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Khan, M: Service Quality Evaluation in Indian Service Indust

Basics, Concepts and Measuring Tools

von Khan, Mohammed Sadique   (Autor)

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.

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Produktbeschreibung

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. 

Mehr vom Verlag:

VDM Verlag

Mehr vom Autor:

Khan, Mohammed Sadique

Produktdetails

Medium: Buch
Format: Kartoniert
Seiten: 220
Sprache: Englisch
Erschienen: August 2009
Maße: 220 x 150 mm
Gewicht: 344 g
ISBN-10: 3639179722
ISBN-13: 9783639179729

Bestell-Nr.: 5486909 
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KNOABBVERMERK: 2009. 220 S. 220 mm
Einband: Kartoniert
Sprache: Englisch
Beilage(n): Paperback

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