G
G.S. Sureshchandar
Researcher at Indian Institute of Technology Madras
Publications - 13
Citations - 2593
G.S. Sureshchandar is an academic researcher from Indian Institute of Technology Madras. The author has contributed to research in topics: Service quality & Quality management. The author has an hindex of 11, co-authored 11 publications receiving 2492 citations.
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The relationship between service quality and customer satisfaction – a factor specific approach
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.
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Determinants of customer‐perceived service quality: a confirmatory factor analysis approach
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.
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Customer perceptions of service quality: A critique
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.
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A holistic model for total quality service
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.
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A Conceptual model for total quality management in service organizations
TL;DR: In this paper, the authors have identified 12 dimensions of TQS as being critical for effective implementation of quality management in service organizations and authenticated the momentousness of each of these dimensions from the manufacturing and service perspectives.