A Methodology for Evaluation of Service Quality Using Neural Networks

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