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Employee and customer perceptions of service quality: A look at India

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Abstract

Customers (n = 128) and employees (n = 93) from a large service organization in India responded to a survey regarding their satisfaction with the organization and their satisfaction with key processes regarding their specific service area. As in the United States, there was agreement between Indian customer and employee ratings. However, there were also some major differences. The impact of these differences on strategic organizational initiatives is discussed.

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Authors and Affiliations

  1. Hofstra University, USA

    Comila Shahani-Denning

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  1. Comila Shahani-Denning
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Correspondence to Comila Shahani-Denning.

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Shahani-Denning, C. Employee and customer perceptions of service quality: A look at India. Curr Psychol 19, 292–300 (2000). https://doi.org/10.1007/s12144-000-1021-9

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  • DOI: https://doi.org/10.1007/s12144-000-1021-9

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