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Service Quality Models: A Critical Analysis About Their Relevance to Supply Chains of Small-Medium Manufacturing Units.

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Title: Service Quality Models: A Critical Analysis About Their Relevance to Supply Chains of Small-Medium Manufacturing Units.
Authors: Gandhi, Surjit Kumar1 skgandhi21@gmail.com, Sachdeva, Anish2 asachdeva@nitj.ac.in, Gupta, Ajay2 guptaa@nitj.ac.in
Source: IUP Journal of Supply Chain Management. Mar2018, Vol. 15 Issue 1, p7-39. 33p.
Subjects: Supply chains, Small business, Manufacturing industries, Quality of service, Focus groups
Abstract: The present paper attempts to review 28 popular service quality models in the light of ever changing industrial scenario and analyze them for suitability/need for modifications in the context of small-medium manufacturing units. The study is of immense importance as it provides clear-cut information about the sequential evolution of various service quality measurement models bearing relevance to the manufacturing sector. The review of 28 service quality models evolved from 1984 to 2017 coupled with focus group discussion with academicians, industry professionals and SME consultants revealed that PZB's SERVQUAL model (using perception scale only) in conjunction with Carr's FAIRSERV model will be a befitting yardstick for evaluating service quality at various echelons in the supply chains of manufacturing units under study. The paper also provides a valuable insight into service quality measurement in a previously ignored sector--small and medium manufacturing units--and offers directions for future research. [ABSTRACT FROM AUTHOR]
Copyright of IUP Journal of Supply Chain Management is the property of IUP Publications and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Engineering Source
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  Data: Service Quality Models: A Critical Analysis About Their Relevance to Supply Chains of Small-Medium Manufacturing Units.
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  Data: <searchLink fieldCode="AR" term="%22Gandhi%2C+Surjit+Kumar%22">Gandhi, Surjit Kumar</searchLink><relatesTo>1</relatesTo><i> skgandhi21@gmail.com</i><br /><searchLink fieldCode="AR" term="%22Sachdeva%2C+Anish%22">Sachdeva, Anish</searchLink><relatesTo>2</relatesTo><i> asachdeva@nitj.ac.in</i><br /><searchLink fieldCode="AR" term="%22Gupta%2C+Ajay%22">Gupta, Ajay</searchLink><relatesTo>2</relatesTo><i> guptaa@nitj.ac.in</i>
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  Data: <searchLink fieldCode="JN" term="%22IUP+Journal+of+Supply+Chain+Management%22">IUP Journal of Supply Chain Management</searchLink>. Mar2018, Vol. 15 Issue 1, p7-39. 33p.
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  Data: <searchLink fieldCode="DE" term="%22Supply+chains%22">Supply chains</searchLink><br /><searchLink fieldCode="DE" term="%22Small+business%22">Small business</searchLink><br /><searchLink fieldCode="DE" term="%22Manufacturing+industries%22">Manufacturing industries</searchLink><br /><searchLink fieldCode="DE" term="%22Quality+of+service%22">Quality of service</searchLink><br /><searchLink fieldCode="DE" term="%22Focus+groups%22">Focus groups</searchLink>
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  Label: Abstract
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  Data: The present paper attempts to review 28 popular service quality models in the light of ever changing industrial scenario and analyze them for suitability/need for modifications in the context of small-medium manufacturing units. The study is of immense importance as it provides clear-cut information about the sequential evolution of various service quality measurement models bearing relevance to the manufacturing sector. The review of 28 service quality models evolved from 1984 to 2017 coupled with focus group discussion with academicians, industry professionals and SME consultants revealed that PZB's SERVQUAL model (using perception scale only) in conjunction with Carr's FAIRSERV model will be a befitting yardstick for evaluating service quality at various echelons in the supply chains of manufacturing units under study. The paper also provides a valuable insight into service quality measurement in a previously ignored sector--small and medium manufacturing units--and offers directions for future research. [ABSTRACT FROM AUTHOR]
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  Label:
  Group: Ab
  Data: <i>Copyright of IUP Journal of Supply Chain Management is the property of IUP Publications and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
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      – SubjectFull: Small business
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      – SubjectFull: Manufacturing industries
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