Studies on Some Aspects of Service Quality Evaluation with Specific Relevance to Indian Service Industries

Khan, M S (2008) Studies on Some Aspects of Service Quality Evaluation with Specific Relevance to Indian Service Industries. PhD thesis.

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Abstract

Quality has been treated as a major competing weapon by both the manufacturing industries and service providers to gain market share, improve productivity and profitability and sustain in business from long term perspective. Therefore, organizations throughout the world dealing with products or services or both are contemplating to implement Total Quality Management (TQM) principles for enhancing system effectiveness. Literature on TQM suggests that twenty critical factors ease the process of TQM implementation in any organization. However, few critical factors viz., leadership, customer satisfaction, training, and employee’s participation are emphasized more frequently in the literature compared to other factors. It is also observed that standardization of the best set of principles of TQM and their implementation sequence is difficult because diverse set of TQM principles are being adopted by organizations. Exhaustive investigation on implementation aspects of TQM results in an in...

Item Type:	Thesis (PhD)
Uncontrolled Keywords:	TQM,Leadership; Customer Satisfaction,Voice of Customers, Service Quality, Expectations; Perceptions, TES, EduQUAL, Sensitivity Analysis, DMUs, Benchmarking, DEA, Internet Banking,
Subjects:	Engineering and Technology > Mechanical Engineering > Production Engineering
Divisions:	Engineering and Technology > Department of Mechanical Engineering
ID Code:	8
Deposited By:	Madhan Muthu
Deposited On:	19 Apr 2009 17:05
Last Modified:	19 Apr 2009 17:05
Related URLs:	Dspace
Supervisor(s):	Mahapatra, S S