Association Between Service Quality And Total Quality Management

Abstract

Service Quality model now a day has wide applications in diverse sectors and areas. It helps in identifying five major gaps that could act as obstacles towards achieving desired goals and objectives. The overall objective of service quality model is to eliminate the gap between perceived quality and received quality. Total Quality Management represents implementation of quality parameters from all possible segments and n all possible activities in order to develop a value chain for effective achievement of quality goals. The current study investigates the impact of service quality model on total quality management on hotel staff in Jammu and Kashmir. The study seeks to evaluate the impact of several dimensions of service quality (Assurance, Reliability, Empathy and Responsiveness) on several dimensions of total quality management (Customer Focus, Benchmarking, Employee Empowerment, Employee Development and Continuous Improvement).