Other affiliations: Indian Institutes of Technology, VIT University
Bio: Chandrasekharan Rajendran is an academic researcher from Indian Institute of Technology Madras. The author has contributed to research in topic(s): Job shop scheduling & Flow shop scheduling. The author has an hindex of 52, co-authored 192 publication(s) receiving 9404 citation(s). Previous affiliations of Chandrasekharan Rajendran include Indian Institutes of Technology & VIT University.
Papers published on a yearly basis
TL;DR: In this paper, the authors view customer satisfaction as a multi-dimensional construct just as service quality and argue that customer satisfaction should be operationalized along the same factors (and the corresponding items) on which service quality is operationalized.
Abstract: 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) is still shrouded with uncertainty. Many researchers have operationalized customer satisfaction by using a single item scale and many others have used multiple item scales. The present study adopts a different approach and views customer satisfaction as a multi dimensional construct just as service quality, but argues that customer satisfaction should be operationalized along the same factors (and the corresponding items) on which service quality is operationalized. Based on this approach, the link between service quality and customer satisfaction has been investigated. The results have indicated that the two constructs are indeed independent but are closely related, implying that an increase in one is likely to lead to an increase in another.
TL;DR: A comparison of solutions yielded by the proposed ant-colony algorithms with the best heuristic solutions known for the benchmark problems, as published in an extensive study by Liu and Reeves is carried out.
Abstract: The problem of scheduling in permutation flowshops is considered with the objective of minimizing the makespan, followed by the consideration of minimization of total flowtime of jobs. Two ant-colony optimization algorithms are proposed and analyzed for solving the permutation flowshop scheduling problem. The first algorithm extends the ideas of the ant-colony algorithm by Stuetzle [Proceedings of the 6th European Congress on Intelligent Techniques and Soft Computing (EUFIT ’98), vol. 3, Verlag Mainz, Aachen, Germany, 1998, p. 1560], called max–min ant system (MMAS), by incorporating the summation rule suggested by Merkle and Middendorf [Proceedings of the EvoWorkshops 2000, Lecture Notes in Computer Science No. 1803, Springer-Verlag, Berlin, 2000, p. 287] and a newly proposed local search technique. The second ant-colony algorithm is newly developed. The proposed ant-colony algorithms have been applied to 90 benchmark problems taken from Taillard [European Journal of Operational Research 64 (1993) 278]. First, a comparison of the solutions yielded by the MMAS and the two ant-colony algorithms developed in this paper, with the heuristic solutions given by Taillard [European Journal of Operational Research 64 (1993) 278] is undertaken with respect to the minimization of makespan. The comparison shows that the two proposed ant-colony algorithms perform better, on an average, than the MMAS. Subsequently, by considering the objective of minimizing the total flowtime of jobs, a comparison of solutions yielded by the proposed ant-colony algorithms with the best heuristic solutions known for the benchmark problems, as published in an extensive study by Liu and Reeves [European Journal of Operational Research 132 (2001) 439], is carried out. The comparison shows that the proposed ant-colony algorithms are clearly superior to the heuristics analyzed by Liu and Reeves. For 83 out of 90 problems considered, better solutions have been found by the two proposed ant-colony algorithms, as compared to the solutions reported by Liu and Reeves.
TL;DR: In this article, the authors proposed a comprehensive model and an instrument framework for measuring customer perceived service quality, which has been designed with specific reference to the banking sector and has been empirically tested for unidimensionality, reliability and construct validity using a confirmatory factor analysis approach.
Abstract: 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 conceptualization, measurement and applications of SERVQUAL across different industrial and commercial settings are not bereft of controversies either. A careful examination of the instrument divulges that the factors and the corresponding items are not comprehensive as it appears that the instrument has left out certain important constituents of service quality. In this background, the current research work strives to bring to light some of the critical determinants of service quality that have been overlooked in the literature and proposes a comprehensive model and an instrument framework for measuring customer perceived service quality. The instrument has been designed with specific reference to the banking sector. Data have been collected from customers of banks in a huge developing economy. The proposed instrument has been empirically tested for unidimensionality, reliability and construct validity using a confirmatory factor analysis approach. The present study offers a systematic procedure that could form the cornerstone for providing further insights on the conceptual and empirical comprehension of customer perceived service quality and its constituents.
TL;DR: The SERVQUAL scale has been criticised by different authors for diverse reasons, such as the operationalization of expectations, the reliability and validity of the instrument's difference score formulation and the scale's dimensionality across disparate industrial settings as discussed by the authors.
Abstract: Empirical research on service quality and satisfaction has unearthed multitudinous archetypes by various researchers across the world. However, all of them have been primarily built on the SERVQUAL instrument, a 22-item scale that measures service quality. The efficacy of SERVQUAL in measuring service quality has been criticized by different authors for diverse reasons, such as the operationalization of expectations, the reliability and validity of the instrument's difference score formulation and the scale's dimensionality across disparate industrial settings. In spite of these animadversions, there is a universal conformity that the 22 items are reasonably good predictors of service quality in its entirety. But a scrupulous scrutiny of the scale items connotes that the scale is not all-inclusive in the sense that it fails to address some of the critical aspects of customer perceived service quality. This paper endeavours to unearth and unravel such critical constituents of service quality which, hithert...
TL;DR: In this paper, an instrument for measuring total quality service (TQS) with specific reference to the banking sector has been developed, which has been empirically tested for unidimensionality, reliability and construct validity using confirmatory factor analysis approach.
Abstract: Total quality service (TQS) is a socio‐technical approach for revolutionary and effective management. However, the contemporary quality management literature is overridingly manufacturing oriented and there seems to be a dearth of comprehensive studies (from the management’s perspective) addressing the critical dimensions of TQS that will depict a holistic TQM philosophy in service organizations. The present study is an earnest endeavour to fill this void. Based on a thorough review of the prescriptive, practitioner, conceptual and empirical literature, the study has identified 12 dimensions as crucial for the inculcation of a TQM ambience in a service set‐up. The criticality of each of these dimensions from a service perspective is corroborated in detail. An instrument for measuring TQS with specific reference to the banking sector has been developed. Data have been collected from executives from banks in a developing economy. The instrument has been empirically tested for unidimensionality, reliability and construct validity using a confirmatory factor analysis approach. A model for TQS has also been proposed, illustrating the relationships between the various dimensions. The present research work offers a systematic framework for the conceptual and empirical understanding of TQS and its critical factors.
TL;DR: This book by a teacher of statistics (as well as a consultant for "experimenters") is a comprehensive study of the philosophical background for the statistical design of experiment.
Abstract: THE DESIGN AND ANALYSIS OF EXPERIMENTS. By Oscar Kempthorne. New York, John Wiley and Sons, Inc., 1952. 631 pp. $8.50. This book by a teacher of statistics (as well as a consultant for \"experimenters\") is a comprehensive study of the philosophical background for the statistical design of experiment. It is necessary to have some facility with algebraic notation and manipulation to be able to use the volume intelligently. The problems are presented from the theoretical point of view, without such practical examples as would be helpful for those not acquainted with mathematics. The mathematical justification for the techniques is given. As a somewhat advanced treatment of the design and analysis of experiments, this volume will be interesting and helpful for many who approach statistics theoretically as well as practically. With emphasis on the \"why,\" and with description given broadly, the author relates the subject matter to the general theory of statistics and to the general problem of experimental inference. MARGARET J. ROBERTSON
01 Jan 2000-Research Papers in Economics
TL;DR: Deming's theory of management based on the 14 Points for Management is described in Out of the Crisis, originally published in 1982 as mentioned in this paper, where he explains the principles of management transformation and how to apply them.
Abstract: According to W. Edwards Deming, American companies require nothing less than a transformation of management style and of governmental relations with industry. In Out of the Crisis, originally published in 1982, Deming offers a theory of management based on his famous 14 Points for Management. Management's failure to plan for the future, he claims, brings about loss of market, which brings about loss of jobs. Management must be judged not only by the quarterly dividend, but by innovative plans to stay in business, protect investment, ensure future dividends, and provide more jobs through improved product and service. In simple, direct language, he explains the principles of management transformation and how to apply them.
30 Jun 2002
TL;DR: This paper presents a meta-anatomy of the multi-Criteria Decision Making process, which aims to provide a scaffolding for the future development of multi-criteria decision-making systems.
Abstract: List of Figures. List of Tables. Preface. Foreword. 1. Basic Concepts. 2. Evolutionary Algorithm MOP Approaches. 3. MOEA Test Suites. 4. MOEA Testing and Analysis. 5. MOEA Theory and Issues. 3. MOEA Theoretical Issues. 6. Applications. 7. MOEA Parallelization. 8. Multi-Criteria Decision Making. 9. Special Topics. 10. Epilog. Appendix A: MOEA Classification and Technique Analysis. Appendix B: MOPs in the Literature. Appendix C: Ptrue & PFtrue for Selected Numeric MOPs. Appendix D: Ptrue & PFtrue for Side-Constrained MOPs. Appendix E: MOEA Software Availability. Appendix F: MOEA-Related Information. Index. References.
01 Jan 2009