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

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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.

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Authors and Affiliations

  1. Department of Mechanical Engineering, YMCA University of Science and Technology, Faridabad, Haryana, 121006, India

    Bhupender Singh, Sandeep Grover & Vikram Singh

Authors
  1. Bhupender Singh
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  2. Sandeep Grover
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  3. Vikram Singh
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Correspondence to Bhupender Singh.

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Singh, B., Grover, S. & Singh, V. A benchmarking model for Indian service industries using MICMAC and WISM approach. Int J Syst Assur Eng Manag 8 (Suppl 2), 1266–1281 (2017). https://doi.org/10.1007/s13198-017-0598-4

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  • DOI: https://doi.org/10.1007/s13198-017-0598-4

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