Service Quality Evaluation in Indian Service Industries

Quality is a major competing weapon in manufacturing and service industries to gain market share in order to sustain in business.Therefore, organizations throughout the world dealing with products or services are contemplating to implement Total Quality Management (TQM) principles for enhancing system effectiveness. Exhaustive investigation on implementation aspects of TQM indicates that adequate emphasis has not been made in the area of TQM implementation and measurement of service quality. To this end, a general methodology has been proposed in this book for assessment of quality in service sector. The methodology has been applied in two contrasting service setting such as Education and Banking. A common minimum quality items suitable for all stakeholders has been found out using a measuring instrument known as EduQUAL in education sector. This book demonstrates the empirical findings for measurement of service quality in Technical Education System and Internet banking in Indian context. However, the methodology can be useful for the professionals and researchers to extend it to various other service sectors in different counties.

Autorentext

Dr. M.S.Khan is Professor and Head of the Department of Mechanical Engineering, SIET, Dhenkanal, under Biju Patnaik University of Technology, Orissa, India. His areas of interest include Service Quality Management, Soft Computing Methods & Quality Engineering. He has 35 research papers and has supervised Ph.D theses in these areas.