Study of Impact of Quality Management Practices in Services Companies
TQM from Service provider''s perception and Service Quality from Customer''s perception for Indian MBA Education Institutes and Indian Hotels
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The Research Book focuses on developing two models viz: SQM (Service Quality Management) & TQM (Total Quality Management). Based on Primary & Secondry research a set of factors have been identified for both the models & an instrument has been developed for two Service Sectors viz:(i) Management Education Institutes & (ii) Hotels. Two different & unrelated service industries are taken up to highlight how service quality factors are similar in different Services. The Study highlights the importance of quantifying service quality. It identifies the important & dominant factors in Quality manageme...
The Research Book focuses on developing two models viz: SQM (Service Quality Management) & TQM (Total Quality Management). Based on Primary & Secondry research a set of factors have been identified for both the models & an instrument has been developed for two Service Sectors viz:(i) Management Education Institutes & (ii) Hotels. Two different & unrelated service industries are taken up to highlight how service quality factors are similar in different Services. The Study highlights the importance of quantifying service quality. It identifies the important & dominant factors in Quality management practices in Service Industries both from Customer's perspective (SQM) & Service provider's perspective (TQM). The Model will help in the management decision making process by identifying areas of concern for successful implementation of Quality management practices. The research work can be used as a reference guide by the Service industries aspiring to implement Quality practices withinthe constraints of our environment / society. The study can form a base for academicians & researchers for further advanced studies in Service Industries.
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