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Abu, Bakar Siti Zakiah. "SERVICE RECOVERY IN E-SERVICES: SERVICE RECOVERY PROCESS, PERCEIVED JUSTICE AND SATISFACTION." OpenSIUC, 2017. https://opensiuc.lib.siu.edu/dissertations/1328.
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The Internet has changed the platform for how services are delivered. In the absence of one-to-one personal interactions between a service provider and a customer, failures unique to e-service are bound to occur. E-service failures are likely to result in unsatisfied customers. Therefore, a recovery system is important to tilt the balance of satisfaction/dissatisfaction to a more favorable condition. An e-service recovery process is an important operational process to affect this change. It is in a sense, a second chance to gain/retain loyal customers by rectifying e-service failures. Equity Theory and Exchange Theory were the theoretical bases for how customers’ perceptions transitioned from loss and unfairness to equity and satisfaction after an e-service recovery. This study investigated the relationships between e-service recovery processes attributes (compensation, respond speed, and apology) and perceived justice constructs (interactional, distributive, and procedural), and examined the relationship between perceived justice and e-service recovery satisfaction. Data from a community of students and knowledge workers in a Mid-western university was collected to analyze the effects of these constructs in service recovery processes for the purpose of designing recovery policy. The study used MANOVA and Multiple regressions for hypotheses testing. The results indicate that all service recovery process attributes had a significant main effect on all perceived justice variables. This suggests that the different levels of compensation, response speed, and apology will impact a customer’s perception of perceived justice. There is also a marginally significant interaction effect for compensation and apology. This significant interaction effect could indicate that the positive impact of an apology as part of a service recovery process could be intensified when accompanied by monetary compensation. Furthermore, the findings indicate that perceived justice (interactional justice, distributive justice, and procedural justice) are significant drivers of satisfaction in an e-service recovery. There was also a significant interaction effect with distributive justice and procedural justice in predicting e-service recovery satisfaction. The result suggests that when compensation is given, customers perceive that the e-service provider is following the rules and regulations in providing compensation in exchange for their losses.This helps transition the customer to a more equitable and satisfied state. The study also supports past research in traditional services by finding that all three perceived justice predictors were significant drivers of recovery satisfaction and that at least one interaction was significant in predicting e-service recovery satisfaction. In addition, another contribution from this study is the development of a new e-service recovery satisfaction scale. Lastly, this study contributes to the emerging stream of research on e-service recovery processes and satisfaction, and the empirical results further delineate the role of social justice in e-service recovery.
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Fakhoury, Walid Khaled Hassan. "A comparison of service and non-service determinants of carers' satisfaction with palliative care services." Thesis, University College London (University of London), 1994. http://discovery.ucl.ac.uk/1317786/.
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The association between carers' satisfaction with services delivered by district nurses (DNs), general practitioners (GPs), hospital doctors (HDs), and the health and social services in general (HSS), and various service and non-service variables was examined to assess whether satisfaction is more a reflection of the service characteristics, the non-service related factors, or attributable equally to both. Analysis was undertaken on a sub-sample of the 'Regional Study of Care for the Dying', a retrospective survey assessing the perceptions of 3696 carers of services delivered to deceased in their last year of life. The sub-sample consisted of 1858 carers of deceased who were relatives or close friends/neighbours, whose deceased died from cancer, and whose death was not sudden. Satisfaction variables were derived from questions recorded in the survey. In bivariate and multivariate analysis, larger odds ratio were found in association with service than non-service variables. For example, high satisfaction with DNs was strongly associated with visiting the patient very frequently (OR= 10.8, 95% CI= 4.5-25.9); and the GP visiting 20 times or more (OR= 5.5, 95% CI= 3.6-8.5), and informing the carer of the diagnosis (0R= 3.3, 95% CI= 2.3-4.7) were associated with high satisfaction with GPs. Examples of non-service factor associations included, for example, good postbereavement psychological state positively associated with high satisfaction with DNs (OR 2.3, 95% CI= 1.6-3.4) and GPs (OR= 2.0, 95% CI= 1.4-2.8); while perceiving caring as rewarding as opposed to a burden was positively associated with high satisfaction with DNs (OR= 3.7, 95% CI= 1.8-7.5) and negatively associated with high satisfaction with hospital doctors (OR= 0.46, 95% CI= 0.24- 0.86). The fmdings reflect, in part, the literature on satisfaction in other areas of health care, but there are some differences, for example sociodemographic variables such as age, sex, religious denomination, and housing tenure were found to have no role in predicting satisfaction with DNs, GPs, and HDs. In post-bereavement surveys evaluating palliative care, carers' satisfaction reflects service characteristics but it is also partly determined by important patient and carer characteristics.
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Hess, Ronald L. Jr. "The Effects of Employee-Initiated Peripheral Service Failures on Customers' Satisfactions with the Service Organization." Diss., Virginia Tech, 1999. http://hdl.handle.net/10919/27908.
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This dissertation investigates how satisfaction with a service employee affects customers' overall satisfaction with a service organization following an employee-initiated service failure. Specifically, this research examines how the severity of a peripheral service failure (how the service is delivered), quality of past core service performance (basic benefits of service), and existence of past peripheral service failures impact the extent to which customers' satisfaction with an employee transfers to evaluations of the service organization.
Dimensions of attribution theory are explored as a process mediating the effects of these variables on satisfaction with the employee and organization. This dissertation extends attribution theory by differentiating controllability attributions at both the employee and organizational levels, as well as introducing attributions of globality (universal across the organization versus employee or situation-specific) to marketing. Distinctions between employee and organizational-level attributions may clarify the process by which customer evaluations of employees affect organizations.
The study used an experimental role-playing methodology to test the proposed conceptual model. Four-hundred forty-five (445) air travelers comprised the sample. The design for this study varied the severity of the current peripheral service failure (less severe, more severe, and no-failure), existence of past peripheral service failures (existing and not existing), and quality of past core service performance (excellent and average). Structural equation modeling using Lisrel 8.20 was used to test the proposed hypotheses.
Overall, the results show that the severity of the peripheral service failure and aspects of past service history influence the attributions that customers make following peripheral service failures. These attributions, in turn, have a significant impact on customers' satisfaction with the employee and the organization. The findings also indicate that the severity of the current peripheral failure can spill over and negatively affect customers' satisfaction with the core service component. Furthermore, the results show that both aspects of customers' past service experience with an organization (existence of past peripheral service failures, quality of past core service performance) directly impact customers' overall satisfaction with the organization.<br>Ph. D.
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Al-Rachkidi, Nour Hanna. "Le rôle potentiel des aéroports dans la promotion des pays comme destination touristique : Le cas de l’aéroport international de Beyrouth." Thesis, Rennes 1, 2016. http://www.theses.fr/2016REN1G014/document.
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Nous tentons dans ce travail d’étudier le rôle de l'Aéroport International de Beyrouth (BIA) dans la promotion du Liban comme destination touristique. De même, nous cherchons à identifier les facteurs qui affectent la satisfaction des touristes à l'aéroport autant pendant leur arrivée que pendant leur départ. En outre, nous accordons une importance particulière à l'étude et l'identification de la relation entre le rôle de l'aéroport d’une part et l'image de la destination d’une autre part. Nous identifions ainsi les facteurs qui peuvent influencer la décision du touriste, de visiter une telle destination ou de s’y retourner<br>This research investigates the role of Beirut International Airport (BIA) in marketing Lebanon as touristic destination and to identify the factors that have influence on tourists’ satisfaction at airport during arrival and departure stages. Furthermore, special emphasis is placed on investigating and identifying the existing relationship between the airport role and the destination image and reputation by pinpointing the factors that might affect tourist decision to visit or re-visit the destination
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Chi, Yuan, and Yaqi Quan. "Service Quality Perspective and Customer Satisfaction: : Xingya Technical Communication Company." Thesis, Högskolan i Gävle, Företagsekonomi, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-24026.
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Aim: The purpose of this study is to investigate the evaluation and conceptualization of service quality and its interactive impacts for customer satisfaction. This study provides some positive and constructive proposal to make up the service gap ,and provides preliminary results supported by SERVQUAL model to measure the mutual interactions between service quality and customer satisfaction. Service quality and customer satisfaction have been studied by the help of quality dimensions and some suggestions are offered for improving service quality. Methods: The primary data have been collected through interviews and questionnaires. The secondary data has been collected through literature review. Case study approach is used to identify the current relationship between service quality and consumer satisfaction. Result and Conclusions: We used five service quality dimensions to measure service quality and customer satisfaction. After survey is conducted, it has been clear that there are two dimensions (Empathy and Responsiveness) made a significant service gap between our target company and the key customer groups. The gap is the Differentiated service and the Service promptness. We also give our suggestions to make up the gap. Providing differentiated services. Scheduling to the workload rather than to workers’ traditional schedules Empowering as many staffs as possible to deal with the problems and providing initial training on how to solve most common problems Customer segmentation, providing the characteristic services to customers. Providing characteristic services to customers Contributions of the thesis / Value: We believe that this thesis will help Xingya Technical Communication Company (XTCC) to become more aware of service quality and constantly updated the service to overcome the customer complaints. And after the study, we find that the service quality dimensions (Empathy and Responsiveness) are the controversial issues. We think this study can provide some useful information for this research area. Implications: This survey contributes to the topic both at practical and theoretical levels. We also put forward our suggestions for the target service provider in order to help them improve service quality in the future.
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Lim, Choi-ling. "Employee satisfaction : a service productivity and service quality issue : the case of airline cabin crew /." Hong Kong : University of Hong Kong, 1996. http://sunzi.lib.hku.hk/hkuto/record.jsp?B1795776X.
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Raja, Abbas Haider, Chokaew Koobgrabe, and Punyanuch Chutima. "Customer satisfaction toward TrueMove customer service." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-875.
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<p>Title: Customer Satisfaction toward TrueMove Customer Service</p><p>Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok?</p><p>Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop.</p><p>Theory and Methods: The research bases mainly on quantitative method; that is questionnaire method. The Service Quality Gap which aims to measure the customer satisfaction by comparing their expectation and perception of service after experiencing the service serves as the theoretical framework for the research. Moreover SERVQUAL dimensions covering Reliability, Assurance, Empathy, Responsiveness and Tangibles are used in the further development of theory and modeling of the questionnaires for this research.</p><p>Conclusion: TrueMove customers are not yet fully satisfied with customer service provided at the TrueMove shops in Bangkok region. The service quality perceived cannot yet meet the expectation of customers in any SERVQUAL Dimensions.</p><p>Recommendations: The issue of reliability in service aspect needs to be dealt with an overhaul of systems and routines while other aspects of service call for equipping employees with required knowledge. A focus on specific services to the target group of customers also needs to be established.</p>
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Gorst, Jonathan Keith. "Modelling customer satisfaction in service industries." Thesis, Sheffield Hallam University, 2000. http://shura.shu.ac.uk/19707/.
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This research considers a Customer Satisfaction Index approach and its relative benefits to the UK community. It is focussed on the service industries in both the public and private sectors. It looks at, and develops the measuring and modelling processes involved and employs a Structural Equation Modelling (SEM) methodology. The research critiques two of the leading methodologies currently available (Maximum Likelihood and Fixed Point Estimation) before selecting one from which to model the whole process. Throughout the research, three different structural models are considered. These vary in how the different latent variables are connected together, but are based around a core of specific latent variables, which together make up a customer's total buying experience. Two of the models considered were by other authors, while the third (Sheffield Model) was a direct development of this research. The data has been collected by the means of a questionnaire. Over the life of the research a generic questionnaire has been developed to produce a tool that is focused on the specific issues that the model requires for it to operate. The final part of the research contemplates how a company can use the results of the index to pin point where improvements in their customer service provision would have the largest impact on their overall customer satisfaction index score. The research considers the different aspects of customer satisfaction and their place within a Total Quality Management approach. However, the index is a completely self-contained product, which allows any company to measure how well it is satisfying its customers. The index calculates an index score between one and one hundred. The ultimate aim of the index is for a company's score to be compared over time, against other companies within the same industry, against other companies from other industries, against the national average and even against company's throughout Europe and the World, as National Indices operate overseas. In fact, it is envisaged that the index will act as a way for individual companies to benchmark themselves against the best customer service companies in the world. It is hoped that over time the customer satisfaction index can become a key indicator as to the state of the UK economy. After all, satisfied customers are very often loyal customers, they tend to buy more, more often, and satisfied customers are often willing to pay premium prices for a company's products (Kristensen & Martensen, 1996).
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Lim, Choi-ling, and 林翠玲. "Employee satisfaction: a service productivityand service quality issue : the case of airline cabin crew." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1996. http://hub.hku.hk/bib/B3126752X.
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Schoen, Andre. "Service Delivery Management: A Process for Proactively Ensuring Customer Satisfaction." Thesis, The University of Sydney, 2002. http://hdl.handle.net/2123/580.
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SDM is a process model, based on service marketing components, to position a service while concurrently being a service delivery management tool improving serviceen counter processes. Added to a service script, SDM can increase customer satisfaction, quality perception, voice levels and repurchase intentions in a general service encounter scenario as well as during episodes which include a failure. Addressing mishaps requires particular attention, since Consumer Complaint Behaviour research shows that most customers prefer to switch suppliers, rather than offer constructive feedback. This means that many service failures go unnoticed, with a large proportion of customers defecting. Since most services are performed in real time by service personnel, consistent quality output is a challenge. Therefore, occasional service failures are inevitable. Present research recognises this by offering suggestions, but does not present an integrated framework like SDM, using the presence of a customer during a service encounter as an unique opportunity to resolve issues on the spot. An elicitation process is used as a first step, attempting to improve voice and minimising lost feedback. Step two is a specific service recovery process, adapted to the failure type. SDM processes can also lead to a general increase of satisfaction and quality perception, regardless of whether or not there was a service failure. With satisfaction generally being regarded as an actual repurchase behaviour indicator, this may lead to increased sales turnover, while a higher quality perception may lead to a larger price premium tolerance and therefore higher profits. Higher service quality perceptions can also be used as a marketing positioning tool to differentiate a service from competitors. Data collected supported all hypotheses put forward in this thesis, showing statistically significant improvements on all key variables, including a satisfaction rating increase of 24percent when SDM was applied. In academic terms, the process model tested did not only link separate literature streams, but offered an integrated, proactive tool which is capable of operating in real time. Traditionally, academic models and their processes analyse results after an episode concludes, while SDM allows a provider to positively influence or manage satisfaction levels during the service delivery.
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Simpson, Eric Phillip. "Examining Employee Satisfaction, Customer Service and Customer Satisfaction in a Retail Banking Organization." Thesis, University of North Texas, 2006. https://digital.library.unt.edu/ark:/67531/metadc5211/.
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In the increasingly competitive world of retail banking, organizations are focusing their attention on customer service as a means of increasing customer loyalty and retention. With this goal of increasing customer retention, the link between the attitudes of the service provider (employee satisfaction), the customer interaction behaviors that those attitudes lead to (customer service quality), and the attitudes that those behaviors generate in the customer (customer satisfaction) has become an increasingly important area of investigation. The goal of this research is to analyze the relationships that exist between these three variables: employee satisfaction, customer service quality, and customer satisfaction in a mid-sized retail bank. Data from three separate surveys collected during the same time period in 137 branches of a regional bank are analyzed using multiple regression analysis to determine whether relationships and interactions exist at a banking center level. While results of the analyses did not show a significant relationship between the variables, issues relevant to this determination are discussed and conclusions drawn regarding the nature of these constructs.
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Schoefer, Klaus. "Customer evaluations of service failure and recovery encounters : the case of travel and tourism services." Thesis, University of Nottingham, 2002. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.251754.
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Gupta, Kunal. "A contingency approach to service reliability and service customization : their relationship and role in customer evaluations." Thesis, McGill University, 2003. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=84512.
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The presence as well as the nature of the relationship between customer perceptions of service customization and reliability is investigated in the first of three studies of the dissertation by applying an exploratory analytical approach---"probabilistic scaling analysis." Results suggest the existence of a positive and ordinal relationship between customer perceptions of customization and reliable quality. The second study of the dissertation applies a more confirmatory, 'contingency theory' approach to validate, and further develop the findings of the first study. Results are consistent in that a positive and ordinal relationship is observed between customer perceptions of service customization and reliability. Further, findings suggest that customization quality moderates the affect of reliable quality on overall service evaluations. Some support is also found for the moderating role of reliable quality. Together, these findings help unravel the relationship between customer perceptions of service customization and reliability, and demonstrate how each of them affects the marketplace efficacy of the other.<br>Overall, results of the probabilistic scaling analysis, as well as contingency theory demonstrate that among customers at the lower end of the latent scale, it is primarily the 'things gone wrong,' i.e. lack of reliability that governs the unfavorability of their overall perceptions. Among customers on the higher end, it is 'things gone right,' i.e. favorable customization quality perceptions that govern the favorability of their overall perceptions. Together, these results suggest that a service provider must minimize 'things gone wrong' and then focus on 'things gone right' to elicit favorable overall evaluations.<br>In a service environment however, 'doing things right' requires an immediate understanding of individual needs that a customer brings forth during every service transaction, and that must be met to create value for the customer. Qualitative data are analyzed using a conceptual framework to provide a systematic understanding of these issues. Such understanding also provides diagnostic information towards exploring key segment level differences observed in the second study of the dissertation. Overall, the analyses of the third study extend current subject understanding by providing a contextual development of value-creating individual customer needs as they relate to service customization and reliability, and their implications on service design.<br>Overall, the dissertation develops current subject understanding of service customization and reliability, and therefore of service quality in general. Customers evaluate service offerings on both elements of quality---customization and reliability, and thus one of them cannot be studied without understanding its affects on the other component of quality. The research, we believe, would develop the understanding of the subject, and would also aid service providers in more scientific service design as well as decision-making.
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Larsen-Hafner, Donna Gail. "Marital satisfaction and the Calgary Police Service." Thesis, National Library of Canada = Bibliothèque nationale du Canada, 1997. http://www.collectionscanada.ca/obj/s4/f2/dsk3/ftp05/mq24723.pdf.
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Johnson, EHIGIE, and Jesse Karley. "Impact of service quality on customer satisfaction." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-27875.
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Title: Impact of service quality on customer satisfaction. Case study: Liberia Revenue Authority Level: Master Thesis in Business Administration Author: Ehigie Clifford Johnson, Jesse S. Karlay Supervisor: Maria Fregidou-Malama Examiner: Akmal Hyder Date: May 2018 Aim: The aim of this study is to analyse how service quality affects customer satisfaction. Method: To fulfil the aim of this study, an inductive qualitative research method was employed. . Results and conclusions: Responsiveness, empathy and assurance are influential to customer satisfaction. Price of service is the most influential variable on customer satisfaction. . The digitalization of taxation services fosters the likelihood of taxpayers paying their taxes on time and consistently. Suggestions for future research: We recommend future research on the impact of e-tax payment on revenue generation in Liberia Revenue Authority. We suggest a similar kind of research be conducted in other governmental organizations in developing countries. Finally, we suggest a future research on the impact of culture on service quality in government organizations. Contributions of the thesis: This thesis has shown that the most influential service quality dimension on customer satisfaction are responsiveness, empathy and assurance. This is in contrast to empathy, reliability and assurance as observed by Khan & Fashi (2014); Kaura, Datta & Vyas (2012); Naidoo (2011, 2014); Jayasundara et al.(2009); Aga & Safakli (2007) and Ismail et al.(2006). .. This thesis also shows that price of service is the most influential variable on customer satisfaction in developing nations. Keywords: Servqual, Liberia Revenue Authority, Enterprise resource planning, , Service quality and Customer satisfaction
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Kgapola, Leslie Seth. "Trade unions service level and member satisfaction." Thesis, University of Pretoria, 2017. http://hdl.handle.net/2263/62678.
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Trade unions are juristic entities and volitional associations that have, historically and ideologically, represented the aggregate strength of labour to maximise their effectiveness in their endeavour to fulfil their core responsibilities and principal functions. However, Ceronie (2007) postulates that, in South Africa, there has been a loss of ideological support for unions since the dawn of democracy. The establishment of the democracy had the effect that a huge driving gear to belong to a union was lost. The mandate of trade unions is to, inter alia, protect, maintain, and improve the working conditions of their members. They fulfil this mandate by ensuring that they offer services that meet, if not exceed, members' satisfaction levels. Trade unions ultimately exist to protect both the work- and non-work-related interest of their members, whether these be economic, social, political, or environmental (Venter, 2003). Nel et al. (2005) asseverate that trade unions are membership organisations: They exist because of their members, they are made up of members, they serve their members' interest, and they are governed by their members. That is, they derive their authority and mandate from the members. Therefore, trade union are service providers. They must give employees enough reason to become attracted to them as members and to remain members. Simply put, trade unions, as the embodiment of workers' aspirations, owe a duty of care to their members, and thus should at all times, act in their best interests. Thus, the kind and quality of services offered by trade unions should be perceived by members as sufficient and satisfactory. Highly satisfied and committed union members are more likely to support and participate in trade union activities. Trade unions, like any other organisation that provides services, are faced with challenges of membership decline due to perceived poor services or the lack thereof, and are therefore required to devise remedial measures to mitigate the membership decline. Against the backdrop of the foregoing, the aim of the study was to examine if there is a relationship between the quality of services and benefits offered by unions to their members and member satisfaction. The sample comprised members of the three major unions within the public service of South Africa. Using the quantitative paradigm, primary empirical data were collected by distributing 500 questionnaires, which yielded a 48.9% response rate. Data were analysed using the SPSS Statistics 23 software program. The questionnaire was valid and reliable, with an overall scale reliability coefficient of α = .975. The findings revealed moderate levels of member satisfaction (56%) with low dissatisfaction (16%), and a significantly high participation rate in union activities (61%), and union effectiveness (80%). That is, the findings revealed that members were generally satisfied with their unions' performance. The findings affirm union instrumentality, union effectiveness, and member participation as antecedents of union commitment, and also confirm unions' performance and effectiveness as significant determinants of members' satisfaction with a union. Therefore, in a quest to maintain and/or increase their relevance, trade unions must examine their current services and benefits, in order to determine whether they still meet their members' preferences, and, if not, to develop and provide a new service mix that will not only appeal to unionised members, but will also attract non-unionised workers.<br>Thesis (PhD)--University of Pretoria, 2017.<br>Human Resource Management<br>PhD<br>Unrestricted
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Bhuian, Dider. "The Impact of Service Quality on Customer Satisfaction in Hotel Business Development : Correlation Between Customer Satisfaction and Service Quality." Thesis, Karlstads universitet, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-85534.
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This research aimed to study the correlation between customer satisfaction and service quality in the hotel business. It also outlines the significance of understanding customer satisfaction and how customers distinguish service delivery. Customers have changed prospects based on their consideration of service or product quality. This factor is an indication that a customer determines the quality of service in the hotel industry. Also, the five-dimensional aspects of service quality (empathy, reliability, tangibles, responsiveness, and service assurance) impact service quality and customer satisfaction. This research empirically studied the connection between service quality and customer satisfaction in Best Western Princess Hotel in Norrköping, Sweden. Out of the 100 questionnaires sent to respondents, a total of 80 questionnaires were returned. This data, therefore, formed the basis for our analysis. The study entailed the use of qualitative descriptive research. Open-ended questionnaires were used for data collection. The statistics were coded and analysed using the statistical package for social sciences (SPSS) software. The study also contains appropriate recommendations similar to conclusions regarding the research problem. Evaluation of the outcomes shows that responsiveness, empathy, assurance, and reliability significantly influence customer satisfaction hence determining the nature of services provided. This research indicates a close correlation between service quality, the five-dimensional aspects, and customer satisfaction.
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Marion, Frédéric. "La participation du client à la réalisation du service en milieu interorganisationnel." Lyon 3, 1996. http://www.theses.fr/1996LYO33001.
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Les questions de recherche auxquelles cette thèse essaie de répondre sont les suivantes : - pourquoi un client adopte un complément en matière de coproduction d'un service plutôt qu'un autre ? - comment peut-on mieux gérer ce comportement ? En partant de la littérature service, l'auteur a élabore un corps d'hypothèses articule autour des concepts de coopération, apprentissage et disponibilité du client. Une analyse qualitative de seize cas de réalisation d'un service dans un contexte inter organisationnel a permis d'explorer ces conditions de la participation dans trois entreprises de services. Les résultats ont été discute a la fois au regard de la littérature service et de la littérature inter organisationnelle. Ils concernent la gestion de la participation d'un client, la gestion d'une relation client en milieu inter organisationnel et, le concept de satisfaction clients<br>The thesis deals with coproduction in service activities. Its research questions are : - why does a customer adopt a specific coproduction behaviour ? - how can a service company manage its customers' coproduction behavior ? Some hypothesis, including concepts of customer cooperation, apprenticeship and availability, were defined from the service litterature. A qualitative analysis of sixteen cases of service provision within an interorganizational context has allowed us to explore conditions of participation in three service companies. Results have been discussed both from service litterature point of view and from interorganizational litterature point of view, they are concerned by customer participation management, customer relationship management within an interorganizational context and the concept of customer satisfaction
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Ogitani, Catherine Louise. "Participant perceived satisfaction with the Jobs and Employment Services Department multi-service unit." CSUSB ScholarWorks, 2001. https://scholarworks.lib.csusb.edu/etd-project/2021.
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Sundblom, Katja, and Roza Zangeneh. "Compassion satisfaction hos sjuksköterskor." Thesis, Mälardalens högskola, Akademin för hälsa, vård och välfärd, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-54949.
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Johnston, Robert. "The service quality factors : satisfaction, dissatisfaction and recovery." Thesis, University of Warwick, 1993. http://wrap.warwick.ac.uk/34729/.
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Service quality appears to transcend a number of, as yet, only loosely related fields including operations management, service management and consumer behaviour. The intention of the first part of this research was to draw together some parts of these complementary literatures in order to understand the nature of service quality. The objective of the empirical study was to identify the customer-based determinants of service quality, in particular to identify those service quality factors which tend to lead to satisfaction, those that tend to lead to dissatisfaction and those that are important to the process of service recovery. The purpose of the research was to add to the growing body of knowledge on service quality and to help managers undertake activities for the measurement, control and improvement of service quality. The empirical study took a logical positivist/empiricist approach using customer's perceptions of reality. The chosen research instrument was the critical incident technique. The study found that the various quality factors do have different, though not exclusive, effects on the outcome of the service experience in terms of satisfaction or dissatisfaction. It was also found that the dissatisfaction factors and the satisfaction factors are not the obverse of each other. Furthermore, the satisfaction factors are primarily tangible factors, underlining the critical role of service staff in providing satisfaction, and the dissatisfaction factors are primarily intangible factors stressing the more systemic issues that tend to result in dissatisfaction. It was suggested that these factors may either act as switches, amending customers' perceptions of the service experience during the service itself, or act as levers upon the customers' satisfaction or dissatisfaction thresholds. Service recovery was also identified as a key creator of satisfaction and a number of factors were identified that support the recovery process. It has been suggested that operations managers should be concerned with designing-in satisfaction switches/levers and removing dissatisfaction switches/levers. They should also be concerned with implementing systems to seek out failures and to try to recover from them.
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Tahir, Harris. "ANTECEDENTS OF CUSTOMER SATISFACTION IN E-SERVICE TRANSACTIONS." NSUWorks, 2013. http://nsuworks.nova.edu/hsbe_etd/110.
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What influences online service quality and how is service quality linked to customer satisfaction? This dissertation addresses these important questions using four alternative operationalizations of the service dimensions: expectations minus perceptions (E-P), a direct measure of the expectations - perceptions gap (direct), the perceptions measure only (P), and expectations minus perceptions adjusted for the absolute level of perceptions P-(E-P). Separate structural equation models are estimated for each measurement operationalization. The study found that E-P variables were not highly reliable and the discriminant validity for all models between service quality predictors was not high. A simple overall measure of service quality outperformed independent service dimensions for all models. The only significant individual predictors were sense of internet community and site customization. This study found that Internet buyers are not greatly sensitive to individual service dimensions which seem to act as indicators of a holistic latent service evaluation variable. Buyers are more sensitive to the transaction outcome than its process. A halo effect across service dimensions was also found. Satisfaction was linked to only cognitive, affective, and conative loyalty but not behavioral loyalty. When word of mouth was used as a proxy loyalty measure satisfaction explained more of the variance than the loyalty variables in all models. In assessing overall service, performance managers can use the overall variable. But given that a halo effect was found in this study, identifying and managing specific service dimensions is difficult.
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Morganstein, Susanne R. "Guest satisfaction in a college food service setting /." Online version of thesis, 1994. http://hdl.handle.net/1850/11576.
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Santamaria, Javier, and Marco Gonzalez. "Measuring Customer Satisfaction in a Service Company combining approaches for Quality Service Improvement." Thesis, Växjö University, School of Technology and Design, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:vxu:diva-2372.
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<p>This Thesis is about improvement Quality Service from the perspective of the customer satisfaction. This is motivated in a service company that has some problems measuring customer satisfaction in a quality of service. We believe that customer satisfaction is related with the quality of service, and measuring can be used like a advantage for Quality improvement. To archive this we present some theoretical background about Quality, some tools for quality improvement, some tools for measuring customer satisfaction. Our empirical findings are focused on how our case company tried to use these approaches. During the analysis we compare these information and we’ll see if there is a correlation between the different authors and how the company works. We’ll see that they work very well with TQM, Six Sigma, they use some approaches of SERVQUAL and CSM. Also we’ll apply QFD that relates the customer needs and expectations, and the Service Characteristics, identified previously. The results are based both in SERVQUAL and QFD. For instance, the lack of communication between the customers and company is the main gap regarding how to measure the customer satisfaction. Some tips about how to measure the customer satisfaction and other recommendations are given at the end. The conclusions are the benefits that we obtain from combining the SERVQUAL and QFD method, because we believe that both work very well together due to it becomes a powerful tool that is telling if the customer is satisfied or not. Aside it is telling us where we should act to improve the quality of service and therefore the customer satisfaction. The work presented is based on the interview with our contact person. Several observations were made regarding the measurement method that they are using.</p><br><p>Den här uppsatsen handlar om förbättring av servicekvalitet sett utifrån ett konsumenttillfredsställelseperspektiv. Detta är motiverat i ett tjänsteföretag som har problem med att mäta konsumenttillfredställelse i form av servicekvalitet. Vi tror att konsumenttillfredställelse är relaterat till kvaliteten på servicen, och att en mätning av denna kan användas som en fördel för kvalitetsförbättring. För att åstadkomma detta presenterar vi en teoretisk bakgrund om kvalitet, en del verktyg för kvalitetsförbättring samt en del verktyg för att mäta konsumenttillfredställelse. Vårt empiriska underlag är fokuserat på hur vårt exempelföretag har gått tillväga i arbetet med dessa verktyg. I analysdelen jämför vi informationen för att se om det existerar en korrelation mellan de olika författarna och hur företaget arbetar. Vi noterar att de arbetar väl med TQM, Six Sigma och att de använder en del av aspekterna i SERVQUAL och CSM. Dessutom kommer vi att applicera QFD som relaterar konsumenternas behov och förväntningar till serviceegenskaper, som tidigare identifierats. Resultatet är baserat både på SERVQUAL och CSM. Exempelvis är bristen på kommunikation mellan konsumenterna och företaget det främsta gapet beträffande mätningen av konsumenttillfredställelse. Rekommendationer angående mätningen av konsumenttillfredställelse och andra förslag ges i slutet av uppsatsen. Slutsatserna är de fördelar som vi fått fram genom att kombinera metoderna SERVQUAL och QFD, två metoder som fungerar bra tillsammans och blir ett kraftfullt verktyg, som kan ge svar på om konsumenten är tillfredsställd eller ej. Dessutom visar det hur vi ska agera för att förbättra servicekvaliteten, och därmed konsumenternas tillfredställelse. Uppsatsen är baserad på intervjun med vår kontaktperson. Flertalet observationer har genomförts av den mätmetod som företaget använder sig av.</p>
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丁主亮. "A Study in Village Chiefs’ Services Environment, Service Value, and Service Satisfaction." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/944s33.
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碩士<br>南臺科技大學<br>企業管理系<br>107<br>The purpose of this study is to study in Village Chiefs’ Services Environment, Service Value, and Service Satisfaction. The research object is mainly aimed at Tainan Anding Dist Village Chiefs The research tool of this study includes the Services Environment scale, Service Value scale, and Service Satisfaction scale, and SPSS & AMOS were used for statistical analysis. Total 270 sample copies were distributed, and 244 valid questionnaires were analyzed. The effective recovery rate is 90 percent. The results of this study demonstrate as followings ： (1)The relationship between village chiefs’ Services Environment and Service Satisfaction has positive significant correlations;(2)The relationship between village chiefs’ Services Environment and Service Value has positive significant correlations; (3)The relationship between village chiefs’ Service Value and Service Satisfaction has positive significant correlations; (4) Resilience that operates in between Services Environment and Service Satisfaction of village chiefs.
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Hung, Wang-Chuan, and 洪婉娟. "Effects of Policeman’s Service Behavior on Service Satisfaction." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/21136866344563858090.
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碩士<br>國立高雄應用科技大學<br>財富與稅務管理研究所碩士在職專班<br>101<br>The main purpose of this study is to explore the effect of in-role and out-role service behavior of police administrators on public satisfaction and support. This study constructs a theoretical model to evaluate the relationships among variables. Data is collected using questionnaires, and regression analysis is used to test three hypotheses. This study uses 260 people as research subjects. The empirical results show: the in-role service behavior and out-role service behavior of police administrators have a significant positive effect on public satisfaction and support, and public satisfaction and support have significant positive effects. Finally, this study concludes with research results and significance.
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Govender, Therashree. "Service quality enhances customer satisfaction." Thesis, 2003. http://hdl.handle.net/10413/4199.
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The main driving force behind the increasing interest in delivering service quality, is the need to keep customers satisfied and loyal. Companies are realizing that it's far more profitable to service existing customers than it is to develop new ones. As a result, they are doing all they can to strengthen and foster customer relationships. This, in turn, has led to the need for more innovative service quality strategies. Knowledge of one's customers is an important factor. The more information a company has, the more targeted their marketing can be and the better able they are to serve their customers' needs. This research dissertation is aimed at identifying the strategies that contribute to delivering quality service that leads to customer satisfaction and eventually client retention. It evaluates the benefits of the human, work process and technological dimensions and determines what actions are required by The Company to improve the levels of customer service. Based on the analysis, the gap between the current service expectation of The Company and service delivery by The Company urgently needs to be reviewed in light of customer satisfaction and customer retention. The guiding principle at most companies today is to develop systems to economically produce goods or services that satisfy customer requirements. To carry this out effectively requires a companywide quality improvement program.<br>Thesis (MBA)-University of Natal, Durban, 2003.
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Hu, Chi-Pin, and 胡其彬. "In-service Students Satisfaction Model." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/60708844307145055394.
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碩士<br>中華大學<br>資訊管理學系<br>94<br>The prevalence of the In-service Education is making the study of In-service student satisfaction very important. This study aims at developing a theoretical satisfaction model, which is based on American Customer Satisfaction Model (ACSI). This model can help answer questions, such as why students are satisfied or dissatisfied, whether the school’s complaint handling is effective and how to improve students’ satisfaction. Partial Least Squares (PLS) was used to test the theoretical model. The results showed that the strongest factor to affect student satisfaction is faculty supports, followed by teaching methods and curriculum designs. Through the observation of the strategic management map, we suggest that the school should immediately improve the flexibility of curriculum selection and class; teachers should provide answers to students’ problem, bring an active and interactive class atmosphere, try to bridge the gap between practice and theory, design the up-to-date and suitable lessons. We also found that the school is not effective in handling student’s complaint. Finally, the score of student satisfaction can be used to compare with the scores of other schools.
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Wang, Cheng HO, and 王政和. "Convenient Store Service Quality Satisfaction." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/03051483574200513660.
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碩士<br>玄奘大學<br>國際企業學系碩士班<br>100<br>The number of convenient stores in Taiwan reaches to ten thousand at least. Store types of the traditional groceries have changed. traditional grocery stores are slowly disappearing in the city, including changed patterns in country areas, I often went to somewhere to purchase, like groceries which have disappeared in the city in nearly 15 years, Consumers go and buy in convenient stores which have many kinds of goods and have characters of high rapid and conveniet. 24-hour-opening has changed shopping habits.
The motivation of this study,to investigate and understand the consumer to the convenient store shopping patterns of consumers to study the after - shopping service quality and satisfaction for the customer to the convenient store , this study examines the quality of service is expected to feelings of satisfaction and service quality the actual feelings of satisfaction and overall satisfaction , customer consumption for the Hsinchu area to the convenient store survey research , statistical analysis to verify the analysis , the study found : service quality "reliability" average monthly personal income , service quality " certainty " the average individual income has a significant difference in the last of this study based on the theoretical framework and data analysis results of the research findings , research recommendations and future research directions .
Keywords: Convenient Stores, Service Quality and Satisfaction.
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Huang, Ya-Lun, and 黃雅倫. "Effects of Cabin Crew’s Service Behavior on Service Satisfaction." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/58272803973144412863.
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碩士<br>國立高雄應用科技大學<br>財富與稅務管理研究所碩士在職專班<br>101<br>Marketing models in the new century have transformed from traditional manufacturing and production and supply to thinking about customer satisfaction and customer value as focus in competitive economic behaviors. In the mutual corporate competition and distribution in a limited market and in relationships in satisfying customer need factors, other than using a high level of service spirit to satisfy customer needs, and proceeding from the perspective of customer benefit to provide them with consultation and guidance, companies should also use customized and customer-first marketing ideals
to serve customers, in hopes creating operational profits along with customers. This study uses the customer’s position and interaction with airline companies to explore how flight attendants’ “in-role service behavior” and “out-role service behavior” on “customer satisfaction,” as well as the correlation between “customer satisfaction” and “customer loyalty,” in order to use effective information and more objective evaluation models to achieve an in-depth understanding of customer needs,
in order to provide airline operators with understanding of customers, so that their management can be more competitive and serve as a basis for future corporate management.
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Chen, I.-Jung, and 陳怡融. "Effects of credit officer’s service behavior on service satisfaction." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/98481328680962090565.
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碩士<br>國立高雄應用科技大學<br>財富與稅務管理研究所碩士在職專班<br>101<br>Under the influence of the Taiwanese government’s active promotion of financial liberalization and internationalization, the financial industry has seen a gradual increase in new banks in Taiwan, as foreign banks have entered the Taiwanese market as well, increasing competition among banks. Other than providing diversified products to satisfy the demands of customers, an important issue for the operations of the banking industry is to provide excellent service quality and increase customer satisfaction in order to enhance corporate profitability and operational efficacy.
This study uses the SERVQUAL model as basis, using questionnaires to collect data and regression analysis to test three hypotheses. At the same time, this study expects that by exploring the service behaviors of financing specialists, the research results can assist them in improving and elevating service quality, forming a basis for service quality analysis by the banking industry in the future.
Empirical results show: there is a significant positive effect of in-role service behavior and out-role service behavior of financing specialists on customer satisfaction, and customer satisfaction and customer loyalty have significant positive effects.
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Chuang, Min-Hui, and 莊敏惠. "Effects of financial planner’s service behavior on service satisfaction." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/51781754524229275418.
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碩士<br>國立高雄應用科技大學<br>商務經營研究所<br>99<br>This study investigates the impact of service behavior of financial planner of bank industry on customer satisfaction and customer loyalty. Accordingly, this study devises a theoretical model for examining the links among contextual variables and uses regression analysis to examine two hypotheses. Research data is collected using surveys of 191 customers of bank industry, the regression analysis results clearly indicate that image expression and expertise have a positive impact on customer satisfaction and customer satisfaction has a positive impact on customer loyalty. Finally, the findings of this study and their implications are discussed.
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Sheppard, Lorraine 1962. "Service quality in professional health services." 1998. http://web4.library.adelaide.edu.au/theses/09PH/09phs5495.pdf.
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Includes one computer disk in Work 6 format. System requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor. Bibliography: leaves 241-270.
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Stewart, Scott Ian. "Customer Satisfaction in the Metropolitan Ambulance Service." Thesis, 2001. https://vuir.vu.edu.au/225/.
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The field of customer satisfaction is complex and lacks clarity. Any technique that can bring order and predicability to the field is keenly sought. The partial least square methodology (PLSM) is a new means of modelling and predicting future outcomes. This research uses the partial least square modelling methodology to investigate and model the satisfaction of users of the Metropolitan Ambulance Service, Melbourne (MAS). The theories of Customer Satisfaction were reviewed then a definition of the concept established. The current state of the MAS was briefly discussed and the PLSM methodology was defined. Data collected from the MAS customer population was analysed by the PLSM method and by traditional statistical methods for comparative purposes. The results of the research demonstrated that the PLS methodology can be successfully applied to the field of satisfaction measurement of the ambulance service customer. Whilst uniquely modelling the determinants of customer satisfaction, it agreed with work by earlier researchers that particular aspects of staff behaviour were very important for high levels of customer satisfaction in the service industries. The model predicted that changes in the satisfaction rating of the staff variable would have a significant effect on overall satisfaction and critical consequential outcomes such as reuse and re-subscription. It also predicted that the overall model of customer satisfaction of MAS users was insensitive to changes with image, cost or equipment. An unexpected finding was that perceived medical ability was strongly linked to the paramedic's professional appearance. Implications of the finding are that MAS should pay close attention in the design and maintenance of the paramedic uniform. The relationship between a paramedic's professional appearance and their medical ability as perceived by a patient should be emphasised during training and professional development days. The very high importance of staff issues such as competence, friendliness, calmness and trustworthiness in regard to customer satisfaction reaffirms MAS attention and awareness of the matter. The research needs to been repeated within MAS to give a trend over time and a measure of the effectiveness of changes. To show that the methodology is widely applicable the research should be repeated using another ambulance service.
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Marx, J. M. M. "Customer service as an indication of service quality in South African supermarkets." 2005. http://upetd.up.ac.za/thesis/available/etd-03102006-151606.
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King, Darret. "Does Mercedes-Benz service customer satisfaction measure the service advisor emotional intelligence?" Diss., 2008. http://hdl.handle.net/2263/23829.
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In South Africa’s automotive industry where product features are very similar among vehicles, where there is huge competition between the vehicle brands, whether they are imported or locally produced, what is the leverage one can use to gain a competitive advantage? What will be the means of differentiation? The answer and the ultimate business advantage may very well be customer service excellence. In an effort to measure service excellence, South African customer satisfaction questionnaires, have historically via the questions that they ask and the weightings they give to these questions emphasised the transactional component of customer satisfaction. South African automotive retailers however need to understand the relationship component of the satisfaction of customers. This research shows that the current definition of Customer satisfaction does not measure this relation component as defined by emotional intelligence of the service advisors. Suggestions are given at the end of the report as to how this situation can be changed and the advantages that can be taken for automotive retailers.<br>Dissertation (MBA)--University of Pretoria, 2010.<br>Gordon Institute of Business Science (GIBS)<br>unrestricted
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Shi, Bor-Jiun, and 施柏均. "A Study of Service Failure, Service Recovery, Customer Satisfaction and Purchase Intention in Mobile Phone Services." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/91551832747591700560.
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碩士<br>國立臺北科技大學<br>商業自動化與管理研究所<br>88<br>ABSTRACT
It is important to retain customer satisfaction in mobile phone services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Although companies can’t avoid all problems and complaints, they should try to make up. Therefore, service failure and service recovery have become an important and challenging issue for companies.
The study is intended for finding out customers’ response to service failure and service recovery. It has three aims : 1. To probe into critical service failure events. 2. To probe into critical service recovery events. 3. To examine the relationships among service failure, service recovery, customer satisfaction, trust, commitment and purchase intentions.
The study has two stages: The first one is to probe into service failure and service recovery by using CIT in mobile phone services. The research categorizes 229 critical service failure incidents into 3 main groups and 9 items and 189 critical service recovery incidents into 5 main groups. The second one is to use factor analysis and path analysis to examine the relationships among service failure, service recovery, customer satisfaction, trust, commitment and purchase intentions. The results are as follows : 1. Service failure will cause negative influence on purchase intentions, but companies can reduce the effect by service recovery. 2. The failure of core service and service policy will not have significant correlation on customer complaint and all satisfaction. 3. Trust will not influence on purchase intentions, but commitment has positive influence.
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Huang, Jonq-i., and 黃仲伊. "THE STUDY OF SERVICE FAILURE, SERVICE RECOVERY, CUSTOMER SATISFACTION AND PURCHASE INTENTION IN THE BROADCAST SERVICES." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/96524095498962840994.
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碩士<br>南華大學<br>企業管理系管理科學碩博士班<br>96<br>In Taiwan''s modern consumer market, any large or medium-size business will take great care over the quality, marketing and packaging of their product in order to obtain the best possible returns. In recent years, all large and medium-size businesses are also putting more effort into customer care strategies and emphasizing customer satisfaction. In view of this universal modern phenomenon, this study investigates issues related to errors in customer service, taking as its example the broadband internet business. It investigates in detail the points of difference in each kind of customer service error and asks if it is necessary to use different strategies of redress to restore customer satisfaction and make customers willing to buy again.
The results of this study showed: that for different types of customer service errors, customers prefer different strategies of redress; and among customer service faults, faults of core policy and faults in customer service personnel systems have a marked effect on the substantive redress achieved by the rectification strategy.
In addition, in studying the relation between strategies of redress and customer satisfaction, this study establishes that the psychological redress and the substantive redress in the rectification strategy have a marked effect on overall customer satisfaction. Also, in studying the relation between overall customer satisfaction and the customer''s willingness to buy again, the study found that overall customer satisfaction has a marked effect on the customer''s willingness to buy again. Of special interest is the analysis of variations in demographic statistics, as the variations produced by sex, age and customer complaints in different types of customer service problems all have certain tendencies as regards strategies of redress, overall customer satisfaction and the customer’s willingness to buy again, but do not however show substantial difference.
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Chou, Chih-Chien, and 周志謙. "Service Encounter Elements and Customer Satisfaction." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/q6pauu.
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碩士<br>銘傳大學<br>管理研究所<br>93<br>The study takes the high-contact services, medium-contact services and
low-contact services industries as examples, which are five-star hotel, fast food
chain and automobile maintenance, to investigate the relationship among the
interaction between contact personnel and customer, customer-to-customer
interaction and physical surroundings toward the customer satisfaction. We
employ the questionnaire survey with the samples of GRAND HTATT TAIPEI,
McDonalds and Richahaus customer in Taipei by way of convenience sampling.
According the result of SPSS: 1. Interaction between contact personnel and
customer has a significant influence to customer satisfaction; 2.
Customer-to-customer interaction has a significant influence to customer
satisfaction partially; 3. Physical surroundings has a significant influence; 4.
Customer compatibility has a significant influence to the relationship partially
between customer-to-customer interaction events and customer; 5. Customer
satisfaction is significantly positive effect on customer loyalty. Finally, the result of this study can apply for service provider with promoting customer satisfaction
and customer loyalty.
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Wang, Ying-Ying, and 王英櫻. "The Customers'''' Satisfaction on Service Recoveries." Thesis, 2001. http://ndltd.ncl.edu.tw/handle/22653036976138600872.
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碩士<br>中國文化大學<br>國際企業管理研究所<br>89<br>ABSTRACT
Because the service failure is unavoidable, if service failure occurs during service delivery system, good service recovery can enhance customer satisfaction, establish the relationship with customer, and prevent customer from betraying the brand. But if ser-vice recovery doesn’t execute in effective way, it will increase the opportunity of the customer dissatisfaction. So, to understand what kind of the service recovery is fitting with customer’s demand is very important. Therefore, this research using perceived jus-tice to discuss with the influence of the service recovery way and customer satisfaction to the attitudes.
This research refers to the research framework of Tax and Brown (1998), it appears that customer will estimate if he obtains fair treatment from three layers of service recovery. That is “outcome justice”, “procedural justice”, “interactional justice” and it will influence the customer‘s trust and commitment to the enterprise by customer satisfaction.
This research is using experiment design framework, totally 54 experiment groups, to direct at the postgraduate students of Chinese Culture University, Soochow Univer-sity, Ming Chuan University randomly dispense questionnaire, totally 736 effective questionnaires. The result appears that (1) After service failure occurs that if the more compensation the higher customer’s perceived justice in outcome justice. If the service provider’s attitude is more cordial, the customer get higher perceived justice in proce-dural justice. (2) Perceived justice is influence to customer satisfaction and when cus-tomer perceived in higher outcome justice, procedural justice, interactional justice, customer received higher satisfaction. (3) Each layer of perceived justice causes differ-ent significant influence to customer satisfaction. The biggest influence is outcome jus-tice ,the next is interactional justice and the last is procedural justice . Outcome justice and interactional justice cause big influence to customer satisfaction. (4) After service recovery , the higher customer satisfaction, the higher trust and commitment of enter-prise. (5) Service failure will influence to service recovery way and perceived justice.
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Lee, Hsin–Fei, and 李秀妃. "Hairdressing service quality and satisfaction research." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/49629909496191181878.
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碩士<br>朝陽科技大學<br>休閒生活美學產業碩士專班<br>103<br>How to control effectively the customer，s satisfy
action，increase satisfaction and decrease complaint， will be the investigation that helps growth of beauticians，It is also the topic concerned by related beautician.This research is to investigate the client，s satisfaction， and to have an interview with clients in ordet to figure out why the clinet is satisfy with a beautician. The impact is closely linked amd inseparable.Patiently listen to what clients need is recommened，and to make them trust and feel secure.Patiently solve clinent，s problem and upgrade skill in order to increase clients satisfication.
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Cheng, Wan-jung, and 鄭莞蓉. "Catering service quality and customer satisfaction." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/20874023846827373172.
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碩士<br>國立中山大學<br>企業管理學系研究所<br>100<br>Looking back the past and prospecting for the future, Taiwan’s catering industry in the next 10 years will be facing stronger competitive threats including the stagnation of population growth, continuing increase of diverse caterings, rising costs and the moderation of the cross-strait relations. Encountering such outer changes, strengthening the core competencies and competitive advantages for satisfying the various customer demands and creating customer’s value will be the only way to ensure the business stand in the position of not defeated. Restaurant industry is a kind of service industry; the service quality and customers’ satisfaction are always the bases for its subsidence.
This study aims to investigate effects of customers’ perceived service quality, customers’ satisfaction, and specific acts customers towards the restaurants. The statement provides the understanding of comprehensive perspectives of customers’ sense, perception, service satisfaction and differences of demographic analysis. The quantitative method is adopted to realize the demographic influence on the customers’ perceived service quality and satisfaction via the data collection of questionnaires. The analyzed data has proved that the customers’ satisfaction and perceived service quality develops a positive influence of each other. It means that the better service quality perceived the higher customers’ satisfaction received. “Empathy, assurance and reliability” are the crucial elements of service quality. The factors for customers on different gender, at different restaurant location, by different number of diners and for different purposes of dinning can apparently impact on the outcome of customers’ satisfactions.
The key factors for increasing the catering competiveness rely on the “service quality” and providing catering workers with trainings and cultivation on the realization of “assurance, reliability and empathy”. From the viewpoint of service quality and customers’ satisfaction, the first-line service personnel usually play an important role for satisfying customers’ needs, and their performance will significantly lead to the overall satisfaction and influence on the restaurant as well as the company.
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Chang, ChaoWei, and 張朝瑋. "A Study of TTQS professional’s service quality & service satisfaction." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/30796224997560262766.
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碩士<br>實踐大學<br>企業管理學系碩士班<br>99<br>The research investigates the general satisfaction and survey from professional who have trained in the TTQS (Taiwan Train Quality System). These questionnaires offer for three kinds of 457 professional staffs. (The professional staffs have a total assessment committee of 200 members in 2010 of this year. There are 139 counselors and 118 trainers.) The research found that the entire system of TTQS and each service center, which offers quality of service, is generally satisfied of professional staffs; in addition, the SOP (standard operate process) should abide by the provisions of the rights and obligations has also shown a high degree of satisfaction level. Finally, studies have also learned that more than 90% of the three categories are considered to create an exit mechanism for the officials deemed to be incompetent. According to this situation, the research makes some suggestions:
1. More than 90 percent of the three types considered to create an exit mechanism for the officials deemed to be incompetent. The different identity will affect the cognition of ideal exit mechanism; the assessment committee members and counselors regarded that the ethical norms will be the perfect exit mechanism; the educational trainers think that the student satisfaction is optimum exit mechanism. As a result, most of professional believe that the exit mechanism can enhance the over level of exit, so it recommendations TTQS exchange control units can follow-up that to be proceed with the direction.
2. Up to 93 percent members of the assessment considered that the district service center sends (connection) number of cases is really reasonable this year. The point also represents the year for exchange control units and the district service center have received as the largest result. It improved the past of problems for the case system; moreover, it more confirmed the fairness and practicality since start using the system of automatically sent the case. After that, when they follow this system, it reduce the injustice situation.
3. District Service Center for three categories of administrative processes is showing a high degree of overall satisfaction and from satisfaction Average scores were as high as 5.5 or more points of view. It displays this year of the SOP planning is really appropriate, and fit in with the expectations of all parties. In view of next year, There will be a new TTQS indicators, as a result, the follow-up study is recommended for new indicators to be measured again to view the index can reflect whether the cognition of subjects as well as the basis for improving the TTQS system.
4. SOP for the three categories shall comply with the provisions of the rights and obligations are highly satisfied (95%), and high 94% of people think that the most effective way to enhance the professionalism of the participating TTQS seminar, followed by participation TTQS training. In view of this, TTQS exchange control units should continue to set up a series of training courses Process, by managing the design and planning, to enhance their professionalism. In addition, the research will enquiry and survey about SOP in 2010, and the result will also be as a reference for follow-up by editing SOP Data. For the next year’s new and revised SOP, and recommendations for follow-up study could be the contents of the new SOP for a review, then asked three staff again whether the provisions of the new SOP clarity and satisfaction.
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Huang, Yi-chi, and 黃怡綺. "The Influence of Teachers'' and Staffs'' Satisfaction on Students'' Satisfaction － Service Quality and Service Value as Mediators." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/58584658785190220238.
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碩士<br>國立臺南大學<br>教育經營與管理研究所碩士班<br>96<br>With the coming of the 21st century - the era of knowledge economy, school''s competitive edge has been no longer depended on the amount of tangible property, but lies in whether the schools have intellectual capital or not, the source of intellectual capital is staff. Competition superiority of a school will depend on whether staffs could gain the maximum satisfaction from their jobs, and both enthusiasm and devotion for the work. Teachers and staffs are the school staffs whom are the service provider for students. The main motivation of the study is from the bussiness “Satisfied customers will always follow satisfied staffs,” however, it is still in luck of applicable studies for schools. Secondly, what are the traces that teachers'' and Staffs'' Satisfaction influence on Students'' Satisfaction? This study is to clarify the issue, the study added the service quality and service value for the mediator variables, and explain the relationship between staff satisfaction and student satisfaction. Based on the reasons above, the major purposes of this study are: (1) discuss the influence of the totality level (college teachers and department office staffs) on the individual level (teacher service quality and staff service quality) respectively. (2) discuss the relation among service quality, service value and student satisfaction. (3) discuss the theory basis of teachers satisfaction, staffs satisfaction, teachers service quality, staffs service quality, service value and students satisfaction, and then develop an effective tool for measurement.
Secondly, since the data involved the causality of interaction between different level variables (teachers, staffs and students) , the research applies Structural Equation Model (SEM) in individual level to verify the relations among teachers quality, staffs quality, service value and student satisfaction. In addition, applies Hierarchical Linear Model (HLM) to analyze the relation among the variables (teachers, staffs and students) which are related to different levels.
The research results are as follows: (1) A SEM result from the study shows teacher service quality has positive affection on service value and staff service quality also has positive affection on service value. (2) Furthermore, from the analysis of HLM integrated with totality and individual levels, teacher satisfaction has positive affection on teacher service quality and staff satisfaction also has positive affection on staff service quality.
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王睿怡. "The Relationships among Service Failure Attribution Failure Satisfaction and Overall Satisfaction." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/52390868069761757904.
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碩士<br>國立彰化師範大學<br>企業管理學系<br>102<br>Abstract
Recently, service recovery has become a more important research topic due to the inten-sively increasing need of services in all businesses. Because of the intangibility, inseparability, variability, and perishability in services, service failure (which may cause customers’ negative impression) is an unavoidable challenge. Therefore, there exists an urgent need for developing the methodology of service recovery for enterprises.
In this study, the relationship between the Relationship Quality and the attribution of service failures was first analyzed. Then, the relationships between the attribution of service failures, the overall service satisfaction, and the service recovery satisfaction were explored. At the end, how the overall service satisfaction and the service recovery satisfaction affect customers’ post-purchase intention was further discussed.
We concluded that to enhance the Relationship Quality between enterprises and their customers is crucial to overall customer satisfaction. In order to enhance that, the enterprises should provide good communication platforms for their customers. In addition, to establish effective principles and measures of service recovery is necessary. When the service failures occur, the efficient recovery measures could minimize the enterprises’ loss.
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Liu, Yu-Chen, and 劉郁楨. "Service innovation and service quality research on the relationship of satisfaction with the services - the public sector." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/21728286821916990124.
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碩士<br>元智大學<br>管理碩士在職專班<br>100<br>With the rapidly changing social environment and the changing trends of the times, the growing demand for public service quality provided by the public sectors has been evoluted from quantity demand to quality requirements. It becomes an important issue for public sectors to comprehensively upgrade their service quality, increase people’s awareness and satisfaction on provided service quality, and create a harmonious environment. The services provided by the public sector must be changed not only from the role of provider, but also from the demand (people) point of view to think over the provided services. Limited by the long-standing mode of inertial thought and bureaucratic system, to make a breakthrough, the priority of current stage should be focused on how to guide innovative government services as an attitude.
Therefore, this study investigated the satisfaction on service innovation of public sector and on quality of the public service through questionnaires to learn people’s demand on public administrative operations. Via such investigation, we get practical understanding of what people evaluated on service measures for the public sector, service quality, service quality judgement, and understand their suggestions or comments on provided services of public sector as reference for administrative renovation and service efficiency enhancement.
We took a random sample of questionnaire via face-to-face survey, mainly focused on people took up office service with government. Totally 325 questionnaires were issued and 313 were returned with response rate 96.31%. Deducted 17 invalid questionnaires, a total sample 296 was valid with effective response rate 94.57%.
The results showed that:
1. Service innovation and service quality have significant positive correlation.
2. Service innovation and service satisfaction have significant positive correlation.
3. Service quality and service satisfaction have significant positive correlation.
4. Service innovation and service quality have significant positive correlation with service satisfaction.
Based on the findings, we suggested:
1. An ongoing review of the creative measures to expand the benefits of convenient services.
2. Encourage their respective colleagues to take part in internal innovation, and enhance the quality of public service.
3. Consider people’s habits as a starting point. Design diversified and rich Internet content to make the network as an alternative road.
4. Actively consider the needs of the people, and expand the service base to extend the service performance.
5. Set up feedback mechanism in response to the suggestions of people, and react within effective time.
6. Full grasp that common people access to Internet generally, public sector can develop APP application to expand effectiveness of propaganda.
Keywords: service innovation, service quality, service satisfaction
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FANG, YI-CHIN, and 方翊琴. "Councillor Service Quality and Satisfaction In New Taipei City：Mr. Lin, kuochun Services." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/2srx7t.
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碩士<br>致理科技大學<br>企業管理系服務業經營管理碩士班(含碩士在職專班)<br>104<br>In the field of service, provided by the flow from tangible products to intangible services are called " service ." The public representatives elected based on service -oriented , power base of local representatives from the voters , so a request for voters , within the legal range are the best possible for the voters to properly solve problems , meet the needs of voters.In recent years, voter service difficulty with economic development, education quickly upgrade the level of knowledge , independent public awareness is high , resulting in a wide variety of complex service case , in addition to first -line service personnel face the pressure of the election , the pressure is not yet in the face of irrational people . Therefore, this study aimed to investigate the study public opinion on behalf of voters and voter satisfaction with service quality of the relationship , and to serve as an intermediary variable value .
Research subject is limited to persons of residents in Banchiao District, NTC and over 20 years of age, received assistance by Mr. Lin, kuochun Services , valid questionnaires in Itabashi total of 201 parts ; the use of data analysis software package SPSS as a tool to get it by sample data in a hierarchical regression analysis methods validation of the study hypothesis, results of this study show that : 1. the quality of service and satisfaction has a significant positive correlation ; 2 service quality and service value has a positive correlation ; 3 service value and satisfaction have significant positive correlation ; 4. The value of the service quality and service satisfaction has intermediary effect . Finally, implications and recommendations by management findings for reference on the application of practical management representatives .
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Lee, Yuchieh, and 李御傑. "A Study on Service Quality and User Satisfaction of Cloud Computing Services." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/31526471288551823919.
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碩士<br>華梵大學<br>資訊管理學系碩士班<br>100<br>This study provides an assessment model to analyze the differences between users’ expectation and perception of cloud computing services. This study which is based on “SERVQUAL” tries to discuss the relationship between “cloud computing services” and “user satisfaction” and "Personality Traits" in Taiwan. This study collected the relevant data to do hypothesis testing and canonical analysis. The results show “Personality Traits” is not significantly affect by “cloud computing services quality of expectation”, “cloud computing services quality of perception” and “difference between expectation and perception”. The significantly difference between user’s expectation and perception, user’s “cloud computing services quality of perception” has significantly explanatory on “user satisfaction”, but “user satisfaction” is not significantly affect by “difference between expectation and perception” and “cloud computing services quality of expectation”. The results of this study provide some recommendation for provider of cloud computing service to improve their service quality.
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Su, Yu-Chen, and 蘇裕宸. "The Effects of Service Quality and Service Value on Citizens Satisfaction." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/3ybn2r.
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碩士<br>義守大學<br>企業管理學系<br>104<br>Following the trend of the advances and needs in nowadays society, every institutions and units in society are not only divided exquisitely, but also enterprise gradually, which greatly affects the operation and administration of police agencies. The impression of a police agency often depending on the satisfaction of people, which may also, alters the image of government. Thus, the purpose of this research is to probe how the service quality and the service value of police officers influence the satisfaction of people. This research applies the survey research strategy, the convenience sampling and data analysis software with SPSS was used to survey the publics. Hope this research could be the reference to promote the police service quality and value in the future, and to provide other police agencies the tool to elaborate and improve.
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Linh, Lam Thieu, and 林少玲. "Service quality and Customer satisfaction of Internet Banking service in Vietnam." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/13454722104124132654.
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碩士<br>中國文化大學<br>國際貿易學系<br>102<br>This paper aims to investigate the relationship between service quality dimensions, customer satisfaction, customer loyalty and positive word-of-mouth in Internet Banking service in Vietnam. Six service quality dimensions including efficiency, reliability, fulfillment, privacy, perceived ease of use and perceived usefulness were selected and examined in order to have a better understanding about the relationship between service quality dimensions and customer satisfaction towards Internet Banking service. This study also considered the influence of customer satisfaction on customer loyalty and positive word-of-mouth. Questionnaires were distributed to the respondents by convenience sampling method. The data collection was conducted from Internet Banking users and analyzed by Statistical Package for Social Science (SPSS) version 16 and Analysis of Moment Structures (AMOS) version 20. The result shows a significant positive relationship between customer satisfaction and three service quality dimensions including fulfillment, perceived ease of use and perceived usefulness. This study also reveals a significant positive influence of customer satisfaction on customer loyalty as well as positive word-of-mouth. In addition, the overall satisfaction is significantly different between domestic and foreign commercial banks in Vietnam and higher for the foreign commercial banks. The theoretical and managerial implications of this study are discussed. The limitations of this study as well as recommendations for future research also have been made.