: Ett antal förbättringsförslag har tagits fram för att förbättra Mjöbäcksvillans hantering av kundönskemål. Förbättringsförslagen kan sammanfattas till ”3 U” – utveckla huvudkontoret, utbilda säljarna och underlätta säljarens arbete. Konsekvenser: I arbetet har konkreta förbättringsförslag tagits fram för att undvika kommunikationsluckor på Mjöbäcksvillan. Dessa förbättringsförslag kan företaget använda sig av för att förbättra sin hantering av kundönskemål och därmed öka produktkvaliteten och kundnöjdheten. Begränsningar: Endast ett småhusföretag har undersökts, vilket leder till att resultatet ej är generaliserbart för alla företag i branschen. Dessutom valde företaget själva ut vilka kunder som skulle intervjuas, vilket kan leda till att endast de nöjdaste kunderna blev intervjuade.Purpose: For Swedish house manufacturers, communication shortages can occur both internally and externally, which can lead to a result that does not match customer expectations. This is because gaps are formed in communication and a "whispering game" occurs. There is a model called "Gap Model of Service Quality" which helps identify these gaps in organisations. The aim of this report is to use the "Gap Model of Service Quality" to develop a way of working to improve the management of customer requests for house manufacturers. Method: To reach the aim, literature studies, interviews and a focus group have been conducted. These have been done in cooperation with the house manufacturer Mjöbäcksvillan. Findings: Several improvements have been developed to improve Mjöbäcksvillan´s management of customer requests. The improvement proposals can be summed up to: develop the headquarters, educate the sellers and facilitate the seller´s work. Implications: In the report, concrete improvement proposals have been developed to avoid communication gaps at Mjöbäcksvillan. These improvements can be used by the company to improve its customer demand management, thereby increasing product quality and customer satisfaction. Limitations: Only one house manufacturer has been investigated, which means that the result is not generalizable for all companies in the trade. In addition, the company itself selected which customers would be interviewed, which could result in only the most satisfied customers being interviewed.
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Al-Rayes, Raed N. "Measuring service excellence in banking industry using an integrated approach. An empirical study in the Saudi context." Thesis, University of Bradford, 2006. http://hdl.handle.net/10454/3740.
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The research sought to investigate the Critical Excellence Factors (CEFs) that drive
Excellence in banking industry. Moreover, it examines whether customers perceive
the service of an excellent bank differently from a less-excellent bank.
Three hypotheses were formed then tested through case study and survey strategy
(triangulation), within the Saudi banking industry context. The study combines the
EFQM excellence model as an internal assessment tool (case studies), with the
SERVQUAL gap model for external assessment (questionnaires). Analysing and
contrasting the two sets of results allowed the study to achieve its main objective.
Based on the empirical work, the study identifies several CEFs that must be carefully
considered when driving excellence in banking. These factors were proposed in a
generic integrated model for driving Excellence in Banking.
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Al-Rayes, Raed Nasser. "Measuring service excellence in banking industry using an integrated approach : an empirical study in the Saudi context." Thesis, University of Bradford, 2006. http://hdl.handle.net/10454/3740.
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The research sought to investigate the Critical Excellence Factors (CEFs) that drive Excellence in banking industry. Moreover, it examines whether customers perceive the service of an excellent bank differently from a less-excellent bank. Three hypotheses were formed then tested through case study and survey strategy (triangulation), within the Saudi banking industry context. The study combines the EFQM excellence model as an internal assessment tool (case studies), with the SERVQUAL gap model for external assessment (questionnaires). Analysing and contrasting the two sets of results allowed the study to achieve its main objective. Based on the empirical work, the study identifies several CEFs that must be carefully considered when driving excellence in banking. These factors were proposed in a generic integrated model for driving Excellence in Banking.
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Geibe, Mattias. "Kundservicekvalitet : En enkätundersökning om servicekvalitet i Apoteket AB:s uppsalabutiker." Thesis, Uppsala University, Department of Business Studies, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-106158.
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Spivack, Sheryl Marie Elliott. "A consensus model approach for assessing gaps between education system outputs and human resource demands in the tourism and hospitality sector to aid in the attainment of quality service goals." Thesis, University of Buckingham, 1997. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.313861.
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Sultana, Sarmin, and Shohel Rana. "Service Quality : (Service Gap Analysis) A case study - "Komvux"." Thesis, Högskolan på Gotland, Institutionen för humaniora och samhällsvetenskap, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1073.
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The customer‘s standard of living and consciousness is demanding the importance of service quality. Service quality is mandatory to provide added value to the customers, retain and make loyal customers. This paper focuses on the customer expectation, customer perception and the gap between customer expectation and perception to measure the service quality. We have analyzed the service quality which has a great impact on customer satisfaction.
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Efendic, Elvira, and Sabina Lajiq. "Service Quality : A research on how recruitment companies secure service quality." Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19422.
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Background: Service quality is considered to be a vital strategy for survival and success in today’s competitive environment. Although there have been an emphasis in quality overall, the research in companies performance within a business-to-business approach is still largely unexplored. Accordingly, service quality in recruitment companies will be interesting to examine in order to explore the business-to-business industry further. Purpose &: The purpose of this research is to study how recruitment Research Question: companies secure quality in their services. What factors indicate various quality levels? Methodology: This is a qualitative study with a deductive approach. Multiple case studies were conducted with a total of six respondents from three companies. Conclusion: This research concluded factors that indicate various quality levels in recruitment companies. The collected data that could not be strengthened with the theories was recommended as further research.
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Renata, Steven M., and n/a. "The service quality of Maori tourism operators : a gap analysis." University of Otago. Department of Marketing, 1997. http://adt.otago.ac.nz./public/adt-NZDU20070530.143739.
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This thesis examines the nature and elements of Maori involvement in tourism using a dyadic assessment of operator service quality.
The SERVQUAL instrument has been proposed as an instrument for the measurement of perceived service quality within a wide range of service categories. The current research examines both the operation of the scale and its management implications in four major sectors of the New Zealand tourism industry.
Data for this study was collected through random mall intercept using a judgemental nonprobability sample of leading Maori tourism operators. In total, two hundred and thirteen useable responses formed the basis of the results.
Major outcomes of the study reveal that; the conceptualisation and measurement of Maori cultural impacts on service encounters is problematic due the difficulty in defining who and what is Maori; the definition and measurement of service quality as a five dimensional construct as in SERVQUAL appears to suffer from a number of methodological shortcomings. For researchers in the process of using SERVQUAL, the results of this study suggest to exercise caution. Suggestions are provided with implications for instrument modification.
The final outcome of the study reveals that the service quality of Maori tourism operators contains significant service gaps highlighting potential strengths and weakness and profiles of sector specific characteristics for the future development of this tourism field.
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Li, Yi-Min. "A service quality performance evaluation model for hotel service." Thesis, University of the West of Scotland, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.283048.
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Galloway, R. Les. "An operations centred model of service quality." Thesis, De Montfort University, 2001. http://hdl.handle.net/2086/4217.
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Owrak, Ali. "A quality evaluation model for service-oriented software." Thesis, University of Manchester, 2008. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.499901.
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Walker, Joseph T., Gene Farren, Andy R. Dotterweich, James Gould, and Laura Walker. "Fitness Center Service Quality Model Confirmation SQAS-19." Digital Commons @ East Tennessee State University, 2017. https://dc.etsu.edu/etsu-works/3791.
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A fitness center service quality measure was tested with 151 respondents to confirm a 19-item, five-factor model. The results substantiated the SQAS-19 as an adequate measure of fitness center service quality in that it continued to demonstrate that service quality is a multidimensional construct. Alpha and construct reliability coefficients found within the current study were relatively consistent with prior findings that support the use of this more parsimonious and less invasive version of a fitness center service quality assessment.Subscribe to JPRA
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Bopanna, Sumanth M. "The Extended Quality-of-Service Resource Allocation Model." Ohio University / OhioLINK, 2005. http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1130198581.
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Snyman, Christine. "The customer gap between patients expectations and perceptions of service quality in optometric practices." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/18187.
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Thesis (MBA)--Stellenbosch University, 2008.ENGLISH ABSTRACT: Optometric practices, as every other organisation, are becoming more aware that the ability to address your patients' needs is the latest challenge and secret to future success. The purpose of this study is to determine the gap between the patients' expectations and their perceptions of the services rendered in the optometric practice. When the patients' perceptions of the service received meets or exceeds their expectations, the patient will be satisfied and will be encouraged to visit the practice again, increasing the long-term profitability of the practice. Most patients lack the knowledge to evaluate the quality of optometric services. As a result, they rely on the integrity and competence of the service provider. Service excellence is a combination of service promptness, quality, and design with the perception of value for money. Reliability is the most important of the five dimensions in determining patient evaluations of service quality. Since the tangible attributes are often the only element of a service that can be evaluated prior to service delivery, managers should pay a lot of attention to this dimension in order to reflect a positive image. As patients become more informed, practices should continuously research and update their strategies for the delivery of quality service. Not only do practices need to understand the current expectations of their patients, but also the future expectations desired. A key issue for future research concerns the relationship between internal service quality and external customer satisfaction as well as employee service orientation, and external service quality.
AFRIKAANSE OPSOMMING: Oogkundige praktyke, soos elke ander organisasie, raak toenemend bewus dat die nuutste uitdaging en geheim tot toekomstige sukses afhang van die vermoë om pasiente se behoeftes aan te spreek. Die doelwit van hierdie studie is om die gapings te bepaal tussen die pasiënt se verwagtinge en hul persepsies van die dienste gelewer in die oogkundige praktyk. Indien die pasiënte se persepsies van die gelewerde diens, hulle verwagtinge aanspreek of oorskry, sal dit pasiënt tevredenheid bevorder en die pasiënt aanspoor om die praktyk weer te besoek, en derhalwe die langtermyn winsgewendheid van die praktyk bevorder. Die meeste pasiënte beskik oor gebrekkige kennis om die kwaliteit van die optometriese dienste te evalueer. Gevolglik vertrou hulle op die integriteit en vaardigheid van die diensverskaffer. Uitstekende dienslewering kombineer stiptelikheid, kwaliteit, en die samestelling van die diens met die persepsie van waarde vir geld. Betroubaarheid is die belangrikste van die vyf dimensies om die pasiënt se evaluasie van die kwaliteit van diens te bepaal. Aangesien die tasbare eienskappe dikwels die enigste element van die diens is wat voortydig deur die pasient evalueer kan word, behoort bestuurders baie aandag daaraan te bestee ten einde 'n positiewe beeld te weerspieël. Aangesien pasiënte toenemend meer ingelig is, behoort praktyke voortdurende navorsing te doen om hulle strategies op te skerp vir die lewering van kwaliteit diens. Praktyke moet nie net slegs die huidige verwagtinge van hul pasiënte verstaan nie, maar ook die verlangde toekomsverwagtinge. 'n Sleutelaspek vir toekomstige navorsing is die verhouding tussen interne dienskwaliteit en eksterne kliëntbevrediging, asook die werknemer se oriëntasie tot dienslewering en eksterne dienskwaliteit.
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Chang, Chiung-Wen, and 張瓊文. "Using service quality gap model to evaluate children rehabilitation quality." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/18972320342177263856.
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碩士國立中山大學
醫務管理研究所
100
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.
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Chou, Po-Wei, and 周柏葳. "Exploring Service Quality of Life Insurance Industry by Quality Gap Model." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/48173111609701428826.
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碩士銘傳大學
商品設計學系碩士在職專班
99
As people increase their demand for insurance with the change of life style, the industry of insurance grows fast in terms of scale and forms a market type of fierce competition. How to draw up the strategies for service design to improve service quality and corporate image has thus become an important issue for insurance companies to explore when designing their services. The objects of this study were to assist the industry in specifically determining the strategic guidance for its design of intangible services whereby to enhance its total competitive ability. This study began by establishing, based on literature, a life insurance service quality scale, which was modified by three experts in service as the SERVQUAL scale and administered to 100 subjects. The data from the questionnaire were then analyzed with paired-samples T-test in order to understand the variation in customers’ perception before and after receiving the service. Finally a two-dimension gap model was used in analysis to assist the industry in identifying the service attributes that caused the service gap. The research results, besides serving as reference for the insurance industry in their designing of services in future, can assist the industry in building the construct of intangible service. The findings of this study indicated that it is advisable for life insurance industry to focus, when designing services, on nine service attributes; these are modernized service tools, document design, dress image, professional knowledge, provision of service hours that are convenient, assistance in claiming and taking initiatives in reminding premium payment time, customer interest awareness and simplifying procedures. Furthermore, the analysis also revealed that in the consumption pattern in which internet using is popular, the customers no longer rely on service persons to obtain insurance information and services. This could be because the web resources are becoming more important to customers. Therefore it is recommended that insurance companies strengthen their operation on basis of internet platform to uplift the total service quality.
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Chien, Cheng-Ju, and 簡正儒. "Using fuzzy numbers to evaluate gap model of service quality." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/26714307097972535531.
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HUANG, SHU-CHING, and 黃淑菁. "An Empirical Case Study on Restaurant Service Quality Using PZB Gap Model." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/qq975m.
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碩士東海大學
餐旅管理學系
104
The basic and important elements for running a restaurant business are delicious foods, touching service, atmosphere and overall satisfaction. Although everything is settled, sometimes customers are easily expecting more than they actually experienced. Therefore, service cognition of actual experience has direct influence on customer’s satisfaction. Since the business competition is high and the consumers demand for better quality , if an enterprise would like to build a sustainable and unbeatable business, it must proposes a strategy to promote its service quality and at the same time to pursuit customer’s satisfaction. Therefore, 5 gaps of an enterprise can be found by using PZB service quality model in this study. There is a service quality reform plan for gap 2, 3 and 5. Relative policies will be led in gap 2 and 3. SERVQUAL and DINSERV scales are used in gap 5 as the instruments of measurement. For offering reformation on service quality in an enterprise, its rules and regulations should be planned and executed fully and systematically. Dia-Sakura Japanese Cuisine is the sample as an independent restaurant in this study. It also is the enterprise leads in policies and rules, regulations and standers which will give itself another level. Although it is an independent restaurant, after reformation, it has the complete system and high level service quality which a large chain restaurant has. So as to make an independent restaurant has the possibility to create, copy and expand. Meanwhile, service quality is the highest level for all matters and makes it as the learning, following, and imitating model for other independent restaurants. Key words: Service quality, PZB service quality model, SERVQUAL
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Li, Shiang-shiang, and 李香緗. "A Study of Deploying the Service Quality Gap Model For Digital Content Industry." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/44257952494168380662.
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碩士國立中山大學
資訊管理學系研究所
100
The development of the digital content industry is the key factor affecting the international competitiveness. However, there are still lots of problems and difficulties, and the most important of them is the cultivation of professional talents. The first purpose of this research is surveying the demand and supply and the gap between domestic digital industry and the cultivation of digital content talents. Second, explore the relative effect between the third party software vendors and the output of whole digital content industry. Through causal analytical method to find out problems and interviewing experts to establish the model of digital content service quality gap. Furthermore, use questionnaires to prove the hypothesis. After doing the research, we found out that digital content industry is different from general industry. There are four players, including the students, training organization of digital learning, factories of tool software develop and digital content service industry. And it truly have some gap between each player. First, the service that training organizations provide is discord from students’ feeling. Second, services that students actually receive is different from they knew in the beginning. Third, students’ cognition of software’s price is disagree with the supplier. The result of research can be put in use of plan and execution. It not only can save the training time and human resources but increase the strength of training talents and is helpful to international development.
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Cheng, yen jen, and 鄭晏任. "To discover home delivery service quality from PZB service quality gap model–A case of Tainan county post office center." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/03567652091150270738.
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碩士南台科技大學
行銷與流通管理系
99
Taiwan home delivery more competition becaue of online shopping. The home delivery services for cosumers are freight, speed, convenience, and service quality. In addition to this, the sevice quality is very important for cusomers. This study is base on PZB service quality model and then to explore a post office delivery service quality from literatuere review. The study discoverys the quality of home service delivery for different backgrouns of consumers, mangaers and service employees. First, to discuss "desired service"and "adequate service" for consumers in zone of tolerance area of the consumer services.Secondly, to find out internal and external service quality gaps (GAP1A, GAP1B, GAP2, GAP3, GAP4, GAP5A, GAP5B, GAP6A, GAP6B, GAP7) for post office home delivery service whether or not affect the service quality. Finally, this study is from IPA’s important and performance matrix to analys the gap of service quality in order to understand their relationship. This research studies the case of Tainan County Post Office home delivery business center; the findings are summarized as follows: 1. Te perceiton of service quality different from cosumers, managers and service employees in the different backgrounds. 2. The post office home delivery service quality gaps from GAP1A, GAP1B, GAP4, GAP5A, GAP5B, and GAP6B are difference. 3. The post office home delivery service gaps are different from GAP1A, GAP2, GAP3, GAP4, and it relate to the gap of service quality. 4. The GAP1A, GAP1B, GAP2, GAP5A, GAP5B, GAP6A, GAP6B, and GAP7 gaps are needed to improve for service quality. 5. The consumers can not tolerate poor quality from the result of 1, 2, 4 questions in the zone of tolerance area of the consumer services. And the result of 5, 7, 8, 9, 14, 15, 16 , 22 quesitons, consumers expect the high quality services. From this study, we hope can to be a referecnt to impove home delviey service quality for post office.
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Martincová, Lucie. "GAP model kvality služeb na případu klubu Holmes Place Premium Anděl." Master's thesis, 2013. http://www.nusl.cz/ntk/nusl-324873.
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Title: Service Quality GAP Model - Holmes Place Premium Club Anděl Goal: The aim of this thesis is using service quality GAP model to analyse the causes of the gaps in the process of providing services that Holmes Place Premium Club Anděl offers to its clients. Based on these analyses to make specific recommendations on how to minimize these gaps and improve the quality of services provided. Methods: Service quality GAP model was used as a method for the thesis. The gaps were analysed using a questionnaire survey among the management and employees, personal interviews with the management team and own observations. Results: The results of the analyses are presented by classification crosses, tables and graphs. Based on the analyses there are offered certain suggestions on how to eliminate eventual deficiencies, and thus improve the quality of services provided. The results revealed major shortcomings in the gap 4 (fulfilment of marketing promises marketing communications), and prioritizing the importance of sales at the expense of service quality. Keywords: fitness and wellness, services, sports services, service quality, service quality GAP model, Holmes Place Premium Club Anděl Powered by TCPDF (www.tcpdf.org)
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Pecinová, Markéta. "Využití GAP modelu kvality služeb ve FITcentru Chrudim." Master's thesis, 2014. http://www.nusl.cz/ntk/nusl-341432.
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Title: Using the GAP Model of Service Quality in the FITcentrum Chrudim. Objectives: The aim of this thesis is to analyze through GAP model the causes of the gaps that exist between the various levels of interaction in the process of providing services in the FITcentrum Chrudim. Based on the results was assessed the state of the organization and the solution was designed to achieve a higher quality of service and higher customer satisfaction. Methods: For the research is used GAP model of service quality, model of five gaps. Individual gaps were investigated using questionnaires designed for customers and staff of fitness center, semi-structured interview with the owner of fitness and self-observation. Results: The results of research are illustrated using the method of classification crosses, tables and graphs. The obtained dates helped to identify the services, what can be improved and to find the gaps in communication between employees and on the basis of this are set recommendations, how existing deficiencies minimize or completely removed. These results help to achieve a higher quality of providing services and enjoyment of the customers. Keywords: sports service, service quality, customer satisfaction, GAP model of service quality, FITcentrum Chrudim
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LIN, CHEN-HSIUNG, and 林振雄. "Applying Gap Model of Service Quality to Investigate Perceived Differences in Family service cleaning industry Service Quality～A Case Study of cleanliness company." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/33xh7a.
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碩士國立虎尾科技大學
企業管理系經營管理碩士在職專班
107
The cleaning industry is facing todays customer-oriented society, not a small impact on the entire cleaning services, cleaning staff of quality, customer needs, industry employers training mode, amassing toughness are challenging the industry, employees also on the market starting to focus on service quality, and poor quality of service will be spread between mutual customers, which led to damage the image of the company, this will affect the customer repurchase intention. This study is based on the quality of service proposed by the PZB service quality model, as the basis between the clean services and customer service indicators, using qualitative in-depth interviews, develop research Interview, accompanied by a preliminary visit to talk, after sorting by category, in accordance with the quality of service of the five facets to construct a research framework of this study, in-depth interviews on the gap between the service of expectation and the service of actual experience based on the five major facets, gain the gap. After the actual verification shows that influence the quality of part cleaning services, distinguish according to the five facets, there are 8 reasons for Tangibles, 2 for Reliability, 4 for Responsiveness, 1 for Assurance, and 1 for Empath the quality of service in order to distinguish five notches, there are 11 factors in the gap 1, 0 factors in the gap 2, 8 factors in the gap 3, 4 factors in the gap 4, and 10 factors in the gap 5. We found from the study, different identities, different positions, different ages, different genders, even the same problem, there will be differences in ideas between levels, the main reason is the type of cleaning service and the difference in service objects, and have an impact, the cleaning owner has a certain degree of understanding of the current status of service quality, and should also actively solve the problems encountered so far, positive actively, in order to win higher customer satisfaction and higher performance.
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HSU, I.-JU, and 徐憶如. "Applying Gap Model of Service Quality to Investigate Perceived Differences in Home-delivery Service Quality - A Case of Home-delivery Station." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/e8gehc.
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碩士國立虎尾科技大學
企業管理系經營管理碩士在職專班
107
With advances in technology and changing consumption pattern, nowadays everyone has a smartphone. They can shop everywhere, without restrictions of factors including time, space, location, and others , which not only speeds up growth in E-commerce but also leads to the rise of home- delivery industry. Therefore, some of national enterprises, one after another, enter home-delivery market. While competition becomes more intense, customers will have higher expectation on service quality of delivery companies. The ways to maintain current advantages and then provide with better delivery service is the reason why this research would like to explore service quality of delivery companies and perception discrepanciesservice quality between providers and customers. In terms of this research motivation, there are three purposes: realizing a company’s current circumstance of service quality; exploring the reason which causes company and customer to have differentperception of service quality; offering suggests on service improvement to home-delivery service providers who are participants in this study. Through the exploration of relative documents, the history of delivery development and its status quo was learned. The research subject was obtained fromsemi-structured interviews in qualitative research conducted on long-time delivery staffs and their contract customers. The audio filesare transcribed into text , which will be coded afterward.This research adopted PZB Service Quality Model,developed by three professors from Cambridge University, Parasuraman, Zeithaml and Berry, as an empirical method. Research result show the impact of service gaps respectively are: Gap 1 has 12 factors; Gap 2 has 12 factors; Gap 3 has 11 factors; Gap 4 has 7 factors; Gap5 has 12 factors. It is found that customers believe that the distribution efficiency, shipment preservation, advertising, customer service and equipment facilities of the home delivery company need to be improved, and the employees and supervisors also feel that the personnel attitude and the damaged parts of the shipment need to be improved. The study result can be taken as reference by delivery companies to improve their service quality.
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Liu, I.-Jun, and 劉怡君. "Formulating In-flight Service Strategy for Medium-and Long-Haul Flights Based on PZB Service Quality Gap Model." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/44369364170573183593.
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碩士國立交通大學
工業工程與管理學程碩士班
89
Formulating In-flight Service Strategy for Medium- and Long-Haul Flights Based on PZB Service Quality Gap Model Student: I-Jun LiuAdvisor: Dr. Shang Hwa Hsu Department of Industrial Engineering and Management National Chiao Tung University ABSTRACT This study investigated service quality shortfalls in airline’s in-flight services by employing the framework of PZB’s Service Quality Gap Model. Frequent flyers, airline management, and flight attendants rated the importance of each in-flight service items. It was found that there were many gaps existed among the three groups. Interviews were conducted to explore potential causes underlying the gaps. Strategy of improvement was formulated to close the gaps between customers and in-flight service providers.
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Hung, Kun-Ting, and 洪昆廷. "The Verification of Service Quality Gap Model Inside of Organization – An Example of Needs of Information System Services." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/29983449099379912883.
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碩士元智大學
資訊管理學系
96
How to deliver the high service quality to customers is one of the most important issues during the past decades. Unfortunately, these service quality discussions are mainly focusing on provider side instead of customer side. What if the proposed service strategy does not fit customer’s needs because the customers have different perception of their needs? This may become a considerable gap for provider companies providing service to satisfy their customers. In this regard, the purpose of this study is to explore the gaps of service quality inside the customer organization. Our research objects (i.e. customers, customers’ supervisors and monitors) are those who process the information during service strategy development. The result shows that there is a significant difference about the perception of service quality between provider and custoemr’ supervisors in which quality monitors cannot play well of their intimidate roles well. The implication here is that quality monitors did not totally derive supervisor’s expectation of service to its service provider and this could bring a great negative impact on service development because service provider may get the wrong information from them. Furthermore, this study also provides contributable evidence that the service perception gap not only exists between service provider and customers’ supervisors but also exists in inside of organization. Our results in combination with the PZB model are of helpful to the service quality improvement.
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LIN, YUNG-YU, and 林勇佑. "The Study of the Service Quality of Visually Impaired Masseurs based on P.Z.B Gap Model." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/05190837338146549506.
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碩士中華大學
科技管理學系碩士班
99
This study aimed to investigate the gaps of visually impaired masseurs' service quality, and to explore whether the customer base variables can predict the gaps of visually impaired masseurs' service quality. In this study, convenience sampling was adopted to conduct a questionnaire survey on the respondents who received the massage service from visually impaired masseurs, and there were 143 valid questionnaires in total. Described and analyzed the difference between expectations and actual feelings of the basic variables; and discused the difference between basic variables of quality gaps; also analyzed the customers' opinions on the gaps of the service quality among the visually impaired masseurs. The important findings of this research are as follows: 1. The difference of basic variables between expectations and actual feelings: Firstly, the customer expectations of the five basic variables in the statistical results, showing the overall five basic variables were not statistically significant. Secondly, the five basic variables of the customer experience in the actual feelings results, showing except the five basic variables of gender and education level were statistically significant differences in actual experience, and the remaining differences were not statistically significant. 2. The difference of basic variables between the gaps of service quality: Firstly, the five basic variables of the customer service quality gaps in the statistical results showed that except the five basic variables the gender and age differences were statistically significant, and the remaining differences were not statistically significant. Secondly, the gap of physical dimensions were found among the 20 to 40 year-old female with tertiary education customers in the results. 3. Customers' opinions on the gaps of visually impaired masseurs' service quality: The iii statistical results showed that the customers have negative views on visually impaired masseurs's service quality gaps of overall and each dimension (both minus), that showed that there are gaps between the perceptive quality and expected quality. It means that visually impaired masseurs' service quality matches the No.5 mode of PZB gap model. There are some recommendations which were proposed according to the results of this study for the visually impaired masseurs and future researchers.
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Liu, Chieh, and 劉杰. "Exploring Convenience Store's Service Quality by PZB and Dimension Gap Models." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/26101056947083628073.
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碩士實踐大學
企業管理研究所
93
By February 2004, there were a total of more than 7,000 convenience stores in Taiwan. Not only are the quantity and density of these stores very high, but their significance and service quality have become more important. While competing with each other, how to be more competitive and how to improve the operating results to improve the business service quality has become increasingly important. This research is based on the combination of SERVQUAL and RSQS in coordination with other research studies on convenience store service quality by local and foreign related scholars. This research project examined seven aspects: style, reliability, ability to react to market trends, assurance of quality, personalized attention, convenience and store policies to evaluate the service quality of a convenience store. For analysis of chain convenience stores, the researchers used the two-dimensional gap mode. We have concluded that a convenience store’s service quality can be placed into four quadrants: “excellent”, “can be improved”, “the store already does too much” and “don’t bother” from the aspects of expectations and experience of the consumers. Because the characteristic of the retail products in the convenience stores is that they have a very short life-cycle, and the services are getting more and more professional, also the consumer’s preference is changing very fast, this research project further adopted the “House of Quality” to find out the priorities of the improving tactics for each convenient store based on the idea of consumers towards the service quality of chain convenience stores. Afterwards, the convenience stores can develop their own different style from their major competitors in the market place. Based on the results of the two-dimensional gap mode-classifying quadrant, this research project proposed its recommendations of managing features and tactics based on different stores. As a result, it is found that the customer management, including handling customer complaints and customer relationship management has already become the most important aspect which should be considered as the highest priority. The third most important aspect is the display of the merchandise area. This showed that customers are taking displays more and more seriously. Customers consume not just the product as before but also consume the intangible service and the overall atmosphere of the store. And the product management is the least important of all aspects.
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Wu, Chia-Ying, and 吳佳穎. "An Analysis of Medical Service Quality by Using PZB Gap Model-Based on Zone of Tolerance." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/px39wt.
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碩士國立臺北護理健康大學
健康事業管理研究所
105
Background and Objectives As to the sufficient medical information, people may pay attention on their health that also promotes the increment of medical service provision. In this study, we adopt the concept of PZB service quality gap model and expected zone of tolerance to investigate the medical service quality for in Taipei City Hospital. Methods We use the questionnaire to ask the out-patients of Zhongxing branch, Taipei City Hospital and there are 304 effective questionnaires were returned. We used the SERVQUAL instrument that compromised five dimensions: empathy, reliability, assurance, responsiveness and tangibles. While verifying the existence of service quality variables (Zone of tolerance, measure of service adequacy and measure of service superiority). To explore the effect of service quality variables on patient satisfaction and patient loyalty, we use the linear regression and mediating effect to analyze the relationship between service quality, patient satisfaction、patient loyalty. The Importance-Performance Analysis is used to find item that can improve the medical service quality. Results The results indicate that the three service quality variables of zone of tolerance, measure of service adequacy and measure of service superiority are existence. The patient satisfaction affects the patient loyalty positively and the service adequacy affects the patient loyalty and patient satisfaction positively. The result implies that the service adequacy has the mediate effect to the patient loyalty. The superiority affects the patient loyalty and patient satisfaction positively that imply the mediate effect existed between the service superiority and patient loyalty. Therefore, the service adequacy and the service superiority can be uses to improve the patient satisfaction. The results also indicate that medical service quality is an important factor to improve the empathy and reliability scales. Conclusions The hospital may improve the medical service quality by promoting the service adequacy and service superiority for enhancing the patient satisfaction. In the other words, the hospital staffs should respond the patients’ inquiries promptly and immediately, realize the aware of patients’ needs, consider the demand of patients, provide the services on time, solve the patients’ problems, and provide the correct service procedure. If the item can be followed by hospital manage, then the patient satisfaction and loyalty can be enhanced.
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Li, Pei-Hsuan, and 李佩璇. "A Study of Parents Service Quality Expectation toward Complete School-A Perspective of PZB Gap Model." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/53572943339915878749.
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碩士國立高雄第一科技大學
行銷與流通管理研究所
101
This study adopts the PZB Gap Model, aiming to understand and compare the extent and difference of influence between parents’ expectations of the school service quality and their perception of the content of services that a complete school offers. The relationship is investigated between word of mouth communication, past experience, and expectation of service quality in order to make suggestions for improving the efficiency of school management. Hopefully, it can help to increase future competitiveness of the complete school. Through reviewing domestic and foreign literatures, a questionnaire is self-constructed. A total of 465 questionnaires are distributed to parents whose children go to a complete school and 420 valid samples are returned with a response rate of 90.32%. By using IPA, descriptive statistics, difference test, correlation and regression, the degree of importance, relationship and predictive power are investigated from the perspective of word of mouth communication, past experience and expectation of service quality. The findings of the study show that as far as past experience is concerned, nearly 80% of the parents hold a positive attitude towards the school; however, they show low levels of satisfaction with the three items: distinctive uniform, diverse school clubs and strong intention to stay even if there were other schools to choose from. As to the perspective of the importance and satisfaction levels of parents’ expectation of service quality, there are three items that parents think should be greatly improved, including a safe, hygienic environment and facility, daily lunch offers and teachers’ attention to individual students’ interests. As for word of mouth communication, parents firmly think the complete school should be dedicated to improving the following three items: I’ve heard that the school has offered students part-time job opportunities, I’ve heard that the school has arranged for students to go back to their elementary school and promote the school, and I’ve heard that the school keep good relations with the media. Besides descriptive analysis, the three hypotheses of the study are also statistically supported by empirical evidence. There is significantly positive relationship between word of mouth communication and expectation of service quality. There is significantly positive relationship between past experience and expectation of service quality. There is significantly predictive relationship between the two (word of mouth communication and past experience) and expectation of service quality. According to the findings, the study attempts to offer suggestions and formulate specific service strategies in respond to feedbacks collected through the PZB Gap Model from the perspectives of school business management, marketing communication and parent relationship interaction.
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TING, HU KUEI, and 胡筀珽. "Investigating the Service Quality of Security Industry from the Perspective Service Gap and Kano Model — The Case of H Company." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/3332nh.
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Hsu, Pei-Yi, and 許沛宜. "The Application of PZB service quality model to measure customer perception gap focusing on Taichung SPA industry." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/eqb3xh.
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碩士嶺東科技大學
流行設計系碩士班
103
The researches of discussing service quality and customer satisfaction are the main trend but only little literatures focusing on applying PZB service quality model to measure customer service gap. This study aims on service flow in SPA industry to construct service quality by addressing the factors of the service quality gap by using PZB service quality model. Further, the SERVQUAL model was inducted to enhance service quality. The target population mainly focuses on female customer who experience SPA service in Taichung City. This study focused on the perception gap between customer expectation and perceived service. The results indicate that there is significance between two dimensions of reliability and empathy. The findings show “Reliability” and “Empathy” have highly differences on influencing “customer expectation” and “perceived service”. The core value of SPA industry is to provide service, and the feature of this industry usually happens only between a Beautician and a customer through much closed skin and body service. The customers usually focused on the service quality in this field more than others. For those service items which could results in service gap, the results indicate that the industry should upgrade “Perceived service” to satisfy “Service Expectation” in order to reduce the gap on service items by rising customer satisfaction and loyalty in SPA industry.
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Tang, Ya-Hui, and 湯雅惠. "Applying Gap Model to Investigate Perceived Differences in School Service Quality～A Case Study of Elementary School." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/bmhc8z.
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碩士國立虎尾科技大學
經營管理研究所在職專班
102
People living in this generation, due to the impact of low fertility,are faced with the pressure of shortage and result in competition between schools. All the schools put their biggest effort to find out the way of making more competive. However, PZB service quality model applicable to all areas of school service quality. Their conceptual gap model of service quality and determinants of perceived service quality, it can target the development of service quality characteristics at each school organization, to find appropriate improvement measures and proposals. Therefore, PZB service quality model turns out to be a good way to improve the school quality service in response to the needs of the times. According to the research motivation, the purpose of this research are studying two questions:First,We study the current elementary schools in Yunlin County School Service Status. Depth perception of service quality for school students or gap between parents and schools. Second,we will find coping strategies to provide services to their organizations to contribute to the coping strategy in service quality and marketing of the school. This research uses PZB service quality model to study school service quality. The dimensions in this interview are "Tangibility", "Reliability", "Responsiveness", " Assurance"and "Empathy". Participants are school staffs in all levels and major customers (parents). Through coded and questionnaire analysis,school staffs focus on the performance of assurance and empathy. There is a huge gap between their expectation. The perceptions of tangibility, reliability and responsiveness are similar with expectation. The empirical later shows that the impact size of gap five (school service quality), gap one has 3 factors, gap two has 14 factors, gap three has 20 factors, gap four has 16 factors. If PZB five dimensions of service quality framework, then tangibility has 4 factors, reliability has 1 factors, responsiveness has 1 factors, assurance has 34 factors, empathy has 13 factors. Thus, in the school''s efforts in the fight for funding to improve the hardware facilities, in fact, it misses a important thing is the quality of service provided. Therefore, school managers for external customers by focusing on the assurance and empathy, visited the community should be ground, driving with a link communities to establish school characteristics, creating a professional image and reputation. Administrators should be to organize activities to promote emotional communication between members, provide a clear way to motivate members of the organization, the initiative to provide support for teachers so that teachers can have more confidence in the face of a parent or student, improve service quality. Teachers should set up multi-growing community, so that teachers'' professional ability to sophisticated, combining popular technology facebook or line unimpeded parent-teacher communication channels. Parents should be actively involved in school affairs, and communication skills are important topics parents and teachers must learn together. So we can break through the current difficulties, and that school personnel must be aware of the advent of era of service, active and innovative services to win the trust or support as external customers.
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Chen, Yi-Hua, and 陳怡華. "Extending the Importance-Performance and Gap Analysis Model to Explore the Service Quality of Signature Verification System." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/84073443290619902621.
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碩士中華大學
科技管理學系碩士班
102
The study aims to analyze the perceived service quality of electronic official documents signature verification system. The Importance-Performance Gap Analysis (IPGA) (Lin, Chan, &; Tsai, 2009) were been used to analyze the service performance of signature verification system. The researchers identified the quality attributes of the signature verification system according to the Information System Success Model (DeLone &;McLean, 2003). The questionnaire was designed into a quality phase, contains user’s basic information and 21 quality related items. By way of convenience sampling, data collected from the public primary and secondary schools’ teachers but also administrators and the general administrators in Taichung County. There were 460 copies received from total 491 dispatch, 425 copies are valid questionnaires. Research results of this study have clear implications for the importance of quality and satisfaction toward the service items of on-line signature verification system for electronic official documents, and other signature verification segment and other service quality endeavors. According to the results of analyses, administrators consider that the system quality of the signature verification system is most important and dissatisfied. Among 21 service attributes, there are 12 index should improved in IPGA model, including system quality accounts for three items, information quality accounts for two items, service quality accounts for seven items. On the bases of the findings in this research, the researcher made some constructive suggestions for many relevant organizations in implementation of integrating information science into instruction. Keywords: On-line Signature Verification、Service Quality、Importance-Performance Analysis (IPA)、Importance-Performance Gap Analysis (IPGA)
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Chieh, Wei-Heng, and 揭維恆. "Apply the model of PZB to the Gap analysis of service quality in Military Instructors of higher education." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/54407665975093305949.
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碩士淡江大學
教育政策與領導研究所碩士班
93
This research aims at using the concept of PZB model to explore the service quality of the Military Instructor in higher education institution. By using the SERVQUAL scale construct procedure, we built up "The questionnaire of Service Quality for the Military Instructor in Higher Education Institution" and investigate empirically the views of the university students, in order to understand whether there is gap5 in the Military Instructors’ service quality, and proposing suggestions for reference. This research adopted stratified random sampling, the questionnaires were issued to 625 copies, including the student of TamKang University, Aletheia University, Taipei National University of the Arts, National Yang-Ming University, St. John’s ＆ Mary’s Institute of Technology, and Northern Taiwan Institute of Science and Technology. There were 605 effective respondents. Data were analyzed by descriptive statistical, t-test, one-way ANOVA, we obtained the following results: 1. There are six dimensions of Military Instructor’s service : “capability of counseling,” “communication and credibility,” “responsiveness and attitude,” “reliability and trustfulness,” “activeness and caring,” and “equipment and document.” 2. The viewpoints of university students about expected service quality in Military Instructor: (1) The viewpoints of university students had high expectations for Military Instructor’s service quality in “total,” and “six dimensions .” (2) Differences exist in university students’ expectations for Military Instructor’s service quality according to different individual background variables, especially in “the gender,” “the year,” “school classification,” “residential choice ,” and “to serve as a student assistant.” 3. The viewpoints of university students about actual experiences service quality in Military Instructor: (1) The viewpoints of university students had positive and high actual experiences for Military Instructor’s service quality in “total,” and “six dimensions .” (2) Differences exist in university students’ actual experiences for Military Instructor’s service quality according to different individual background variables, especially in “school classification,” “residential choice,” “the cadre of class,” and “to serve as a student assistant.” 4. The viewpoints of university students about perceived service quality in Military Instructor: (1) There is a gap5 in the Military Instructor’s service quality. (2) Differences exist in university students’ perceived for Military Instructor’s service quality according to different individual background variables, especially in “the gender,” “the year,” “school classification,” “the cadre of class,” and “to serve as a student assistant.”
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Yu-Mei, Chang, and 張玉美. "Applying Importance-Performance and Gap Analysis (IPGA) Model to Explore Service Quality of City Council in YiLan County." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/75265453955374968271.
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碩士中華大學
科技管理學系
105
Township public representatives for the penultimate grassroots public opinion institutions, but also the village and the township between the township offices, the importance of significant. In practice, the most important work of the representatives of the town residents in addition to the settlement of the township city of the custom statute, the budget allocation, the town of property sanctions, the public proposal, the town people on behalf of the proposal and accept the petition, the people of the project is related to the people The evaluation of the institutions and representatives of individuals, of course, is related to the maximum number of variables that have been held in four years. This study uses the Importance-Performance and Gap Analysis (IPGA) to analyze the problems encountered in the improvement of the service quality of local public opinion organizations and put forward the improvement factors and strategies for the reference of the voters' service quality in the townships of Yilan County In this study, the SERVQUAL scale can provide people with hardware and software facilities and equipment for the representative organizations to enhance the service quality and provide logistical support to representatives of the staff team to enhance the quality of service on behalf of the county. On behalf of the questionnaire. In this study, a total of 130 questionnaires were collected, 130 were recovered and 130 valid questionnaires were collected. The effective recovery rate was 100%. The results were as follows: 1.The proportion of male representatives in the gender table was 85.4%, compared with 14.6% for women, and female The proportion of grassroots public opinion is still low. 2.The age analysis from the sex questionnaire found that the proportion of bias in the middle class, the proportion of young people still in politics Low. 3.From the analysis of the educational level of the questionnaire, the academic part of the trend has a high degree of education, to enhance the service Quality requirements of the acceptance of a higher degree of willingness. 4.From the recycling questionnaires in the relevant part of the senior part of the general high, indicating that the re-election for a long time, on behalf of the youngNew blood into the land is still a minority. 5. From the recycling questionnaire on behalf of the use of computers, mobile phones, the proportion of information products on behalf of the use of the currentInformation services as a service tool, the service information and the speed of action, you can have a better serviceeffect. This study will be analyzed and interpreted in order to find out the key factors to improve the quality of service on behalf of the service as a solution for the representatives of public opinion agencies to work together to enhance the quality of service for the people.
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SU, SHIU-LING, and 蘇秀玲. "An Analysis on the Service Quality Gap Model Regarding the Perceptive Satisfaction of the Twelve-Year Compulsory Education." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/63648491499907746941.
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碩士育達科技大學
企業管理所
103
Following a full-scale implementation of Twelve-Year Compulsory Education in 2014, it is regarded as Taiwan’s most intensive educational transformation ever to date since the promotion of Nine-Year Compulsory Education in 1968. The aim of this study is to explore students participated in the 1st session of Twelve-Year Compulsory Education using the service quality gap model proposed by Parasurman, Zeithaml and Berry in 1985. A perceptive satisfaction survey on this Twelve-Year Compulsory Education policy was conducted on junior high school students in Miaoli County through a service quality concept, hoping to understand their responses on teaching service quality status on Twelve-Year Compulsory Education from seven major dimensions after its implementation. A total of 420 questionnaires were issued from March 2 to March 20, 2015, and a total of 404 copies were recovered with a questionnaire recovery rate of 96.19%. After deducting 16 invalid questionnaires, the 388 valid questionnaires registered an availability rate of 96.04%. The study findings are described as follows: 1.The study found that the perceptive of Miaoli County’s students on the implementation of Twelve-Year Compulsory Education was middle level. The highest average value on asked question was “Relevant instructions on junior high schools to perform multivariate enrolment, such as career exploration group, art education program, etc.”; followed by “Junior high schools to increase activities related to career education to help me enhance activities related to career education; and “I often see messages about Twelve-Year Compulsory Education on TV and newspapers.” 2.The satisfaction of Miaoli County’s students on the implementation of Twelve-Year Compulsory Education was a little unsatisfactory. The highest average value on asked question was “Relevant instructions on junior high schools to perform multivariate enrolment, such as career exploration group, art education program, etc.”; followed by “Junior high schools to perform detailed publicity work on Twelve-Year Compulsory Education; and Junior high school teachers are able to help me explore personal interests.” 3.There were no differences in different background variables on perceptive expectation and satisfaction survey on Twelve-Year Compulsory Education, but a difference in background variable of the mother’s educational level. 4.When an improvement coefficient analysis was used, the improvement was found to be in a priority order of: “I often see messages about Twelve-Year Compulsory Education on TV and newspapers.”; “A change in teachers’ teaching methods after the implementation of Twelve-Year Compulsory Education has allowed me to learn more effectively and more willing to learn.” and “After the implementation of Twelve-Year Compulsory Education, it can recruit for propaganda to junior high school district by strengthening career ability of the high school.” 5.There was a dominance of negative gaps when the service quality gap theory was adopted by the survey, and the only three existing positive gaps were: “Junior high school teachers are able to help me explore personal interests.” “Education examinations are able to identify students’ learning ability level.” and “The objectives and implementation contents of Twelve-Year Compulsory Education are able to conform with students’ needs.” Based on the research findings, the study has proposed specific recommendations to serve as a basis for educational authorities to improve and upgrade the service quality of Twelve-Year Compulsory Education, and further assist students to plan their future career development more effectively.
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Chou, Ya-Ling, and 周雅玲. "Applying the Importance-Performance and Gap Analysis Model to Explore the Service Quality of e-Learning Service Center of the Ministry of Education." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/wc27x4.
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碩士中華大學
科技管理學系碩士班
103
Teachers should upgrade ones’ professsional knowledge and ability by using more efficient learning way among this information-exploxsive era.E-learning has the quality of no time and space limitation. Learners can carry out autonomous learning anytime by E-learning.If we can create suitable teaching environment,we can get better effect from the convenience and importance of E-learning.Therefore,E-learning platform is invented.Using E-learning platform to upgrade one’s professional ability and learn advanced studies becomes an alternative way for teachers. The purpose of this study is to understand the actual experience of the current situation and the perceived importance about the service quality of E-learning Service Center of the Ministry of Education. Using IPGA (Importance-Performance and Gap Analysis) model( Lin, chan, & Tsai,2009) to probe the service quality of E-learning Service Center of the Ministry of Education and provide the suggestions of improving strategy. The questionnaire is designed on the basis of the Information System Success Model (DeLone & McLean, 2003) and Flow Theory. The questionnaire contains the user’s basic information and 16 quality-related questions. The study, conducted by the way of stratified sampling, is focused on the junior high school teachers in Taiwan. There are 855 formal questionnaires received from total 950 are handed out and 814 valid ones are returned. The result shows the junior high school teachers pay more attention to the system and information quality of E-learning Service Center of the Ministry of Education and the flow experience is the one that they pay less attention to. As for the real feelings part, teachers are satisfied with the information quality of E-learning most and unsatisfied with the flow experience of E-learning most. As for the difference analysis part, the result of teachers with different frequency of use shows significance at each facet and we discover that teachers who use frequently are obvious higher than teachers who seldom use or use rarely. After analysis of IPGA, the system quality and the information quality should be the prior ones to improve.
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Chiu, Yen-Yu, and 邱彥宇. "Exploring Service Quality of Special Education School Buses via an Application of Importance-Performance and Gap Analysis (IPGA) Model." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/69047684674669385032.
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碩士中華大學
科技管理學系碩士班
103
This study intends to use the Importance-performance and gap analysis (IPGA) to analyze the factors key to the improvement of the service quality provided by special education school buses and to propose strategies to improve that service. By referencing the SERVQUAL scale, the public buses service quality scales, and interviews with the school bus crew, school administrators, and parents, the study developed a questionnaire that encompassed the following 3 dimensions: “caring interaction”, “handy services” and “hardware”. This study collected, compiled and analyzed the data collected from the questionnaires. We distributed 560 questionnaires, of which 452 were returned as valid for a valid response rate of 80.7%. An empirical analysis on the data reveals the following findings: 1. The parents interviewed showed that their level of the importance for the school bus services exceeded their satisfaction with those services, showing a negative gap between their expectations of the services and their perception of the services that they had received.Parent with higher educational attainment, household income have higher requirements, and operation disabled students higher demand barrier-free facilities for school buses. 2. Parents with more education and higher incomes have higher demands for the service quality of school buses. Pupils with physical difficulties have higher demands for barrier-free devices on school buses. 3. The IPGA analysis reveals a total of 13 items in need of improvement. The top 11 of these items fall under the “caring interaction” dimension, showing that the parents gave the highest importance to pupils’ safety, to the care and attention of bus drivers and crew to pupils, and to how crew handles emergencies. The “handy services” dimension has 2 items in need of improvement. The services under the hardware dimension were rated as low priorities. Based on the findings of this research, the author will draft strategies for improvement to help improve the service quality for special education school buses.
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Huan, Teng-Yen, and 黃燈炎. "Improved Service Quality in Industriacl Park Service Center by Integrating PZB Gap Theory and IPA Model : A Case Study of Changbin Core Industrical Cluster." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/z8s2bt.
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碩士國立彰化師範大學
企業管理學系國際企業經營管理
101
In this study, Parasuraman, Zeithaml &; Berry (P.Z.B. 1985) three of the proposed service quality gap model, service quality dimensions and SERVQUAL measurement, to Changhua Coastal Industrial Park Service Center for service providers to local vendors for the service staff to accept and through a questionnaire to collect data to explore the local manufacturers of Changhua Coastal Industrial Park Service Center service quality expectations and service quality of the actual experience, then IPA important - the quality of service performance gap matrix analysis to understand the quality of service various degrees of importance and performance compared to the situation and priority improvement projects to enhance and improve the quality of existing services, hoping in many industrial areas, with the wind assessment between firms to attract manufacturers in Changhua Coastal Industrial Park investment in factories. In this study, Changhua Coastal Industrial Park Service Center as a research object, by using statistical analysis software SPSS analysis found that service quality gap between its maximum gap dimension falls on the same reason, for improvement in the overall project namely 3: Service Center personnel business execution if found wrong, can dare to admit, when manufacturers are in trouble, service center personnel to assist Jieneng show the greatest sincerity, service center staff are happy to listen to the voices of vendors and for complaints and dissatisfaction can humbly accept and make the appropriate treatment (in the same rational constructs accounted for two). According to the survey data collected by statistical analysis of the results of the four suggestions were on the proper handling customer complaints, processed and tracked by the competent giving customers immediate response; create a "customer-oriented, full service" service concept, service center all the staff more need to pay attention to "vendor customer" oriented service concept; implement internal training and the establishment of Changhua Coastal Industrial Park Service Center service database service centers regularly assess service quality, in order to improve quality of service, hoping to improve service satisfaction.
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Pieterse, Joseph Erasmus. "Antecedents influence the different gaps in the service quality model within a financial services institution." Thesis, 2014. http://hdl.handle.net/10210/9163.
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YANG, PEI CHI, and 楊珮綺. "Applying AHP to Explore Medical Service Quality and Gap Model Analysis-The Case of a Military Hospital in Southern Taiwan." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/22w397.
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碩士國立高雄大學
亞太工商管理學系碩士班
104
Since the implementation of National Health Insurance, people began going to the private medical institutions which with modern facilities, therefore, causing the Military hospital to face a great impact by losing patients. As the result, this study took a military hospital as the example to conduct a questionnaire survey, hoping to find out the reasons for its poor service quality and to improve the overall quality of this hospital. Firstly, this research was based on the five dimensions of the SERVQUAL, and integration of six medical service quality dimensions including tangibility, reliability, responsiveness, assurance, empathy, and convenience by various scholars to understand the patients’ satisfaction via questionnaire. On the other hand, according to the managers’ viewpoint to design items of Analytic Hierarchy Process (AHP) and using AHP to find out the possible factors that may cause dissatisfied medical services. Finally, combined the customer s’ satisfaction and the right weight values by AHP, and making the combination as the basis for the research discussion and recommendation. The results showed some factors, medicine workers present a well-groomed, medicine workers have a professional service, medicine workers can provide service in time and assist the patient to solve problems, medicine workers have sufficient expertise to respond the patient problems, medicine workers can listen the patients to express their feelings, transportation convenient, were regarded as the most satisfactory part of hospital service; however, comfortable and warm hospital environment, medical workers can complete promise toward patients in time, good communication skills of medical teams to deal with emergency situation, medical workers maintain kind and respect to patients, medical workers will give priority to the patient’s right, there are good traffic flows and planning inside hospital were regarded as the most unsatisfactory part of hospital service. From the six dimensions result, lack of market survey and vertical miscommunication in the gap between patient expectations and management perception were regarded as the reasons that caused the unsatisfied of the patients with the medical service quality, by the viewpoint of medical professionals. From the result of this study, once the hospital wants to increase patients’ satisfaction, these two problems should be improved as soon as possible. Keywords：Medical Service Quality, Gap Model Analysis, SERVQUAL, Analytic Hierarchy Process
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CHIANG, WEN-LUNG, and 江文龍. "Exploring the Service Quality of Student Shuttles Using the PZB Gap Model –The case of National Chu-tung High School." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/j5us2m.
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碩士銘傳大學
公共事務學系碩士在職專班
95
ABSTRACT Exploring the Service Quality of Student Shuttles Using the PZB Gap Model –The case of National Chu-tung High School by CHIANG, WEN-LUNG May 2007 This study primarily explores whether service qualities have reached the expectation levels of students regarding domestic “student shuttles.” It uses the methodology of quantitative study, which uses the service quality conceptual difference model and the SERVQUAL evaluation instrument developed by PZB scholars. Through questionnaires and expert validity, it evaluates the research subjects. First, it uses the PZB service quality distance model to understand the shortcomings of student shuttle service quality. Then, it order to understand the influence of the five major aspects of service quality recognized by students on their expected service quality, it introduces data obtained from questionnaires into service quality application analysis and explains the difference between the six hypotheses. Finally, conclusions and suggestions of this study are proposed regarding the results of analysis and research. In this study there are 5 measurement aspects of student shuttle service quality and 33 question items. The questionnaire reliability test uses Gronbach’s α test, finding the total score of the questionnaire is over 0.7, and the individual scores of over 0.6, demonstrating that it is reliable. In the significance difference of assumed test gap 1 through 5, the percentages of significance are, in order: 60%, 80%, 60%, 0%, and 100%. Further, empirical study reveals that the 33 items and 5 aspects measured variables can explain 72% of the variance of service quality expected by students 72.6%. This study concludes that good student shuttle service quality should use student expectations as the core issue, and the key point of student shuttle service management is to understand the distance between student cognition of service and their expectations of service. Additionally, the questionnaire in this study has predictive ability for the service quality. Thus, through regular and periodic investigation and analysis of questionnaires, it can effectively elevate the guarantee of service quality.
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Wu, Ying-Yao, and 吳映瑤. "Constructing A Model of Online Service Recovery Quality－Based on The Gaps of Service Failure." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/72609573052870417269.
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碩士國立屏東科技大學
企業管理系所
96
Following the mature of E-business and web marketing service, developing a online service recovery quality (SRQ) policy has been a necessary topic. Based on online service view, this study attempts to explore online customer behavior and its impacts on the relationship with SRQ. Hence, this study aims to explore the customers’ perspective about online SRQ, and compares the satisfaction difference between customer total and each construct SRQ satisfaction. Secondly, this study develops the online SRQ gap model, and examines the impacts of SRQ upon customer loyalty. Data gathering is used as purposive sampling. 217 valid response data were collected from the customer that once experienced the online service failure/recovery in the past six months. The study results summarize as follows: (1) Honesty conscience is the most important factors of online SRQ. However, its satisfaction level is lower than others. (2) The attitudes of active-prevention and honesty conscience are the two most important factors of online SRQ for online retailing. Customer satisfaction level of substance indemnify and immediately psychology recovery significant positively. (3) According to the analysis results and literatures review, this study constructing an online SRQ gap model. This gap model identifies the stages of online service failure/recovery. Also, it helps managers catch the problems from customer and online retailing. Six gaps of online SRQ gap model are pointed out. And proposition are proposed base on this gap of online SRQ respectively. (4) Recovery satisfaction myth exactly extist, while measuring customer recovery satisfaction only depends all in one variable. (5) Customer satisfaction from immediately psychology recovery positively influences customer word-of-mouth and repurchase intentions respectively. Finally, active-prevention and honesty conscience lead to higher levels of customer trust and commitment. This study suggests online retailing before service failure, it should have active-prevention concept. If service failure had been appeared, it should reinforce responsible attitude. As service failure decrease, customer trust and business image are raise.
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CHEN, YAN-YONG, and 陳嬿嫆. "Applying the Importance-Performance and Gap Analysis (IPGA) Model to explore the Service Quality of the Real-time Taipei Bus Tracking Mobile Application." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/55537819442348211380.
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碩士中華大學
科技管理學系
105
The study aims to explore citizens’ perceived importance and actual feeling of the service quality of the Real-time Taipei Bus Tracking Mobile Application in the Greater Taipei area. To explore the service quality of the Real-time Taipei Bus Tracking Mobile Application and to suggest recommendations for improvement, the study adopted the Importance-Performance and Gap Analysis Model (IPGA), and a combination of traditional Importance-Performance Analysis Model (IPA) and Gap Analysis Model (GA), developed by Lin, Chan, and Tsai (2009) through function conversion. Designed based on the quality dimension proposed by DeLone and McLean (2003) in the Information Systems Success Model (ISSM), the questionnaire of the study includes users’ profiles, quality of the system, quality of information, quality of the service provided, and user satisfaction. For respondents’ convenience and a higher recovery rate, the questionnaire was distributed online to citizens in the Greater Taipei area. 484 questionnaires were retrieved and validated, with a recovery rate of 100%. According to the result of the study, citizens in the Greater Taipei area found the quality of the system (the Real-time Taipei Bus Tracking Mobile Application) the most important and the most satisfactory aspect, followed by quality of information. Quality of the service provided was considered least important and least satisfactory. In the difference analysis, there was a difference in citizens in the Greater Taipei area with different frequencies in every dimension, and the difference was significantly greater in frequent users than in less frequent or infrequent users. In the regression analysis, all dimensions had a significant positive influence on user satisfaction, among which the quality of the system had the strongest influence on user satisfaction. According to the result of the IPGA, the quality of the system and quality of information shall be prioritized as areas for improvement.
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Rui, Kao, and 高瑞新. "An Empirical Study on the Service Quality of Police with the PZB Gaps Model of Service Quality－The Case ofKaohsiung Harbor Police Office." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/40959010237840043561.
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碩士國立高雄第一科技大學
行銷與流通管理所
94
ABSTRACT The purpose of this study is to investigate the service quality of Kaohsiung Harbor Police Office perceived by the wharf workers of Kaohsiung Harbor. Specifically, the study is purported to understand: (1) the expectation and perception of the service quality of Kaohsiung Harbor Police Office by the wharf workers of Kaohsiung Harbor. (2) the differences in the perception of service quality among the management of Kaohsiung Harbor Police Office, its first-line policemen, and the wharf workers of Kaohsiung Harbor. (3) the causes of each gap of service quality, and how to promote service quality of the policemen by eliminating the gaps of service quality. This study developed a ‘service quality scale of Kaohsiung Harbor Police Office’ adapted from the SERVQUAL and characteristics of Kaohsiung Harbor Police Office. The sample includes 236 wharf workers of Kaohsiung Harbor, 53 officers at the management level of Kaohsiung Harbor Police Office, and 232 first-line policemen of the police office. The findings of the research are as the following: (1) There is significant difference between the wharf workers’ expectation and perception of the service quality of Kaohsiung Harbor Police Office. (2) There is significant difference between the wharf workers’ expectation and the management perception of the wharf workers’ expectation. (3) There is no significant difference between the management perception of the II wharf workers’ expection and the service quality design and standards established by the police office. (4) The first-line policemen of Kaohsiung Harbor Police Office have been following regulations and procedures to deliver service. (5) There is no significant gap in the external communication of Kaohsiung Harbor Police Office for the wharf workers. The measurement dimensions of service quality-reliability, responsiveness, assurance, empathy, and tangibles, along with the scale items of them, can be referred by all police institutions for serving people. The research findings can help the police to establish and revise measures of service quality by assisting them in understanding the reasons of differences between the expectation and perception of police service quality on the part of the public. Moreover, the results would lead the police to listen to the service demand of people and enhance their service quality for people. Finally, the author discussed the implications of the findings, and offered several suggestions and directions for studies to the police and the academic.
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Huang, A.-Shu, and 黃阿淑. "Investigation into the Impact of Administration Departments’ Service Quality on Employees’ Satisfaction and Organizational Commitment—the Perspective of the Gaps Model of Service Quality." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/90501904575558016434.
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碩士國立高雄第一科技大學
行銷與流通管理研究所
99
Administrative departments are the communication bridge between the organization and its employees. The era that employees only pursuit compensation has past. As the education level has been lifted and social environment changed, employees constantly require higher administrative service quality to satisfy their diversified demands. Providing services beyond employees, expectation to enhance internal customer satisfaction, to motivate and retain the talent ones, and ultimately to create excellent enterprise performance is the most important topic of modern organizational internal management. The purpose of this study is to understand how the formulation and enforcement of operational procedures by firms’ administrative departments, as well as their overall service quality, will influence employees’ satisfaction with and commitment to their organizations. This quantitative empirical study used employees of the China Steel Company as the research subjects; in total 527 valid questionnaires were collected. Results of analyses reveal that : (1) The higher the employee’s satisfaction with the formulation of operational procedures by the administrative deparetments, the greater the employee’s satisfaction with the administrative deparetments. (2) The higher the employee’s satisfaction with the enforcement of operational procedures by the administrative deparetments, the greater the employee’s satisfaction with the administrative deparetments. (3) The higher the service quality of the administrative deparetments perceived by the employee, the greater the employee’s satisfaction with the administrative deparetments. (4) The higher the employee’s satisfaction with the administrative deparetments, the greater the employee’s satisfaction with the organization. (5) The higher the employee,s satisfaction with the organization, the greater the employee’s commitment to the organization. Results of this research can provide considerable insight for business management into the design and implementation of service quality management. In addition to discuss the research findings and their managerial implications, the study also renders some suggestions and future research directions to both researchers and practitioners. 【Keywords】 Internal Customer Orientation, Service Quality, The Gaps Model of Service Quality, Employee Satisfaction, Organizational Commitment