Research Cell: An International Journal of Engineering Sciences

Open Access Open Access  Restricted Access Subscription Access

Revisiting Service Quality Metrics & its Applications in Indian Scenario


Affiliations
1 Department of Industrial and Production Engineering, Dr. B. R. Ambedkar National Institute of Technology, Jalandhar-144 011, Punjab, India
 

Service quality is the overall impression of relative superiority or inferiority of the organization and its services to the consumers. This study explores the evolution and development of service quality concept in the Indian setting through an appraisal of 24 landmark models relevant to both manufacturing and service organizations. The main objective of this paper is to highlight the evolution, development and current status of service quality concept and its measurement models proposed in the Indian context in an ontological manner and carry out a critically examination stating limitations thereof. The paper aims to bring out a new standardized yardstick for measuring service quality befitting for Indian industrial organizations, if possible. The article may appeal to new researchers in India or other emerging economies since it not only brings out the latest trends in service quality measurement, but also offers valuable help and directions to researchers and practitioners working in the area of service quality improvement.

Keywords

Service Quality, FAIRSERV, SERVDIV, E-S-QUAL, EduQual.
User
Notifications
Font Size

  • Banerji, K., Fundersen, D.E. & Behar, R.S. (2005). Quality management practices in Indian service firms. Total Quality Management and Business Excellence. 16(3), 321-330.

  • Banwet, D.K. & Datta, B. (2002). Effect of service quality on post-visit intentions over time: the case of a library. Total Quality Management. 13(4), 537-547.

  • Cronin, J.J. and Taylor, S.A. (1992). Measuring service quality: a reexamination and extension. Journal of Marketing, Vol. 6, July, pp. 55-68.

  • Das, Shreya & Pandit, Debapratim (2014). Determination of Level-of-Service scale values for quantitative bus transit service attributes based on user perception. Transportmetrica A: Transport Science. 11(1), 1-21.

  • Ghosh Hazra, S. & Srivastava, K.B.L. (2009). Impact of Service Quality on Customer Loyalty, Commitment and Trust in the Indian Banking Sector. The ICFAI University Journal of Marketing Management, 8(3/4), 74-95.

  • Grönroos, C. (1993). Toward a Third Phase in Service Quality Research: Challenges and Future Directions. Advances in Services Marketing and Management, 2, 49-64.

  • Gummesson, E. (1992). Quality dimensions what to measure in service organizations. in Swartz, T.A., Bowen, D.E. and Brown, S.W. (eds.) Advances in Service Marketing and Management, Greenwich, CT: JAI.

  • Gupta, S. & Datta, R.N. (2012). Prioritizing Service Attributes for Quality Up-gradation of Indian Railway Stations. The TQM Journal. 24(2), 167-180.

  • Gupta, T.K. & Singh, V. (2015). A systematic approach to evaluate supply chain management environment index using graph theoretic approach. International Journal of Logistics System and Management, 21(1), 1–45.

  • Gupta, T.K. and Singh, V. (2017). Measurement of service quality of automobile organisation by artificial neural network”. Int. J. Management Concepts and Philosophy, 10 (1), 32–53.

  • IEEE Case workshop (2009). Multi-disciplinary perspective of Service Quality IBM Corporation. August 29.

  • Jain R., Sahney, S. & Sinha, G., (2013). Developing a scale to measure students’ perception of service quality in the Indian context. The TQM Journal, 25(3), 276-294.

  • Jain, Sonali & Jain, Sanjay K. (2015). Does outcome quality matter? An investigation in the context of banking services in an emerging market. Journal of Consumer Marketing, 32(5), 341-355.

  • Kelkar, M. (2010). SERVDIV: A Vedic approach to measurement of service quality. Services Marketing Quarterly, 31(4), 420-433.

  • Madhukar, G.A., Nataraajan, R., & Jehera, J.S. Jr. (1999). Service quality in the banking industry: an assessment in a developing economy. International Journal of Bank Marketing. 17(3), 116-125.

  • Mahapatra, S.S. & Khan, M.S. (2007). A framework for analyzing quality in education settings. European Journal of Engineering Education, 32(2), 205–217.

  • Malhotra, N.K., Ulgado, F.M., Agarwal, J., Shainesh, G. & Wu L. (2005). Dimensions of service quality in developed and developing economies: multi country cross-cultural comparisons. International Marketing review. 22(3), 256-278.

  • Mukherjee, A. & Nath, P. (2005). An empirical assessment of comparative approaches to service quality measurement. Journal of Service Marketing, 19(3), 174-184.

  • Mukhopadhyay, S.N. & Chatterjee, J. (2012). An Integrated Approach to Rural Digital Services Case Study on Common Service Centres in Hundred Thousand Villages of India. International Journal of Research in Social Sciences, 2(1), 96-121.

  • Palani Natha Raja, M., Deshmukh, S.G. & Wadhwa, Subhash (2007). Quality award dimensions: a strategic instrument for measuring health service quality. International Journal of Health Care Quality Assurance. 20 (5), 363-378.

  • Pandit, Richa D. & Balyan, R.K. (2016). Impact of Service Quality on Customer Satisfaction Loyalty Commitment and Retention in the Indian Banking Sector. Doctoral thesis submitted to Gujarat Technical University, Ahmedabad.

  • Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49, 41-50.

  • Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: a multiple-item scale for measuring consumer perception of service quality. Journal of Retailing, 64(1), pp. 12-37.

  • Prakash A., Jha, S.K. & Kallurkar (2011). Attitudes of Indians towards Service Quality for Life Insurance in India. International Journal of Research in Computer Application & Management, 1(9), 57-63.

  • Prakash, G. (2011). Service quality in supply chain: Empirical evidence from Indian automotive industry. Supply Chain Management, 16(5), 362-378.

  • Seth, N., Deshmukh, S.G. & Vrat, P. (2006a). Service quality models: a review. International Journal of Quality & Reliability Management. 22(8), 913-949.

  • Seth, N., Deshmukh, S.G. & Vrat, P. (2006b). A framework for measurement of quality of service in supply chains. Supply Chain Management: An International Journal, 11(1), 82-94.

  • Sharma, Deepti & Kaushal, S.K. (2014). Measuring Service Quality in Management Education in select Institutions affiliated to GBTU. Doctoral thesis submitted to Department of Business Administration, University of Lucknow, Lucknow.

  • Siddiqui, M.H. & Sharma, T.G. (2010). Measuring the customer perceived service quality for life insurance services: An empirical investigation. International Business Research, 3(3), 171-186.

  • Singh, A.J., Thakur, B.S., Chauhan, R. & Sharma, V. (2011). Comprehensive Framework for quality Database Applications. Research Cell: An International Journal of Engineering Sciences. 4(Sept.), 525-534.

  • Sinha, G. & Ghoshal, T. (1999). Quality customer service: strategic advantage for the Indian steel industry. Managing Service Quality, 9(1), 32-39.

  • Sinha, R.K. & Babu, A. (1998). Quality of customer service in supply chain system: a diagnostic study. International Journal of Quality & Reliability Management. 15(8/9), 844-859.

  • Sureshchandar, G.S., Chandrasekharan Rajendran, & Anantharaman, R.N. (2001). A holistic model for total quality service. International Journal of Service Industry Management. 12(4), 378-412.

  • Trehan, R., Sachdeva, A. & Garg, R.K. (2014). Cost of Quality- A System Dynamics Approach. Research Cell: An International Journal of Engineering Sciences. 3, 230-37.


Abstract Views: 236

PDF Views: 0




  • Revisiting Service Quality Metrics & its Applications in Indian Scenario

Abstract Views: 236  |  PDF Views: 0

Authors

Surjit Kumar Gandhi
Department of Industrial and Production Engineering, Dr. B. R. Ambedkar National Institute of Technology, Jalandhar-144 011, Punjab, India
Anish Sachdeva
Department of Industrial and Production Engineering, Dr. B. R. Ambedkar National Institute of Technology, Jalandhar-144 011, Punjab, India
Ajay Gupta
Department of Industrial and Production Engineering, Dr. B. R. Ambedkar National Institute of Technology, Jalandhar-144 011, Punjab, India

Abstract


Service quality is the overall impression of relative superiority or inferiority of the organization and its services to the consumers. This study explores the evolution and development of service quality concept in the Indian setting through an appraisal of 24 landmark models relevant to both manufacturing and service organizations. The main objective of this paper is to highlight the evolution, development and current status of service quality concept and its measurement models proposed in the Indian context in an ontological manner and carry out a critically examination stating limitations thereof. The paper aims to bring out a new standardized yardstick for measuring service quality befitting for Indian industrial organizations, if possible. The article may appeal to new researchers in India or other emerging economies since it not only brings out the latest trends in service quality measurement, but also offers valuable help and directions to researchers and practitioners working in the area of service quality improvement.

Keywords


Service Quality, FAIRSERV, SERVDIV, E-S-QUAL, EduQual.

References