1 publication

• Published Subscription 9 Jan 2018

  A Review of Service Quality and Its Evaluation Methods: The Indian School of Thought

  By Surjit Kumar Gandhi, Anish Sachdeva, Ajay Gupta

  Abstract: AbstractService quality is the overall impression of relative inferiority/superiority 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 …

  Published in E-Commerce for Future & Trends · Vol. 4, Issue 3, 2017 · pp. 1–12 Read article →