Purpose – The purpose of this paper is to help airlines gain a better understanding of passengers’ service concerns, identify opportunities for continuous service improvement, and then develop service benchmarking standards that can be a yardstick for the airline’s competitiveness....

Purpose – Since conducting the literature review revealed that assessing quality in secondary schools has been an unexplored territory, and where most educational service quality research studies have mainly focussed on assessing quality from a student’s perspective in higher education,...

Purpose The purpose of this paper is to determine and benchmark the senior tourists’ preferences by considering the importance attached by them and their perception with respect to internal tourism attributes (i.e. package tour characteristics) and external tourism attributes (i.e. destination...

Purpose – With the growing importance of service quality in Indian retail, it becomes critical for the retailers to identify the appropriate dimensions for their retail stores. In the process of evaluating service quality the decision maker is often faced with ambiguities due to the imprecise...

Purpose – The purpose of this paper is to gain a better understanding of internal benchmarking through the evaluation of quality management in two quality departments (Quality Assurance (QA) and Quality Control (QC)) in a pharmaceutical company by utilizing total quality index (TQI)....

Purpose – The purpose of this paper is to measure competitive service quality (SQ) performances of domestic full service airlines in India by providing a framework based on analytic hierarchy process (AHP), in order to benchmark their SQ thus, enhancing competitiveness and gaining competitive...

Purpose – The opportunities that the emerging markets present to the players in the construction industry means that the players need to expand on the scope and size of their responsibilities and duties to the stakeholders. Each of the professionals now demands more specialised and...

Purpose – The purpose of this paper is to stimulate interest in the use of the Common Assessment Framework (CAF), a self-evaluation quality tool for the public sector, to disseminate relevant experiences from CAF implementation in Europe, to offer ideas about CAF optimization and to provide a...

Purpose – The purpose of this paper is to develop a new model – namely service quality enhancement – in the electricity utility sector of south India and to test this model's fitness. Design/methodology/approach – Effective customer satisfaction investigation is a very important...

Purpose – Improvements in quality have a very important role to play in services because such improvements add greater flexibility and give clients greater confidence in the services provided. Therefore, this paper aims to describe a framework for measuring quality in the provision of the...