Дисертації з теми "Technical Service Quality"
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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.
Анотація:
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.
2
Serhanoglu, Suleyman, and Caroline Bozkurt. "Branding Technical Services : a case study on SWECO's brand." Thesis, Södertörn University College, School of Business Studies, 2007. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-969.
Анотація:
Den ekonomiska strukturen har under de sista decennierna genomgått en stor förändring. Service sektorn har vuxit till att bli en drivande kraft i de utvecklade länderna. Därför är konceptet med tjänstemarknadsföring relativt nytt. Fastän fler och fler tjänsteföretag är numera medvetna om hur viktigt det är att marknadsföra sitt företag och dess varumärke, finns det fortfarande många tekniska tjänsteföretag som inte har tillämpat konceptet. Det svenska konsultföretaget SWECO, som kommer att användas som fallstudie i uppsatsen, är en av dem.
Syftet med denna uppsats är att undersöka hur viktigt det är för tekniska tjänsteföretag att marknadsföra sitt varumärke och hur de kan förbättra sin image samt sitt varumärke.
Undersökningen har tillämpats med hjälp av elektroniska enkäter. Som ytterligare förstärkning, har tre teorier använts som analysverktyg.
Studien visar att SWECO är ett relativt okänt företag. Trots att företaget agerar på ett internationellt plan, så har det inte utvecklat en marknadsföringsstrategi. De slutsatser som kunde dras demonstrerar att ett starkt varumärke för tekniska tjänsteföretag är väldigt viktigt eftersom de 7 p:na för tjänster anses vara otillräckliga som marknadsföringsmedel. Den högt upplevda kvaliteten av företagets tjänster samt deras finansiella styrka ger företaget goda förutsättningar för att marknadsföra sitt varumärke internationellt.
The economical structure has faced a great change during the last decades; the service industry has grown into a dominant force in the developed countries. Therefore, the concept of services marketing is relatively new. Although more and more service companies are realizing the importance of marketing and branding, there are still technical service companies that has not adapted the concept. The consultancy firm SWECO, which will serve as a case study, is one of them.
The purpose with this essay is to examine the importance of branding for technical service firms and how they do to improve their image and brand. The research issue has been studied with the assistance of electronic surveys. As further assistance, three theoretical models has been used as instruments for the analysis.
The study shows that SWECO is a relatively unknown company. Although the company is operating in an international arena, it has not developed a marketing strategy. The conclusions attained demonstrate the importance of creating strong brands for technical service companies since the 7 P’s of services are insufficient as marketing tools. The highly perceived quality of the company’s services and their financial strength give the company good prerequisites for marketing their brand internationally.
3
Perneryd, Niklas, and Törnby Alexander. "Service Quality - Undersökning av konsumenters uppfattning av kvalitet i ett tjänsteföretags produkter : Kandidatuppsats på uppdrag av företaget Vindsurfing.se." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-151471.
Анотація:
Bakgrund och problematisering: Tjänsteföretag på konkurrensutsatta marknader motiveras att anpassa sina produkter utifrån kundernas efterfrågan där utvärdering och förbättring av en tjänsts kvalitet är ett tillvägagångsätt. Fallföretaget Vindsurfing.se studeras med en problembakgrund baserad på hur företag kan utvärdera kvalitet i sina tjänster och vilka positiva och negativa faktorer i produktionen av tjänsterna som går att identifiera utifrån kundernas uppfattningar. Syfte: Syftet med uppsatsen är att undersöka den av konsumenterna upplevda kvaliteten på de nybörjarkurser som företaget Vindsurfing.se erbjuder. Detta för att identifiera olika faktorer med påverkan på kvaliteten som kan ligga till grund för utredning av hur verksamheten kan utvecklas i framtiden. Teori och modell: Litteraturgenomgång med utgångspunkt i begreppet service quality, dess definition, tillämpningar och mätinstrument. Nyckelmodeller är bl.a. Grönroos (1984) ”Service-Quality Model” och Parasuraman et al., (1985) ”Service-Gap-model”. Genomgången leder till en egen modell föreställande studiens teoretiska ramverk anpassad för fallföretaget. Metod: Elektronisk enkätundersökning av fallföretagets befintliga kunder. Enkätundersökningen är kopplad till ett antal hypoteser formulerade med stöd av litteraturgenomgången. Frågor ställdes om kursupplevelsen och i vilken grad förväntningar motsvarats eller ej. Enkätsvaren ligger senare till grund för en analytisk hypotesprövning som därefter diskuteras genom att ställa resultaten i förhållande till teorin. Resultat och slutsatser: Resultaten presenterar upptäckter om hur olika faktorer med påverkan på tjänsternas kvalitet visat sig bidra på olika sätt till det totala omdömet av kvaliteten. Analys av externa faktorer och demografiska uppgifter från enkätrespondenter leder till slutsatser av dess påverkan. Slutsatserna från undersökningen bidrar till en möjlighet till utvärdering av framtida verksamhets-utformning för fallföretaget och en generaliserande slutdiskussion diskuterar det vetenskapliga bidraget av
4
Kim, Minjung. "Quality of service support for progressive video transmission over Internet." Diss., Available online, Georgia Institute of Technology, 2004:, 2003. http://etd.gatech.edu/theses/available/etd-04082004-180252/unrestricted/kim%5Fminjung%5F200312%5Fphd.pdf.
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Hultman, Anna, and Mikaela Zarki. "Do you mind talking to a chatbot? : A quantitative study about how chatbots affect the digital customer experience within Swedish banks." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-104863.
Анотація:
This bachelor's degree thesis aims to increase the understanding of how chatbots affect the digital customer experience within Swedish banks. Furthermore, this study examines how bank chatbot's technical quality affects the digital customer experience. In this thesis, the authors have chosen to use a deductive approach and a quantitative research strategy. Moreover, the authors used the Statistical Package for Social Sciences (SPSS) program to process the collected quantitative data from the questionnaires. The thesis empirical findings were analyzed and discussed in correlation to previous research to strengthen the research results. The thesis empirical findings demonstrate that 42.9% of the respondents agreed with the statement; My bank's chatbot technology quality improved my customer satisfaction. Moreover, the correlation analysis showed that customer satisfaction and customer satisfaction linked to technical quality had a strong positive correlation between the concepts. Swedish banks could use the information to develop further their chatbots' technical quality, which would reduce customer service costs and influence how customers visit the bank. The thesis research results can also be applied and used by other industries that want to improve or implement chatbots in their digital business.
6
Willerton, David Russell. "Toward a Rhetoric of Marketing for High-Tech Services." Thesis, University of North Texas, 1999. https://digital.library.unt.edu/ark:/67531/metadc2432/.
Анотація:
The market for high-tech services is expanding, and writers will have to create more documents to market these services. Researchers note marked differences between traditional goods marketing and services marketing. A rhetorical framework for high-tech services marketing will give writers a tool for creating effective marketing messages. This study examines the five canons of rhetoric in their classical context, and then examines how the first professional teachers, the Sophists, used rhetoric to promote their services. The canons of rhetoric are then analyzed to show their modern significance. This study also considers visual rhetoric and how writers can use it effectively. This study shows that companies should promote service quality and strong service relationships through the rhetorical element of ethos. This study examines services marketing samples through a visual and verbal rhetorical framework, providing rhetorical insights that writers can use in their work.
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GÓES, Miguel Borba de Barros. "Qualidade de vida no trabalho e comprometimento organizacional no serviço público: Um estudo com os servidores técnico-administrativos do centro acadêmico do agreste da UFPE." Universidade Federal de Pernambuco, 2016. https://repositorio.ufpe.br/handle/123456789/18437.
Анотація:
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Qualidade de vida no trabalho e comprometimento organizacional no serviço público.pdf: 1986643 bytes, checksum: 107a3c0a621b3d1fee3edd792652601a (MD5)Made available in DSpace on 2017-03-27T18:36:49Z (GMT). No. of bitstreams: 2 license_rdf: 1232 bytes, checksum: 66e71c371cc565284e70f40736c94386 (MD5) Qualidade de vida no trabalho e comprometimento organizacional no serviço público.pdf: 1986643 bytes, checksum: 107a3c0a621b3d1fee3edd792652601a (MD5) Previous issue date: 2016-07-07
Um dos maiores desafios para o serviço público na atualidade é alinhar a inovação necessária ao crescimento e a manutenção das instituições, de forma legal e impessoal, às necessidades de uma sociedade cada vez mais exigente. Nesse âmbito, é indispensável considerar a figura do servidor público como ferramenta fundamental na construção de um corpo social participativo, democrático e centrado no bem comum. Dada a importância do agente público nesse processo construtivo, o propósito deste estudo foi caracterizar a qualidade de vida no trabalho (QVT) e o comprometimento organizacional, bem como sua associação na vivência dos servidores técnico-administrativos do Centro Acadêmico do Agreste da Universidade Federal de Pernambuco. Para isso, o modelo proposto por Walton (1973) foi escolhido com a finalidade de direcionar a caracterização da QVT e o modelo elaborado por Meyer e Allen (1991), para caracterizar o comprometimento organizacional. A abordagem metodológica utilizada baseou-se em um estudo de caso, de natureza quantitativa, em que 80 servidores expressaram a sua satisfação em um questionário composto por 42 variáveis. Utilizando-se da estatística descritiva, esta pesquisa apontou elevados índices de satisfação relacionados às variáveis de QVT que integram o fator constitucionalismo na organização, refletindo o respeito e o atendimento por parte da instituição às regras e aos direitos dos trabalhadores. Já no fator relevância social do trabalho na vida, destacaram-se positivamente o orgulho e a identificação do servidor com a instituição, além da imagem organizacional perante a sociedade. Sobressaem-se ainda, nos demais fatores, as variáveis que abordam a importância da função desenvolvida pelo servidor na instituição, o bom relacionamento entre os pares e a estabilidade no emprego. No que se refere à caracterização do comprometimento organizacional dos pesquisados, foi enfatizado no componente afetivo o vínculo, a integração e o significado da organização para o servidor e, no componente instrumental, a possível desestruturação da sua vida, caso deixasse a organização. De acordo com os resultados obtidos através da análise fatorial, verificou-se como resposta para o terceiro objetivo desta pesquisa a possível associação dos indicadores de QVT, que respondem pelo orgulho e a identificação do servidor com a instituição, aos indicadores do comprometimento afetivo que tratam da vinculação emocional, significado pessoal do trabalho na vida do servidor e dedicação da sua carreira à instituição.
One of the biggest challenges for public service today is to align the innovation necessary for growth and maintenance of institutions, legally and impersonally, with the needs of an increasingly demanding society. Therefore, it is essential to consider the figure of the civil servant as a fundamental tool in building a democratic and participatory social body, focused on the common good. Given the importance of public official in this constructive process, the purpose of this study was to characterize the quality of working life (QWL) and organizational commitment as well as its membership in the experience of the technical and administrative staff of the Academic Center of Federal University of Pernambuco, Agreste campus. For this, the model proposed by Walton (1973) was chosen in order to direct the characterization of QLW and the model developed by Meyer and Allen (1991) to characterize the organizational commitment. The methodological approach was based on a quantitative case study, in which 80 servers expressed their satisfaction in a questionnaire consisting of 42 variables. Using descriptive statistics, this survey showed high satisfaction levels related to QWL variables that make the constitutionalism factor in the organization, reflecting the respect and care by the institution about the workers’ rules and rights. In the social relevance of labor in life, they stood out positively pride and server identification with the institution, in addition to the organizational image to society. You stand still, in other factors, the variables that address the important function carried out by the server at the institution, the good relationship between the couple and job stability. With regard to the characterization of the respondents’ organizational commitment, it was emphasized the affective component bonding, integration and the meaning of the organization to the server and, considering the instrumental aspect, the possible disruption of their life in the case of leaving the organization. According to the results obtained by the analysis, it was found in response to the third objective of this research the possible association of QWL indicators, which account for pride and server identification with the institution, to the affective commitment indicators dealing with emotional attachment, personal meaning of work in the server life and dedication of their career to the institution.
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Ibrahim, Rikard, and Christian Kackarovski. "Online banking - det framtida bankkonceptet : En kvantitativ studie om kundlojalitet och dess bakomliggande faktorer." Thesis, Högskolan Kristianstad, Sektionen för hälsa och samhälle, 2017. http://urn.kb.se/resolve?urn=urn:nbn:se:hkr:diva-16900.
Анотація:
Online banking är den mest framträdande faktorn till följd av digitaliseringen inom den finansiella världen. Det nya bankkonceptet har gett upphov till nya hot och utvecklingsmöjligheter bankerna har tvingats att anpassa sig till. Den största förändringen är att online banking erbjuder banktjänster som kan utföras oberoende av tid och plats vilket lett till att bankkontor avvecklats och den minskade fysiska kontakten mellan bank och kund blir uppenbar. En stor utmaning blir att skapa kundlojalitet, eftersom den personliga interaktionen via fysisk närvaro tidigare setts som en grundpelare för att knyta åt sig kunder. Tidigare forskning menar nu att servicekvalitet via onlinemöten, företagsimage samt teknikmognaden påverkan faktorn förtroende, som beskrivs som avgörande för kundlojalitet inom online banking. Studien har vidareutvecklat kunskapen inom forskningsområdet som har varit baserade på hypotetiska antaganden om vad som skapar kundlojalitet inom online banking. Urvalet för denna studie är unik då respondenterna har suttit på faktisk data baserad på upplevd erfarenhet gällande användningen av avancerade tjänster inom online banking. Studiens syfte är att skapa förståelse för hur kundlojalitet skapas inom online banking. Studiens har tillämpat en positivistisk forskningsfilosofi och deduktiv forskningsansats, där en kvantitativ datainsamlingsmetod i form av en internetenkät användes. Resultaten i studien baseras på 71 respondenter. Studiens resultat påvisar att faktorn förtroende inte är fullkomligt avgörande för skapandet av en lojal kund. Den påvisas uppfylla kravet för en medierad, men inte en perfekt sådan då faktorerna teknikmognad samt företagsimage påvisades ha ett signifikant samband med kundlojaliteten.Online banking is an emerging factor due to the digitalization within the financial world. The banking concept causes threats and development opportunities which banks are facing. An attribute that online banking offers is banking services regardless of time and location. It makes the number of bank branches decrease as the physical customer meetings diminish. A challenge is to create customer loyalty as the diminishing personal interaction was a great resource to create boundaries with customers. Previous research states service quality, corporate image and technical maturity influence the trust, which is described as lethal in creating customer loyalty within the online banking concept. This study has developed knowledge within the field of sience that has been based on hypothetical assumptions regarding the creation of customer loyalty. The study is based on a unique sample since the respondents have an actual perceived experience regarding the use of advanced online banking services. The purpose of this study is to create an understanding of how customer loyalty is created in an online banking business. The study has implemented a positivistic research philosophy and a deductive research approach in which a quantitative data gathering method through questionnaires online was used. The results in the study are based on 71 respondents. The results of the study show that the trust was not perfectly lethal in creating customer loyalty. It fulfilled its role as a mediating variable, but not perfectly as corporate image and technical maturity also had a significant influence on customer loyalty.
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Cook, Randal James. "ENVIRONMENTAL INTERNSHIP-ENVIRONMENTAL QUALITY MANAGEMENT, INC. TECHNICAL SERVICES DIVISION." Miami University / OhioLINK, 2004. http://rave.ohiolink.edu/etdc/view?acc_num=miami1094138195.
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Inácio, Ana Catarina Menezes Feteira. "Eficiência Técnica e Qualidade de Serviço na Distribuição de Electricidade em Portugal." Master's thesis, Instituto Superior de Economia e Gestão, 2008. http://hdl.handle.net/10400.5/4189.
Анотація:
Mestrado em EconomiaAs empresas que actuam em regime de monopólio natural, como é o caso das utilities do sector energético, estão sujeitas a regulação. A regulação por incentivos, como é o caso da regulação por price-cap, tem sido largamente aplicada à distribuição de energia eléctrica em Portugal e na Europa. Este tipo de regulação cria incentivos à redução de custos por parte das empresas reguladas, o que pode por em risco a qualidade de serviço. Assim sendo, é fundamental haver legislação complementar que fixe padrões mínimos de qualidade. A continuidade de serviço é um dos aspectos mais importantes da qualidade de serviço no sector eléctrico, sendo o Tempo de Interrupção Equivalente em Potência Instalada para a rede MT (TlEPI MT) um dos indicadores mais importantes. Na presente dissertação, apresenta-se uma proposta de regulação por comparação de desempenho (Yardstik competition) para definir objectivos para o Tl EPI MT. Para tal, recorre-se à análise dos 278 municípios de Portugal Continental, sendo o modelo proposto definido em 4 etapas — primeiro as variáveis são seleccionadas com o auxílio da teoria económica e da Análise em Componentes Principais (ACP); posteriormente é utilizado o algoritmo k-means para a determinação de 4 conjuntos de municípios semelhantes, seguindo-se a análise de desempenho através dos métodos DEA e SFA dentro de cada cluster. Finalmente são estimados os objectivos de cada município relativamente aos valores médios de cada cluster, ou seja, relativamente à empresa sombra.
Natural monopolies, such as utilities from the energy sector, are regulated companies. In Portugal and in the rest of Europe, electricity distribution activity has been subject to price-cap regulation, a particular case of incentive regulation. This kind of regulation could create incentives to reduce costs and jeopardize the quality of service. Hence, regulation of quality of service is very important. Continuity of service is the most important aspect in quality of supply, and the number of minutes of lost load is one of the most important indicator. The aim of this dissertation is the application of the principles of the yardstick competition to set targets to the quality of service for the 278 municipalities of the Portuguese Mainland. The approach was based in four steps — following a process variables selection according to economic theory and the Principal Components Analysis, four similar clusters are identified with k-means; then, performance analysis within clusters were carried out through the DEA and SFA methodologies. Finally, individual targets were identified to each municipality, given by the comparison with the shadow company, defined by the mean of each cluster.
11
Adams, Barry D. "Integrating the Department of Defense military services' technology development programs to improve time, cost, and technical quality parameters." Thesis, Monterey, Calif. : Naval Postgraduate School, 2007. http://bosun.nps.edu/uhtbin/hyperion.exe/07Mar%5FAdams.pdf.
Анотація:
Thesis (M.S. in Systems Engineering)--Naval Postgraduate School, March 2007.Thesis Advisor(s): Thomas D. Fiorino, Tom Huynh. "March 2007." Includes bibliographical references (p. 87-90). Also available in print.
12
Yu, Brenda Wai Fong. "Using SERVQUAL to Measure Users' Satisfaction of Computer Support in Higher Educational Environments." Thesis, University of North Texas, 2008. https://digital.library.unt.edu/ark:/67531/metadc9005/.
Анотація:
The purpose of this research was to measure users' satisfaction with computer support in the higher education environment. The data for this study were gathered over a 5-week period using an online survey. Subjects (N=180) were members of a college at a major Texas university, which included both faculty and staff. SERVQUAL was the instrument used in this study. Two-ways statistical ANOVA analyses were conducted and revealed three statistically significant differences for Gender, Classification, and Comfort Level.
13
Skukauskaitė, Neringa. "Gamintojo ir paslaugų teikėjo atleidimo nuo atsakomybės už žalą, padarytą dėl nekokybiškų produktų ar paslaugų, pagrindai." Master's thesis, Lithuanian Academic Libraries Network (LABT), 2006. http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2006~D_20060509_114128-95940.
Анотація:
This work analyses producer‘s and service supplier‘s grounds of exoneration from liability for damage, caused by defective products and services. Author presents the conception of producer‘s and service supplier‘s exonerating grounds and designates their place in Lithuanian civil liability system. Thurthermore, work presents an explanation of relationship between circumstances exonerating from liability those of defective product producer and defective service supplier, also their relationship with other circumstances exonerating from civil liabity.
14
Tunková, Martina. "Městské lázně." Master's thesis, Vysoké učení technické v Brně. Fakulta architektury, 2010. http://www.nusl.cz/ntk/nusl-215713.
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Chen, Chien-Hung, and 陳建宏. "Developing a Causal Model of Service Quality Affecting Students’ Loyalty in Technical Colleges." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/92745692252641058629.
Анотація:
博士國立臺灣師範大學
工業教育學系
95
The purpose of this study was to develop a causal model of service quality affecting student’s loyalty in technical colleges. The quantitative questionnaire was developed based on the result of the pilot study using open-ended questionnaire survey. The sample of quantitative questionnaire survey included 1,065 students from 30 four-year technical colleges. Structural equation modeling was employed for model testing by using LISREL statistics software. Results indicated adequate fit of the proposed model. The following results were found: 1. The main affecting path between service quality and customer loyalty was from “service quality” to “customer value” to “customer mood” to “customer satisfaction” to “organizational identification” to “customer loyalty”. 2. The direct effect, indirect effect and total effect of service quality on customer satisfaction were .32, .37 and .69. The direct effect, indirect effect and total effect of customer satisfaction on customer loyalty were .30, .56 and .86. The direct effect of service quality on customer loyalty was not significant, and the indirect effect was .59. 3. The students hold negative attitudes about service quality, customer value and customer satisfaction. And they hold positive attitudes about customer mood, organizational identification and customer loyalty. 4. Among the socio-demographic variables, school variable and involvement in student clubs had the highest strength of association with service quality, customer value, customer mood, customer satisfaction, organizational identification and customer loyalty. 5. The group of high or low confirmation level of service quality, the experience about involvement in student clubs and school variable had moderator effects on some paths in the model. Based on the study findings, the conclusions and suggestions for improving the service quality of technical colleges were proposed.
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Tang, Shu-chuan, and 湯速專. "A Study on Perceptions of Clinical Teachers at Technical Colleges toward Administrative Service Quality." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/26206202035016725659.
Анотація:
碩士美和技術學院
經營管理研究所
98
The purpose of this study was to understand the clinical teachers’ degrees of satisfaction with administrative service quality of the Nursing Departments at technical colleges. Based on the P.Z.B. Gap Model, the study measured the administrative service quality of the Nursing departments in order to understand the current situations of administrative service quality at technical colleges, and to analyze the variations of administrative service quality perceived by clinical colleges with different backgrounds. In addition to literature review, this study employed interviews and questionnaires on administrative service quality. Totally 340 questionnaires were distributed, and 294 of them were returned, with 86.47% of response rate. Among the collected questionnaires, 263 questionnaires were valid, and the availability rate was 77.35%. The collected data were further analyzed by SPSS "12.0 for Windows for descriptive statistics, t-test, ANOVA. According to the SPSS analysis results, the findings of this study were described as follows. 1. The results of all questionnaire items indicate the clinical teachers’ “high” levels of satisfactions with their expectations of administrative service quality. The finding implies that the clinical teachers of technical colleges considered all questionnaire items very important. 2. The results of clinical teachers’ true feelings of administrative service quality also show “above medium” levels of satisfactions. Among the five aspects of administrative service quality, the “Tangibility” gained the highest satisfaction level, while the “Responsiveness” had the lowest. 3. Both the expectations and true feelings of administrative service quality gained the “above medium” levels of satisfactions. The results indicate that the administrative staff of the Nursing Departments tried very hard to provide teachers with services. 4. From the aspect of expectations, part-time teachers had higher expectations of administrative services. The finding implies that part-time teachers expected more services and help from schools. 5. From the perspectives of true feelings, the satisfaction levels of “Tangibility” by full-time teachers were significantly different from those by part-time teachers.
17
Chun-NingHu and 胡竣甯. "Key Internal Service Quality Factors for Retaing Dispatch Workers：A Case of Taiwan Technical Manufacturing." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/47214515239589888594.
Анотація:
碩士國立成功大學
企業管理學系專班
101
The low intention to stay of outsourced employees in Taiwanese manufacturing sectors within technology industry has long been a perplexing problem for the industry. In view of this condition, how to effectively improve outsourced employees’ intention to stay has turned out to be a thorny subject for Taiwanese manufacturing sectors within technology industry. This research offers a glimpse into internal service quality.Outsourced employees in Taiwanese manufacturing sectors as the research object.Probe into the influence of outsourced employees’ intention to stay by the personality traits and job characteristics and the internal service quality. This research further conducts empirical research through questionnaire survey. The results of descriptive statistics analysis gain insights into characteristics of dispatched jobs for Taiwanese manufacturing sectors within technology industry, i.e. low autonomy, a commonly seen condition of heavy workload, and large variation, and there is a close link between these characteristics and the job.In terms of internal communication and coordination, most of outsourced employees are unable to put forth effective solutions when encountering problems at work and the evaluation, system of being transferred to official employment, and professional training fall short. Pearson’s analysis and regression analysis have led to the conclusions of this research given below: 1. Personality traits, job characteristics, internal service quality and intention to stay are correlated. 2. Job characteristics have significant influence on outsourced employees’ intention to stay, among which skill variation, job autonomy and job feedback have significant influence on intention to stay. 3. Internal service quality has significant influence on outsourced employees’ intention to stay, among which equipment and training, procedure and evaluation, and communication and coordination have significant influence on intention to stay.
18
Chuang, Wei-Hsin, and 莊維欣. "The role of technical and functional service quality on customer loyalty-A case of Insurance Company." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/01781671784647283499.
Анотація:
碩士淡江大學
國際貿易學系國際企業學碩士班
95
In the past, numerous business paid attention to their superiority of price. However, it changed to focus on the topic of service quality in service industries. With competitive surrounding, it is not apparent of products segmentation. When choosing products, customers take notice of service quality. Recently, enterprises realize that customers are the most essential resource of business core. Furthermore, they wonder whether clients satisfy their products or service. Hence, managers have to try their best to raise customer loyalty and seek for factors which affect loyalty. Presently, it is the main approach for Insurance Companies to hire advisers selling their products. Insurance Companies devote themselves to improve service quality. It is helpful to raise customer loyalty. This research concentrates the relationship between service quality and customer loyalty on Insurance companies. Besides, we synthesize the view of previous literature to investigate the contribution of technical and functional service to customer loyalty. Moreover, we wonder if switching cost, customer’s expertise and price sensitivity moderate the relative strength of the relationships between technical and functional service quality and customers'' loyalty. Consequently, we select clients who have experience of purchasing polices of life insurance. The main findings are as follows: 1. Service quality is positively related to customer loyalty. When customers evaluate effects of life insurance affect their behavior, they place importance on output and process of service. Besides, customers prefer the process to the output. 2. Because of switching costs, customers improve service quality by examining technical service. 3. Customers pay much attention to functional service of Insurance Company due to high customer’s expertise. Accordingly, the importance of technical service reduces correspondingly. Finally, we provide empirical evidence that strategic intelligence on Insurance companies. With these finding and limitations, it allows future research to enhance our understanding of these results.
19
HUANG, SHU HUI, and 黃淑惠. "The Study of Consumer to the Service Quality and Technical Aspects of the Single Optical Store." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/ng7h42.
Анотація:
碩士育達科技大學
行銷與流通管理所
105
In recent years, Taiwan's glasses market has undergone great changes, in addition to ophthalmic hospitals, ophthalmic clinics, are staged glasses fitting and sales, foreign large-scale optical chain stores also selected in the department store for the business.Low-cost promotional war, a serious squeeze Taiwan's optical industry single store living space.How can a single store stand out in this competitive environment, in addition to the price, whether it should pay more attention to the quality of service and optometry professional and technical. The aim of this study is to explore the importance and satisfaction of consumers' service quality and technical aspects for single-storey glasses, and to use Miaoli County, the first branch of a single consumer glasses as a test object, a total of 170 questionnaires, Recycling 170 copies, a total of 152 valid questionnaires. This study uses the importance degree - satisfaction model to analyze and summarize the projects to be improved in the region, for the study of the operator as a reference to improve the operation.The results and recommendations of this study are as follows: It is recommended that the operators of this study object to complete the consumer glasses, the consumer's glasses to complete the record, you can take the initiative to provide this information to consumers.It is also advisable for operators to give more concessions or take the initiative to provide long-term special offers for consumers.
20
Wu, Kuang-Sheng, and 吳光昇. "The Effects of Service Quality and Technical Ability on Repurchase Intention – The Case of Virtual Private Network." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/ep8gbr.
Анотація:
碩士國立中興大學
國家政策與公共事務研究所
99
Abstract This study aimed to explore the T carrier service quality and technical ability to repurchase intention will be the impact, and analysis of its repurchase intention of service quality and repurchase intention of technical ability will be predict the degree of relevance. In this study, the T carrier using a virtual private network, enterprise customers, a total of 249 companies (including pre-test questionnaire 32 enterprises), using survey methods and descriptive statistics, independent samples T-test, single-factor variance analysis, synchronization regression and stepwise regression statistical analysis of future conduct, results showed as follows: 1. The current use of virtual private network operators T''s corporate customers mainly in the number of no more than 300 employees based company established in 12 years, other manufacturing industries, wholesale trade, information industry-based, virtual private network Road service time in 10 years based. 2. The mother in the service quality, technical ability and repurchase intention to the current status of both "normal" to "satisfactory", between shows there is room for improvement. 3. Number of employees, industry sector, established with the use of virtual private network service will affect the customers of T carrier service quality and technical capabilities of the cognitive differences. 4. T carrier service quality and technical capabilities relevant and presented below the significantly low, only "Tangibles" and "Cutting edge capabilities" of significant differences in low and negative correlation. 5. T carrier service quality rendered to the repurchase intention will moderate significantly related technical ability to repurchase intention will show moderate significant correlation. 6. T carrier service quality and technical ability to repurchase intention will have a significant positive effect, which explains the power of the highest dimensions of "Tangibles".
21
kuang, Chen yuang, and 陳永光. "The Investigation of Relationship between Technical Service Quality & Customers’ Satisfaction of Technical Servicing Field Using PZB Model－ A Case Study of Hi-Tech Manufacturing Companies." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/78653804658916654068.
Анотація:
碩士大葉大學
工業工程與科技管理學系碩士在職專班
97
As the competition began to intensify in the economy of our country, the technology became increasingly more complex and intricate. In this competitive market, the ability to deliver a high service quality became important and necessary. Therefore, it is crucial for companies to maintain and continuous to improve service quality and therefore increase customer satisfaction. This study aims to provide the analysis necessary for the managers and various personnel of the quality assurance department with the strategy to increase quality. This study uses Parasuraman ‘s multi-item scale model called SERVQUAL which measures six different aspects of service quality in relation to customer satisfaction.This study collected 122 surveys from engineers in the high tech industry as samples for analysis. The study showed a remarkable difference in the customers’ expectation of the service quality and the actual service quality performed. The service quality experienced by customers is on average below their expectation. When using the PZB model of analysis, one finds that every item has a gap; there were a total of twenty items that are below the average gap. In studying the different variables that affects service quality, one finds that the customers from the northern parts of Taiwan experience higher service quality than those from the middle parts of Taiwan. Those working in the communication technology and information technology felt they received higher service quality than those that work in mechanical material manufacturing. The study also showed higher satisfaction for those who work in the administrative department than those who works in development. On average, the entry level engineers also showed higher satisfaction than the senior engineers. Other than these factors, remaining variables studied in this statistical analysis contributed no significant differences in quality of service.
22
WANG, CHING-SHING, and 王長興. "A Study of the Relationship among Organization Learning, Six Sigma Way and Service Quality in Cross-Straits Information Technical Companies." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/99050587626040864531.
Анотація:
碩士大葉大學
國際企業管理學系碩士在職專班
94
Nowadays in the pluralistic society, each enterprise is continuously looking for innovations and changes in order to face the new challenge of coming era, and is also taking the customer's satisfaction as their first priority, Better service quality is undoubtedly the direction of decade and the goal of the enterprise, therefore, they improve their service quality to meet the customer's needs by organization learning, Six Sigma activities, and in advance the influences of their interior innovated act, to the end, they could help enterprises to obtain customer’s confidence and gain them profits. This thesis is according to the relevant document of organization learning, Six Sigma activities and service quality, drawing out the conceptual structure and hypothesis, clarifying the definition of parameter and measurement index; Meanwhile, stating how the later questionnaire is implemented, deciding the analytical method of the materials, and carry on the examination of the reliability and validity according to its nature. Finally , by theory and real example discussion, verifying the high correlation among organization learning, Six Sigma activities and service quality, furthermore, the cooperation of organization learning with the Six Sigma activities circulations is indeed useful to cross-strait information companies in improving their service quality ; So, for an continuously growing up enterprise, it is a very urgent thing to promote organization learning, establishing the ability of infrastructure and procedure planting in Six Sigma activities is definitely the core-tech to improve enterprise service quality and development.
23
LING, CHING-FAN, and 凌慶帆. "A Research of Work Performance of IT Technical Support Engineer which Influenced by Capability of IT Technician, Interpersonal Relationships and Quality of Service – Example by ERP System." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/97ymz2.
Анотація:
碩士輔仁大學
資訊管理學系碩士在職專班
104
In Order to reduce the cost and streamline internal process, Companies use Enterprise Resources Planning (ERP) system to assist themselves adopting changes and improve the efficiency of using the information in the past few years. However, there are many case studies show that the ERP system technical support will be a key factor of success for implementing the ERP. Therefore, our study will discuss factors that affect the job performance of ERP system technical support. Our study categorized these factors affecting the job performance into three categories, the professional ability, personal relationship, and quality of service. Furthermore, our method was gathering and analyzing data through questionnaire. We sent out 200 questionnaires for our target group—IT support technicians and got 106 back. Our study shows four major results as follows: 1. Professional ability, interpersonal relationship, and quality of service have a strong positive effect on job performance of an individual IT service technician. Hence,Companies tend to pick the candidate who has higher professional ability and better quality of service . this positive effect will gradually have an influence on the service team, service departmental, and whole organizational performance. 2. In Professional Ability, respondents say that the most important professional abilities are understanding customer’s operating procedure and having related platform development experience. 3. In InterpersonalRelationship, respondents think that respecting each other within a team, good observation, and communication ability are the most important in this category. 4. In Quality of Service, respondents recognize that the flexibility on customer’s demands, achieving greater customer satisfaction, and the attitude of taking responsibility on things are most important in this category.
24
Lin, Hung-li, and 林紘立. "Discussion of the Quality of Plan and Design Stage of Improving the Sustainable Public Works – A Research of Evaluating the Technical Service -." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/72428987270283377346.
Анотація:
碩士國立中央大學
土木工程研究所
98
The quality of the Construction Planning and Designing affects the effectiveness of the complete life cycle, the currently implemented quality control system of public works and engineering, the quality management during the construction phase is under the inspection of Construction Quality Management and Construction three-level Quality Management mechanism. The work of Planning and Designing has significant influence and profound impact on the follow-up operation and maintenance of the Construction, thus, a complete procedure must be present in the planning and designing phase. This will not only provide a better proposal, but also avoid irrelevant planning and designing of the construction. This study collected relevant literature review from both domestic and international papers as well as the current data analysis, The discussion and compilation of the study of the related performance evaluation system was conducted in accordance with the performance evaluation system of the domestic public sector construction agency, public works and engineering golden triad award, recent relevant researches, as well as thesis and international performance evaluation methods and reference documents, and work in co-operation with the recent practice of sustainable public works target set by the government. With the help of questionnaire, cooperation with sustainable public works － carbon reduction strategy white paper, relevant laws and regulations, ecological engineering, the concept of the complete life cycle of quality management, and through interview with professionals, attempt to establish an evaluation index of technical service planning and designing phase. The weight was set by applying the AHP level analysis method, and together with the Delphi expert interviews, the items of evaluation index were determined, a total of 23 items. Finally, four public works were selected to make a trial evaluation comparative analysis to verify, the evaluation results are consistent with the firm’s actual execution, thus verifying the accuracy of this study’s result. The evaluation index established in this study can evaluate the service quality of the planning and designing phase of technical service, and at the same time, can implement sustainable public work index, reduce unnecessary change in design and disputes during the construction phase, and moreover, with consideration of quality, progress and cost, successfully complete the construction of public works.
25
Chang, Fang-ya, and 張芳雅. "A study of relativity between service quality of Technical Consultant Visit and customer satisfactory- A case study of the Army Repair Factory." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/527aw3.
Анотація:
碩士元智大學
工業工程與管理學系
93
A study of relativity between service quality of Technical Consultant Visit and customer satisfactory---- A case study of the Army Repair Factory As the society structure developed, the idea of service quality and customer satisfactory has become one of the important issues of business management nowadays. The military organizations also adapted to this trend and strengthened the management achievement. They carry out missions in the viewpoint of emphasizing active service and customer satisfactory, hoping to increase the overall customer satisfactory of service quality provided. This study considers operation of Technical Consultant Visit of the Army as an practical exercise and designs two questionnaire polls A and B from the Unit Under Support (Customer) and Army Repair Factory (the service provider). The outcomes are as following : Poll A: Questionnaire sent out 210, Effective samples: 165, Effective retrieve rate 79%. Poll B: Questionnaire sent out 59, Effective samples: 51, Effective retrieve rate 88%. The collected data is analyzed by SPSS for Windows 10.0 statistical software. The purpose of this survey is to explore the relativity between expertise, service quality and customer satisfactory through the polls, find out how to improve the service quality by the result of differential analysis between service item and satisfactory, and establish a practical management system and protocol. The study findings show with stronger that the expertise of the Repair Factory, service quality satisfactory is higher by the Unit Under Support. There is an obvious positive relationship between the two parties. The better the service quality of Repair Factory, the higher the satisfactory of the Unit Under Support. In addition, the overall satisfactory of the UUS will be affected by the hierarchy, population and scale of the unit itself, and the nonconformity between acknowledgements of service quality of Repair Factory and satisfactory of UUS is enormous. Key words: Expertise, Service Quality, Customer Satisfactory.
26
Nguyen, Quang-Khai, and 阮光凱. "Research on the Factors Affected to Customers’ Satisfaction with the Service Quality of Technical Certification Issuance for Vehicles at Hung Yen Register Center." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/51820221852506359983.
Анотація:
碩士樹德科技大學
經營管理研究所
101
This study is conducted to test the relationship between service quality elements in adjusted SERVQUAL model (replace “empathy” by “accuracy”) and customer satisfaction with the service of registration and inspection for vehicles in Hung Yen province. Quantitative method is used, and the main analyses are descriptive statistics, reliability test of measurement scale, exploratory factor analysis, correlation analysis, multi-regression analysis, and analysis of variances. The results reveal four factors that influence customer satisfaction with the service; they are (1) reliability, (2) responsiveness, (3) assurance, and (4) accuracy. Tangibles do not have influence on customer satisfaction in this case. Among the four influential factors, only responsiveness has negative impact, the most important factor is accuracy, followed by reliability and assurance. Besides, the results show that the demographic variables like age, type of vehicle, manufacturing year, and education make mean difference between groups. Finally, the research figures out the research contribution, suggestions, limitations, and recommendation for further study.
27
Chang, Chih-Ming, and 張志民. "The Research of Service Quality and Customer''s Satisfaction of Technical Servicing Field--A Case Study of Precision Machinery R&D Center." Thesis, 2004. http://ndltd.ncl.edu.tw/handle/34970803806921897915.
Анотація:
碩士靜宜大學
企業管理研究所
92
Competition in the industry has changed in recent years,Technical Servicing Field play the key role for developing our national new economic situation. How to ensure and improve service quality to raise customer’s satisfaction is one of significant factors for Technical Servicing Field. The objective of the research is to find out the relationship between service quality and customer’s satisfaction of Technical Servicing Field, and from the result of case study, intend to provide the strategic reference for Technical Servicing Field to raise their service quality level. The study apply the service quality measurement model by Parasuraman, Zeithmal and Berry(1988). Six dimensions of service quality are used to study the effect to customer’s satisfaction：tangibility、reliability、response、assurance、empathy and performanc. In the case study, I composed the questionnaire to the customer of Precision Machinery R&D Center, A total of 380 are surveyed, 106 returned, 14 unvalid and 92 are effective. The results showed that customers expected service quality deviate much from what service quality is perceived, and the perceived level lower than the expected level. The perceived service quality will affect customer’s satisfaction, but only the dimensions of reliability and performance are significant positive correlation with the customer’s satisfaction. Also the dimensions of customer are not deviate much from what customer’s satisfaction and perceived service quality.
28
Kuo, Nien-Chen, and 郭年真. "Does service volume really matter to outcome? Examining the association of process quality, technical efficiency, and surgical volume to breast cancer recurrence and survival." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/12817619955802128267.
Анотація:
博士國立臺灣大學
醫療機構管理研究所
98
Background: The volume-outcome relationship has been widely discussed over past decades. Although previous studies examined the volume-outcome relationship show that the majority of these works support the reverse relationship of volume and outcome on varied procedures, but other studiess reported inconsistent results and raised arguments if volume is robust enough to predict outcome. Comparing to volume, efficiency not only emphasizes on the quantity of service provided by organizations, but also focus on the resources consumed to generate services. The Value-Based Purchasing Plan carried out by CMS recently also emphasizing on improving efficiency as well as clinical quality. Therefore, extending volume-outcome association to measuring efficiency as well as process quality of care, and linking the performance with outcome have been important issues to not only health purchasers, but also providers and consumers when pursuing cost containment and quality improvement in health care. Material and method: This study is going to explore the relationship between process quality, efficiency and survival as well as recurrence in breast cancer care by Cox’s regression and multilevel modeling, with using Taiwan Cancer Database combined with Taiwan National Health Insurance Database (NHID) and death registry. Breast cancer patients diagnosed in 2003 to 2004 and received surgical treatment will be included in this study. Process quality will be measured by a set of core measure indicators, and constant returns to scale (CRS) input oriented data envelope analysis (DEA) method will be used for measuring efficiency of individual hospital. Comorbidity and severity of illness will also be controlled in analysis. Result: 6,396 female breast cancer patients, reported by 26 hospitals, were included in this study. After controlled for patient and provider characteristics, hospital and physician’s surgical volume for breast cancer as well as hospital efficiency are not associated with the patient survival or recurrence. Patients received care with high process quality is associated with better survival and lower recurrence. The multilevel analyses found random effect for the hospital-patients clustered sample, but the effect for physician-patient clusters is not as significant. This study also found the provider’s process quality also has the moderating effect for patient-level process quality. Conclusion: Volume is not associated with breast cancer recurrence or survival, nor it has moderating effect on process quality. The clustered feature of data should be considered for volume-outcome related studies. Future researches should apply a longitudinal design to explore how quality related health outcomes can be affected by a change in provider efficiency.
29
Cheng-ChengChiang and 江正誠. "The Relationship among of Technical Innovation,Quality of Service,Perceived value,Customer Loyalty, Customer Satisfaction－Take The Taiwan Agency of Electron Microscope for example." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/q7f4v4.
Анотація:
碩士國立成功大學
高階管理碩士在職專班(EMBA)
101
Abstract In this study, the researcher tries to discover the relationship between The Technical Innovation、Quality of Service、Perceived value、Customer loyalty、Customer Satisfaction on FEI agent. The researcher entrusted four key people to take random questionnaire surveys in some univertisies and companies of the materials analysis, semiconductor, and photoelectric industry. The participants are narrowed down to only user of electon microscope and the materials analysis departments. Totally, the researcher has collected 300 copies of questionnaires, 282 valid questionnaires were returned. with a valid return rate of 90%. According to the purpose and assumption of the study, the researcher adopted SPSS to analyze data. Statistical methods used in this study include Factor analysis, ANOVA, Duncan's test, T-test, Pearson's product –moment correlation analysis, After the analyzing these data and the validating corresponding assumptions, the following conclusions were drawn: Technical Innovation、Quality of Service、Perceived value have positive direct influence. Customer loyalty and the Technical Innovation had significant effect on the Customer Satisfaction. Quality of Service had significant effect on the Customer Satisfaction.beside Perceived value will positive influence the Customer Satisfaction and Customer loyalty. Customer Satisfaction will positive influence the Customer loyalty. In the variables of statistic,all of the different customer had no significant effect on Customer Satisfaction and Customer loyalty. Based on the customer's views about the service items they promoted by agent in electron microscope, truely, the quality of applied technical training will influence the service quality .the keypoint steps for Agency to upgrade Customer Satisfaction and Customer loyalty.direct through high quality technical training. this point can be used as reference when promotion strategy is to be established
30
Jonker, Burnet Jacques. "The perceptions of service quality by internal information technology users after the adoption of the Information Technology Infrastructure Library in South Africa." 2013. http://encore.tut.ac.za/iii/cpro/DigitalItemViewPage.external?sp=1001192.
Анотація:
M. Tech. Business Administration (MBA)Information technology (IT) services have become strategic to business. Complex IT environments are usually managed according to a service management framework of which the Information Technology Infrastructure Library (ITIL) is the de facto standard. Due to a lack of studies on service quality and the Information Technology Infrastructure Library in South Africa, this research was focused on how service quality is perceived by the business after the adoption of the Information Technology Infrastructure Library. The purposes of this research were: to identify which dimensions of service quality contributed most significantly to the service quality gap; to determine what the perceptions of service quality were after the implementation of the Information Technology Infrastructure Library; and how the opinions of service quality differ between the Information technology division and the business.
31
HSU, HAO-CHUNG, and 許浩崇. "Impacts on Institutional Management, Service Quality, Care Risk and Price from the First-line Caregiver's Technical Examination Training: A Long-term Care Institution Managers’ Perspective." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/3yce6d.
Анотація:
碩士國立暨南國際大學
管理學院經營管理碩士學位學程碩士在職專班
105
The impact of the less child, that the family's care function gradually decline. Family care pressure is increasing,.and then associated with social and economic problems. Therefore long-term care needs increase. At present, under the long-term care system of our country, most long-term care institutions are independent individuals. Most information of the quality of long-term care institutions are unknown. This result in customers difficult to choose long- term care institutions . And managers are unable to prove the quality of long-term care institutions to customers. And customers can not assure that it is a right choice of long-term institutions. Long-term care institution managers are the main operators of long-term care institutions. And managers’ ability is highly correlated with its proper operation and management. However, the working quality of caregivers is the key factor of the quality of long-term care institutions. Therefore, we discuss the impact in institutional management, service quality, care risk and price by the first-line caregiver's technical examination training from Long-term Care Institution Managers’ Perspective. The result of the research that the first-line caregiver's technical examination training have impacts that are (1) the institutional management is positive and indirect impact; (2) the quality of service is positive and direct impact;(3) the risk control is positive and indirect impact; (4) service price is positive and indirect impact. According to the results of the research recommend to long-term care institution managers that must pay attention to caregiver's technology. And then providing the right and comfortable and safty care service is the important rule for sustainable development of long-term institutions.
32
Chao, Yi-Yun, and 趙羿雲. "An Empirical Research on the Relationship Between Service Quality of Learning Resource and Loyalty of Students─A Case Study of a Technical University in Middle Taiwan." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/91451606903673585516.
Анотація:
碩士朝陽科技大學
工業工程與管理系碩士班
96
The objective of this research is to investigate the relationship between service quality of learning resources, satisfaction and loyalty of students by means of a case study of a technical university in middle Taiwan. This study first obtained the three measures of service quality of learning resources, satisfaction and loyalty of students that are suitable for the empirical investigation. Then, a questionnaire investigation was applied, with layers of random sampling, to the day-time student in selected technical university. In total, 381 questionnaires were drew and mailed for conducting a field test, and 360 copies of questionnaires were returned. Among them, 322 copies were effective for further statistical study, and the effective rate of return is 84.51%. According to the empirical results, this study found the following conclusions. The female students of the technical university had higher satisfaction than the male in general. For the teacher’s teaching skill and course contents, the junior students perceived better satisfaction to than other year’s students. Besides, the students of the College of Science and Engineering gave lower evaluation, particularly in teaching skill, course contents, library-related teaching resources, than the students of other colleagues. Moreover, this study also found that the higher satisfaction to quality of learning resources lead to a higher overall satisfaction of university, for which it also makes the student recommend their university orally to their friends and relatives. Furthermore, this will encourage the student to pursue higher education. However, the student perceived lower satisfaction than their expectation and emphasis, for which recommends technical university to reconsider how to elevate the quality of current learning resource to achieve higher satisfaction to students. In addition, the students also thought highly of the conviniency of facility on campus such as the sufficiency of parking space, diversity of dishes offered in student dormitory, traffic regulation and control to vehicles etc. This study suggests the governor of technical universitis should satisfy those demands in first priority, which may achieve the obvious advance in student satisfaction directly.
33
Ndlovu, Nhlanhla. "Managing the continuing professional development of lecturers in a Mpumalanga technical and vocational education and training college." Diss., 2018. http://uir.unisa.ac.za/handle/10500/25670.
Анотація:
The aim of this research is to find out if a Technical and Vocational Education and Training (TVET) college in Mpumalanga, South Africa has any CPD programme for its lecturers and how it is managed. Through personal experience, interaction with fellow lecturers and literature review, I noted the evident lack of college-driven continuous professional development (CPD) of lecturers. I discovered that most TVET college lecturers are holders of teaching qualifications suitable for schools and not the TVET college sector.
The research was qualitative. I conducted in-depth interviews with the senior management of the college, a focus group interview with lecturers and finally document analysis. Data analysis was inductive and verbatim quotations from participants were used.
I found that although the college did have a CPD programme, there were many shortcomings. Strengths of the programme include funding and a planned CPD committee. Deficiencies relate to non-communication between staff members and management and a laissez-faire attitude of management in the handling of CPD. Based on the findings numerous recommendations are made concerning the way CPD is managed at this college and by the Department of Higher Education. These recommendations may relate to other colleges to make their CPD programme more effective for their academic staff.Educational Management and Leadership
M. Ed. (Education Management)
34
Копосова, А. О., та A. O. Koposova. "Повышение эффективности производственной деятельности сервисного центра ООО «АМК-Екатеринбург» : магистерская диссертация". Master's thesis, 2019. http://hdl.handle.net/10995/78684.
Анотація:
Целью данного проекта является разработка теоретических и методических подходов к управлению качеством и эффективности сервисного центра ООО «АМК-Екатеринбург» и обеспечение устойчивого дальнейшего развития. Проведенное исследование позволило доказать актуальность проблемы повышения эффективности производственной деятельности СТОА и сформулировать ряд теоретических выводов и практических рекомендаций. Особую значимость в обеспечении безопасности автомобильной техники сейчас приобретают автотехцентры автомобилестроительных компаний, составляющие фирменную сеть послепродажного обслуживания автомобилей, инфраструктура которых обеспечивает социальную и экономическую эффективность использования автомобилей. Сфера предоставления услуг должна функционировать таким образом, чтобы полностью удовлетворять требования клиентов с возможно малыми затратами средств и времени. Было проведено исследование практики управления качеством ПАО «АВТОВАЗ», а также произведен анализ предприятия ООО «АМК-Екатеринбург». Сбор, обработка и анализ показателей спроса на услуги ООО «АМК-Екатеринбург» позволяют целенаправленно подойти к их прогнозированию с целью изучения возможностей предприятия по удовлетворению обращений клиентуры по ТО и ремонту на перспективу. Расчет основных технико-экономических показателей показывает нам, что в целом предприятие работает эффективно. Выполнив технико-экономическое сравнение вариантов предприятия до модернизации и после, наиболее целесообразным из них является проектный вариант.The aim of this project is to develop theoretical and methodological approaches to managing the quality and effectiveness of the service center of LLC AMK-Yekaterinburg and ensuring further development. The study allows us to prove the relevance of the problem of improving the efficiency of production activities of service stations and formulate a number of theoretical conclusions and practical recommendations. At present, auto-technical centers of the automotive industry have been acquired, which make up the company’s after-sales service network of automobiles, and the infrastructure that ensures the social and economic efficiency of car use. The scope of the provision of services should operate in such a way as to fully meet the requirements of customers with low cost and time. A study of the quality management practice of PJSC AvtoVAZ was carried out, as well as an analysis of the enterprise LLC AMK-Yekaterinburg. The collection, processing and analysis of demand indicators for the services of AMK-Yekaterinburg LLC allow you to purposefully switch to their forecasting in order to explore opportunities to meet customer needs. Calculation of the main technical and economic indicators shows that the company works efficiently. A technical and economic comparison of the project options before modernization and after has been issued, the most appropriate of which is the project version.
35
TSAI, SHU-YI, and 蔡淑宜. "Exploring the Perception of Healthcare Service Quality on the Technician for Caring Service." Thesis, 2017. http://ndltd.ncl.edu.tw/handle/9cu99y.
Анотація:
碩士嘉南藥理大學
醫務管理系
105
In order to cope with the urgency of aging in Taiwan, the demand for technician for caring service is also increasing rapidly. However, the relevant research on nursing staff at home and abroad is obviously inadequate. As a professional and long-term care work has certain degree of specificity and complexity in the provision of health services to meet the needs of service users in the process, service users in the service quality satisfaction is the most concerned about the relationship with the technician for caring service, that is, to take care of service and service The relationship between the quality of the service will affect the quality of the service, so from the service users’ point of view to understand the feelings of receiving care services. And whether the institutional units have the ability to improve service quality and the use of service providers to establish a good interactive relationship between the various units to enhance the competitiveness of one of the important factors. Based on the service quality model, this study aims to explore the current situation of the quality of care services and how to improve the quality and cognitive quality of service providers and how to improve and improve the quality of care services.In this study, the service quality model of P.Z.B. was used as the theoretical framework, and the method of SERVQUAL scale and the degree of attention and performance analysis (IPA) was used as the tool to measure service quality in this study, and the service users were informed about the service and the status quo. This study discusses the current situation of service users' service quality and performance, and obtains the conclusion after the questionnaire survey by the organizations, nursing home and community. The results of this study show that the level of service quality of service users perceived the reliability, reactivity, assurance, empathy, tangibility and reliability are the most influential elements of overall service quality. The average of which is between 4.34-4.62, with the highest level of awareness that "I am comfortable with the caregiver of the caregiver and which ensures the safety of the case", "I have a sense of awareness of the caregiver's ability to assist in case activities and sports" lowest. Service users perceive the quality of service satisfaction in terms of reliability, assurance, reactivity, empathy, tangibility, "reliability" is the overall service quality of the most influential facets, the quality of service The average is between 4.07-4.26, with the highest level of awareness that "I am comfortable with the caregiver of the caregiver and which ensures the safety of the case", "I have the lowest level of perception that the caregiver can assist in case activities and sports." Perceived service quality will be significantly different due to the personal attributes of service users and caregivers; service quality is a key facilitator of job satisfaction, with a number of organizational attributes affecting both. P.Z.B. The quality of service quality, such as "tangibility", "reliability", "reactivity", "guarantee" and "empathy", affect the quality of customer perceived service. There is a positive and significant impact on the importance and satisfaction of customers in expecting and perceiving service quality. Among them, the reliability, assurance and reactivity of a significant level. Attention and satisfaction of the complex regression model also has statistical significance, service quality represents a professional. Each unit can measure the quality of the service in order to achieve overall satisfaction.
36
Cheng, Wen-Pin, and 鄭文萍. "Exploring the satisfaction on the service quality of the Emergency Medical Technician among emergency nurses." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/ee582m.
Анотація:
碩士樹德科技大學
會展管理與貿易行銷碩士學位學程
106
Background and purpose: The study mainly explored emergency nurses satisfaction on the pre-hospital emergency service quality of Emergency Medical Technicians. Usually Emergency Medical Technician is the first responder of an emergency medical event, the quality of pre-hospital emergency medical care has accordingly become rather crucial. Therefore, the study aims at improving the quality of the future emergency medical service by focusing on emergency nurses initial assessment of the performance of Emergency Medical Technician. Method: Sampling by analyzing the situation between emergency nurses of Kaohsiung regional or higher class Medical Institutions and Emergency Medical Technicians of fire departments. 202 samples have been acquired and used to implement the analysis. Statistics software SPSS 20 was adopted to perform reliability analysis, descriptive statistics, analysis of variance (ANOVA); post-hoc comparison analysis (LSD) was applied to explain the influences between every variance. Result: The result has shown that “ER seniority” of emergency nurses gave the highest rating to Emergency Medical Technicians on the overall satisfaction and professional attitude. Emergency nurses with different “ER seniority” provide different rating of overall satisfaction and professional attitude to Emergency Medical Technicians, and new emergency nurses with less than one year or emergency nurses with more than five-year experiences gave the highest rates. “Professional ability” of emergency nurses also had an impact on the professional attitude performed by Emergency Medical Technician, and particularly the new emergency nurses with less than one year experience gave the highest rating. In terms of the “Medical institution” of emergency nurses, E-DA Cancer Hospital gave the highest rates in regard to professional skills of Emergency Medical Technician and overall satisfaction. Conclusion: Upgrading the consistency of pre-hospital and post-hospital emergency medical service will ensure the rights of the ones who call for help. Having more practical training and enhancing the essential ability will enable the Emergency Medical Technician to provide the patients better service quality from accident scene to emergency room.
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Chetram, Ravinand. "The management of continuous professional development at a TVET college in Kwazulu Natal." Diss., 2017. http://hdl.handle.net/10500/23831.
Анотація:
This exploration investigates lecturers’ experiences of the role of professional development on TVET lecturers. Lecturers’ professional development is often viewed as the source to effective learning developments. Lecturer effectiveness at TVET Colleges depends on the constant professional development to avoid encounters that they face due to endless differences taking place in technology and national curriculum. The result of proper professional development of lecturers is that both students and the organisation benefit from it.
Hence, lecturers are likely to be subjected to continuous professional development to be well informed with the constant adjustments taking place in the education system. This occurs as the lecturers are pressurised to participate in a variety of regular professional development programmes that are not designed to suit their specific requirements. This leads to, professional development becoming ineffective in assisting the lecturer developing their training in their specific areas of knowledge.
A literature review was used to determine what other writers say about the concept of professional development.
A qualitative study was employed and two research instruments were used: semi-structured interview sessions and document analysis.Information was collected through the interviews, centred on pre-planned interview questions. Purposive sampling was used and nine experienced participants were selected for this study. Lecturers’ were questioned about their experiences of professional development at a TVET College in the Kwazulu Natal district. The conversations were recorded, translated and scrutinised to discover lecturers’ opinions about professional development in their college.
This investigation was guided by three important questions:
How effective are staff development programmes managed for lecturers in their areas of specialisation?
Secondly, How effective are the policies regarding staff development in TVET Colleges? Finally, what role does senior management play in CPD in Majuba TVET College?
Findings indicate that the principals of the colleges are not managing the continuous professional development of lectures. It is left upon the lecturers themselves to manage their professional development.
It is expected that this investigation and the literature review will influence the management of professional development for the advantage of lecturers and the college.Educational Leadership and Management
M. Ed. (Education Management)