Assessing service quality of online bill payment system using extended SERVQUAL model (SERVQUAL-Butterfly model): A case study of Dhaka electric supply company limited (DESCO), Bangladesh

Assessing service quality of online bill payment system using extended SERVQUAL model (SERVQUAL-Butterfly model): A case study of Dhaka electric supply company limited (DESCO), Bangladesh

The aim of this paper is to assess the service quality of Dhaka Electric Supply Company Limited’s (DESCO) online bill payment system using extended SERVQUAL model termed as SERVQUAL-Butterfly Model that integrates customer expectation and perception of actual service quality, customer satisfaction,...

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Bibliographic Details
Main Authors: Mohammad Anisur Rahman, Xu Qi, Abu Naser Mohammad Saif, Ismail Bin Ibrahim, Rabeya Sultana
Format: Article
Language:English
Published: Taylor & Francis Group 2017-01-01
Series:Cogent Business & Management
Subjects:
servqual
servqual-butterfly model
pls-sem
higher order hierarchical model
formative–reflective model
desco
bangladesh
Online Access:http://dx.doi.org/10.1080/23311975.2017.1301195

Internet

http://dx.doi.org/10.1080/23311975.2017.1301195

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