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Published in:

Volume 8 Issue 9
September-2021
eISSN: 2349-5162

UGC and ISSN approved 7.95 impact factor UGC Approved Journal no 63975

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Published Paper ID:
JETIRFB06011


Registration ID:
314997

Page Number

76-86

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Title

Revisiting the Service Quality Evaluating Models in Manufacturing Supply Chains of Indian SMEs

Abstract

Service quality has been the subject of intense academic and business debate as organisations have increasingly paid more attention to the quality of services they deliver to the customers. Studies in a variety of disciplines have brought a substantial body of theory and research under the complex and dynamic nature of service quality. Service quality has become the most dominant theme in services marketing research. Rendering quality service has become a key for achieving success and gaining advantage over competitors. Recently, service quality has been extensively researched, as it has become vital for service firms to pay attention to it due to increased competition. Based on different definitions of service quality, researchers have put forward different models for evaluating service quality, making its operationalization further complex. The literature on service quality-related issues along the entire supply chain, particularly with respect to SMEs, is not much available. Though SERVQUAL has been a frequently used measure of service quality, of late, researchers have questioned aspects of its application and signaled caution in its use. In this paper, seven industry-specific models viz.: Technical and Functional Model (Grönroos 1984), GAP Model Model (PZB, 1988), Performance only model (Cronin and Tylor, 1992), The Three-Component Model (Rust and Oliver, 1994), PCP attributes model (Philip and Hazlett, 1997), Hierarchical Model (Brady and Cronin, 2001) and FAIRSERV Model (Carr, 2007) have been studied and their features have been described. The description provides helpful directions to researchers and practitioners in developing and utilizing new industry specific instruments.

Key Words

Service Quality, Service Quality Models, SMEs, SERVQUAL, SERVPERF, Hierarchical Model, FAIRSERV, SERVDIV

Cite This Article

"Revisiting the Service Quality Evaluating Models in Manufacturing Supply Chains of Indian SMEs", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.8, Issue 9, page no.76-86, September-2021, Available :http://www.jetir.org/papers/JETIRFB06011.pdf

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2349-5162 | Impact Factor 7.95 Calculate by Google Scholar

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 7.95 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Cite This Article

"Revisiting the Service Quality Evaluating Models in Manufacturing Supply Chains of Indian SMEs", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.8, Issue 9, page no. pp76-86, September-2021, Available at : http://www.jetir.org/papers/JETIRFB06011.pdf

Publication Details

Published Paper ID: JETIRFB06011
Registration ID: 314997
Published In: Volume 8 | Issue 9 | Year September-2021
DOI (Digital Object Identifier):
Page No: 76-86
Country: -, -, India .
Area: Engineering
ISSN Number: 2349-5162
Publisher: IJ Publication


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