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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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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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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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Shahin, Arash. "A comprehensive model for service quality design : integrating CRS, SQFD and other advanced quality engineering techniques for designing quality service." Thesis, University of Newcastle Upon Tyne, 2003. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.483650.
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Valenzuela, Franco, Jeysev Estocalenko, José Rojas, and Carlos Raymundo. "Lean service quality model to improve the performance of service in automotive dealer." Springer Verlag, 2020. http://hdl.handle.net/10757/656345.
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El texto completo de este trabajo no está disponible en el Repositorio Académico UPC por restricciones de la casa editorial donde ha sido publicado.The service sector, specifically the automotive sector, has witnessed significant growth in the economy and is constantly searching for methods to improve its quality indexes with its customers; however, errors in general repairs are ever present in this tertiary activity. This document undertakes a practical study to measure the effectiveness of the Lean Service Quality (LSQ) model, which combines the development of a multi-elemental scale to measure service quality (SERVQUAL) and a conceptual/practical Lean Service model, with the aim of reducing the number of poorly performed technical repairs at a Toyota automobile dealership. The main result of the research was defining a practical guide to replicate the LSQ model. In addition, as the model’s first approach, the study demonstrated that, for the dealership under study, the rate of bad repairs was ultimately reduced by 5.17%.
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Lumyong, Rotjarek, and Suppalak Suksom. "Service Quality of Thai Travel Agency, Thailand Resor AB, in Sweden." Thesis, Mälardalen University, Mälardalen University, Mälardalen University, Mälardalen University, School of Sustainable Development of Society and Technology, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-7789.
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The customers perceived all 5 SERVQUAL dimensions; tangibles, reliability, assurance, responstiveness, and empathy, pertaining service quality performance at low level when compared with their expectation. Thailand Resor AB should fulfill these 5 gaps and pay attention at assurance dimension concerning conveying trust and confidence because of the highest gap. The dimension of tangibles (equipment, physical facilities, etc.), empathy (ability to see through the customer’s eyes), responstiveness (willingness to help and provide prompt service), and reliability (doing what company have promised) were adjusted consequencely. The respondents highlighted the following key quality factors of their expectations; be treated with respect, be listened to and be dedicated attention, more friendly staffs, get the accoracy information. Some respondent have fuzzy expectations that he company have to further discover the real expectations by providing gauidance to their staffs to encourage them to ask questions.
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Boakye, Kwabena G. "A Relationship-based Cross National Customer Decision-making Model in the Service Industry." Thesis, University of North Texas, 2013. https://digital.library.unt.edu/ark:/67531/metadc283834/.
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In 2012, the CIA World Fact Book showed that the service sector contributed about 76.6% and 51.4% of the 2010 gross national product of both the United States and Ghana, respectively. Research in the services area shows that a firm's success in today's competitive business environment is dependent upon its ability to deliver superior service quality. However, these studies have yet to address factors that influence customers to remain committed to a mass service in economically diverse countries. In addition, there is little research on established service quality measures pertaining to the mass service domain. This dissertation applies Rusbult's investment model of relationship commitment and examines its psychological impact on the commitment level of a customer towards a service in two economically diverse countries. In addition, service quality is conceptualized as a hierarchical construct in the mass service (banking) and specific dimensions are developed on which customers assess their quality evaluations. Using, PLS path modeling, a structural equation modeling approach to data analysis, service quality as a hierarchical third-order construct was found to have three primary dimensions and six sub-dimensions. The results also established that a country's national economy has a moderating effect on the relationship between service quality and investment size, and service satisfaction on investment size. This study is the first to conceptualize and use the hierarchical approach to service quality in mass services. Not only does this study build upon the investment model to provide a comprehensive decision model for service organizations to increase their return on investment but also, provides a congruence of work between service quality and the investment model in the management and decision sciences discipline.
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Wang, Tianjin. "A service quality model matched by a customised instrument for measurement of retail service sector performance." Thesis, University of the West of Scotland, 1998. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.388216.
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Developed nations, like the United Kingdom, increasingly have become service-based economies: in Taiwan, service industry accounts for more than 50% of GDP, exceeding the output value of manufacturing industry. Since 1988, Taiwan has followed the trend towards dominant employment by the service sector as opposed to manufacturing activity. The measurement of service quality performance is therefore important. Thus the main aim of this research programme was to develop a Service Quality Performance (SQP) model and to match it by a customised instrument for measurement of service quality performance. The service sector selected for study was that of retail supermarkets operating in Taiwan or in the UK. To achieve customisation of the Service Quality (SQ) instrument, the author used a sequence of synthetic procedures for generation of an item pool, complemented by analytic procedures for purification of test items: membership of the SQ domain was thus ascertained. Six stages of data collection served to test the relevance of items and factors to the service industry sector surveyed. Four of these stages were dedicated to development of a customised SQ instrument for use in Taiwan supermarkets. The fifth stage involved data collection from selected supermarkets in Taiwan and in the UK: relative weights of each SQ item and factor were then determined. Sixth stage customer survey of UK supermarket performance allowed comparison of Taiwan and UK service quality rating. The customised SQ instrument is named SCOPES, a mnemonic for its 6 factors: product Strategy, corporate Culture, employee Orientation, company Policy, physical Environment, and customer Support. Four factors represent the intangible elements of SQ performance, two factors represent tangible elements. A novel feature of the methodology employed by the author is application of Fuzzy Delphi and Fuzzy AHP methods to purify and to weight service quality test items and factors. Importance-Performance Analysis (IPA) was used to identify high importance/low performance items, followed by Cluster Analysis to enable comparison of competitive SQ performance of supermarket firms grouped intra-cluster and intercluster. Critical discussion of the SCOPES instrument by the author differentiates it from the SERVQUAL scale. The 26-item content of the author's instrument, customised for measurement of supermarket SQ performance, incorporates only 10 of the 22 items comprising the SERVQUAL scale: the others were deleted by virtue of purification procedures. The 6-factor structure of the SCOPES instrument is distinguished from the 5-dimension structure of the SERVQUAL scale. Acceptable validity and reliability findings in respect of the SCOPES instrument are reported. The author suggests that his item generation and purification procedures could be usefully extended to other sectors of service industry. Thus, item pools specific to each service entity could be created, refining customised measurement of niche service quality performance. Cost and time constraints limited sampling to twelve supermarket service providers, but the author advocates wider ranging study of developed and developing nations in respect of comparative service quality performance.
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ZHANG, YOU-REN, and 張佑任. "Research on integrated service quality model." Thesis, 1992. http://ndltd.ncl.edu.tw/handle/46141422674560254914.
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TSAI, YI-CHIA, and 蔡宜家. "Developing a Service Quality Model for Streaming Music Service." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/svej7t.
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碩士國立中正大學
資訊管理系研究所
106
Streaming music service was the third destructive wave for the global music industry (Morris & Powers, 2015). The revenues of it grew by 60.4% - the largest growth in eight years (IFPI, 2017). Therefore, this study thought that streaming music service is worthwhile to research. However, researchers had yet to use the perspective of service quality to explore streaming music service. In this study, Brady and Cronin’s model (Brady & Cronin, 2001) was used as theoretical basis to develop a service quality model of streaming music service. This model included three dimensions, namely, social interaction quality, platform quality and outcome quality. The structural model included three variables, namely, continuance intention, stickiness and e-loyalty. This research collected 291 objects’ data through Amazon Mechanical Turk. The results from data analysis indicated that social interaction quality, platform quality and outcome quality are all significant to service quality. Service quality has positive impact on continuance intention, stickiness and e-loyalty. It shows that this scale has good predictive power. The theoretical implication of our study is developing an appropriate scale for future research. The practical implication is to let service providers know that the deficiency of their service and provide directions of developing new features or modifying features.
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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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康秀芳. "The Model building of Temple Service Quality." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/40292147030859272754.
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碩士義守大學
管理科學研究所
90
Abstract The present study aimed to explore followers’ opinions of the temple service quality in Taiwan. PZB model was used as the theoretical base, and the questionnaires about temple service quality were applied to explore the opinions of the followers from thirty-three temples. SPSS package was used to analyze the data of the questionnaires. Moreover, the Multivariate Analytical Quantification I (MAQ I) was selected to construct the predication model of temple service quality. In addition, the significant difference between the satisfaction of each topic and means was tested. The major findings were summarized as follows: 1. Regarding the twenty-six topics related to the total temple service quality, the followers’ satisfactory level, in general, was middle (the average is above 3.3). Among these topics,“temple servants’ adequacy, understanding, politeness, communication,” satisfied the participants most. However, as for “the temple servants’ controlling ability”, all the participants agreed that it needed to be improved. 2. The satisfactory levels about the total service quality of temples were ranked as follows: GAP2, GAP4, GAP1, GAP3. 3. Concerning the influence of the individual participants’ characteristics upon their opinions, followers’ occupation as well as individual income in each month had no significant difference. However, the variance items including sex, years, marriage, career, and the distance to the near temple had significant difference. 4. The prediction model of service quality (formulated according to MAQ I) was described as follows: GAP5 ＝ 3.9999－0.153χ11＋0.102χ12－0.1068χ21＋0.0449χ22 －0.1414χ31＋0.0799χ32－0.2773χ41＋0.145χ42 5. The most effective gap was GAP4, according to MAQ I. That is, followers’ satisfactory level could be increased when temple servants could improve their reputation and offer related information explicitly. There were not many researches related to temple service quality. The coefficient of determination of prediction in this study was R2＝0.4457. Keywords: Non-Profit Organization, Temple, Service Quality, PZB, Multivariate Analytical Quantification I
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Ho, Chi-Sheng, and 何其盛. "Constructing a Model of Service Recovery Quality." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/46377480343464424073.
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碩士國立屏東科技大學
企業管理系碩士班
94
This study aims to explore the perspective of service recovery quality in consumers, the relationship between constructs of service recovery quality and customers satisfaction. realizing by the relation of actively-avoid, honest conscientious, substance indemnify, immediately psychology recovery, to build up the model of service recovery quality Satisfactory model. First, investigating service recovery quality that consumer accept are honest conscientious is the highest, felling the immediately psychology recovery is the lowest, company should strength honest conscientious and immediately psychology recovery in consumer. On different contact degree of service company, med-contact is the highest. Actively avoid and honest conscientious in company is the most important resource of service recovery quality. Company should improve responsibility to consumer. There are positive correlation between Substance indemnify and immediately psychology recovery. There are positive correlation between immediately psychology recovery and consumer satisfaction. This study suggest when company adapt service recovery could add with substance indemnify improving psychology recovery and satisfaction to consumer. According the result, to develop service recovery quality satisfactory model gap model. This study indicate that there are different between the exception of service recovery quality and psychology recovery. To point out five gaps of service recovery quality satisfactory model and provide solution. The gap are follow in business ethics, organizational commitment, physical resource, psychology recovery and service products, the solution are as follows: improving business ethics, reduce the gap between organizational commitment and physical resource, found out the content of physical resource, enhance competitive of product. Suggesting service company practice the policy of inferiors to imitate the superiors. Manager should overlook as customer’s view and build up a system of rewards and penalties. By improve service recovery quality, reducing service failure, enhance consumer commitment boost image of product and business.
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Otaki, Chia, and 張嘉瀧. "A MCDM Model for Casino Service Quality." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/37288842530164120483.
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碩士稻江科技暨管理學院
休閒遊憩與旅運管理學系碩士班
103
Abstract The purpose of this study is to construct a decision making model for casino managers to improve the service quality. This paper uses decision making trial and evaluation laboratory (DEMATEL) and DEMATEL-based analytical network process (DANP) to explore the interrelationship and influential weights within dimensions/criteria. The empirical findings reveal that the criteria of casino service quality possessed a self-effect relationship based on DEMATEL technique. Based on the influential network relation map (INRM), the dimension that managers should improve first when improving casino service quality is tangibility. In the ten criteria, polite of casino personnel is the most important criterion, followed by providing exclusive services, understand customer needs, proper accounts, records accurate, dedicated service, prompt service, professionals, staff appearance, and environmental equipment. Keywords: casino service quality, MCDM, DEMATEL, ANP
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Chang, Tsang-Chuan, and 張倉銓. "Assessment and monitoring model of service quality." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/14955681868266349363.
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博士國立臺灣科技大學
工業管理系
103
Service has become the key to industrial development in the economic system. Thus, service quality is regarded as the critical factor in obtaining competitive advantage in servitized industries. However, service and physical products differ fundamentally, and the voice of customers is generally fuzzy and non-quantitative, often leading to errors in the measurement of service quality. For this reason, this dissertation applied fuzzy linguistic scale in a questionnaire to gauge the satisfaction of customers towards individual service items as well as their overall satisfaction. Combining the correlation between the two with satisfaction performance, we constructed a service performance influence matrix (SPIM) to identify service items of poor quality. Furthermore, in response to limited resources and the highly competitive environment today, we employed the SPIM to compare the performance of the company with that of its competitors. We prioritize multiple service items needing improvement to provide the service-oriented company with a reference that enables them to formulate improvement strategies to enhance service quality and increase corporate competitiveness in an efficient manner. Unfortunately, the process of providing services includes a number of variables that are difficult to control. Hence, ensuring and monitoring service quality is an important issue. This dissertation further proposes a service performance control chart to assist company management in the timely monitoring of customer dissatisfaction to ensure that service quality improved is being maintained.
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Yan, Jun-rong, and 顏君蓉. "RESEARCH ON CHAIN BOOKSTORE SERVICE QUALITY MODEL." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/80443830228402648344.
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碩士南華大學
出版與文化事業管理研究所
96
This research is a theory foundation according to the PZB service quality model. The questionnaire of the service quality of the chain bookstore quantity forms were designed by making use of 26 components of service quality five greatest gaps the consumers of article bookstore are the main survey response. Data processing was carried out using SPSS analysis questionnaire data, by the regression analytical and central limit theorem, deduce estimate equation and confidence interval of the service quality satisfaction of the chain bookstore. The results show as the followings: 1. Based on the 26 components of service quality. Among all the components, tangible, access convenience, and courtesy were most praised by consumers. Security, market investigation, and control ability are considered to be improved. 2. As based on central limit theorem. The satisfaction of the chain bookstore service is from 4.857 to 5.251. According to the result showed that there was mid-high evaluation from consumers’ cognition within it. 3. The analysis which is based on the consumer individual variables, demonstrates that apart from the education level and monthly income show no notable difference; others such as gender, age, occupation, marital status and location all indicate they have notable difference the services qualities of chain bookstores. 4. The regression analysis on the predictive formula of chain bookstore service was carried out with SPSS10.0 as follow: Y＝ 0.227X1 ＋ 0.015X2 ＋ 0.351X3 ＋ 0.375X4 5. From the predict equation we know that the most important influencing disparity of service quality for chain book stores is GAP4.
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Zheng, Nai-Jail, and 鄭乃嘉. "A New Model for improving Service Quality." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/46234749390795985520.
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碩士崑山科技大學
資訊管理研究所
100
Importance-satisfaction models (I-S model) can identify service items for improvement but cannot determine which service items can actually improve customer satisfaction. Although the Kano model can find the service items to enhance customer satisfaction, it cannot know the actual feelings of the customer’s satisfaction. This study uses the concept of the service quality of P.Z.B., we integrate the I-S model and Kano model to identify the high importance and low satisfaction service items that can actually improve customer satisfaction. This can provide decision makers with a more precise quality improvement strategy. According to the results of factor analysis extracted five dimensions (Tangible, Empathy, Assurance, Responsiveness, Reliability) and 39 measure the key attributes of service quality, through the "IS model", "Kano model" and "integrate the I-S model and Kano model" to analyze and compare. Under the premise of not wasting resources and time, the new strategy can enhance service quality with limited human and material resources. We also prove a case study to verify our method. We expect this new model to give managers a more accurate and faster way to achieve the goal of enhancing customer satisfaction.
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Tu, Wei-Cheng, and 涂偉承. "Using The PZB service quality model to Explain the Logistics Service Quality on Food Distribution." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/jszbqg.
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碩士國立高雄第一科技大學
資訊管理系電子商務碩士班
106
The purpose of this study is to get to the perspective of the food distributor, and to understand the problem of the case study by the case study and the problem of the logistics of the food distribution industry, and to use the PZB model to analyze the quality of the product that the manufacturer has received, and then to collect the data in the form of an expert interview and questionnaire. The questionnaire is based on the PZB service quality theory model as the structured interview topic, and the open in-depth interview, so as to achieve the semi-structured logistics service research to develop the relevant indicators to improve the competitive advantage of the enterprise. The questionnaire is distributed to the chairman, middle and bottom managers of the whole a company. After that, the interview data and the expert questionnaire analysis and processing were collected, and the recording data were converted into verbatim manuscripts in the process. The places where the verbatim manuscript was not clear or the meaning was not clear were confirmed and checked with the interviewees. After confirmation, the data were initially organized according to the research topic and discussion. After the above data processing and analysis, there are several topics that have been analyzed and organized in the food distribution industry, such as logistics demand, logistics consumption and improvement of experience in logistics use. In view of that follow, it is suggested to consider expand the study gap from i to iv, the sampling object is limited to consumers who have use the bulk food distribution service, but the consumer who has not used the bulk food distribution service is still a majority, and the future study should be discussed in the context of factors affecting the use of the delivery service of this group.
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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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Mao, Hsin-Yuan, and 毛新元. "Combining Kano Two-Dimensional Quality Model and PZB Model to Construct Service Quality Model for Mobile Payment." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/bx7v58.
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碩士國立臺北科技大學
資訊與財金管理系
106
In order to find out the service demand that mobile payment service has a greater impact on consumers, the industry can be used as a business strategy to enhance the appeal of the service. This paper examines the key quality attributes of mobile payment services through focus group interviews and Kano two-dimensional quality model and PZB service quality gap. After constructing the action payment service quality model, it sorts the importance and finds the service items that need to be urgently improved or added. This article reviews the evolution of action payments compiled by scholars in the past, and cuts into the survey of service quality from the perspective of consumers. Focus group interviews can guide users to propose effective and broad-based needs based on their past experience and external communication of products, and add or replace the original model facets with service quality facets that have not been excavated in the past. In the course of this interview, the “convenience” facet was found to be a service quality facet that was not adopted by PZB but was in line with current mobile payments. Most users think that it is better to have a third-party payment function for mobile payments. The results show that the operator should improve costs by shifting to quality of service factors with higher consumer satisfaction and dissatisfaction factors. Give priority to how to reduce customer dissatisfaction, and then consider improving satisfaction.
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Sheng, Ni Yuan, and 倪源勝. "Hybrid MCDM Model for Improving Airport Service Quality." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/74512369931900772098.
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碩士開南大學
商學院碩士在職專班
102
Abstract In this study, we applied new hybrid multiple criteria decision making (MCDM) model. The model comprises decision-making trial and evaluation laboratory (DEMATEL) to explore the interdependent and feedback problems among criteria for building the influential network relation map (INRM), DEMATEL-based ANP (DANP) to find the influential weights, and VlseKriterijumska Optimizacija I Kompromisno Resenje (VIKOR) combining DANP to evaluate and improve the performance matrix of each alternative based on INRM for achieving the greatest airport performances. In this paper we have the following conclusion:the dimension of assurance of international airport services is the major influence which has impact on the tangibility; and the criterion of equipment and comfortable is the critical to the airport service quality. According to the empirical results, we provide the following suggestions to the airport company: To implement a risk management system for criteria safety inspection and automatic e-gate in order to ensure the airport service quality; to establish the overall logistic support management system；and to use the airport service quality evaluation model to prove service quality. Keywords: Airport Service Quality, MCDM, DEMATEL, DANP, VIKOR, aspiration level
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Liu, Chun-Liang, and 劉峻良. "Study on Service-Oriented Medical Quality Management Model." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/66482687093200230719.
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碩士國立中山大學
資訊管理學系研究所
98
After the implementation of national health insurance, the health care industry has entered into a new era. The public not only ask the hospital for medical technology and expertise, but also more focus on the quality of care. The quality of health care has become a successful key factor for hospital management. The biggest problem of quality management faced by a hospital is that no one can clearly describe the organizational structure, business process, and information system which are related with the medical quality management. Provided that no one could completely describe the quality management system, neither a tool to represent and analyze the quality management system, it is impossible to achieve a nice and sound quality management throughout the hospital. This research uses a quality management model as an example, introducing service-oriented medical quality management model (SOMQMM) to corporate restructuring and process improvements. Service-oriented management model, using the service-oriented theory and method, is able to effectively describe the organizational structure, business process, and information system all in one. ontribution of this research is through the structure-behavior coalescence (SBC) service-oriented theory and method to create a new management tool and quality management model. From this model, we can clearly describe how we can do better quality of care for the medical industry, and integrate the quality management to the organizational structure and business process. Hence, provide the dynamic quality of information system to the manager as the basis for adjustment and management.
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Trang, Vo thi Thao, and 武氏草莊. "Constructing the Quality Model for Manufacturing Service Industry." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/37558366287296683018.
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碩士國立高雄應用科技大學
精密模具與機械產研碩士外國專班
99
Nowadays, the product or service quality is very important in market economy. Because the higher product or service quality is, the more profit of the company can have. Moreover, the on-going transformation of advanced economies from manufacturing to services makes service quality played an especial role in recent economy. So, the issue “how to improve service quality” is attracted many researchers. Many previous studies have analyzed about service quality; however, most of them are focused on banking, medicine, education, online shopping etc. Meanwhile, the research focusing on manufacturing service quality seems limited. Therefore, the main objective of the study is to construct the quality model for manufacturing service industry to measure the service quality gaps and find out the most important dimensions that affected manufacturing service quality. The study utilizes the SERVQUAL model to construct the model and explores the determinants affecting the manufacturing service quality. We have constructed a survey using a structured questionnaire base on five dimensions of SERVQUAL model: tangible, reliability, responsiveness, assurance and empathy. The Delphi method is utilized to identify the basic dimensions of manufacturing service quality. After two rounds of Delphi method, we concluded that among the five selected dimensions, the tangible is the most important dimension of manufacturing service quality. We also have found out that manufacturing service quality is affected by a set of 10 determinants including: (1) the service costs/price, (2) assembly yield, (3) cycle time, (4) production capacity, (5) production flexibility, (6) process capability, (7) company image/reputation, (8) products reliability and meet the standard, (9) customer service and (10) assembly technology support. These are the most important factors that are valuable to consider in order to make high quality model and to avoid quality gaps in manufacturing service quality.
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Chang, Chia-Tzu, and 張家慈. "The Model between Service Quality and Market Share." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/7w4fr8.
Full textAbstract:
碩士淡江大學
商管學院經營管理全英語碩士學位學程
106
Nowadays, the industrial structure alters, and leads to tremendous rising of the service industry. Therefore, the enterprises are encountering obstacles such as various competitors, increasing demand of service quality, and diverse emerging of innovative products and services. To enhance the competitiveness of enterprises, comprehensive customer service management and customer relationship management are ideal measure for the business employers to fully understand what customers actually need and facilitate them to boost the market share on the perspective of service quality. First, by knowing the customer service management and quality conformance, customer behavior can be obtained. Moreover, customer switching rate can be influenced by customer behavior and thus lead to customer perception. Secondly, by using customer relationship management, customer trust can be obtained. Furthermore, perceived value can be the reflection of customer trust, and simultaneously affect purchasing intention. Finally, market share can be obtained by the results of customer perception and purchasing intention. Hence, the development of this model can be used to evaluate the relationship between service quality and market share, and thus facilitate enterprises to enhance market share.
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Li, Yen-Ping, and 李燕苹. "Exploring Service Quality Management with Chemical Trade Company. - A Study of PZB Service Quality Deficiency Model." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/ts8ct3.
Full textAbstract:
碩士崑山科技大學
企業管理研究所
102
This case study is based on one particular Taiwan Trading company. Upon expanding from micro-enterprise to macro-enterprise, this retail sales company usually faces the problems of incomplete rules and regulations, poor services flow chart which result in quality of services could not be upgraded, and no breakthrough sales volumes. This research first makes use of the work flow of this case study to draft out the service blueprint of the company, and from the service blueprint differentiates into the customers action, onstage contact actions and backstage contact actions and support processes (program or technology) four portions, and correspond with the related departments of the company of this study. Finally, after interview and inductive analysis, we will find out the gaps in the PZB service quality gaps and view completely why the cause of these gaps, using the five dimension measurements of Reliability, Responsiveness, Assurance, Empathy and Tangible, and propose how to improve the overall service quality to meet the customer’s satisfaction and create the profitability of the company of this case study – a double win-win results.
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Lin, Chia-Hong, and 林家弘. "Application of PZB Service Quality Model in Evaluating the Medical Service Quality of Nurse Practitioner Care." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/a9cj3m.
Full textAbstract:
碩士國立臺灣大學
護理學研究所
105
Background and Objective: Taiwan Nurse Practitioner Care Model (NPCM) is the nurse practitioners in collaboration with the auxiliary physician-in-charge to provide continuity and integration of the patient''s medical care. Many hospitals apply this care model to replace the shortage of resident physician. However, at present, there is no related research in Taiwan about whether the quality of medical service of the nurse practitioners meets the expectation of the patients and how the patients feel about the care model. Therefore, the purposes of this study were to: (1) explore the demographic and disease-related characteristics of patients under the NPCM, (2) investigate the patients’expectations of the quality in the NPCM, the perceptions of the actual care provided and measure the gap between patients’expectations and perceptions, and (3) identify the important factors affecting the quality of the NPCM. Methods: This study adopted a cross-sectional, descriptive correlational design with purposive sampling to collect the data from a medical center in Northern Taiwan. The PZB service quality model was used to develop the modified Service Quality (SERVQUAL) scale. The structured questionnaire included patients’ demographic and disease-related characterisitcs of patients. The survey was conducted from 1st June to 30th November 2016. Finally, 200 patients inculded in this study.The construct validity was examined by exploratory factor analysis, and the data were analyzed by descriptive analysis, independent t-test, paired t-test, one-way ANOVA, Pearson’s correlation, and generalized estimating equations(GEE). Results: The modified SERVQUAL scale had a good construct validity with 5 factors which could explain 66.76% variances. The scale had the good reliability of internal consistency with Cronbach''s Alpha value 0.969. Major patients were those with stable disease, were male (56.5%) with mean age of 57 years old. Most of them did not understand about the role and position of nurse practitioners. The results of the study showed that patients had overall high expectation (M=6.46) on the quality of medical service in the NPCM, and the average scores of the patients’perceptions (M=5.77) were above the middle level of the scale, which showed that the patients recognized the care by nurse practitioners. Comparing the five medical service quality dimensions, patients had the highest expectation of "Reliability", and the lowest perception in " Responsiveness." Differences between expectations and perceptions among the most of the dimensions were significant (p < 0.001). The largest gap between expectations and perceptions was “Reliability" (M=1.998), following by " Responsiveness "(M=0.828). The smallest gap was "Tangible" (M=0.088). The results revealed that the patients with a higher level of cognition of the role and position of nurse practitioners or admitted from the emergency department had greater gaps in quality of medical care. However, the patients felt the authenticity of the medical care performed by nurse practitioners, the gap in quality of medical care would be smaller regardless of the frequency of the nurse practitioners’ visitings. Conclusion and recommendation: There is still gap in quality of medical care perceived by the patients, especially in the dimension of reliability. Overall, the results of the study suggest the service quality dimensions of “Reliability”, “Responsiveness” and “Assurance in the nurse practitioners care model should be firstly improved by performing following suggestions: (1) Nurse practitioners should enhance the abilities in assessment and management for major diseases’ sign and symptoms, particularly in fatigue, pain, fever and comorbidities. (2) Nurse practitioners need to explain the details of the disease progression, medical procedure and precautions to the patient or his families before the examination or treatment to reduce the patient''s fear and anxiety. (3). Nurse practitioners should cultivate the patient-centered with evidence-based health care so that the patients will be more trust on nurse practitioners. Then, that will help nurse practitioners to build trust and credibility with patients and improve the continuity and integrated quality of medical care.
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Lin, Fang-Yi, and 林芳儀. "Improving Health Service Quality in Rural Areas by Quality Function Deployment Model." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/61249547780673163502.
Full textAbstract:
碩士國立澎湖科技大學
服務業經營管理研究所
97
There is no doubt we are among an era of aged society and ccompanied by higher level of education comes along higher expectations in quality standard of medical services. The Health Industry, even though traditionally leaned towards a one-way doctor-patient relationship, now inevitably faces vigorous competition. By adopting new perspectives from the service industry, health organizations have gradually developed a customer (patient)-oriented relationship when providing health services in order to promote customer satisfaction. Penghu is a rural island area and health care resources are generally poor and insufficient when compared to Taiwan mainland. The main issue that must be examined without any delays is how to reform the heath care standard of Penghu area, so the long lost trust factor of Penghu citizens can be regained. This study proposes the study subjects as patients who seek health care services at Penghu public regional hospitals. Different areas where the patients wished for more emphasis yet have been neglected and items of lower satisfaction are identified. With the application of Quality Function Deployment, QFD Model, the strategy on how to enhance rural health care service quality is formulated. Study results indicate the unsatisfactory areas where the rural island public would like more focus on are: “Not enough specialists”, “Insufficient doctors and staff”, and “Out dated medical equipment and facilities”. Analysis of QFD Model shows the top five concerns on the priority list of patients to health care services are: “Sufficient Doctors and staff”, “Adequate specialists”, “Auto-tracking system of patient recovery status”, “Modern medical equipment and facilities”, and “Waiting time”. The top five concerns on health administration are: “Sufficient Professionals”, “Customized health care services”, “Before and on-the-job educational training”, “Means to evaluate attitude of service personnel”, and “Usage of health information pamphlets”.
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Ni, Li-Yu, and 倪立渝. "Service Quality Evaluation Model of Cloud Computing Service Provider From Service Provider Point of View." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/43459033437733097870.
Full textAbstract:
碩士國立高雄應用科技大學
企業管理系
102
With the improvement and popularity of cloud computing technology, many companies fancy the cost-cutting and flexible advantages of cloud computing. They can choose the provider that they expected without considering cost. Companies use cloud computing becoming a trend. However, there don’t have complete research about the service quality evaluation of cloud computing service provider. Therefore, this study organizes the framework of important service quality factors which suit to cloud computing provider. This study collects factors from related literature review and case study to build a framework at first then gets information from experts by semi-structured interview. And, this study selects factors which are important or non-mention in the past studies for service quality of cloud computing provider by content analysis. Because the past studies about service quality of cloud computing service provider had only mentioned part of factors, so that this study builds evaluation framework for service quality of cloud computing service provider by literature review and practical experience. This study interviews practical experts to extract evaluation criterions by using content analysis. According to the result of practical literature and interview, this study organizes the criterions to design questionnaire. And this study uses fuzzy Delphi method to select principle, finding the causal relation between the principles by using interpretive structural modeling. Finally, this study uses analysis network process to build the model for service quality of cloud computing service provider. This study selects the telecommunication as a better cloud computing service industry, finding the relative importance between each factor, following the result of analysis network process to suggest cloud computing service provider which resource should invest first. Then this study uses the result of interpretive structural modeling to distribute resource and order works at each section. This study’s result can provide for other cloud computing service providers to consult.
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Chen, Xian. "A Service Quality Based Evaluation Model for SaaS Systems." Phd thesis, 2010. http://hdl.handle.net/10048/1357.
Full textAbstract:
With the emergence of a new service delivery model, Software-as-a-Service (SaaS), interest in quality management in the planning and operation of SaaS systems is increasing significantly. Most current quality management approaches for SaaS focus primarily on the perspective of service provider. They largely ignore the perspective of service customer as well as the nature of ongoing business relationship between the service provider and customer. Based on an extensive exploration of this relationship, the thesis research makes contributions in the following four areas:
1. A theory of SaaS business relationships is introduced by integrating an adapted quality paradigm with the notion of value co-creation (co-value) for the service provider and customer. In the theory, we define a specification of four quality-based service types (Ad-hoc, Defined, Managed and Strategic).
2. The theory is used as the foundation for building a model that assists service customers in SaaS evaluation in support of service planning and ongoing operations.
3. Based on the model, an evaluation tool is designed and used in a particular service area. As an example, a case study is undertaken to assist the decision making of email service adoption in the University of Alberta.
4. Two surveys are conducted to assist in the building and evolution of the evaluation model, as well as in the use of an email service evaluation tool.
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Chen, I.-Wen, and 陳義文. "Establishing the Innovative Service Quality Model for Department Stores." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/v7veb8.
Full textAbstract:
碩士國立臺北科技大學
服務與科技管理研究所
100
In recent years, each country''s service industry has shown a high proportion of growth. According to the report of Directorate General of Budget Accounting and Statistic Executive Yuan, R.O.C (DGBAS), the 2011 Gross Domestic Product (GDP) up to 13.7 trillion, of which 68.69% of the service industry contributed. From this to understand that service industry was the backbone of our economy. However, owing to the increase in standards of living, customers valued not only product quality but also service quality. The department store for the entire business activities was closest to the consumer; should strengthen their service quality to attract and retain customers. Although the department store was the first place of the General Merchandise Retail, the encroachment of convenience stores, hypermarkets as well as the rise of shopping malls, making department store’s business growth appear to slow down. Therefore, the department stores should pay attention to the extraction and innovation of service quality to enhance their competitiveness. For this reason, this study adopted RSQS (Retail Service Quality Scale) Scale to measure the dimensions of service quality, and used of Kano Model and Refined Kano Model to extract the key service quality attributes; then, applied I-S Model (Importance-Satisfaction model) to identify which quality attributes that needed to be improved. After found out the most in need of improvement attributes, this study used the established department store’s TRIZ service quality contradiction parameters, TRIZ service quality contradiction matrix and TRIZ service inventive principles of this paper to innovate which should be improved. Finally, put innovative quality attributes and I-S excellent area’s quality attributes into QFD (Quality Function Deployment), thereby establishing the department store’s Innovative Service Quality House. Through the results of the study, this study proposed the Innovative Service Quality Model as a reference to administrators of department stores to develop their service strategy; furthermore, this model not only helped to enhance business performance of department stores, but also enabled consumers to enjoy much better service quality.
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Michael, KuoHsu, and 曾國旭. "The Model Development of Service Quality and Customer Satisfaction." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/62946977273250791961.
Full textAbstract:
碩士淡江大學
管理科學學系碩士班
100
According to the service quality concept of SERVQUAL, the customer satisfaction can be extended to examine the impact of quality conformance and managerial knowledge on customer loyalty and customer satisfaction. The quality conformance can affect service delivery and customer perception, and then impact customer loyalty. In addition, the managerial knowledge can affect managerial perception of customer expectation; and customer expectation will be enhanced and then customer loyalty can be improved. Hence, the customer loyalty can be the common link between quality conformance and managerial knowledge. The customer satisfaction can then be linked with customer loyalty. The development of this model can be used for the improvement of customer satisfaction and be analyzed with respect to quality conformance and managerial knowledge.
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Huang, Ding-Jiun, and 黃鼎鈞. "Service-Quality-Oriented Process Reengineering Model for Property Management." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/76726896481948089129.
Full textAbstract:
碩士淡江大學
土木工程學系博士班
98
Due to nature of service orientation, property management companies commonly pursue high service quality. Slince the property management has heterogeneous customers and the intangible natural of services, the difficulty of service quality comtrol and management is increasing. To cope with this circumstance, the PZB service quality gap analysis model provides a feasible reference describing the dimensions of service quality and service gap structure, which would be a guideline to measure the service quality gaps in outside the company but the exact way to improve the quality defects. Accordingly,this study combines the service quality gap analysis model and the business process reengineering (BPR) philosophy to develop the service-quality-oriented process reengineering model (SPRM). This model provides property management companies to reengineer the service processes according to the analyzed service gaps so that the improvement activities of service quality can be applied to the process level. In SPRM, the service gap questionnaire is developed to analyze the locations of service gaps. According to the magnitudes of service gaps, the gray relationship analysis method is used to determine the relations between service gaps and service processes. Once the defect service process is determined, the process reengineering progress developed in this study is finally applied to redesign the process. A case study is also illustrated to show the feasibility of SPRM.
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Wang, Tien-Szu, and 王天賜. "Measuring Service Quality of ERP Vendors to Success Model." Thesis, 2003. http://ndltd.ncl.edu.tw/handle/49194796206889593606.
Full textAbstract:
碩士國立中央大學
企業管理學系碩士在職專班
91
This study is a partial test and development of updated DeLone and McLean (2003) IS success model. Measuring service quality of Enterprise Resource Planning (ERP) vendors with SERVQUAL, a theoretical instrument from marketing literature been tested and broadly applied to the success model. We argue that IS units provide service should include two parts of internal (e.g. IS department) and external (e.g. ERP vendor and consultant) service. To focus on service quality of ERP vendor provided, in this research, the empirical results show a substantial support for the updated D&M IS success model.
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Tsai, Hui-Hua, and 蔡惠華. "Evaluating service quality by a Choquet-fuzzy-integral model." Thesis, 2002. http://ndltd.ncl.edu.tw/handle/51011240970482525870.
Full textAbstract:
博士國立中山大學
企業管理學系研究所
91
Considering measurable evidence and fuzzy measures that involve linguistic terms, this thesis proposes a fuzzy-number based Choquet integral to aggregate linguistic information when information fusion between criteria is considered. The proposed fuzzy-number based Choquet integral is a generalization of a standard Choquet integral that can cope with interval-number or fuzzy-number types of measurable evidence and fuzzy measures. Furthermore, by investigating the related characteristics of the Choquet integral and the fuzzy-number based Choquet integral, the operation process of the fuzzy-number based Choquet integral is clarified in this thesis. Combining linguistic terms and the compatibility of psychology, fuzzy numbers and the fuzzy-number based Choquet integral, when information fusion between criteria is considered, are introduced into evaluating service quality and aggregating information in three-column format of SERVQUAL. Finally, a numerical example, regarding the comparison of overall service performance between e-stores, is demonstrated to illustrate how the fuzzy-number based Choquet integral and its two-stage aggregation process operate in three-column format of SERVQUAL for evaluating service quality.
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Lin, Chin-Jung, and 林進榮. "Service Quality Model of the R.O.C. Travel Assurance Association." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/12938558811906291182.
Full textAbstract:
碩士中國文化大學
觀光休閒事業管理研究所
101
ABSTRACT Few literature deals with service quality model of the R.O.C. Travel Quality Assurance Association (TQAA) from the perspective of the travel agencies. Thus, the present study was initiated to propose the influential model of service quality of TQAA. First, the main factors that influence service quality of TQAA were constructed via literature review and con-verted into multi-criteria decision making (MCDM) evaluation system. Subsequently, a survey was carried out to investigate the expert agen-cy-members of TQAA and collect their opinions which were then examined using decision making and trial evaluation laboratory (DEMATEL). The result, network relation map (NRM), shows that the quality service model of TQAA including five dimensions and 16 criteria with inter-influential relationship networked by various influential values from high to low. Therefore, the influential order of dimensions can be sequenced as “assur-ance”, “reliability”, “responsiveness”, “tangible” and “empathy”. The same rule can also be applied to the individual dimension and the influential se-quence can be ordered among the criteria as well. Overall, the research re-sult demonstrates an improvement model of service quality of TQAA and can be useful reference for the related authorities. Keywords: ROC Travel Quality Assurance Association (TQAA), service quality, De-cision Making and Trial Evaluation Laboratory (DEMATEL), Network Relation Map (NRM)
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Hsiao, Man-Wei, and 蕭蔓微. "Developing a Quality Risk Assessment Model of Airline Service." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/11248462564804353793.
Full textAbstract:
碩士東吳大學
企業管理學系
101
In recent years, the competition in the aviation market has become more and more intensive. The previous researches about the quality of airline service were focused on exploring the quality attributes or evaluation of service quality. Service quality was usually studied from the perspective of positive influence by those studies. When service quality does not meet the customer’s expectations or demands, however, it can be regarded as a kind of negative influence that represents the occurrence of service failure. This result will further reduce customer satisfaction and affect the willingness of passengers aboard. In other words, service failure may cause the “damage” of customer satisfaction and should be managed from the viewpoint of risk control. Therefore, quality risk management (QRM) was proposed by some scholars. Since the exploration in quality risk of airline service is rarely few, this study attempts to develop a quality risk assessment model for measuring the quality risk of airline service via integrating the Kano model and the failure mode and effects analysis (FMEA). We took the domestic airlines in Taiwan as an example, and collected data by the questionnaire. There are three dimensions and 15 items of airline service quality. Thus, the evaluation of quality risk can be quantified and further provide the improvement priority of service quality attributes. The results of Kano model indicate that there are two attractive qualities, eight one-dimensional qualities, two must-be qualities, and one indifferent quality. After applying our quality risk assessment model, some attributes are found to be high risky that need to be improved in priority. They are service attitudes of airline employees, ability of airline employees to handle customer complaints, comfort of seats in airplanes, in-flight meal service, and on-time flights of airlines. Finally, this study offers some managerial implications for airlines and also provides the suggestion for future research.
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Coentro, João Pimentel Peixoto. "A model of quality service management for information systems." Master's thesis, 2007. http://hdl.handle.net/10216/10975.
Full textAbstract:
Tese de mestrado. Mestrado em Engenharia Electrotécnica e de Computadores (Área de especialização Tecnologias da Informação para Gestão Empresarial). Faculdade de Engenharia. Universidade do Porto. 2007
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Liang-Hsien, Yeh, and 葉亮賢. "Building service quality evaluation model for financial holding company." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/71160926557115453550.
Full textAbstract:
碩士輔仁大學
管理學研究所
98
In this global competitive environment, providing customer satisfaction financial service will be the most important mission in every financial holding company. Therefore, building an evaluation model to measure the service quality satisfaction is important to help the financial holding company to find and improve the service defect. The purpose of this study is to build the manufacturing performance evaluation. There are three steps regarding the construction of the performance evaluation: 1.Construct the initial evaluation index. 2.Revise the evaluation index. 3.Build the evaluation model. This evaluation model is divided to five aspects: namely tangible, serviceability, professional technology, efficiency and responsiveness and differentiation. Based on these five aspects, thirteen strategies and fifty-six evaluation index were extended. In this case study, Analytic Network Process(ANP), is used to calculate the weighted value of these aspects, strategies, and evaluation indexes. To make this study with more practical value, the object of this study is the industry of local financial holding company as case study, using this model to view the performance of the evaluation index of each aspects. The results of this case study also provided several valuable suggestions to the management level for reference.
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Chen, Lu-Fang, and 陳璐芳. "Research on Building New Service Quality Decision Making Model." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/37501340205615834347.
Full textAbstract:
博士中華大學
科技管理博士學位學程
99
Traditional Gap analysis (GA) and Importance-Performance analysis (IPA) are two simple and useful techniques which can help managers identify which attributes should be improved to promote service quality. However, the basic assumptions underlying the application of GA and IPA were challenged while comparing with the Kano’s two-dimensional model. The main purpose of this research is to builid two new service quality strategy methods to revise GA and IPA. The first is to build a new gap analysis (NGA) by redefining service quality gap and building its evaluating function through Kano’s two-dimensional conception with the application of BPNN technique. The second is to build a new Importance-Performance Strategy Matrix (IPSM), which was developed by integrating the conceptions of Kano’s model, GA model and IPA model to help managers make more comprehensive decisions for improving overall customer satisfaction. Both attribute importance and performance in IPSM are re-calculated by a customer satisfaction function and the Back Propagation Neural Network (BPNN) method is to build this function to reflect the concept of Kano’s two-dimensional conception. Furthermore, this research confirms the application validity of the analytical results in using NGA and IPSM by taking domestic banking industry as an empirical case. First, the study develops a service quality questionnaire for domestic banks. The final scale includes seven dimensions, such as service environment, empathy, interaction quality, reliability, assurance, convenience and technology quality with total 47 service quality items. And then, this study tests the service quality instrument by using the case of a domestic bank in Taiwan to check the application validity of GA and IPSM. Two comparative analyses are employed on GA-NGA and four IPA-based models. Results showed that the impact of each service quality models on improving customer satisfaction can be clarified by NGA and IPSM techniques. This implicates that NGA and IPA techniques can be considered as the valuable decision-making tools for enhancing customer satisfaction more effectively.
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Lin, Vivienne Hsiaowen, and 林曉汶. "SERVICE QUALITY MODEL &; EXPECTATION ANALYSIS OF CONFERENCE INTERPRETING." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/79315488339062649325.
Full textAbstract:
碩士國立臺灣師範大學
翻譯研究所
102
Since 20th Century, the conference interpreting community has been dedicating efforts in the search of “what it takes for excellence” in the profession. Regardless of the endeavors, frustrations have been experienced by the community in the pursuit of quality. With emerging efforts dedicated to understanding users, in absence of a valid quality measurement instruments that can be applied across the board, empirical studies in the field has limited comparability. In addressing this issue, this study develops a service quality model and service quality measurement instrument to measure clients’ expectations in conference interpreting service. This model and instrument is confirmed with high validity, and can be used to learn clients’ expectations on service quality in different countries for comparison. It can also be expanded by adding/revising service dimensions or attributes for interpreting services in different settings. With this model and instrument, this study goes beyond the existing quality attributes embraced by the interpreting community which focus mainly on linguistic and interpreting skill related attributes, and introduces a new dimension of conference interpreting quality—the functional quality, then proves with findings that it is equally important as the technical quality to the clients’ perception of service quality. As the first empirical study on client expectation regarding both the functional and technical quality attributes of conference interpreting, this study finds that though a “satisfactory level” of technical quality in conference interpreting is the prerequisite to positive quality perceptions and satisfaction of clients, beyond that level, functional quality starts to play a vital role. Interpreters who wish to advance their business should acknowledge the significance of functional quality, particularly the attributes related to attitude and communication. In proving the advantages of service quality in the context of conference interpreting, this study finds that the perceived service quality of conference interpreting has a positive correlation with client satisfaction, repurchase willingness, word of mouth, and price premium. These findings signify the critical role service quality plays in clients’ decision making process and imply that, to ensure client retention and gain referrals, conference interpreters need to deliver satisfactory service quality in terms of both technical and functional quality.
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Coentro, João Pimentel Peixoto. "A model of quality service management for information systems." Dissertação, 2007. http://hdl.handle.net/10216/10975.
Full textAbstract:
Tese de mestrado. Mestrado em Engenharia Electrotécnica e de Computadores (Área de especialização Tecnologias da Informação para Gestão Empresarial). Faculdade de Engenharia. Universidade do Porto. 2007
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Yu-Shin, Hsiao, and 蕭育欣. "Integrating Kano’s model into QFD for service quality of national freeway service area." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/43699708392413455755.
Full textAbstract:
碩士國立嘉義大學
休閒事業管理研究所
94
In recent years, with the government administered the two days off policy, people have been spending more time on domestic tourism. Therefore, it is important to improve the service quality of national freeway service area. This study discussed the strategies of the service quality improvement to satisfy tourist and user demands in service area. The key point of improving service quality is to meet customer’s demands, and we get the most effective outcome by cross-departmental cooperation. Taking national freeway service area as an example, we study the service quality of the company and it shows certain gaps between expectative and actual services. Since customers are the soul of service, the research combines Kano’s model with Quality Function Deployment(QFD) to understand customer’s needs and develops better service skills. We apply QFD to determine key elements of customer satisfaction, prioritize quality techniques, and improve the service quality to overcome the perceived gap between customers and service providers. In this study, we found that service quality infects overall service satisfaction positively, and overall service satisfaction infects tourist’s loyalty positively. After executing QFD model, we learned the top five quality scopes:「Facility Maintenance Management」,「Materiel Management」,「Store,Food and Beverage Management」,「Passenger’s Moving Path Planing」,「Information Interpretative Service」.
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CHIANG, PO-WEN, and 江博文. "To Investigate Service Quality of Bookkeeping Firm by Utilizing PZB Service Quality Model: A Case Study in Yulin Area." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/26npwp.
Full textAbstract:
碩士國立雲林科技大學
工業工程與管理系
105
The poor management enterprise and reduce new companies as because recession, resulting in fierce competition in the industry between the accounting. How to provide high-quality services, establish good interaction with customers, increase customer satisfaction and loyalty, maintain long-term business relationships are must important in the industry of certified public bookkeepers. This study is aimed at the customers of the accounting firm in Yunlin area, collects the customer's expectations and feelings about the service quality, to analyze the competitiveness of the accounting firm. Keywords: Accounting firm Bookkeeper, Service quality, Competitiveness.
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Yang, Wan-jing, and 楊菀菁. "On the Quality and Citizen’s Satisfaction with Kaohsiung City Mayer’s Electronic Mailbox Service via the e-Service Quality Model." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/20332248829481734289.
Full textAbstract:
碩士國立中山大學
公共事務管理研究所
92
With the rise of Internet, “Electronic Mailbox” becomes the most immediate communication channel between government and citizens beyond limit of time and distance. Apparently, Electronic Mailbox appears as one of the two-way interactive e-government services; moreover, it is commonly available on all country government web sites and offers two-way communication service channel. Citizens are able to express their opinions, doubts, and complaints regarding policies, laws, and regulations via such electronic approach, and can look forward to receiving prompt responses or results. On the other hand, through civic participation, government enables to gather public opinions and then, to transform them into knowledge resources to policy and strategy decision-making. Therefore, the service quality of Electronic Mailbox not only becomes the manifest index of e-government service, but also influences citizen’s satisfaction with government services. According to what Zeithaml et al. (2002) proposed as “e-SQ model,” we set up the "e-SQ model” of Kaohsiung City Mayer’s Electronic Mailbox, and bring up six dimensions as “efficiency,” “reliability,” “fulfillment,” “privacy,” “responsiveness,” and “empathy” to prove the proposition that “Information Gap,” “Design Gap” and “Fulfillment Gap” do exist during the process of e-service quality delivery, especially among the manager, designer and the citizen. Through the method of interview and e-questionnaire, we confirm these propositions. The result shows that among these expectations of services, citizens would like to emphasize on “operation instructions” most, subsequently “ease of use,” and then “politeness of responsiveness and offering interactive service.” After experiencing the services of Electronic Mailbox, citizens satisfy with “operation instructions and submitting on line” the most, but almost displease with “the accuracy of commitment” and “degree of solving the problem,” which means the government has to understand the needs and troubles of the citizens, and then figure out some practical way to solve their problems. At last, according to these factors, this thesis proposes certain suggestions from the viewpoints of “system,” “the government staff,” and “the needs of citizens” in order to bridge the gap between the manager, designer, and citizen. Moreover, this thesis hopes to benefit the exercise and service quality of Electronic Mailbox and citizen’s satisfaction.
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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, Hung-Yueh, and 黃鴻越. "Assessment Model of Service Quality for Bus Rapid Transit Systems." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/75273493044782629490.
Full textAbstract:
碩士國立臺灣大學
土木工程學研究所
102
Bus Rapid Transit System was first implemented in South America and its successful experience had been learned by cities around the world. The BRT systems have been tremendously grown in the last decade. From 1992 to 2001, only 23 cities had implemented new BRT systems or busways while 123 cities have implemented BRT systems since 2002. Today, more than 168 cities around the world have implemented 4,400 kilometers of BRT which carry over 30 million daily passenger trips. However, there were few researches on the evaluation of service quality for BRT systems. This paper aims to develop a method for accessing the service quality of BRT system. First, delay has been selected as the SQ indicator based on review of previous researches. Then, the data and influences of important factors on delay are generated by the simulation of Taichung BRT system. Regression analysis is then applied to develop the mathematical model and identify the relationship of delay and other important factors. Last, the study proposes the classification model for SQ accordingly. It is expected that the results of this paper could help of conducting SQ assessment and formulating improvement strategies for the existing BRT systems as well as conducting planning and design of new BRT systems.
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張威國. "A Model to Maximize Hospital Service Quality Under Budget Constraint." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/09482407655627564287.
Full textAbstract:
博士中華大學
科技管理學系
94
The development of education and economy in Taiwan has made people become more aware of medical knowledge, which in turn leads to their higher expectations of medical quality. Under such a circumstance, the customer’s (patients’) satisfaction level becomes an important indicator to evaluate the service quality of a hospital and a main factor for whether or not the patients will visit the hospital. To strengthen the competitiveness of the hospitals, in addition to making efforts to improve both of the service and medical quality, the top priority of the hospital management is to build a comprehensive model to measure the service quality. PZB and Kano models are commonly used to measure service quality. These two models, by using questionnaires and statistical analysis, can help clarify the customer’s demands and therefore provide the hospital managers a way to measure and improve the service quality. Given the fact that there are few mathematical models for service quality evaluation, this study aims to develop a new research dimension in applying Kano graphical model; that is the Kano model will be modified and enforced to become a mathematical and scientific model. In the current medical environment, the implementation of global budget and the criteria set by hospital accreditation program have forced the hospital managers to tightly control cost and fiercely improve quality. Thus, the top concern for the hospital managers is how to maximize service quality under a limited budget. This study uses the mathematical Kano model to develop a model that can maximize the service quality under a limited budget. In this study, the curves representing the Must-Be element, One-Dimensional element and Additional element are fist transformed into formula and then derive iii a mathematical model which can measure the levels of customer’s satisfaction. In the end, a model to maximize service quality under limited budget is established on the basis of the mathematical formula derived. To verify the validity and reliability of the model, an example is adopted and solved using LINGO to assess its effectiveness. The result of the case study shows that the maximum service quality can be achieved when all budgets are used only to improve Additional element.
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詹雅慧. "A research of developing resource distribution model for service quality." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/88905687662891889085.
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