Modeling the relationship between productivity use of technology and service quality among indian airline service providers

Abstract

The service industry plays an important role in the world economy India is competing with other nations for an increasing share of the emerging world market Therefore improving the quality of Indian goods and services has become a National concern There have been extensive studies made on the topics of productivity the use of technology and service quality The role of Technology in improving productivity is also well documented The extensive use of Technology to enhance productivity may result in poor service quality as perceived by the customer However rarely do we find any attempt to have been made to study relationship between Productivity Use of Technology and Service Quality The possible reason for not many research works on modeling the relationship between productivity Use of Technology and Service Quality may be due to the fact that productivity and Use of Technology can be expressed easily in quantitative terms but Service Quality is based on perception