Rozprawy doktorskie na temat „Quality of Service”
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Sheppard, Lorraine. "Service quality in professional health services /". Title page, contents and abstract only, 1998. http://web4.library.adelaide.edu.au/theses/09PH/09phs5495.pdf.
Pełny tekst źródłaIncludes one computer disk in Work 6 format. System requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor. Includes bibliographical references (leaves 241-270).
van, Ree H. J. "Service quality indicators for business support services". Thesis, University College London (University of London), 2010. http://discovery.ucl.ac.uk/19902/.
Pełny tekst źródłaBell, Louise. "Developing service quality and auditing in health services". Thesis, University of Kent, 1999. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.310272.
Pełny tekst źródłaAhmed, Zeeshan. "Quality of service in Wimax for multimedia services". Nantes, 2013. http://www.theses.fr/2013NANT2029.
Pełny tekst źródłaThe IEEE 802. 16 standard is an important broadband wireless access technology. It supports variety of applications with different, often conflicting, QoS needs. Therefore, effective QoS mechanisms are important in 802. 16 networks. The standard incorporates a QoS architecture that specifies various QoS components and their functions. However, it does not specify the algorithmic details of some important components, such as packet schedulers and connection admission control (CAC). In this dissertation, we provide a two-level scheduling algorithm (TLSA) for uplink packet scheduling. At the first level, an inter-class scheduling algorithm distributes bandwidth among various classes of traffic according to their QoS needs and available resources. The inter-class scheduling algorithm enforces service class priority order and prevents starvation of lower priority flows. Then at the second level, various class-specific algorithms distribute bandwidth among connections of the associated class. The class-specific algorithms make sure that at least the guaranteed service level is provided to each connection and the bandwidth allocation is fair. We also propose a CAC scheme and several components that facilitate the operations of the proposed scheduling algorithm. Furthermore, we developed a TLSA based video transmission framework (VTF) that can transmit H. 264 video streams over 802. 16 networks. The proposed algorithms were extensively validated by simulations in Qualnet. The simulation results validate the efficiency and fairness of the proposed algorithms. Furthermore, the results reveal that VTF can efficiently transmit video streams
Efendic, Elvira, i Sabina Lajiq. "Service Quality : A research on how recruitment companies secure service quality". Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19422.
Pełny tekst źródłaLaghari, Khalil ur Rehman. "On quality of experience (QoE) for multimedia services in communication ecosystem". Thesis, Evry, Institut national des télécommunications, 2012. http://www.theses.fr/2012TELE0008/document.
Pełny tekst źródłaToday, the fulfillment of customer demands and user experience requirements are becoming the main differentiators for gauging the effectiveness of telecom operators and service providers. In this competitive market, the poor Quality of Experience (QoE) leads to a chain reaction of negative word of mouth, pushing customers into the arms of waiting competitors. Therefore it is important for service providers to ensure superior quality of experience in order to avoid customer disloyalty and negative reputation. QoE is a fast emerging multi-disciplinary field focused on understanding overall human quality requirements from different angles such as technology, business and context of use. The first and foremost challenge is to understand how different influencing characteristics related to business, technology, and context influence human behavior. In this thesis, initial work addresses this challenge of understanding the influence of disparate domains over QoE. A consolidated QoE interaction model is proposed which links disparate domains (human, business, technology, and context) to understand overall human quality of experience requirements. Then taxonomy is presented for QoE interaction model. Second contribution in this thesis is based on the first and its main objective is to capture and analyze QoE data through user studies. Based on user data, the influence of technological, contextual and business parameters over QoE are evaluated. Different multimedia services were selected for user study such as video streaming service, telephony (VoIP and PSTN), and 3D audio teleconferencing service. Depending upon multimedia service, different aspects were considered during each user study such as types of multimedia service parameters (QoS, content, context), the types of QoE metrics (subjective, objective cognitive or both), human characteristics (age, gender etc), and human roles (user, or customer). These findings help in understanding the link between QoE and other influencing domains. The third contribution is based upon ongoing work of developing QoE based tools for video streaming services. Two QoE based tools for the assessment of multimedia services have been presented in this thesis, their main functions are to capture, analyze and report QoE metrics in real time. These QoE tools are useful for real time measurement of QoE metrics
FREITAS, MIGUEL DE ANDRADE. "QUALITY OF SERVICE ON INTERNET SERVICE PROVIDERS". PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2004. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=5031@1.
Pełny tekst źródłaThe development of Quality of Service (QoS) architectures for the Internet is a problem that has received significative attention recently. The large scale deployment of such architectures has being blocked by several reasons, such as, the dificulty in establishing Service Level Agreements (SLA) of QoS policies between users, Internet Service Providers (ISP) and operators, and the lack of mechanisms on the network to request services with quality guarantees. Despite of not having access to a service that can guarantee certain levels of performance per aplication, the Internet users are getting more and more concerned about the network quality. That can be confirmed by the number of users that are migrating to the broadband Internet access. The ISP´s, specially the broadband ones, must take measurements to manage their resources to satisfy the users´ expectations of quality and stay competitive on the market. In this work, problems have being identified at the processes used by a broadband ISP, the MLS Wireless. With the old system, certain situations could cause the denial of service due the number of simultaneos connections or degradation and increased latency due the lack of fairness to share the network resources. This work suggests some solutions for these deficiencies, implementing and analyzing their effectiveness. To fix the denial of service, we suggest the limitation of resources per user, so that the total capacity won´t be depleted. To have the resources more fairly distributed among the users, a new mechanism of sharing is implemented, based on a discipline named SFQ (Stochastic Fairness Queueing). The results show that those modifications have being effective. The time to access services like WWW and e-mail during congestion periods was drasticaly reduced, in some cases, from about 1 minute to less than 10 seconds.
Taneja, Mukesh. "A service curve approach for quality of service management in integrated services networks /". Diss., Connect to a 24 p. preview or request complete full text in PDF format. Access restricted to UC campuses, 1998. http://wwwlib.umi.com/cr/ucsd/fullcit?p9914079.
Pełny tekst źródłaField, Daniel James. "Profit through product quality and quality service". Master's thesis, This resource online, 1991. http://scholar.lib.vt.edu/theses/available/etd-02162010-020036/.
Pełny tekst źródłaLaghari, Khalil ur Rehman. "On quality of experience (QoE) for multimedia services in communication ecosystem". Electronic Thesis or Diss., Evry, Institut national des télécommunications, 2012. http://www.theses.fr/2012TELE0008.
Pełny tekst źródłaToday, the fulfillment of customer demands and user experience requirements are becoming the main differentiators for gauging the effectiveness of telecom operators and service providers. In this competitive market, the poor Quality of Experience (QoE) leads to a chain reaction of negative word of mouth, pushing customers into the arms of waiting competitors. Therefore it is important for service providers to ensure superior quality of experience in order to avoid customer disloyalty and negative reputation. QoE is a fast emerging multi-disciplinary field focused on understanding overall human quality requirements from different angles such as technology, business and context of use. The first and foremost challenge is to understand how different influencing characteristics related to business, technology, and context influence human behavior. In this thesis, initial work addresses this challenge of understanding the influence of disparate domains over QoE. A consolidated QoE interaction model is proposed which links disparate domains (human, business, technology, and context) to understand overall human quality of experience requirements. Then taxonomy is presented for QoE interaction model. Second contribution in this thesis is based on the first and its main objective is to capture and analyze QoE data through user studies. Based on user data, the influence of technological, contextual and business parameters over QoE are evaluated. Different multimedia services were selected for user study such as video streaming service, telephony (VoIP and PSTN), and 3D audio teleconferencing service. Depending upon multimedia service, different aspects were considered during each user study such as types of multimedia service parameters (QoS, content, context), the types of QoE metrics (subjective, objective cognitive or both), human characteristics (age, gender etc), and human roles (user, or customer). These findings help in understanding the link between QoE and other influencing domains. The third contribution is based upon ongoing work of developing QoE based tools for video streaming services. Two QoE based tools for the assessment of multimedia services have been presented in this thesis, their main functions are to capture, analyze and report QoE metrics in real time. These QoE tools are useful for real time measurement of QoE metrics
Fakhoury, Walid Khaled Hassan. "A comparison of service and non-service determinants of carers' satisfaction with palliative care services". Thesis, University College London (University of London), 1994. http://discovery.ucl.ac.uk/1317786/.
Pełny tekst źródłaKwok, Ka-yan, i 郭嘉欣. "Quality of service of tram services in Hong Kong". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2011. http://hub.hku.hk/bib/B48187744.
Pełny tekst źródłapublished_or_final_version
Transport Policy and Planning
Master
Master of Arts in Transport Policy and Planning
Taylor, Teresa Brooks. "Service-Learning as a Quality Initiative for K-12". Digital Commons @ East Tennessee State University, 2006. https://dc.etsu.edu/etsu-works/3643.
Pełny tekst źródłaChiang, Kung-wai George. "A study of service quality in concurrent quality property management services in Hong Kong /". View the Table of Contents & Abstract, 2005. http://sunzi.lib.hku.hk/hkuto/record/B35808627.
Pełny tekst źródłaChiang, Kung-wai George, i 蔣公緯. "A study of service quality in concurrent quality property management services in Hong Kong". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2005. http://hub.hku.hk/bib/B35808627.
Pełny tekst źródłaAl-Ali, Rashid J. "Quality of service management in service-oriented grids". Thesis, Cardiff University, 2005. http://orca.cf.ac.uk/55995/.
Pełny tekst źródłaHollis, Charles. "Service quality evaluation in internal healthcare service chains". Thesis, Queensland University of Technology, 2006. https://eprints.qut.edu.au/16267/1/Charles_Hollis_Thesis.pdf.
Pełny tekst źródłaHollis, Charles. "Service quality evaluation in internal healthcare service chains". Queensland University of Technology, 2006. http://eprints.qut.edu.au/16267/.
Pełny tekst źródłaZhang, Dos Santos Jia Jun (Jessica). "A comparative analysis of service quality dimensions in six service industries". Thesis, University of Bedfordshire, 2000. http://hdl.handle.net/10547/339050.
Pełny tekst źródłaFarmahini, Farahani Aliakbar, i Emil Törmä. "Assessment of customers' service quality expectations : Testing the 'Hierarchical Structure for Airport Service Quality Expectations' in a Swedish context". Thesis, Umeå University, Umeå School of Business, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-35043.
Pełny tekst źródłaThe ‘Hierarchical structure for airport service quality expectations’ model originally comes from theory of service quality assessment and was created by Fodness and Murray in 2007 after a study at six U.S. airports. It reveals the most important factors that comprise service quality. This thesis tested the model in a Swedish context with an empirical study among passengers at two Swedish airports; Arlanda and Umeå. With the help of literature, the empirical study, and reasoning, the original model has been modified by the authors of this thesis. There are minor modifications but the three main factors remain as they were in the original model, namely function, interaction, and diversion.
Chan, Yan-sum Danny. "Quality service in Hongkong post /". Hong Kong : University of Hong Kong, 1998. http://sunzi.lib.hku.hk/hkuto/record.jsp?B19876713.
Pełny tekst źródłaJäger, Michael C. "Optimising quality of service for the composition of electronic services". [S.l.] : [s.n.], 2006. http://opus.kobv.de/tuberlin/volltexte/2007/1472.
Pełny tekst źródłaFlo, Arnfinn. "User-Perceived Quality of Service in Video on Demand Services". Thesis, Norwegian University of Science and Technology, Department of Telematics, 2006. http://urn.kb.se/resolve?urn=urn:nbn:no:ntnu:diva-9494.
Pełny tekst źródłaVideo on Demand (VoD) is an Internet service with a growing appeal to the mass market, and is of increasing importance to Internet service providers' revenue. This master's thesis presents a subjective assessment on the user-perceived quality of service of an imaginary VoD service. By implementing the SAMVIQ methodology of subjective video quality assessment, the state of the art video codec H.264/MPEG-4's resilience to packet loss is examined. Through the recreation of several residential usage scenarios, different amounts of packet loss is added to H.264/MPEG-4 content encoded at diversified bitrates. The results suggest that random packet loss rates above 0,1% deteriorates the perceived quality to such an extent that it is not acceptable to the end-user. High-bitrate encoded content is relatively more affected than low-bitrate content, and bursty packet loss is preferred to loss categorized as non-bursty.
Lawley, Richard A. "Chained negotiation for quality of service in distributed notification services". Thesis, University of Southampton, 2005. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.423032.
Pełny tekst źródłaOyler, Melvin Robert. "Dynamic distribution services and demand contingent quality of service policies /". Thesis, Connect to this title online; UW restricted, 1997. http://hdl.handle.net/1773/8769.
Pełny tekst źródłaSouthard, Robyn Nicole. "Employee engagement and service quality". Pullman, Wash. : Washington State University, 2010. http://www.dissertations.wsu.edu/Thesis/Spring2010/R_Southard_042010.pdf.
Pełny tekst źródłaTitle from PDF title page (viewed on July 13, 2010). "Department of Political Science." Includes bibliographical references (p. 28-31).
Campbell, Andrew T. "A quality of service architecture". Thesis, Lancaster University, 1996. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.337575.
Pełny tekst źródłaIngram, D. "Integrated quality of service management". Thesis, University of Cambridge, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.604934.
Pełny tekst źródłaChan, Yan-sum Danny, i 陳仁深. "Quality service in Hongkong post". Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 1998. http://hub.hku.hk/bib/B31268602.
Pełny tekst źródłaRobertson, Katina. "Ensuring Quality Consumer Service Encounters". Thesis, Walden University, 2018. http://pqdtopen.proquest.com/#viewpdf?dispub=10827921.
Pełny tekst źródłaCounterproductive employee behaviors are inevitable, unpredictable, and widespread in the U.S. retail industry. The purpose of this multiple case study was to explore U.S. midlevel retail leadership strategies used to prevent and correct employee behaviors that sabotage quality service encounters. Gilbert’s behavior engineering model, which links employee behaviors to performance, was the framework used in this study. The data-collection process comprised 7 semistructured interviews with midlevel retail leaders, online company documentation, and researcher observations and assisted in achieving methodological triangulation. Member checking ensured the accuracy of participant responses, while Moustakas’ modified van Kaam method was used to guide the data analysis process. Making the customer service experience special, employee rudeness and bad attitudes, and leading by example were the primary emergent themes. The participants revealed key behavior intervention and corrective strategies prior to termination consisted of only 2 steps: coaching or 1-on-1 discussions and formal training. The findings of this study may contribute to retail business practices by expanding existing leadership strategies to engineer employee behaviors that produce consistent quality service encounters, empower employees, improve consumer satisfaction, and increase retail profitability and competitiveness. Resultant retailers’ profitability and consumer satisfaction may contribute to social change by directly impacting the U.S. gross domestic product, local communal tax base, and reinforce human civility throughout the retail industry.
Schnabel, Elaine Barbetta. "Quality in service and industry". Instructions for remote access. Click here to access this electronic resource. Access available to Kutztown University faculty, staff, and students only, 1994. http://www.kutztown.edu/library/services/remote_access.asp.
Pełny tekst źródłaRobertson, KATINA. "Ensuring Quality Consumer Service Encounters". ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5411.
Pełny tekst źródłaPitt, Marelise. "SERVQUAL in an internal nonprofit market : psychometric issues". Thesis, Cape Technikon, 1999. http://hdl.handle.net/20.500.11838/2095.
Pełny tekst źródłaQuality of service, as perceived by the customer, has been shown by research to be a critical factor contributing to organizational performance in recent years. Therefore, the management of service quality is a key variable, and for service quality to be managed, it has to be measured. There have been significant advances in the measurement of service quality in the past fifteen years, resulting in a stream of research, mostly concentrating on the external customers of profit-seeking firms. A key factor driving this research was the development of an apparently reliable, valid instrument for the measurement of service quality. This instrument called SERVQUAL, was developed by US researchers A. "Parsu" Parasuraman, Valarie Zeithaml and Len Berry. It has spawned an enormous debate in the marketing literature, leading to the further exploration and refinement of the dimensions of the service quality construct. While the use of SERVQUAL has been extensively investigated in external markets, and in for-profit firms, less attention has been given to its use, and more importantly, its reliability and validity in internal markets, and in not-for-profit organizations. These settings are becoming increasingly important from a services marketing perspective. Internal markets (where fellow employees are also customers) are being subjected to market testing, and many services previously provided within the organization are being outsourced. In order to survive, many functions such as information systems, training, catering and cleaning are being forced to market their services internally, and this includes assessing service quality, and improving it. Likewise, private and public nonprofit organizations are coming under increasing scrutiny, as donors and taxpayers alike become evermore concerned about the value gained from the expenditures made by these organizations with their funds. In this study, the SERVQUAL instrument was used to measure service quality as perceived by the internal customers of a large IT department within an extensive government organization. The main objectives of the study were to assess the psychometric properties of the SERVQUAL instrument in this setting. It was found that SERVQUAL generally performs well under these circumstances, with regard to reliability, construct, convergent and nomological validity. However, the instrument appears to be problematical in terms of discriminant validity. This is probably less attributable to the measurement situation as to the instrument itself, for the finding mirrors evidence from the literature. The study also identifies implications for management, and opportunities for future research.
Lekhelebana, Vuyokazi Anneline. "Improving service quality at automotive dealerships". Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1017204.
Pełny tekst źródłaArdon, Sébastien. "Intégration de l'utilisateur dans la gestion de la qualité de service pour des environnements hétérogènes". Paris 6, 2002. http://www.theses.fr/2002PA066013.
Pełny tekst źródłaSultana, Sarmin, i Shohel Rana. "Service Quality : (Service Gap Analysis) A case study - "Komvux"". Thesis, Högskolan på Gotland, Institutionen för humaniora och samhällsvetenskap, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1073.
Pełny tekst źródłaLi, Yi-Min. "A service quality performance evaluation model for hotel service". Thesis, University of the West of Scotland, 1995. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.283048.
Pełny tekst źródłaCarlsson, Therese, i Hussain Kabir Md. "Service Quality : Expectations, perceptions and satisfaction about Service Quality at Destination Gotland - A case study". Thesis, Gotland University, School of the Humanities and Social Science, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-643.
Pełny tekst źródłaThis thesis is discussing and analysing expectations and perceptions about service quality in Destination Gotland. The aim is to analyze and research about the role of service quality for creating customer satisfaction and we want to find out the gap between expectations and perceptions through the customers point of view. The difference between expectations and perceptions can be described as satisfaction or lack of satisfaction. The specific questions that are researched in this thesis are:
- What expectations does customer have on Destination Gotland’s service quality to become satisfied?
- What perceptions does customer have about the service quality at Destination Gotland?
- What are the differences between expectations and perceptions (gap 5 in the SERVQUAL-model)?
The survey is constructed as a case-study and is based on the quantitative method. The results from the different dimensions show that there is a gap between expectations and perceptions which means that the customers are not fully satisfied about the service quality at Destination Gotland. On the other hand, the main respondents said yes on the question if they think the service meet their expectations. From the overall result in the statements we can see that there are several gaps between expectations and perceptions which means that the service quality do not fully meet the expectations. The result shows a total gap at -0,39.
Lindberg, Markus, i Emma Löfgren. "Service Quality and Customer Preferences : A study of interactional service quality in the airline industry". Thesis, Umeå University, Umeå School of Business, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-26029.
Pełny tekst źródłaIn recent years, large efforts have been put on enhancing effectiveness in organizations. No resources are dispensable, and a dollar saved is a dollar earned. This is probably something that is rather easy to compute and control within the production sector. However, the service sector is another thing, how do we squeeze everything out of the resources in service organizations? This question caught our interest, and made us want to investigate the subject in the context of the airline business, and especially in its interaction with passengers.
We have asked 100 respondents of their opinions of interaction with the airline when traveling by air – from the booking step to disembarking of the aircraft. The respondents were asked about what different attributes they thought were important in every step, and in relation how their real experience really was. By comparing these two factors, we can present the differences between desired and perceived levels of service quality, regarding the interaction with airlines.
Six hypotheses were stated prior to our work. The results were rather expected, with a few exceptions. Our regression analysis told us that we could statistically verify almost everything we had assumed, but falsify parts of some hypotheses. For instance, friendliness in interaction is extremely appreciated throughout the entire process. How is that observed in reality and to who is that necessary? Read the study to find out.
Tanzer, Steve, i n/a. "Quality service : what is it?, can it improve the delivery of government services?" University of Canberra. Administrative Studies, 1995. http://erl.canberra.edu.au./public/adt-AUC20061109.121531.
Pełny tekst źródłaSheppard, Lorraine 1962. "Service quality in professional health services". 1998. http://web4.library.adelaide.edu.au/theses/09PH/09phs5495.pdf.
Pełny tekst źródłaShu-Yi, Huang, i 黃淑宜. "The Impact of Service Convenience on Service Quality in Cash Card Services". Thesis, 2004. http://ndltd.ncl.edu.tw/handle/04492000746819610435.
Pełny tekst źródła大葉大學
工業關係學系碩士班
92
Based on the service convenience concept (Berry et al., 2002) and overall affect model (Dabholkar, 1996), the study is to explore the influences of cash card consumer’s service convenience perception on the evaluation of service quality when technologies infuse service encounters. The results are as follows: 1.When attitude toward using technological products is positive, consumers will have positive perception on postbenefit convenience. 2.When the need for interaction with the service employee is important, consumers will have positive perceptions on easy to access, transaction and postbenefit convenience. 3.When the perceptions of transaction and postbenefit convenience are high, consumers will have positive perception on service quality. 4.When attitude toward using technological products is positive, consumers will have positive perception on service quality. 5.When the need for interaction with the service employee is important, consumers will have positive perception on service quality. Key Words:cash card, service convenience, self-service technology, service quality
Sheppard, Lorraine 1962. "Service quality in professional health services / Lorraine Sheppard". Thesis, 1998. http://hdl.handle.net/2440/19318.
Pełny tekst źródłaSystem requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor.
Bibliography: leaves 241-270.
xiii, 270, [47] leaves ; 30 cm. + 1 computer disk (3 1/2 in.)
Thesis (Ph.D.)--University of Adelaide, Graduate School of Management, 1999
Ling, Chi-Yao, i 凌啟堯. "Applying Service Quality Gap Theory to Investigate ERP Maintenance Service Quality". Thesis, 2015. http://ndltd.ncl.edu.tw/handle/32434988242967158365.
Pełny tekst źródła國立交通大學
管理學院資訊管理學程
103
Currently in Taiwan, ERP system is one of indispensable systems in industry. The stability of ERP system is closely related to every respect of operations in corporates.But after implementing of ERP and entering the phase of maintenance, corporate executives usually believe no significant effectiveness from spending on signing maintenance contract. Corporate information technology related personnels like MIS department manager or system analysts would expect the original system manufacture to provide the maintenance service to lower the risk of any system downtime.However, the supplier of ERP is relying on the income of maintenance service to order to invest in the service of software maintenance and the new version development. These contradictions exist regularly in Taiwan’s industry. Service quality is a significant key performance indicator for service industry and how to elevate the service quality is a big challenge. This research applies quality gap model and SERVQUAL measuring scales which are developed from American scholars, 'Parsu' Parasuraman, Valarie Zeithaml and Len Berry (PZB), in 1988. With the investigation on the gap between the expectation and perception of corporate information technology personnel on maintenance service level from ERP supplier for maintenance service quality, this research at same time further examines the corporate’s characteristics between the gaps of expected service level, perceived service level ad the perceived service quality. We find that some of enterprise characteristics have significant difference among expected service level, perceived service level ad the perceived service quality. The expectation of this research result is to provide ERP supplier reference on elevating service quality and price strategy and also provide corporate reference on purchasing decision on maintenance service contract to reach the win-win situation for corporate executives, corporate information technology personnels and the ERP suppliers.
AGNIDHARMA, MAHENDRA, i 黃勇強. "Service Quality in Conversational System: Developing Indicators for Service Quality Measurement". Thesis, 2017. http://ndltd.ncl.edu.tw/handle/13485747259109246201.
Pełny tekst źródła國立高雄應用科技大學
資訊管理研究所碩士班
105
Conversational system services are rapidly developing due to the recent improvement of Artificial Intelligence technologies and the unique qualities conversational system has to change the interaction with customers. The demand to measure the service quality conversational system deliver is in need, due to the modification of application, development and evaluation of previous stage to be apply with the current application trend. This study objective is to develope reliable and valid indicators for measuring conversational systems service quality. First, we determine possible indicators from prior conversational system researches. Second, the study applies SERVQUAL service quality instrument to strengthen the indicators. Then the study uses the Modified Delphi Method to examined the indicators by referencing to experts evaluation and suggestion, which then processed through the Analytic Hierarchy Process to determine the weight of each indicators. The study proposed 6 dimensions and 55 indicators, which could be a reference for measuring service quality of conversational system for a better performance and greater satisfaction.
Chao-yu, Chen, i 陳昭宇. "Research on Travel Agency Service Quality: A Conceptualizing Perceived Service Quality Perspective". Thesis, 2008. http://ndltd.ncl.edu.tw/handle/88271124530132461032.
Pełny tekst źródła開南大學
國際企業學系
96
In recent years, leisure and tourism has become more trendy and popular. In order to attract customers, travel agencies use such a variety of methods to compete. Facing this fierce competition, all related businesses try to find their blue oceans, expand their markets, and reinforce their advantages. Businesses also realize that service quality is the engine of the industry. Today’s customers are not purchasing goods only; they care about service quality as well. Those businesses that exchange service quality for maximum profits would only create an unhealthy red ocean for its industry. Based on the Conceptualizing Perceived Service Quality Model, this paper uses AHP (Analytic Hierarchy Process) to explore the key factors that would affect service quality, and then to establish the KIFI (Key Important Factors Index), which could provide businesses the information that would help improve their service and enhance their competitive advantages. The result of this study shows that customers care very much about whether service providers have finished the whole service in completion and if the group cooperation is fine. This research takes travel agency as an example, analyzes its existing service quality state, eliminates and renews the bad service quality, in order to reach the perfect situation. Among the top three facets, the order of weight sorted by experts and scholars are Interaction Quality, Outcome Quality; Physical Environment Quality. In Criteria the top three are Attitude; Expertise; and the social. In factor level the top three are working attitude of the attendants; the subjective responses to the working state of attendants; Attendants’ satisfaction towards current work.
Wang, Ting-Shiun, i 王挺勳. "The Effects of e-Travel Service Quality on Package Tours Service Quality". Thesis, 2011. http://ndltd.ncl.edu.tw/handle/94525573822318902055.
Pełny tekst źródła明新科技大學
服務事業管理研究所
99
With the progress of science and technology, the global online shopping market is increasing year by year. Online store is becoming an important shopping channel for consumers. The travel merchandises is an important category of online shopping and more and more consumers shopping travel merchandises online. Many tourism businesses have involved the online virtual channels and enabling their consumers to buy package tours online. The relationship between the e-travel service quality and package tours service quality needs to pay attention and this is the main purpose of this study. The samples are customers who had purchased package tours on travel websites. The research proposed a conceptual model to explore the relationships among e-travel service quality, online shopping attitudes, package tours service quality, consumer satisfaction and repurchase intention. 254 samples were collected. The results of structural equation model are as follows: first, the effects of e-travel service quality on online shopping attitudes, package tour service quality and customer satisfaction are positive; second, the effects of online shopping attitudes on package tour service quality, customer satisfaction and repurchase intention are positive; third, the effects of package tour service quality on customer satisfaction and repurchase intention are positive.
Yi, J. J., i 易進忠. "Internal Service Quality Research". Thesis, 2003. http://ndltd.ncl.edu.tw/handle/13155019357925827621.
Pełny tekst źródła國立臺北科技大學
生產系統工程與管理研究所
91
When service became major of a part of the marketing model, many industries changed strategy into production service providing. The semiconductor industry also changed strategy in line with other industries. Now, discrete semiconductors components sector is saturated. The market competition is very intense and service quality was became a key point for success. Whether service of visible product or invisible product, it requires efforts from all employees. Then, customers get perfect service or perfect products. During production period, satisfied employees can perform better and also improve customer satisfaction and customer loyalty. This means in order to satisfy external customers, you must satisfy internal customers first. Providing better internal service quality means internal customers are satisfied and loyal to the organization, and then companies can provide excellence in service quality. For the purpose of this research, the PZB model was used to study internal quality. We used questionnaires to ask direct employees about their expectations concerning internal quality from the Equipment Engineering Department? From the 210 questionnaires 197 were returned. Of which 187 were effective. The effective received rate was 93.0%. The result of the research showed that expectation and satisfaction of direct employees were not so high, moreover, satisfaction is lower than expectation. It means the Equipment Engineering Department must make more efforts, especially in the area of responsiveness. The biggest concern direct employees had was the lack of information concerning scheduling of PMs and troubleshooting.
Gameiro, Carlos Jorge Sousa. "Service quality in hostels". Master's thesis, 2013. http://hdl.handle.net/10071/6668.
Pełny tekst źródłaIn the previous decade, it has become easier to travel long distances and the youth tourism has been growing significantly due to it, being nowadays an essential part of tourism in many cities and countries. With this growth came also the development of another industry, the hostel business. Hostels represent most of the times a low cost alternative for accommodation, and have become a common destination for thousands of young travelers that travel the world. In Lisbon, the growth of this hostel industry has been tremendous and nowadays the city is home for some of the best hostels in the world. The competition is great and there is an urgent necessity to invest on service quality because only this way a hostel can differentiate itself from the competition. To achieve this differentiation, it is essential to identify the aspects with more importance to the guests when they make their judgment of service quality. Additionally it is important to be aware of the numerous different cultures that inhabit a hostel. Each one of the cultures has its different demands and necessities which the staff should know and understand in order to deliver the best service possible. This research was carried with the intent of the developing an instrument able to measure the satisfaction and perception of the service quality in a hostel. A questionnaire was developed and based on it a service quality scale was constructed. The dimensions of service quality found were: quality of the staff; social atmosphere; hostel tangibles and city connection.
LEE, FU-MIN, i 李福民. "Service Quality in Bank". Thesis, 1994. http://ndltd.ncl.edu.tw/handle/42775832112957207590.
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