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In today’s hyper competitive world successfully managing the service quality for e-transaction is very important for the success of banks. Researchers in past have advocated on the importance and relations of measurement and monitoring of e-service quality with profitability and competitiveness, but very few researchers have attempted to explore the area of e-service quality in banks. It is necessary for banks to understand e-service quality factors to launch a e-service improvement drive. Also, it is necessary for the banks to understand their interrelationships and rank them and identify the key factor and take necessary actions for improvement. This paper presents a unique approach addressing all the needs such as: (a) Identification of e-service quality factors, (b) Understanding hierarchy structures for ranking, (c) DEMATEL for analyzing the cause and effect relationship among the identified factors of e-service quality. Further, this research also proposed TOPSIS (Technique for Order Preference by Similarity to an Ideal Solution) for comparison of banks. The findings of this paper have very implications and can help in guiding the banks for improvement of e-service quality.

Purpose – The purpose of this paper is to explore the perception of Indian logistics managers and employees engaged on the steel sector having knowledge and exposure on the logistics network and logistics cost in Indian steel sector using descriptive analysis. Design/methodology/approach – To address the research questions, a survey-based empirical study was carried out in a representative sample of 226 from different levels like managers, senior managers, presidents and vice presidents and general managers at the operational levels at reputed steel industries having annual turnover of 250,000 dollars. All 226 responses received and analyzed descriptively and the results presented. Findings – The result showed that 83 percent of the respondents perceived the importance of network mapping and the elements of logistics cost with reference to the total overall logistics cost on the context of Indian steel industry. At the same time, poor infrastructure and port inefficiency were the main barriers for increasing the logistics cost as perceived by the respondents. Research limitations/implications – The sample is restricted to the logistics networking and the elements of logistics cost in Indian steel industry only. So caution needs to be exercised in generalizing the results Practical implications – In order to achieve the cost level at other developed and developing nations, the government of India should give focus on infrastructure development, improvising the exiting road condition and sea port development so that bigger size vessels can call to Indian ports for direct delivery of goods without any transshipment. Further, government of Indian needs to promote the multi modal logistics providers for timely evacuation of material as per the demand of industry requirements. Social implications – In India, it is visualized that logistics company have an advantage of cheap availability of labor but on the other side have to manage high cost of logistics. Typically, the total cost on inbound logistics taken into consideration which is around 16-18 percent of the turnover whereas, the world average is around 7-8 percent. Originality/value – To the best knowledge of the authors this study is the first attempt to survey the perception of logistics managers on logistics networking and cost elements on the overall logistics cost incurring on steel manufacturing companies in India.

In the past decade, much has been written about total quality management (TQM) in manufacturing; however, less attention has been paid to the education sector. In this paper, 13 principles of TQM implementation have been identified using the Delphi technique and applied to engineering education. A relationship among these principles is developed using interpretive structural modelling (ISM) methodology. It helps in identifying the hierarchy of actions to be taken to improve the quality of engineering education. Categorisation of these principles based on their driving power (principles which hold other principles) and dependence (principles which are dependent on other principles) have also been examined for TQM implementation to study the driving power and dependence power of these principles. The objective is to determine a roadmap of TQM implementation and categorise TQM principles based on their driving power for quality improvement in engineering education with the use of an ISM-based model. The resu...

The purpose of this study is to explore the dimensions of e-service quality (e-SQ) in the context of the Indian banking sector and establish its relationship with customer satisfaction. Using a structured questionnaire, data was collected from 323 bank's customers. Exploratory factor analysis (EFA) and confirmatory factor analysis (CFA) were used to evolve a validated factor structure for measuring e-SQ in the Indian banking sector. Multiple regression analysis was used to assess the relations between e-SQ and customer satisfaction. The study identified a nine factor structure to measure e-SQ. The study also identified a positive relationship between e-SQ and customer satisfaction. The findings of this study can be used as a basis to provide the guidelines for improvement and training in e-SQ and would prove to be very useful to professionals. The findings have scalability from a single branch of the bank to the bank as a whole. This study is the first attempt to assess e-SQ dimensions in the Indian banking context using primary data. Copyright - 2019 Inderscience Enterprises Ltd. Scopus

With the accelerated pace of change the organizations are striving towards delivering product and services better then their known competitor. This is essential for their survival and sustainability. In this era of rapid changes, acquisitions and mergers, fast product changes, increasing customer demands, global pressures, information technology, the organizations need to continuously measure and monitor the quality delivered to the end customer. The ever changing demands of customers further makes the organizations working as a complex job. While, the future trends in the manufacturing can be predicted, but for the services it becomes difficult to predict on account of factors like perishability, heterogeneity, and intangibility. In such a scenario TQM becomes important. The orientation towards TQM helps in dealing with not only external pressures (customers, suppliers and distributors/dealers etc) but also with in organization (internal employees). Further, Today's economies are dominated by service industries; typically Indian GDP has more percentage of services as compared to manufacturing (www.indianbusiness.nic.in). This accelerated rise in this sector is mainly derived from the pressures of liberalizations and privatization. For example, the education, fast foods, retails, telecommunications, transportation and banking sectors have shown higher growths in the past decade The review of literature highlighted that the studies towards service sector in India are very few. In the developing economies of India, where services contribute a major portion of Indian GDP, the management can't be left on the chance; rather there is a need for its systematic management. In this light the present paper gains importance. Further, the present paper is proposed to study the drivers of TQM in the context of Indian service industries. The present paper is an attempt to highlight challenges and opportunities in Indian service sector. This paper will benefit researchers and practitioners to suggest the directions for growth and also it will help in identifying the areas of weakness and the ways for improvements.

PurposeThe objective of this paper is to propose a model for assessing the quality of service at various interfaces of supply chain using third party logistics.Design/methodology/approachBased on a rich combination of extensive literature review and insights gained through exploratory interviews, gap analysis methodology is used in developing the model. This was followed by an in‐depth analysis of gaps at various interfaces in supply chain. Further, both qualitative and quantitative techniques are suggested for data collection and analysis.FindingsThe key gaps in both the directions (forward and reverse) that are likely to affect the service quality at different levels are extensively defined. These gaps may exist between a 3PL service provider and the manufacturer, the marketing function and the 3PL service provider, etc. The paper also proposes frameworks such as data envelopment analysis for measurement of these gaps. A set of possible performance indicators is also proposed at various interfaces in supply chain.Practical implicationsThis proposed model is an attempt to explore the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This supply chain service quality tool will be beneficial to practising managers in identification of opportunities for improvements in service quality.Originality/valueThis paper explores some critical issues in the less explored area and offers practical help to researchers and practitioners in providing a direction for supply chain service quality improvement.

PurposeThe purpose of this paper is to highlight the importance of the concept of service quality in a supply chain and present a framework for its measurement.Design/methodology/approachA literature review was conducted on key service quality models and measurement issues. Various dimensions related to the quality of service were explored. This was followed by in‐depth exploratory interviews at different levels. Based on the insights gained, a conceptual framework for measurement of quality of service in supply chain is presented.FindingsThe paper presents a conceptual model of service quality in supply chains based on gap analysis. These gaps are bi‐directional. The bi‐directional gaps cover both inter‐ and intra‐organizational transactions in the supply chain. They include the gap between supplier and focal firm, focal firm and distributor, and distributor and customer. Further, implications of various factors such as economic, politico‐legal, technical, socio‐cultural, competition, demographic are also highlighted. A novel methodology for the measurement of these gaps using various tools such as quality loss function, data envelope analysis, etc. is also presented along with segregating indicators in three categories, namely, quality of service indicators, quality of service and performance indicators, and performance indicators.Research limitations/implicationsThe assessment of quality of service in the supply chain is an attempt to cover the relatively less explored area. It is expected that this research will further motivate researchers to work in this area. This service quality framework will be beneficial to researchers and practicing managers in identification of opportunities for improvements in service quality.Originality/valueThis paper explores research in the less explored area and offers practical help to researchers and practitioners in providing a direction for service quality improvement in the supply chain.

Managing quality in schooling system has always been a debate and area of concern for both researchers and practitioners. Managing quality in schools is very complex and demands for considering attention of stakeholders, the school management, non-teaching staff and of course, the government, and regulators. It is therefore, important that the quality of schools is continuously evaluated, monitored and improved for gaining competitiveness. This paper makes an attempt to identify such TQM criteria especially for Indian schooling system. This study adopts structured Delphi technique through consultation with a 26-member team of top experts. Ten TQM implementation measures and six performance measures have been identified for in Indian schools. These TQM measures can further be used to formulate a framework for the implementation of TQM practices in schools. This paper demonstrates how the structured Delphi method can be used to investigate and identify TQM constructs and performance measures for Indian schools.

Purpose - the purpose of this paper is to investigate and develop the criterions of TQM implementation for engineering education in Indian scenario. Design/methodology/approach - this paper provides a survey carried out using the Delphi methodology, triangulated with the results of other surveys carried out previously, as well as with the information gathered by means of several in-depth interviews carried out with the experts that participated in the Delphi-panel. Findings - total 13 guiding criterions of TQM implementation for engineering education were obtained through discussion with decision team of 26 members which consisted of authors, students, lecturers, professors, director/principal, management, parents and industrialists. Research limitations - the research in this paper is limited to Indian scenario; studies in other countries should be conducted to compare the results obtained. Practical implications - identification of the TQM implementation and performance criteria and sub-criteria will help in formulation of TQM model for implementation of TQM practices in engineering education sector. Originality/value - the paper shows how the classical Delphi technique can be successfully used to investigate and develop the criterions of TQM implementation for engineering education.

The demand chain management (DCM) involves a high level of complexity due to interrelationships and feedback nature of process parameters, which makes the system dynamic. Understanding these dynamics will help in better management of the demand chain. The scope of DCM is not limited to fulfillment of present demand but also extends to managing the demand creation, which requires involvement of the whole enterprise, and to accomplish this it is necessary to take into consideration all the complexities and dynamics involved within the system. The purpose of this paper is to present a conceptual model of demand chain management, and suggest a mechanism for processing of demand information, which will help in developing an understanding of complexities and feedback nature. Exploratory interviews were conducted with experts to identify the drivers of DCM and to understand the impact of demand information in decision making. The conceptual model presented shows parameters affecting the DCM. It will be useful in developing an understanding of complexities and dynamics involved in DCM. The understanding thus gained will result in improvement of DCM effectiveness, making it more responsive and customer-oriented. Further, the paper also attempts to address research implications for future research in this area.

The Six Sigma methodology has been successfully implemented in manufacturing and organised service sectors such as banking, healthcare, etc., whereas non-formal service sector have no quality consciousness and any measurable data, which helps to evaluate the quality of product (services). This paper seeks to introduce the Six Sigma-based methodology for non-formal service sectors, the framework which explores the quality need and maps them to define, measure, analyse, improve and control (DMAIC) methodology. The proposed framework introduced the step to collect the attribute data about operational activities and performance of non-formal service sector – explore. This data is then compared with the organised service sectors so as to establish operational activities in structured manner like formal service sector – establish. This paper introduces the unique Six Sigma-based methodology explore, establish, define, measure, analyse, improve and control (EEDMAIC) for non-formal domain of the service sector. The paper also includes the case study of a newspaper agency.