The relationship between management's perception of total quality service and customer perceptions of service quality

摘要

In service organizations, CPSQ is considered as one of the key determinants of business performance. The prime focus of quality improvement effort should be targeted on customers; there should be a paradigm shift from what is best produced to what the customer wants. There are 12 dimensions critical for the institution of a TQM environment in a service organization:Top management commitment and visionary leadership.Human resource management.Technical systems.Information and analysis system.Benchmarking.Continuous improvement.Customer focus.Employee satisfaction.Union intervention.Social responsibilityServicescapes.Service culture.There are five critical factors of CPSQ:Core service or service product.Human element of service delivery.Systemization of service delivery.Nonhuman element, tangibles of service-servicescapes.Social responsibility.They also developed standardized survey instruments to assess these factors on a seven point Likert scale.In the present study, data was collected from 43 banks (including public sector, private sector, and foreign) in India, on TQS and service quality from each bank. Multiple regression analysis was used to investigate the relationship between the 12 different dimensions of TQS and five critical factors of CPSQ.Various results of the empirical investigation are presented in this paper. (54 refs.)