Purpose – The purpose of this paper is to explore the adoption of quality management practices in engineering educational institutions (EEIs) in India from management's perspective. Design/methodology/approach – A questionnaire was developed based on a literature review of research in...

Purpose – The purpose of this paper is to conceptualize hospital service quality (SQ) into its component dimensions from the perspectives of patients and their attendants; and to analyze the relationship between SQ and customer satisfaction (CS) in government and private hospitals in India....

Purpose The purpose of this paper is to determine the critical factors (CRFs) of IS/ISO/IEC 17025:2005 laboratory accreditation and indicators of the performance (IOPs) in the testing/calibration laboratories. The impact of accreditation on the performance is analyzed using the level of presence...

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)...