管理人员总体质量观和消费者服务质量观点的差别.pdfVIP

TOTAL QUALITY MANAGEMENT, VOL. 13, NO. 1, 2002, 69- 88 The relationship between management’s perception of total quality service and customer perceptions of service quality G. S. Sureshchandar, Chandrasekharan Rajendran R. N. Anantharaman Industrial Engineering and Management Division, Department of Humanities and Social Sciences, Indian Institute of Technology Madras, ChennaiÐ 600 036, Tamil Nadu, India abstract The eþ ectiveness of quality management programmes at resulting in enhanced business perfo rmance has been a major subject of interest fo r business and academia alike. In service organizations, customer-perceived ser vice quality is considered as one of the key determinants of business performance. The current study strives to examine the in¯ uence of total quality ser vice (TQS) dimensions on customer-perceived ser vice quality. Multiple regression analysis has been used to investigate the relationship between the diþ erent dimensions of TQS and the various factor s of ser vice quality. The results have indicated that the TQS dimensions, as a whole, are indeed good predictors of service quality. Furthermore, the soft issues of TQS (such as human resource manage- ment, customer focus , service culture, employee satisfaction, top management commitment and leadership and social responsibility) seem to be more vital than do hard issues in positively in¯ uencing customer-perceived service quality. Introduction The last two decades have witnessed tumultuous changes in the business environment, with quality consistently being considered as one of management’s top-most competitive priorities and a prerequisite for sustenance and growth. The quest for quality improvement has become a highly desired objective in today’s intensely competitive global market-place. Quality management has been reckoned a