This Research paper underlines the dominance of service quality
and adaptability of TQM in the service sector. It explains that
with the growing maturity of society with respect to education,
culture and standards of living, the user expectations and
demands for improved quality of service are increasing. This is
part of the pressure causing service organizations to explore
total quality management (TQM) as a means of driving quality
improvement into all their activities.
We have witnessed the increased acceptance and use of TQM
even in the service sector during the last decade, with service
quality being an important factor for growth, survival and
success. Interest in service quality has increased in the recent
years, with a growing literature applying TQM concepts in the
service sector