Quality in Services

Shyama Prasad Mukherjee ()
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Shyama Prasad Mukherjee: University of Calcutta

Chapter Chapter 2 in Quality, 2019, pp 21-40 from Springer

Abstract: Abstract The pattern of human consumption has changed dramatically over the last few decades, services accounting for more than 40% of the total consumption expenditure against only less than 25% earlier. And quite expectedly, the service sector now contributes a much larger share in the total national income, quite so compared to ‘manufacturing’. Recent estimates put this figure at 58%. Consequently, diversity and quality of services have attracted a lot of attention, and many initiatives have been being taken to improve these.

Keywords: Total Consumption Expenditure; Service Delivery Process; Randomized Response Technique; Defect Rate; Quality Function Deployment (QFD) (search for similar items in EconPapers)
Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:spr:isbchp:978-981-13-1271-7_2

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DOI: 10.1007/978-981-13-1271-7_2

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