Dr. R. Saravanan
Abstract
Due to the entry of multinational service organizations in Indian market, Indian servicefirms have to deliver their services at worldclass standards in order to survive in the long run. Hence, Indian service sector has been forced to adopt new strategies like Total Quality Service (TQS) in their organizations. Total quality service refers to total quality management (TQM) in service organizations. In this context, the service providers are mainly interested to know to what extent the implementation of TQS in their organizations will improve Business Performance and Customer Satisfaction. Hence, the present research work examines the relationship between the critical dimensions of TQS and the organizational performance factors with respect to automobile service sector.
Keywords- Total Quality Service, Organizational Performance, Analysis.