Volume : V, Issue : V, May - 2015

CONCEPTUAL EVOLUTION OF SERVICE QUALITY–A PRIMER

Sri Harish D. N. , Dr. K. Nagendra Babu

Abstract :

 The entire gambit of business performance in the last decade–and–a–half has faced a paradigm shift, with  quality consistently being considered as one of management’s top–most competitive priorities and a prerequisite for sustenance and growth. Quality is proposed as the most potent tool for enhanced business performance.  In today’s world of fierce competition, rendering quality service is a key for subsistence and success in any organisation, more so in a service organisation in the airline sector. The cardinal accent of both academia and business focused  essentially on ascertaining the customers’ perceptions of service quality and subsequently contriving strategies to meet  and surmount customer expectancies. This paper discusses the principal literature relating to the evolution of service  quality.

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Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

SRI HARISH D. N., DR. K. NAGENDRA BABU CONCEPTUAL EVOLUTION OF SERVICE QUALITY–A PRIMER Indian Journal of Applied Research, Vol.5, Issue : 5 May 2015

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