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A holistic model for total quality service

G.S. Sureshchandar (Indian Institute of Technology Madras, Chennai, India)
Chandrasekharan Rajendran (Indian Institute of Technology Madras, Chennai, India)
R.N. Anantharaman (Indian Institute of Technology Madras, Chennai, India)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 October 2001



Total quality service (TQS) is a socio‐technical approach for revolutionary and effective management. However, the contemporary quality management literature is overridingly manufacturing oriented and there seems to be a dearth of comprehensive studies (from the management’s perspective) addressing the critical dimensions of TQS that will depict a holistic TQM philosophy in service organizations. The present study is an earnest endeavour to fill this void. Based on a thorough review of the prescriptive, practitioner, conceptual and empirical literature, the study has identified 12 dimensions as crucial for the inculcation of a TQM ambience in a service set‐up. The criticality of each of these dimensions from a service perspective is corroborated in detail. An instrument for measuring TQS with specific reference to the banking sector has been developed. Data have been collected from executives from banks in a developing economy. The instrument has been empirically tested for unidimensionality, reliability and construct validity using a confirmatory factor analysis approach. A model for TQS has also been proposed, illustrating the relationships between the various dimensions. The present research work offers a systematic framework for the conceptual and empirical understanding of TQS and its critical factors.



Sureshchandar, G.S., Rajendran, C. and Anantharaman, R.N. (2001), "A holistic model for total quality service", International Journal of Service Industry Management, Vol. 12 No. 4, pp. 378-412.




Copyright © 2001, MCB UP Limited

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