A benchmarking model for Indian service industries using MICMAC and WISM approach

Bhupender Singh (), Sandeep Grover () and Vikram Singh ()
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Bhupender Singh: YMCA University of Science and Technology
Sandeep Grover: YMCA University of Science and Technology
Vikram Singh: YMCA University of Science and Technology

International Journal of System Assurance Engineering and Management, 2017, vol. 8, issue 2, No 57, 1266-1281

Abstract: Abstract The major intention of this study is to recommend a benchmarking model of service quality for Indian service industries in successful implementation of quality system and enhancement in continuous basis, Stare for this, seventeen critical factors of service qualities have been recognized with their relationship, which are further analyzed by utilizing Weighted Interpretive structural modeling approach. This approach is useful to develop the relationship among various factors of the service quality and to identify the key measures. The measurement evaluated in this paper will help the service industries to benchmark their performance. It is an approach for refining the decision making in benchmarking implementation for service industries.

Keywords: Weighted interpretative structural modeling (WISM); Benchmarking; Indian service industries; Critical success factors (CSFs) (search for similar items in EconPapers)
Date: 2017
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DOI: 10.1007/s13198-017-0598-4

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