An instrument for the measurement of customer perceptions of quality management in the software industry: An empirical study in India |
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Authors: | George Issac Chandrasekharan Rajendran R N Anantharaman |
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Affiliation: | (1) Department of Management Studies, Indian Institute of Technology Madras, Chennai, 600 036, Tamil Nadu, India |
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Abstract: | Most of the available literature on quality management is based on management’s perception; few studies examine critical issues
of quality management from the customer’s perspective, especially in the software industry. In order to gain an insight into
what customers expect from a product/service, an analysis of quality management from customer’s point of view is essential.
Such an understanding would help the managers to adopt strategies that can enhance the satisfaction level of their customers.
The present study highlights the critical factors of quality management in the software industry from the customer’s perspective.
Six critical factors are identified: and an instrument, comprising these factors, is developed and validated so as to measure
the customer’s perception of quality management in the software industry.
George Issac is an Assistant Professor in Mar Athanasius College of Engineering, Kothamangalam, India. He holds a B.Sc (Engg.) degree
in Mechanical Engineering from Kerala University, and M.Tech and Ph.D degrees in Management from IIT Madras. His research
areas are TQM and Organizational Behavior. He has published articles in the area of quality management in journals such as
Total Quality Management and Business Excellence, and Quality Management Journal of American Society for Quality.
Chandrasekharan Rajendran is a Professor of Operations Management in the Indian Institute of Technology Madras. His research interests are in TQM,
Scheduling and Simulation. He has published several articles in international journals. He has publications in the area of
TQM in journals such as Total Quality Management, International Journal of Production Research, International Journal of Service
Industry Management, International Journal of Bank Marketing, and Journal of Services Marketing. He serves as referee for
many journals. He is a recipient of the Alexander von Humboldt Fellowship of Germany.
R.N. Anantharaman is a Professor of Management in the Indian Institute of Technology, Madras. His research interests are in TQM, Organizational
Behavior and Industrial Psychology. He has published several articles in international journals. He has published research
articles in the area of TQM, HRM Practices, Change Management, etc., in Journals such as Total Quality Management, International
Journal of Production Research, International Journal of Bank Marketing, International Journal of Service Industry Management,
Journal of Services Marketing, International Journal of Human Resource Management, and Journal of Transnational Management
Development. |
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Keywords: | Quality management Software industry Customer’ s perception Instrument Critical factors Empirical study Confirmatory factor analysis |
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