People Quality Measurement in Service Industry: A New Approach

Nitin Gupta, Prem Vrat and Ravindra Ojha

Metamorphosis: A Journal of Management Research, 2023, vol. 22, issue 1, 55-72

Abstract: In the service sector, the quality of people working at the operational level plays a crucial role in delivering a satisfactory customer experience. Though the types of attributes may be the same, their degree of impact on the delivered service quality may vary from one industry to another. This article uniquely identifies the critical attributes of people quality specific to the 10 contributing industries in the service sector. In the research article, the tools such as brainstorming, a focused group approach, a survey questionnaire, secondary research, and analytic hierarchy process (AHP) have been used for the identification, selection, prioritization, and weight allocation to the CTQs, sub-CTQs that define the quality of people. Further detailed analysis resulted in a three-layered hierarchy with key segments such as attitude, skill, and knowledge at the top at level one, seven critical to quality (CTQs) at level two, and 35 sub-CTQs at level three. Based on the identified CTQs and sub-CTQs, two innovative indices have been developed—quick people quality index (QPQI) and overall people quality index (OPQI). These indices may conveniently be used for evaluating the performance of an individual working at an operational level, engaged in the identified industry in the service sector. These indices are easy to use and require little computation time. The service organization may greatly be benefited by measuring the people quality periodically. They may take the initiatives to bridge the gaps highlighted by this model and improve people’s quality. This improvement in people quality will lead to an improvement in the delivered service quality of the organization.

Keywords: People quality; service quality; operations quality; customer service experience; CTQ; AHP (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:sae:metjou:v:22:y:2023:i:1:p:55-72

DOI: 10.1177/09726225231157973

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