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A benchmarking model for Indian service industries using MICMAC and WISM approach

Author

Listed:
  • Bhupender Singh

    (YMCA University of Science and Technology)

  • Sandeep Grover

    (YMCA University of Science and Technology)

  • Vikram Singh

    (YMCA University of Science and Technology)

Abstract

The major intention of this study is to recommend a benchmarking model of service quality for Indian service industries in successful implementation of quality system and enhancement in continuous basis, Stare for this, seventeen critical factors of service qualities have been recognized with their relationship, which are further analyzed by utilizing Weighted Interpretive structural modeling approach. This approach is useful to develop the relationship among various factors of the service quality and to identify the key measures. The measurement evaluated in this paper will help the service industries to benchmark their performance. It is an approach for refining the decision making in benchmarking implementation for service industries.

Suggested Citation

  • Bhupender Singh & Sandeep Grover & Vikram Singh, 2017. "A benchmarking model for Indian service industries using MICMAC and WISM approach," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 8(2), pages 1266-1281, November.
    • Handle: RePEc:spr:ijsaem:v:8:y:2017:i:2:d:10.1007_s13198-017-0598-4
    DOI: 10.1007/s13198-017-0598-4
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    References listed on IDEAS

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