Studies on Some Aspects of Service Quality Evaluation with Specific Relevance to Indian Service Industries

By: Khan, Mohammed SadiqueContributor(s): Mahapatra, Siba Sankar [Supervisor] | Department of Mechanical EngineeringMaterial type: TextTextLanguage: English Publisher: 2008Description: 254 pSubject(s): Engineering and Technology | Mechanical Engineering | Production EngineeringOnline resources: Click here to access online Dissertation note: Thesis (Ph.D)- National Institute of Technology, Rourkela Summary: Quality has been treated as a major competing weapon by both the manufacturing industries and service providers to gain marke t share, improve productivity and profitability and sustain in business fro m long term perspective. Therefore, organizations throughout the world dealin g with products or services or both are contemplating to implement Total Qualit y Management (TQM) principles for enhancing system effectiveness. Literature o n TQM suggests that twenty critical factors ease the process of TQM implementa tion in any organization. However, few critical factors viz., leader ship, customer satisfaction, training, and employee’s participation are emphasized m ore frequently in the literature compared to other factors. It is also observed that standardization of the best set of principles of TQM and their implementat ion sequence is difficult because diverse set of TQM principles are being adopted b y organizations. Exhaustive investigation on implementation aspects of TQM results in an interesting observation that adequate emphasis has not b een made in the area of TQM implementation in the service sector and measurement and evaluation of service quality. In the present emerging global economy, t he focus has been shifted from manufacturing to service sector necessitating th e quality assessment in service sector as an important issue. The rate of adopt ion of TQM in service sectors is quite low because difficulty arises while quantif ication of service quality due to intangibility and behavioral pattern associated w ith it. To this end, a general methodology has been proposed in this dissertatio n work for assessment of quality in service sector. The methodology has been ap plied in two contrasting service setting such as Education and Banking. The diverse nat ure of requirements of stakeholders in a Technical Education Syst em (TES) makes it extremely difficult to decide upon what constitutes qualit y. Hence, identification of common minimum quality items suitable for all stakeholder s will help to design the system and thereby improve customer satisfaction. To addr ess this issue, a measuring instrument known as ‘EduQUAL’ is developed and an integrated approach using neural networks for evaluating service quali ty is proposed. The iii dimensionality of ‘EduQUAL’ is validated by factor analysi s followed by varimax rotation. Four neural network models based on back propa gation 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 th e 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 o f items satisfying all the stakeholders can be identified. A procedure based on Qual ity 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 syst em poses difficulties while evaluating quality of education being imparted, methodology based on Data Envelopment Analysis (DEA) has been proposed to rank selec ted technical institutions in India based on their technical efficiency sco re. Suggestions have been put forward for the nonconforming institutions. T he 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 di mensions. To analyze the quality dimensions for online services, a case study has been undertaken to evaluate service quality of Internet banking in India fr om 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 c ustomers are satisfied with quality of service on dimensions like reliab ility, accessibility, efficiency, responsiveness and user-friendliness but least satisf ied with the dimensions privacy/security and fulfillment. The empirical f inding enables the bankers to extract guidelines on service parameters where t hey need to improve.
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Thesis (Ph.D)- National Institute of Technology, Rourkela

Quality has been treated as a major competing weapon by
both the
manufacturing industries and service providers to gain marke
t share, improve
productivity and profitability and sustain in business fro
m long term perspective.
Therefore, organizations throughout the world dealin
g with products or services
or both are contemplating to implement Total Qualit
y Management (TQM)
principles for enhancing system effectiveness. Literature o
n TQM suggests that
twenty critical factors ease the process of TQM implementa
tion in any
organization. However, few critical factors viz., leader
ship, customer satisfaction,
training, and employee’s participation are emphasized m
ore frequently in the
literature compared to other factors. It is also observed
that standardization of
the best set of principles of TQM and their implementat
ion sequence is difficult
because diverse set of TQM principles are being adopted b
y organizations.
Exhaustive investigation on implementation aspects of TQM
results in an
interesting observation that adequate emphasis has not b
een made in the area of
TQM implementation in the service sector and measurement
and evaluation of
service quality. In the present emerging global economy, t
he focus has been
shifted from manufacturing to service sector necessitating th
e quality assessment
in service sector as an important issue. The rate of adopt
ion of TQM in service
sectors is quite low because difficulty arises while quantif
ication of service quality
due to intangibility and behavioral pattern associated w
ith it. To this end, a
general methodology has been proposed in this dissertatio
n work for assessment
of quality in service sector. The methodology has been ap
plied in two contrasting
service setting such as Education and Banking. The diverse nat
ure of
requirements of stakeholders in a Technical Education Syst
em (TES) makes it
extremely difficult to decide upon what constitutes qualit
y. Hence, identification of
common minimum quality items suitable for all stakeholder
s will help to design
the system and thereby improve customer satisfaction. To addr
ess this issue, a
measuring instrument known as ‘EduQUAL’ is developed and
an integrated
approach using neural networks for evaluating service quali
ty is proposed. The
iii
dimensionality of ‘EduQUAL’ is validated by factor analysi
s followed by varimax
rotation. Four neural network models based on back propa
gation 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 th
e 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 o
f items satisfying all the
stakeholders can be identified. A procedure based on Qual
ity 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 syst
em poses difficulties
while evaluating quality of education being imparted,
methodology based on Data
Envelopment Analysis (DEA) has been proposed to rank selec
ted technical
institutions in India based on their technical efficiency sco
re. Suggestions have
been put forward for the nonconforming institutions. T
he 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 di
mensions. To analyze the
quality dimensions for online services, a case study has been
undertaken to
evaluate service quality of Internet banking in India fr
om 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 c
ustomers are
satisfied with quality of service on dimensions like reliab
ility, accessibility,
efficiency, responsiveness and user-friendliness but least satisf
ied with the
dimensions privacy/security and fulfillment. The empirical f
inding enables the
bankers to extract guidelines on service parameters where t
hey need to improve.

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