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Please use this identifier to cite or link to this item: http://hdl.handle.net/2080/695

Title: Studies on Some Aspects of Service Quality Evaluation with Specific Relevance to Indian Service Industries
Authors: Khan, M S
Mahapatra, S S(Guide)
Keywords: TQM
Leadership; Customer Satisfaction
Voice of Customers
Service Quality
Expectations; Perceptions
TES
EduQUAL
Sensitivity Analysis
DMUs
Benchmarking
DEA
Internet Banking
Issue Date: 2008
Publisher: NIT Rourkela
Citation: Studies 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, Rourkela
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...
Description: Copyright for the thesis belongs to NIT Rourkela
URI: http://hdl.handle.net/2080/695
Appears in Collections:Thesis (Doctor of Philosophy)

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