INTRODUCTION
n today’s changing, and developing global world, both service and manufacturing companies are
confronted with a fundamental business challenge, survival and success in a turbulent and increasingly
competitive environment. This competition focuses on before and after sales services rather than
products’ attributes and manufacturing (1).
Today, service industries are dominant in developed countries even though services are among the fastest
growing sector in emerging countries, and the importance of service to the economy continues to increase. Due to
phenomenal growth of the service sector in modern society, the importance of service management and service
quality is also expected to increase.
The role of service quality is widely recognized as being a critical determinant for the success and survival
of an organization in today’s competitive environment. Any decline in customer satisfaction due to poor service