• ISSN: 2010-0248 (Print)
    • Abbreviated Title: Int. J. Innov.  Manag. Technol.
    • Frequency: Quarterly
    • DOI: 10.18178/IJIMT
    • Editor-in-Chief: Prof. Jin Wang
    • Managing Editor: Ms. Nancy Y. Liu
    • Abstracting/ Indexing: Google Scholar, CNKI, Ulrich's Periodicals Directory,  Crossref, Electronic Journals Library.
    • E-mail: ijimt@ejournal.net
IJIMT 2010 Vol.1(3): 322-327  ISSN: 2010-0248
DOI: 10.7763/IJIMT.2010.V1.60

Service Quality Measurement with Minimum Attributes (SERVQUAL-MA) Technique Upgrade by Human Resource Development

Pijush Kanti Bhattacharjee

Abstract—Human Resource Development (HRD) is an important area in which total progress and achievement of an organization lies. A HR or HRD manager should have sound knowledge in various fields and he has to adopt different techniques for practical development purposes. The measurement of service quality is a problematic due to inherent peculiarities and fluctuations regarding human service involved. Several researchers has tried to find out solution for service quality measurement using normal scaling technique like Liker scale, Ordinal scale etc., but they have not yet succeeded to measure service quality in a real time basis. In this paper, I have shown how adopting Human Resource Development upgrade service quality by considering the most important three attributes like responsiveness, empathy and innovative power of the involved human beings (workers) in a real time basis. Measurement and analysis of service quality by the three attributes for different organizations are adhered by advance level computer software like DBMS, RDBMS, Data Mining, Data Warehouse, Tera data etc.

Index Terms—Human Resource Development (HRD), Empathy, Innovative power, Responsiveness, Servqual,Servperf, Servqual-MA.

Pijush Kanti Bhattacharjee is an Assistant Professor in the Department of Electronics and Communication Engineering, Bengal Institute of Technology and Management, Santiniketan, P.O. Doranda, West Bengal, Pin-731236, India. He is an Ex Asssitant Director in the Department of Telecommunications (DoT), Government of India, India. He is a Member of IE, ISTE, IAPQR, IIM, ARP, India; CSTA, USA; IACSIT, Singapore and IAENG, Hongkong.
(Phone No: +91-33-25954148, Email: pijushbhatta_6@hotmail.com)


Cite: Pijush Kanti Bhattacharjee, " Service Quality Measurement with Minimum Attributes (SERVQUAL-MA) Technique Upgrade by Human Resource Development," International Journal of Innovation, Management and Technology vol. 1, no. 3, pp. 322-327, 2010.

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