After the successful implementation of TQM in manufacturing it is now being extensively applied in service sectors including banks, to improve business performance. Keeping this in view, the purpose of this paper is to present a detailed overview of the role of service quality and Total Quality...

The purpose of this paper is to develop a comprehensive framework in order to identify, rank and classify key quality dimensions for healthcare establishments (HCEs) and to understand the contextual relationship between them for growth and development of Indian HCEs. The methodology adopted in...

Total quality management (TQM) has been widely considered as the strategic, tactical and operational tool in the quality management research field. It is one of the most applied and well accepted approaches for business excellence besides Continuous Quality Improvement (CQI), Six Sigma,...

Purpose – The purpose of this article is to identify and critically analyze healthcare establishment (HCE) quality parameters described in the literature. It aims to propose an integrated quality model that includes technical quality and associated supportive quality parameters to achieve...