NDLI: Service Quality to Loyalty- Effect of function and facility

Content Provider	IEEE Xplore Digital Library
Author	Singh, V. Grover, S. Kumar, A.
Copyright Year	2007
Description	Author affiliation: YMCA Inst. of Eng., Faridabad (Singh, V.; Grover, S.)
Abstract	Any organization, manufacturing or service aims at customer satisfaction by enhancing the value of its products or service facility. Quality of a product is subset of its value and is defined as "totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs". Thus value of a product or service is dependent on its capability to fulfill primary (stated need) and secondary functions (implied need). Enormous literature on service quality has identified various dimensions of service quality viz. tangible, responsiveness, reliability, assurance, and empathy. Service quality is an overall attitude towards a service firm. For instance, a customer may be satisfied with one service encounter, but the overall perception towards the service organization may be poor. The present work visualizes the quality of service in terms of its value to customers. The paper further identifies the factors responsible for 'quality of function' and 'quality of facility' for different service organizations. The interrelationship developed between various factors will help in deriving the conclusive effect of 'function and facilities' as these are responsible for success of any service organization.
Starting Page	1724
Ending Page	1727
File Size	358256
Page Count	4
File Format	PDF
ISBN	9781424415281
DOI	10.1109/IEEM.2007.4419487
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2007-12-02
Publisher Place	Singapore
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Visualization Service Function & Facility Instruments Humans Quality of service Mechanical engineering Delay Customer satisfaction Service Quality Production Packaging Value Manufacturing
Content Type	Text
Resource Type	Article

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
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4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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