Industrial Engineering & Management

Lakshmi Jagannathan

Publications

• Review Article
  Study Based on Servqual Dimensions in Service Industry - A Literature Review
  Author(s): Jubin Jacob Mathew and Lakshmi Jagannathan Jubin Jacob Mathew and Lakshmi Jagannathan
  
  Information technology sector as we know is the fastest growing sectors in the world today. India is seeing a growth of nine percent. This emerging shift in Indian IT industry can be accounted to many factors such as the growth of Indian economy, the change in consumer’s attitude, the increase in per capita income and overall household income, and the influence of western culture, being a few of them. In today’s world organizations are improving the quality of services to maximize the profits by increasing the customer satisfaction through information technology. Organizations identify top service providers who can identify gaps in market and improve service provision and help them retain their customers. This paper is a review of few journals related to the use of SERVQUAL dimensions in information technology to improve service quality. Around 5 journal articles are close.. Read More»
  DOI: 10.4172/2169-0316.1000167

  Abstract PDF