There is considerable lack of literature with respect to service industry management, especially in the banking industry of developing economies. Attempts to bridge this gap. Critically examines the banking industry in a developing nation – India. Investigates the discrepancies among the...

Focusses on investigating the critical factors of customer perceived service quality in banks of a developing economy – India. Compares and contrasts the three groups of banks in India with respect to the service quality factors from the perspective of the customers. There seems to be a great...

Purpose – This research paper aims to identify dimensions of patient‐perceived total quality service (TQS) in the healthcare sector. Further, the impact of the dimensions of patient‐perceived TQS on patient satisfaction is examined. Design/methodology/approach – A questionnaire has been...

Purpose – The purpose of this paper is to highlight key dimensions of provider‐perceived total quality management (TQM) in the healthcare sector in India. Further, the impact of the dimensions of provider perceived TQM on hospital performance is examined. Design/methodology/approach – A...

The research literature on service quality has indeed swelled enormously over the past few years with numerous researchers administering various models across the world. Nevertheless, the SERVQUAL instrument forms the basis on which all other works have been actualized. Interestingly, the...

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years. But the nature of the exact relationship between service quality and customer satisfaction (especially in the way the two constructs have been operationalized)...

Purpose This study illustrates the intention to implement total quality management (TQM) applications in Oman’s Ministry of Justice (MOJ). The purpose of this paper is to examine the effect of TQM implementation on the MOJ’s work performance (WP). Design/methodology/approach The study...