Modeling and Analysis of the Impact of People Quality on the Quality of Service

Abstract

India is a unique country in many ways, it is the largest democracy and soon will be the largest populated country in the world. Its judiciary system is based on the common law system and is said to be unbiased. The defence services are structured in such a way that they are independent of political influences. The media has complete freedom so that the citizens of the country can get a transparent view of the incidents happening in the country. Despite so many uniqueness, India ranks 85th out of 180 countries (source: transaprency.org) in the corruption perception index, it ranks 131 out of 141 countries (source: theglobaleconomy.com) in the happiness index, ranks 63 out of 190 countries (source: trading economics.com), falls in the moderate risk zone (source: ti-defnce.org) in the government defence integrity index. newlineDespite these stats, the country is growing in terms of building the state of the art infrastructure, implementing various automation and trying to be more efficient by using technology. However, the effectiveness seems to be getting lost. The impact these factors should have on improving the lives of human beings is not there. Despite so many improvements, the real question remains unanswered are we improving? Moreover, if there are so many developments happening in the non-people quality space, then is it the quality of people that are pulling the country down on various parameters? Hence this research study intends to determine, understand and analyse the people quality factors on the country s overall growth. newlineIndia s GDP is primarily driven by the service sector and hence any growth and improvement in this sector may proportionally fuel the GDP. Analysing further, in the Service sector, the delivered service quality depends on two major factors People and Non-People related factors. Some of the Non-People related factors are quality of infrastructure quality, facilities quality and availability, equipment quality and availability that are used in delivering the service, maintenance level of