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The study addresses Performance Control Matrix (PCM) to determine service quality items of priority for improvement. Most businesses focus on customer satisfaction when undertaking surveys of satisfaction and dissatisfaction, while generally neglecting employee satisfaction. Therefore, this study develops an integrated model to improve service quality in Taiwanese finance industry employees. A questionnaire is designed to determine the priority of improvement objectives derived from certain questionnaire items that fall into the improvement zone of the PCM. Ten items are found to fall into the improvement zone of the PCM. The present results show that the finance industry employees surveyed in Taiwan were dissatisfied with their job security, salaries, annual bonus, and fair distribution of operational profits. The ten improvement items mostly belong to two dimensions - ‘Pay and Benefits’ and ‘Motivation’. The managers of the financial institutions should seek to improve these quality attributes by devoting more resources to these items, thus promoting employee satisfaction.

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We address in this paper a periodic petroleum station replenishment problem (PPSRP) that aims to plan the delivery of petroleum products to a set of geographically dispatched stations. It is assumed that each station is characterized by its weekly demand and by its frequency of service. The main objective of the delivery process is to minimize the total travelled distance by the vailable trucks over an extended planning horizon. The problem configuration is described through a set of trucks with several compartments each and a set of stations with demands and prefixed delivery frequencies. Given such input data, the minimization of the total distance is subject to assignment and routing constraints that express the capacity limitations of each truck\'s compartment in terms of the frequency and the pathways\' restrictions. In this paper, we develop and solve the full space mathematical formulation for the PPSRP with application to the Omani context. Our ultimate aim is to include such a model into an integrated framework having the objective of advising petroleum distribution companies on how to prepare bids in case of participation in combinatorial auctions of the transportation procurement.