A Study On Customer Satisfaction and Service Quality Measurement in Wellness Industry in India An Empirical Study of Wellness Centres in India

Abstract

The last two decades have seen an increasing emphasis on service industries. Customized quality has become the watchword for services, and finding or implementing an appropriate system of quality measurement has been the main concern of many researchers and specialists. The wellness service Industry is one of the service industries which are closely involved with customers. Thus, it has become an important area for investigation in the field of service industry. newlineThe Indian Wellness Industry evidently is facing many obstacles in its attempts to develop the quality of its wellness services. The main obstacle to the success of these plans is that wellness centres in developing countries do not have a suitable method for the measurement of the quality of their services, and therefore they do not have a correct understanding of in what ways and to what extent the provided services have been effective in meeting customer expectations. This research is an attempt at developing an instrument of measurement for the assessment of quality in service, in general, and in wellness services, in particular. newline newline