2.2.4 Emergence of service quality

2.2.4 Emergence of service quality

 Research on service quality has helped various organizations to create satisfied customers since it mostly deals with different aspects of customer relations or in other words how to keep a customer happy. In the begin of 1920’s the idea of “quality” started to see the limelight  (Garvin ,1988), statistical process control measurements done by  some United states industry  identified as the second phase of quality thinking process. These methods called as shewhart’s methods back in 1930’s. military also contributed to quality thinking in world war II. Mainly in 1950’s quality related studies,research and discussion have given much attention and some standard quality measurement tools in manufacturing developed.but only in the end of 1970’s these factors  developed into the intangible concept that we call service quality. ( gummesson,1991). The quality thinking in service sector started to boom after 1980’s and in highly industrialized countries the key element of their economy is service sector. In the highly competitive market of today service quality is a must for the survival of any organization therefore the focus on quality is clearly significant (Ghobadian et al., 1994).