Dissertations / Theses on the topic 'Compass Service'
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Iwasaki, Yohei, Nobuo Kawaguchi, and Yasuyoshi Inagaki. "Azim : Direction-Based Service System for Both Indoors and Outdoors." IEICE, 2005. http://hdl.handle.net/2237/7820.
Full textDarling, William Thomas. "COMPASS 2002 a comparative survey of employment, education, and benefit needs of Ohioans with disabilities aged 16-64 /." Connect to this title online, 2003. http://rave.ohiolink.edu/etdc/view?acc%5Fnum=osu1054154384.
Full textTitle from first page of PDF file. Document formatted into pages; contains xv, 204 p.; also includes graphics Includes vita. Includes bibliographical references (p. 197-204). Available online via OhioLINK's ETD Center
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.
Full textSITBON, ERIC. "La mise en concurrence dans les contrats de services publics locaux en france et au royaume-uni." Lille 2, 1999. http://www.theses.fr/1999LIL20008.
Full textThe objectives, contents and scope of compulsory competitive tendering in relation to bidding for local public service contracts, differ from one legal system to the other and from one type of local public services contracts to the other (i. E. Ec public procurement law, the french law of public procurement and public services 'delegations', english local government contract law). Under both ec law and french law, competitive tendering can be formal (consisting mainly of the requirement for publication of a prior notice) or wide-ranging (open bid procedure). Under english law, so-called 'compulsory competitive tendering'is equivalent to a compulsory open bid procedure and is intended to put direct service organisations or direct labour organisations in competition with private companies. Under ec law, competitive tendering now only applies in relation to public procurement contracts and public works concessions, whilst under french law, its scope covers not only public procurement contracts but also public services 'delegations'. Under english law, compulsory competitive tendering only applies to local public procurement contracts. It is proposed that the requirements of compulsory competitive tendering in these three legal systems are harmonized through emphasing their similarities and by generalising the application of compulsory competitive tendering to all local public services contracts
COURIVAUD, HENRI. "L'introduction de la concurrence dans les activites de reseaux electriques : elements de comparaison entre la france et l'allemagne." Paris 11, 2000. http://www.theses.fr/2000PA111017.
Full textPrymak, Mykola. "Creation Effective Personnel Policy on Service Company." Thesis, Фінансова рада України, 2017. https://er.knutd.edu.ua/handle/123456789/7478.
Full textSantamaria, Javier, and Marco Gonzalez. "Measuring Customer Satisfaction in a Service Company combining approaches for Quality Service Improvement." Thesis, Växjö University, School of Technology and Design, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:vxu:diva-2372.
Full textThis Thesis is about improvement Quality Service from the perspective of the customer satisfaction. This is motivated in a service company that has some problems measuring customer satisfaction in a quality of service. We believe that customer satisfaction is related with the quality of service, and measuring can be used like a advantage for Quality improvement. To archive this we present some theoretical background about Quality, some tools for quality improvement, some tools for measuring customer satisfaction. Our empirical findings are focused on how our case company tried to use these approaches. During the analysis we compare these information and we’ll see if there is a correlation between the different authors and how the company works. We’ll see that they work very well with TQM, Six Sigma, they use some approaches of SERVQUAL and CSM. Also we’ll apply QFD that relates the customer needs and expectations, and the Service Characteristics, identified previously. The results are based both in SERVQUAL and QFD. For instance, the lack of communication between the customers and company is the main gap regarding how to measure the customer satisfaction. Some tips about how to measure the customer satisfaction and other recommendations are given at the end. The conclusions are the benefits that we obtain from combining the SERVQUAL and QFD method, because we believe that both work very well together due to it becomes a powerful tool that is telling if the customer is satisfied or not. Aside it is telling us where we should act to improve the quality of service and therefore the customer satisfaction. The work presented is based on the interview with our contact person. Several observations were made regarding the measurement method that they are using.
Den här uppsatsen handlar om förbättring av servicekvalitet sett utifrån ett konsumenttillfredsställelseperspektiv. Detta är motiverat i ett tjänsteföretag som har problem med att mäta konsumenttillfredställelse i form av servicekvalitet. Vi tror att konsumenttillfredställelse är relaterat till kvaliteten på servicen, och att en mätning av denna kan användas som en fördel för kvalitetsförbättring. För att åstadkomma detta presenterar vi en teoretisk bakgrund om kvalitet, en del verktyg för kvalitetsförbättring samt en del verktyg för att mäta konsumenttillfredställelse. Vårt empiriska underlag är fokuserat på hur vårt exempelföretag har gått tillväga i arbetet med dessa verktyg. I analysdelen jämför vi informationen för att se om det existerar en korrelation mellan de olika författarna och hur företaget arbetar. Vi noterar att de arbetar väl med TQM, Six Sigma och att de använder en del av aspekterna i SERVQUAL och CSM. Dessutom kommer vi att applicera QFD som relaterar konsumenternas behov och förväntningar till serviceegenskaper, som tidigare identifierats. Resultatet är baserat både på SERVQUAL och CSM. Exempelvis är bristen på kommunikation mellan konsumenterna och företaget det främsta gapet beträffande mätningen av konsumenttillfredställelse. Rekommendationer angående mätningen av konsumenttillfredställelse och andra förslag ges i slutet av uppsatsen. Slutsatserna är de fördelar som vi fått fram genom att kombinera metoderna SERVQUAL och QFD, två metoder som fungerar bra tillsammans och blir ett kraftfullt verktyg, som kan ge svar på om konsumenten är tillfredsställd eller ej. Dessutom visar det hur vi ska agera för att förbättra servicekvaliteten, och därmed konsumenternas tillfredställelse. Uppsatsen är baserad på intervjun med vår kontaktperson. Flertalet observationer har genomförts av den mätmetod som företaget använder sig av.
Lai, Wing-ching Theresa. "Organization change in a courier company : a case study /." Click to view the E-thesis via HKUTO, 1985. http://sunzi.lib.hku.hk/hkuto/record/B42128171.
Full textGille, Matthew G. "Analysis of Company Officer influence on midshipmen service assignment." Thesis, Monterey, Calif. : Springfield, Va. : Naval Postgraduate School ; Available from National Technical Information Service, 2002. http://library.nps.navy.mil/uhtbin/hyperion-image/02Jun%5FGille.pdf.
Full texthuang, naichun. "New service development process-Experiences from a Chinese manufacturing company Lenovo." Thesis, karlstad business school, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-5986.
Full textPurpose:
This thesis examines the process of E-care service of Lenovo for better understanding of the new service development process. Based on literature linking on new service development process, case research is the main methodology of this paper.19 interviews have been done with employees and managers from five departments, some of the detailed empirical materials were from secondary data from interviewees, the empirical findings partly support the ten stages new service development of Alam (2003), however, in the implementation phase of E-care service some stages are missing or emerge with other stage such as personal training and strategic planning. These exploratory results encourages the further studies on new service development process in manufacturing companies for better understanding of new service development process.
Keywords: new service development, process, service process.
Methods: Several methods are used in this thesis. Case study is used as the overall methodology approach. During the phase of data collection, semi-structured interviews and transcripts are used. Most of the interviews are conducted over the phone and some of them are conducted over email and instant messenger for better understanding for certain stage. Inductive strategy is the main methodology in analysis data and findings. Alam’s ten stages model is the main model that have been used in arranging data and findings.
Findings: Process of development E-care service in Lenovo can be divided into
eight stages: Idea generation, idea screening, business analysis, service system and process design, pilot run testing, market testing, commercialization.
Conclusion: In conclusion, model of the E-care service only contains eight stages comparing to Alams’. The difference between them are, the stage in training and strategic planning is missing, the main reason for those difference is E-care service is based on using internet as platform to help customers solve their problems, most of the target customers for this service are from primary level therefore special training is not necessarily.
Implications: Although E-care service is successful in China and the acceptance of this service is getting increased. Still, getting to know customers really wants and needs can not just simply read some analysis in the office or tracing and talking to customer to ask their wants. Some technical skills should be development to explore customers’ real needs at beginning of idea stage. Meantime, simply copying the way in developing new service such as using CMMI is not always the answer, Chinese companies have to develop own idea in developing the process adjoin the customers and market in China.
Nguyen, Thi Ngoc Dung, Thi Thanh Thuy Nguyen, and Ferzan Kanat Aygen. "Services quality in a Turkish pension Company." Thesis, Mälardalen University, School of Sustainable Development of Society and Technology, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-799.
Full textA study on a Turkish Pension Company to find out customers' perception about services quality regarding to five dimensions in Rater model (reliablitity, assurance, tangibility, sympathy and responsiveness); from result of this study, the company can improve its services quality.
Rodríguez, Delgado Aarón, and Evgeny Korshenko. "Linking employee empowerment and customer perceptions of service quality : Evidence from a Mexican medical retailing company." Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-209131.
Full textLei, Ka Lin. "Frontline employees' perception of service quality climate : the case of an airport ground handling service company." Thesis, University of Macau, 2003. http://umaclib3.umac.mo/record=b1636742.
Full textWielgosz, Wojciech, and Anna Tourlova. "Introduction of POSO concept by WILO AB and its Benefits for the Company." Licentiate thesis, Växjö University, School of Management and Economics, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:vxu:diva-1299.
Full textThe Swedish branch of the WILO Group and the daughter of the WILO AG, which is one of the biggest producer of pumps worldwide, is going to introduce a new business organization concept in Sweden and evolve the present company's structure into a more customer-oriented one (Project-Oriented-Service-Organization) based on the experiences of the parental company in Germany – WILO AG.
A new service approach is going to be introduced by a company, which deals with business-to-business customers. Although manufacturers of industrial goods and equipment turn their interest from single transactions to doing business on the long-term scale with their customers, but still not many companies are in this process
Antell, Filip, and Daniel Darnfors. "Acquired SME:s in the IT-service industry : A multiple case study on firms in Denmark and Sweden." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-26264.
Full textJia, Hao. "A web application for Medasolution Healthcare Company customer service system." CSUSB ScholarWorks, 2005. https://scholarworks.lib.csusb.edu/etd-project/2612.
Full textRaymundie, Olivier. "Recherches sur la gestion déléguée des services publics (aspects de droit interne, comparé et communautaire)." Rouen, 1993. http://www.theses.fr/1993ROUEL169.
Full textUnder french law, concessions traditionnaly apply to "travaux publics" (public works) and "services publics" (public services). The recent trend has shown that the law use the term of "gestion deleguee" instead of using "concession". This study give details of the legal realities concrning "concessions" in differents countries. It refers to situations where a similar transfert is achievied not via "concessions" in the strict sens of the word, but by means of the desigantion by law, regulation or administrative provision of entities whom responsability is delegated. By "concession", the e. C means irrespective of the terminology used at national level, operations by which contracting authorities delegate to separate undertakings. We have examined the situation where such responsabilities have been delegated to other administrative bodies and which there fore does not constitute true "concessions". In the second part of this study, we have analysed european community legislation and compared the effect of such legislative procedure on public utilities delegations
Mabaka, Perez Danny. "Employee perceptions on service quality at a selected outsourcing company in Cape Town." Thesis, Cape Peninsula University of Technology, 2019. http://hdl.handle.net/20.500.11838/3014.
Full textOver the last decade, business process outsourcing (BPO) has become increasingly important in the South African context. For economic and strategic reasons, organisations have embraced an outsourcing strategy as one of their core activities in order to be competitive in the business arena. On this matter, the standard of services delivered by BPOs is crucial to achieve customer satisfaction. However, the lack of effective quality management practices, which impact on service delivery negatively, ultimately paves the way for customer dissatisfaction with service quality in BPOs. This issue needs to be considered carefully by BPOs. Thus, this study has investigated employee perceptions in relation to the key measurements for service quality, namely reliability, responsiveness, assurance, empathy and tangibles through the SERVQUAL model to measure the quality of service delivery at a BPO in Cape Town, South Africa. A quantitative research method was applied and data were collected through a semi-structured survey questionnaire from the group of employees (n=188) at the selected BPO in Cape Town. The statistical software program SPSS Version 25 and Microsoft Excel were used for data analysis. Descriptive statistical results were generated as well as the validity and reliability of the dataset determined. The research findings revealed that the key factors to which particular attention needs to be given are reliability, responsiveness, assurance and empathy. It is revealed that it is imperative for the BPO to intensify continual training and skills development for their employees. Given the findings of these key factors as focus areas for good practice, this study has drawn special attention to the selected BPO and other BPOs in the South African context to advance their service quality to maintain their services up to standard and to remain competitive. The research could benefit BPOs in South Africa and Africa in general as more and more companies are outsourcing their services on the continent.
Lai, Wing-ching Theresa, and 黎詠淸. "Organization change in a courier company: a case study." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1985. http://hub.hku.hk/bib/B42128171.
Full textStaunton, Michael James. "Implementing talent management in a global services company." Thesis, University of Portsmouth, 2014. https://researchportal.port.ac.uk/portal/en/theses/implementing-talent-management-in-a-global-services-company(95d87eb7-24ff-4733-a8aa-7e9acf0c929c).html.
Full textMaliti, Mbulelo Bruce. "Assessing a marketing strategy for an engineering consulting company." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1489.
Full textBritchford, Christopher. "A study of delivery performance in a manufacturing company." Thesis, Loughborough University, 1985. https://dspace.lboro.ac.uk/2134/27031.
Full textChan, Ka Tat. "Investigation of a company internal workflow for improvement." access abstract and table of contents access full-text, 2006. http://libweb.cityu.edu.hk/cgi-bin/ezdb/dissert.pl?msc-meem-b21417568a.pdf.
Full textTitle from title screen (viewed on Oct. 5, 2006) "Submitted to Department of Manufacturing Engineering and Engineering Management in partial fulfillment of the requirements for the degree of Master of enterprise technology and management." Includes bibliographical references.
Younas, Arshad, and Hasina Jan. "The Impact of Service Recovery on Customer Loyalty (Case company: Swedbank)." Thesis, Högskolan i Gävle, Avdelningen för ekonomi, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:hig:diva-12491.
Full textChen, George C. M. "Strategic analysis of a data processing company /." Burnaby B.C. : Simon Fraser University, 2005. http://ir.lib.sfu.ca/handle/1892/3624.
Full textResearch Project (Faculty of Business Administration) / Simon Fraser University. Senior supervisor : Dr. Ed Bukszar. EMBA Program. Also issued in digital format and available on the World Wide Web.
Fourie, Sarel Jakobus. "An evaluation of value creation in a South African managed courier company." Thesis, 2006. http://hdl.handle.net/10500/210.
Full textRutkowska, Ewelina Ewa. "Model współczesnego przedsiębiorstwa usługowego." Phd thesis, 2015. http://hdl.handle.net/11320/2835.
Full textThe work consists of six chapters. In the first chapter we present the history of the company in the European economy and discusses the specifics of the functioning of a modern service company. The second chapter discusses theories of enterprises. The third chapter is devoted to the services sector in the Polish economy. In the fourth chapter a model of modern service company. Then, based on empirical data presented regularities in service enterprises of Podlaskie. In the fifth chapter, the simulation model based on the AMOS program. In the sixth chapter presents a set of conclusions and recommendations and identified areas for further research service company.
Wydział Ekonomii i Zarządzania. Katedra Ekonomii Politycznej.
Wu, Chun-Hua, and 吳俊樺. "Trading Service Provider Information Services Outsourcing Explore the Cooperation Model of Assessment Criteria - T Company." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/01395239253498483814.
Full text國立交通大學
管理學院運輸物流學程
99
This paper is based on the Trading Service Provider Information Services Outsourcing for the study of business objectives. Relationships throughout the IT Outsourcing (outsourcing customer, information services contractor, subcontractor information services), information services provider plays a dual role, both IT outsourcing services provider, the outsourcing customer. The trading service provider of both the network's more the role of web services platform. So in outsourcing decisions, outsourcing motivation, the type of outsourcing, the scope of outsourcing, outsourcing relationship, outsourcing, performance evaluation, and core competencies and other factors not measured in the same general business. As the outsourcing process of cooperation, relations between complex factors, the success of outsourcing is not so easy to master. Play information Services Outsourcing when the Trading Service Provider Trading Service Provider to undertake outsourcing projects. Make outsourcing decisions based on outsourcing motives and the core competencies. Looking at other information services sub-contractors to assist in the case, how to find the appropriate information services sub-contractors and appropriate model of cooperation relationship with the outsourcing business performance. This paper is thus the direction and goals, management practices in line with the face of "sub-outsourcing partnership model" of assessment criteria. As a strategic use of outsourcing practical reference Source. In this study, trading service provider, as the object of study. Divided into four steps of the study: 1. Summary of analysis of the literature relevant to the assessment criteria of each model. 2. we conducted a series of outsourcing of decision-makers interviews. 3. Based on interviews, summarizing different outsourcing cooperation mode corresponds to the assessment criteria. The study is under the Analytic Hierarchy Process (AHP) to find key customer satisfaction factors and to determine weights of the factors in assessment criterias. 4. Analysis of trading service provider, has completed the project on-line case the results of further outsourcing of this paper proceeds of the partnership model of assessment criteria. The main conclusions of this paper is as follows: 1. Meeting the assessment criteria through the entire level of analysis to obtain the assessment criteria of the corresponding weights; 2 by empirical findings that "project-based outsourcing, systems built on the client and the case company self-maintenance "of the outsourcing model further to get the most satisfaction. Comparative analysis of the mode that the system is built on the client can get more satisfaction.
Chen, Yi-ming, and 陳怡銘. "The Impact of Service Failure, Service Recovery and Remedial Reaction Time on Customer Satisfaction and Loyalty – Evidence from an Information Services Company." Thesis, 2012. http://ndltd.ncl.edu.tw/handle/60649823518462356313.
Full text國立高雄應用科技大學
資訊管理系碩士在職專班
100
Researches about service failure in the past would put more emphasis on B 2 C (Business to Customer) relationship. In the opposite, those B 2 B (Business to Business) relationship research resources are rather insufficient. However, service failure cannot be avoided. Therefore, whether service recovery can enhance customer satisfaction and loyalty efficiently in B 2 B relation would be the main point in this report. With the development of information service industry, the relation between service quality and customer satisfaction is focused by people all the time. Nevertheless, the researches about how service failure, service recovery and reaction time would influence customer satisfaction and loyalty in information service industry are very rare. Thus, this paper approaches the cause and effect of customer satisfaction and loyalty from analyzing service failure types, service recovery dimensions and reaction time. Through the analyses of the issues, people can understand the effectiveness of service recovery measures and the relation between customer satisfaction and loyalty. The paper is based on the analysis of questionnaires finished by the clients of an information service company, and the conclusions are as follow: 1. Different service failure types also have different biased service recovery attributes. 2. “Service Failure” combines with corresponding “Service Recovery Attribute” would have significant impact on “Customer Satisfaction.” 3. “Reaction Time” is positively correlated with “Customer Satisfaction.” 4. “Customer Satisfaction” is positively correlated with “Customer Loyalty.”
鄭名凱. "Evaluating the Service Quality for Company B's Customer Service Center." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/95714291526049003731.
Full textLo, Huang-lung, and 駱黃龍. "Investigating Service Failure and Recovery for a Car Care Service Company." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/w89phz.
Full text大同大學
資訊經營學系(所)
103
This thesis research is to investigate the service failure and recovery about customer service staff in the car service factory. When customer service staff promised the customers the time to pick up the car, but customers found out that they still need to wait even they arrive there on time. It is obviously a mistake and the first place need to be self-examination. Then, how to deal with the customers who are willing to wait? To the customers who are not willing to wait, what can the customer service staff do for them? Is there any SOP related to this situation in company? Is it the conflict between the process and staff, the staff and customers, or the process and customers? The purpose of this thesis uses the relationship between service quality, service failure and service recovery to discuss the service failure and service recovery of customer service staff in today’s customer service factory. This thesis uses Comparative Legal with X Motor Company’s Service Factory as the research subject, uses three aspects to find out nine tense relationships between process, customers and customer service staffs and compared with X Motor Company’s Service Factory. The results showed that the final course in the hope of promoting the company to emphasis on the strategies of service recovery, however, the service recovery is based on the service strategy. The company is the traditional supply-driven orientation or in the demand of customer need orientation? Is there any service-dominant logic?
Lee, Yu-Shan, and 李育珊. "A Study of Service Quality in Translation Service－An Example of One Translation Service Company." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/53568495649222789985.
Full text國立彰化師範大學
會計學系企業高階管理
98
As the trading activities among nations boom with the speed-up of internationalization and Taiwan’s becoming a WTO member, translation from one language to another has become an important link in making international commerce and exchanges possible. The professional translation services also become an industry that gains more significance each day. Aside from faithfulness, reliability and elegance of the translation, the process of collecting, communication, printing, delivery, payment and sequential services for the documents also significantly affect the service quality of the translation. Therefore, this study explores the Gap 5 of PZB model for service quality in a translation service firm as an example to identify the specific countermeasures for improvement of translation service quality. This study began by questionnaire survey based on the SERVQUAL scale, which is modified in respect to the translation service, conducted on the sample of the service’s customers to identify the gaps of service quality. In the second stage, the above survey results were discussed by managers and service staff in the focus-group way to find out the countermeasures for the service quality gaps. And thirdly, this study carried out in-depth interviews with supervisors in translation service to further analyze the feasibility of the proposed countermeasures. Questionnaire survey found that the five major gaps between the service quality expected and perceived by customers were, in their order, “whether the translation is appropriate in content and elegant in wording”, “whether the firm location is convenient to get to and to park”, “whether the document is appropriately edited, printed, bound and looks good”, “whether the content is completely translated” and “whether the firm keeps confidentiality of the content of customer’s document well”. The results of focus-group discussion found that a translation service should heed the affecting factors of Gap 1 to Gap 4 while remedying Gap 5. And the results of in-depth interview indicated that though the measures for mending the service cannot entirely satisfy the customers, they still can effectively increase customers’ intention to repurchase.
Masitenyane, Lehlohonolo Amos. "Examining customer-supplier relationships: customer service quality in a precast concrete manufacturing company." Thesis, 2010. http://hdl.handle.net/10352/103.
Full textThis study provides a framework for customer-supplier relationships and service quality measurement in a precast concrete manufacturing firm with the use of the universally accepted SERVQUAL model. Within an increasingly competitive precast concrete market, customer satisfaction is a critical goal for manufacturers of all types. Customer-supplier relationships and service quality were therefore investigated in this study. A quantitative research approach was used in the study to analyse the data. This approach enabled the researcher to obtain an accurate measure of all constructs that relate to service quality improvement for the particular concrete manufacturing firm amongst contractors, civil consultants, government institutions and end users. A sample size of 246 respondents from Gauteng Province was used. Descriptive statistics were used to explain the characteristics of sample data. In addition, factor analysis was used to condense the variables into five factors in order to capture the essence of service quality within a cementitious products organisation. Five dimensions, responsiveness, problem- solving, physical aspects, service personnel and physical appearance were extracted to measure service quality. Results showed that satisfied customers tend to re-patronise suppliers who enhance their service outputs provided to the customers. Thus it is imperative to enhance customer satisfaction and ultimately customer loyalty. These results suggest that improved service qualities can be useful for building customer loyalty and long- lasting relationships. The reliability analysis produced a Cronbach alpha which ranged from 0.700 to 0.815 which were deemed acceptable. The Pearson correlation analysis showed that service quality is associated with customers' future buying behaviour in terms of their decisions to purchase and recommend the supplier to others. Customers felt that service personnel were friendly, courteous and possessed the knowledge to answer customer questions. They exhibited a favourable image of the company and its services. This service dimension was ranked first in terms of importance by the customers therefore, the precast concrete manufacturer ought not be complacent but rather seek innovative ways in maintaining the service personnel dimension of service quality. The overall mean score of expectation of service quality by customers was 4.71. This indicates that the service provided by this company is satisfactory. It therefore suggests that, it is necessary for managerial intervention to prioritise in all these areas to develop a strategy of service quality improvement. Training of personnel is an essential component of service quality enhancement especially with complaints and the complaints-handling procedures. The management team of the organisation needs to play an active role in ensuring that all personnel are adequately trained and highly motivated to understand the user‟s specific problems and in the process to provide competent solutions to problems. Based on literature and results emanating from the empirical survey, these findings may assist the organisation in the enhancement of its service-quality levels. Hence, service-quality levels should be monitored carefully on a continuous basis.
Lin, Yi-Fan, and 林儀芳. "The Importance-Performance Analysis of Cell Phone Services: The Case Study in New Service Center of C Telecom Company." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/09987802228722017989.
Full text國立雲林科技大學
企業管理系碩士班
101
The purpose of the study was to investigate service quality by means of questionnaires Specifically, the researcher''s objective was to establish a model regarding the antecedents of service quality and its behavior consequences and to understand the degree and direction of impact. The PZB model was applied, and questionnaires was adopted to collect data. A totally of 200 questionnaires were sent out，and all were returned for a response rate of 100％. A statistical analysis was performed on the data. To analysis the questionnaires, the researcher used SPSS V14 .To analyze various categories of customer groups. The research also the Importance-Performance Analysis (IPA) method. The results suggested that the antecedents of customer satisfaction and service quality have impact on customer behavior. Such an understanding can help phone companies gain a competitive advantage by devising strategies to increase customer loyalty. Because this research has the potential to help phone companies establish service quality systems to improve customer satisfaction and increase loyalty. The information obtained will be provided to operators of the recreational telecommunications industry, who draw up the marketing strategy. The basis and reference for which may be the allocation of capital as a tool to analyze questionnaires. The results may be helpful to the management of a new service center .
Huang, Che-Chang, and 黃哲彰. "Sensation Service – A case study of improving service quality in H company." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/qmhf6n.
Full text國立臺灣科技大學
工業管理系
104
This thesis presents a case study about how one of car companies (H company) in Taiwan improved the service quality by introducing “sensation service” concept. First, the case study introduces service scenario of car purchasing and maintenance. Then, through the scenario, the concepts of “sensation service” are introduced. The implementations of utilizing “sensation service” in car sales and maintenance departments to improve the cus-tomer satisfaction are addressed. This thesis also includes the case study teach guide for academic teaching.
HAN, HSIU-JEN, and 韓修仁. "Service Innovation in Information Service Industry: A Case of Hua Sin Company." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/e54pex.
Full text亞洲大學
EMBA高階經理碩士在職學位學程
107
In the past, it was necessary to increase the opportunities for commercial exposure through communication and transmission between people. Nowadays, e-commerce has also benefited from advances in information technology and began to prevail in online purchases. Due to the characteristics of the information industry, enterprises can only obtain one-time income, personnel costs, and the number of customers is gradually increasing, making it difficult to control. Therefore, this study explores the service innovation of the information service industry with activity theory. The purpose of this study is: First, to explore the service innovation system of the information industry; Second, to solve the problem of one-time income. This study adopts the case study method, using Huaxin Information Company as a research case, conducting data analysis, and constructing a system analysis framework through the literature, thereby obtaining the service innovation architecture of the information service industry. This study obtains the following conclusions: First, service innovation architecture of the information service industry; Second, further analysis of customer purchase analysis data, and third, the model can solve the problem of SMEs.
Vandayar, Lalitha (Lynette). "Delivering service quality at Mediterranean Shipping Company." Thesis, 2005. http://hdl.handle.net/10413/9974.
Full textThesis (MBA)-University of KwaZulu-Natal, 2005.
Guo, An-Ge, and 郭安戈. "E-commerce Service Transformation Model, from Lighter Service to Heavy Service: A Case Study of A Company." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/r5ne64.
Full text龍華科技大學
企業管理系碩士班
104
The development of Internet technology promotes the rapid growth of e-commerce, resulting in many companies in China began their e-business transformation. However, due to the homogenization of e-commerce services, many companies who offer the same services seriously lead to price competition and affect the promising outlook of the market. Facing this difficulty, companies should have innovation, considered the best way to escape from the abysses and analyze the benefits of e-commerce platform. This study was conducted by using in-depth interviews with business executives. The data were collected and analyzed. Several findings were revealed. Firstly, e-commerce service transformation, from light to heavy service, needs to invest more resources, improve management systems, and enhance staff’s profession. It is transformed from the original “breadth” to “depth.” That is, it does not mean to serve more customers, but offers more services to existing customers. Secondly, to satisfy the conditions aforementioned, businesses require constant research and development, at any time offering new features and services to meet diverse customers’ needs, enhance customers’ value of consumption, and increase customers’ loyalty. Furthermore , the service staff through professional training needs to pay more attention to service quality rather than quantity, so that it can build trust between customers and service staff. Theoretical implications and suggestions are proposed for further studies and the e-commerce service industry.
Lin, Chi-Kang, and 林啟康. "Study on the Relationship among Service Quality, Social Network ＆ Satisfaction the Example of T company for Electric Power Inspection Services." Thesis, 2014. http://ndltd.ncl.edu.tw/handle/qrxy3y.
Full text國立臺北商業技術學院
商學研究所
102
In order to improve service quality and user satisfaction, most business operators focused on the issues like overall image, growth strategies, operating performance, organizational change management strategy, decision-making model and a measure of the contribution. Past scholars service quality, user satisfaction studies, from the user point of view there is little to discuss research user interactive communication and satisfaction direction, therefore, the present study lead to T's electrical inspection services, for example, ways to enhance business operators service quality, social networks and user satisfaction of motivation. This research literature review to T's use of voltage in high voltage (11,000 volts) or more users (or electrical technician) for the object, using a questionnaire, to understand the business tangible test facilities, test reliability, quality, inspection processing reactivity, service quality assurance testing, inspection services will meet five dimensions of care, etc., and in three dimensions of social influence of social networks, network centrality, solidarity, etc., confirm each service quality impact on user satisfaction, the impact of service quality and satisfaction of social networks by the impact of social networks on user satisfaction, and to make specific recommendations as T corporate decision-making reference period can be improved, overall satisfaction. Validation results show that service quality has a positive effect on customer satisfaction, service quality has a positive impact on social networks, social networks have a positive effect on customer satisfaction. Also finishing summarized the research findings, theoretical and practical implications, limitations and future research proposals.
Lai, Cheng-Hung, and 賴政宏. "A Study On Service Process And Customer Satisfactions In Car Repair And Maintenance Services-Using Company M As An Example." Thesis, 2019. http://ndltd.ncl.edu.tw/cgi-bin/gs32/gsweb.cgi/login?o=dnclcdr&s=id=%22107NCHU5457026%22.&searchmode=basic.
Full text國立中興大學
高階經理人碩士在職專班
107
Abstract In recent years, the sales volume of imported cars in Taiwan has increased year by year. At the same time, the average time for car change by Taiwan owners has been extended, and the number of maintenance of cars has also increased. The automobile maintenance service industry has entered a fierce competition, and after-sales maintenance/maintenance has become the management of automobile dealers. Therefore, customer satisfaction will be the operating indicators of the car repair service plant. All service processes that help to achieve high customer satisfaction, improve service quality, and service activities that increase customer satisfaction with contact points are all part of customer service. This paper refers to the SERVQUAL scale proposed by Parasuraman, Zeithaml and Berry (1991) and incorporates J. D. Power''s questions about the “Taiwan After-sales Customer Satisfaction Survey” to make the questions more complete. Using case analysis methods to explore customer satisfaction with the service quality of auto repair service plants, and to use IPA analysis to explore the key quality attributes of service plants, in order to improve the service blueprint of the case service plant. This paper hopes that this research can not only improve the customer satisfaction of the case repair service factory, but also enable employees to perform service operations according to the service blueprint, and further improve the customer loyalty of the case maintenance and repair factory. The results of the study found that the difference between the emphasis on service quality and satisfaction is the top five. The first five are "maintenance services for technicians, one repair", "easy maintenance/maintenance appointments", "when arriving at the service factory, the service specialist will "Serve me quickly", "Complete repair/maintenance within the time promised", "The service specialist will not be busy enough to respond to my request." The key quality attributes are "completed repair/maintenance in the original promised time", "technician provides repair service, once completed", "when arriving at the service factory, the service specialist will promptly serve me", "into the factory repair / Before the maintenance, provide me with the estimate or inform the required fee", "The service specialist will not be unable to respond to my request due to being busy", "The service specialist will inform me of the progress and condition of repair/maintenance", "Before maintenance/maintenance, Provide a repair order, "The Commissioner and I confirm the additional repairs/maintenance items and expenses", and "easy maintenance/maintenance appointments".
Lin, Shih-chieh, and 林士傑. "Service Quality Research of Post-Sales Service Center - Case Study on A Company." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/xqk52p.
Full textKuo, Gordon, and 郭孝文. "Information risk management in financial service industry - the case of financial service company." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/43533333864756883101.
Full textWang, Kuan-Ju, and 王莞茹. "New Service Development Model for Property Management Company." Thesis, 2010. http://ndltd.ncl.edu.tw/handle/38633674016684203693.
Full text淡江大學
土木工程學系碩士班
98
Due to the nature of service orientation, high service quality is commonly pursued by property management companies (PMCs). Generally, the professional services provided by PMCs could be summarized into three categories, namely (1) Building/Facility maintenance, (2) home-life/commercial-added services, and (3) real assets management. Variant services would be necessarily provided to meet heterogeneous clients’ requirements. Accordingly, not only basic/common services respectively within each category need to serve, but new/creative services are essential for keeping PMCs’ competition advantages. To this end, a three-dimension property management service architecture was proposed to generate the new service development model for PMCs. In the model, using the service map, the x-y plan of the property management architecture which is a graphical service positioning tool created by this study, Demand Service Map (DSM) and Providing Service Map (PSM) can be generated to delineate clients’ service requirements and PMCs’ service providing focuses respectively. Then, the service vacancy can be discovered with overlapping analysis between DSM and PSM. Accordingly, the new service product with its context, the z dimension of the property management service architecture, can finally be designed corresponding to the service vacancy by using axiomatic design methodology and service blueprint philosophy. Finally a real case study was illustrated to validate the feasibility of the proposed method in this research.
CHUNG, WEN-JUN, and 鐘文均. "The Prospectus of a Household Service Management Company." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/2373e6.
Full text朝陽科技大學
企業管理系
106
The housekeeping industry faces the vicious competition market condition in this decade. For getting rid of these kind vicious scenario. This research proposes an innovative business model for housekeeping industry by adopting the mindset of floral design to handle the procedures before starting each service and emphasizes the customer's personalized service needs accurately. Via the aesthetic point of view of floral design, it will reconstruct the pre-examination procedures for housekeeping service and receive accurate information about inspecting the key points and quality items that the customer cares about, we also adopt the mindset of floral aesthetics to enhance performance of the house cleaning skills training system. Besides, for realizing the expected performance and quality of the pre-examination procedures for housekeeping service, we will adopt the Augmented Reality (AR) technology as tools for quality assurance. We wish that the traditional housekeeping industry can get rid of the low-level impression, create attractive quality items for home cleaning services, to reshape a professional image.
Fan, Ya-Ching, and 范雅晴. "Explore the Internal Services of Corporate Human Resources Department from the Perspective of Service Innovations: A Case Study of Company A." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/p8bx3y.
Full text國立政治大學
科技管理與智慧財產研究所
107
According to Manpower Group’s research, the phenomena of talent shortage have become severe in Taiwan. Plenty of studies indicate that “talents” are the core of an enterprise; thus, the company should focus more on this issue. Enterprises can manage these human capital effectively by taking good human resources practices; many researchers point out that the department of human resources is a sector providing services to other departments’ members (refer to internal customers) in the perspective of internal marketing; hence, in order to sustain the competitive advantages of the enterprise, the department of human resources should pay more attention to the services they provide. However, most of the researches related to the internal service focused more on the frontline employees in terms of research subjects, and overlooked other internal customers; In addition, in regard to research topic, they seldom placed emphasis on internal service process and its innovation, and focused mostly on service quality and satisfaction instead. Furthermore, the topics of “service innovation” has aroused much attention when mentioning “service”, but past studies concerning service innovation mostly focused on service industry and external customers. That means the issue of how manufacturing firms can provide effective internal service has been ignored. Therefore, to make up for the above gaps, we combine the concepts of internal service and service innovation, and explore “internal service innovation model”, “internal new service processes” and “the main factors affecting internal new service processes”. Meanwhile, we select Company A which is big-scale and innovative for the case study in depth. In the end, we come up with main preliminary conclusions as follows: (1)The central human resources department will develop internal service innovation with HR account service collaboratively in order to solve particular problems or provide better services. Meanwhile, in the project which scales large and draws more attention from the executives, the new client surface will be workshop or meeting. Also, in terms of new service delivery, it will focus on the enhancement of individuals’ ability and the frequency of communication. (2)The processes of internal new service development in human resources department include “ideas development and goals setting”, “internal service design and prototype”, “internal service test and development” and “internal service launch” sequentially, and are very similar to the general new service development processes. (3)In the processes of internal new service development in human resources department, the format of “service improvement” will change in different stages. In the “internal service design and prototype” stage, it will rely on the feedbacks of partial tests if the project scales large and draws more attention from the executives. In the “internal service test and development” stage, the service will be improved by testing in the human resources or internal customers’ departments. However, if the project scales relatively small, it will be tested through meeting. (4)The main factors affecting internal new service processes will be organizational culture, supervisors’ support and project leader’s personality in the stage of “ideas development and goals setting”; and will be project leader’s ability of conceptualizing, the participation of internal customers or their representatives, and cross-functional communication and integration in the stage of “internal service design and prototype”; and will be recognition of stakeholders in the stage of “internal service test and development”. Based on the above conclusions, theoretical implications, practical and further research suggestions are provided for both future researchers and practitioners.
HSIUNG, HSU PO, and 許博雄. "Study on Service Marketing of Funeral Service Agencies –A Case Study of Company A." Thesis, 2007. http://ndltd.ncl.edu.tw/handle/14102860961218080114.
Full text樹德科技大學
經營管理研究所
95
In the past, the services provide by funeral service agencies were not open and transparent to the deceased’s family. The deceased’s family usually had no choice but to accept the services provided by such agencies. In 1994, the funeral service industry started to employ an enterprise-type management and stepped into an era of reformation. As a result, the doubts about rationality, product quality, service and service quality of funeral service consumption were dispelled step by step. In order to understand the effect of the above-mentioned solution, the Study takes a funeral service agency as an example to analyze the major makings for its successful management in the last three and half years. Against the backdrop, the Study takes some 1,027 families serviced by the case company in the past three and half years as its subjects. The study framework comprises three parts: service quality, service marketing and demographic variables, and the five-point Likert scale is employed for measurement and questionnaire design. Moreover, quantitative questionnaires are distributed for research purposes. The survey responses are analyzed by the SPSS10.0 statistical software package, the sample structure is studied by descriptive statistics, and the scale constructs are distinguished by factor analysis, in order to understand potential characteristics of consumers’ demand for funeral services. Additionally, the effect of different demographic variables on service demands is analyzed by statistical variation, and the correlation among the services provided by the case company is analyzed by correlation and regression analysis, in order to understand consumers’ satisfaction with service quality of the case company and the importance consumers attach on service marketing. Furthermore, the Study tries to examine whether the SERVQUAL scale established by PZB is perfectly suitable to consumers of funeral services, in order to set up a service marketing model that caters for consumer’s needs and further becomes a marketing reference for the case company as well as other funeral service agencies. According to the findings, demographic variables don’t have an absolute influence on service quality and service marketing, while service quality is not highly related to service marketing. Besides, after some adjustments, the SERVQUAL scale established by PZB proves to be suitable to research on service quality of funeral service agencies. In addition to maintaining the status quo, the case company should pay great attention to after-sale services and customer relationship management for the sake of sustainable operation.
Chen, Yun-Chen, and 陳泳蓁. "Applying Importance-Performance Analysis to Explore Service Center Service Quality of Life Insurance Company." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/66p4mv.
Full text國立高雄應用科技大學
金融系金融資訊碩士在職專班
106
In order to discuss the service quality of service center of the life insurance company ,this paper uses cross-analysis, independent sample t-test, single-factor variance analysis, and IPA analysis to explore how demographic variables affect the importance and satifaction of service quality of service center. The empirical results show that there is a significant difference in the tangibility of gender and importance, and there is a significant difference in the tangibility of gender and satisfaction. There was a significant difference in the caring nature of marriage and importance, and there was no significant difference in satisfaction. There is a significant difference in the overall variables of age and importance and the partial variables of satisfaction. All education levels and importance are significant differences. There is a significant difference in the tangibility of the monthly income and the importance of responsiveness, assurance and satisfaction, and the reactive variables. How long have the policyholders going to the company show significant differences in the tangibility, responsiveness, responsiveness, and assurance of the tangible, reactive, assurance, and satisfaction of the importance of the insurance. The priority improvement items in the IPA analysis of the service center service quality are that the life insurance company can reach the service of the policyholder on time, the life insurance company will consider the best interests of the policyholder as the priority and the life insurance company can actively contact the policyholder. The minor improvement project provides facilities and diversification for life insurance companies, and the convenience of transportation facilities and parking near life insurance companies, life insurance companies can provide appropriate services for the first time, and life insurance companies can give me a sense of trust. And life insurance company employees have good professional knowledge. The importance and satisfaction of the service quality of the life insurance company center was discussed using the IPA analysis method. According to the research results, it was proposed that priority should be given to improvement and minor improvement. This will serve as a reference direction for future company service business strategies and improvement plans.
Hong, Yu-lien, and 洪瑜蓮. "The Aelationships Amony Service Failure,Service Recovery and Satisfaction--a Case Study of A Company." Thesis, 2011. http://ndltd.ncl.edu.tw/handle/00969654575013810509.
Full text南華大學
出版與文化事業管理研究所
99
In recent years, as people improve the quality of life, and maintenance of the popularity of the concept of skin care products from the past life of luxury has changed for women in the indispensable necessity. Consumers are not only significant cosmetic changes to the young, and male users increased also. Therefore, in such a huge market, including a variety of local and foreign brands, the competitive advantage of local brands, which rely on professional services of beauticians, thus, the issues of service recovery in the service vendors has gradually been seriously; Perfect remedy will help to retain customers. Therefore, further explore the service failure and the remedy is very important issue of cosmetics counter. The case is in the country with a history of more than 35 years of the company as the cosmetics counter. Through literature review and case analysis of the interviews and the survey method combined. Survey analysis found that, when service failure occurs, the "vendor clearly explain to consumers the reasons for what happened negligence" and "immediately come forward to assist in charge" and other methods of psychological compensation, or "compensation for certain value of our products" the other physical compensation all can be an effective way to achieve the effect of service recovery. In this article, make recommendations based on research findings, expected to provide vendors as a service improvement strategies.
LEE, SUNG-HUEI, and 李崧暉. "Research on Telecom Service Providers Value-added Service Strategy-A Case Study of T Company." Thesis, 2019. http://ndltd.ncl.edu.tw/handle/w4b24u.
Full text輔仁大學
科技管理學程碩士在職專班
107
This study explores the value-added services provided by Taiwans three major telecommunications system providers, and analyzes the value-added services provided by the three major players. The telecom operators provide differentiated services to users, create brand value, and develop high-margin and high value-added services. Comparing the non-competition services, integrating the resources within the company, and expecting the case companies to create industry-leading services will be the focus of this study. This study uses case analysis, in-depth interviews, analysis of case companies, inter-operating action value-added services and strategies, and interviews with industry service personnel, providing insights from an industry perspective, and many years of research professors in the telecommunications industry. From outside the perspective of experts, provide different thinking. The results of this paper show that digital value-added services have become the growth kinetic energy of major telecom revenues. The integration of mobile telecom, cable networks and digital TVs is an unstoppable trend, and the role of mobile telecom operators is becoming more diverse. The ecology has also become more complicated. Telecom Sanxiongs resource similarity and market share are high, with high-tech thresholds and abundant resources, and funds to win. The use of strategies, competitive actions and responses are mutually antagonistic. The most competitive actions are mergers and acquisitions, alliances, and Providing innovative services and publicly announcing goals and policies is the main strategy. Researchers believe that only by providing personalized, regional and differentiated content, coupled with a quality online environment, can meet the needs of users. Future orientation, layout 5G, find applications from vertical market, expand cloud data center, introduce more services, set up edge cloud, perform edge computing, provide faster service, explore big data applications, analyze in the market, and add value to service marketing Increase, promote user acceptance, cross-industry cooperation, and explore killer applications.
Chiang, Chih-Yuan, and 姜智淵. "T.Q.M. Concept Evaluation Model of Industrial Design Service Company." Thesis, 2000. http://ndltd.ncl.edu.tw/handle/27277850512283293571.
Full text大葉大學
工業設計研究所
88
Because of the special industry environment, we just control the quality of end product on production phase. Some would think about this quality problem at the beginning of design. But always take notice of the process of production or the skill of production. If we want to carry through T.Q.M., we would define the starting point at first. We have to understand the need of consumer, then transform the need to be the main item of quality. As follows, we would create the better quality. Just thinking of the process production never made cost down and increase the value of product. The best way is how to carry though T.Q.M. from the concept phase. We have to make the impersonal scale to estimate high quality concept. As that way, we could find out the suitability concept then keep going. We want to develop the “T.Q.M. Concept Evaluation Model of Industrial Design Service Company” to help Industrial Design Service company to complete all high quality case efficient on the concept development phase. No longer to be a independent apartment but work together on a project but doing different things with clients. Leading product design to the domain of T.Q.M.