T.J. Kamalanabhan

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.

TL;DR: A hierarchical model for measuring service quality in higher education was developed and empirically test using qualitative research methods and a comprehensive literature review and the results of the factor analysis revealed the presence of sub-dimensions.

TL;DR: In this paper, the authors describe an empirical research on the development of an instrument for total quality management (TQM) implementation in business units in India, through a detailed analysis of the literature, they identified 150 measures of quality management.

TL;DR: In this paper, the authors investigated the discrepancies among the various groups of banks in India with respect to the total quality service (TQS) dimensions (from the perspective of the management).

TL;DR: In this article, an exploratory methodology was designed to capture the perceptions of employees on internal brand communication practices prevailing in the organization with an ambition of becoming a leading employer brand. But it is recognized that ICC practices and brand training have a positive impact on communication satisfaction that further promotes a sense of brand identi...