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contributor.authorKhan, M S-
contributor.authorMahapatra, S S(Guide)-
identifier.citationStudies on Some Aspects of Service Quality Evaluation with Specific Relevance to Indian Service Industries, Thesis submitted in partial fulfillment of the requirements for the award of the Doctor of Philosophy in Mechanical Engineering, National Institute of Technology, Rourkelaen
descriptionCopyright for the thesis belongs to NIT Rourkelaen
description.abstractQuality 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 interesting observation that adequate emphasis has not been made in the area of TQM implementation in the service sector and measurement and evaluation of service quality. In the present emerging global economy, the focus has been shifted from manufacturing to service sector necessitating the quality assessment in service sector as an important issue. The rate of adoption of TQM in service sectors is quite low because difficulty arises while quantification of service quality due to intangibility and behavioral pattern associated with it. To this end, a general methodology has been proposed in this dissertation work for assessment of quality in service sector. The methodology has been applied in two contrasting service setting such as Education and Banking. The diverse nature of requirements of stakeholders in a Technical Education System (TES) makes it extremely difficult to decide upon what constitutes quality. Hence, identification of common minimum quality items suitable for all stakeholders will help to design the system and thereby improve customer satisfaction. To address this issue, a measuring instrument known as ‘EduQUAL’ is developed and an integrated approach using neural networks for evaluating service quality is proposed. The dimensionality of ‘EduQUAL’ is validated by factor analysis followed by varimax rotation. Four neural network models based on back propagation algorithm are employed to predict quality in education for different stakeholders. It has been demonstrated that the P-E gap model is found to be the best model for all the stakeholders. Sensitivity Analysis of the best model for each stakeholder has been carried out to appraise the robustness of the model. In doing so, not only the areas of improvement but also the minimum number of items satisfying all the stakeholders can be identified. A procedure based on Quality Function Deployment (QFD) is proposed to provide guidelines for administrators of the institutions to prioritize improvement policies need to be implemented. As aggregation of inputs and outputs of an educational system poses difficulties while evaluating quality of education being imparted, methodology based on Data Envelopment Analysis (DEA) has been proposed to rank selected technical institutions in India based on their technical efficiency score. Suggestions have been put forward for the nonconforming institutions. The result shows that significant difference exists between the conventional system of evaluation and DEA methods. It is an established fact that dimensions of quality in online services are quite different from traditional quality dimensions. To analyze the quality dimensions for online services, a case study has been undertaken to evaluate service quality of Internet banking in India from customer’s perspective. Seven quality dimensions viz., reliability, accessibility, user friendliness, privacy/security, efficiency, responsiveness and fulfillment are identified based on principal component factor analysis. The result shows that customers are satisfied with quality of service on dimensions like reliability, accessibility, efficiency, responsiveness and user-friendliness but least satisfied with the dimensions privacy/security and fulfillment. The empirical finding enables the bankers to extract guidelines on service parameters where they need to improve.en
format.extent1230611 bytes-
publisherNIT Rourkelaen
subjectLeadership; Customer Satisfactionen
subjectVoice of Customersen
subjectService Qualityen
subjectExpectations; Perceptionsen
subjectSensitivity Analysisen
subjectInternet Bankingen
titleStudies on Some Aspects of Service Quality Evaluation with Specific Relevance to Indian Service Industriesen
Appears in Collections:Thesis (Doctor of Philosophy)

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