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Please use this identifier to cite or link to this item:
http://hdl.handle.net/2080/439
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Full metadata record
| DC Field | Value | Language |
|---|
| contributor.author | Mahapatra, S S | - |
| contributor.author | Khan, M S | - |
| date.accessioned | 2007-06-14T08:31:22Z | - |
| date.available | 2007-06-14T08:31:22Z | - |
| date.issued | 2006 | - |
| identifier.citation | Proceedings of the International Conference on Global Manufacturing and Innovation – July 27-29, 2006 | en |
| identifier.uri | http://hdl.handle.net/2080/439 | - |
| description | Copyright for this paper belongs to Proceedings publisher | en |
| description.abstract | This paper analyzes literature to identify critical factors responsible for successful
implementation of TQM. It is observed that only 21% of the total articles considered in this study
focus on service sector. Literature also suggests that service quality comprises intangibility and
behavioural aspects; hence its measurement and evaluation becomes extremely difficult. To
address these issues, an instrument (referred as EduQUAL) is proposed and applied in education
sector. The dimensionality of EduQUAL is validated through factor analysis. In order to predict
quality in a multiple stakeholders environment like education, four neural network models based
on back-propagation theory have been tested and P-E gap model is found to be the best model for
all the stakeholders | en |
| format.extent | 236886 bytes | - |
| format.mimetype | application/pdf | - |
| language.iso | en | - |
| subject | TQM | en |
| subject | Service Quality | en |
| subject | Expectations | en |
| subject | Perceptions | en |
| subject | EduQUAL | en |
| subject | Sensitivity Analysis | en |
| title | A Methodology for Evaluation of Service Quality Using Neural Networks | en |
| type | Article | en |
| Appears in Collections: | Conference Papers
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Files in This Item:
| File |
Description |
Size | Format |
|---|
| OR_07.pdf | | 231Kb | Adobe PDF | View/Open |
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