Interpretive structural modeling for E-electricity utility service

Suchismita Satapathy (), Saroj Patel (), Amitabha Biswas () and Pravudatta Mishra ()

Service Business, 2012, vol. 6, issue 3, 349-367

Abstract: Service quality has been recognized as one of the major factors for an organization's sustainability. It is one of the driving forces for an organization’s achievement. Service quality may be represented by the comparison between customers’ expectations of how a company or organization should perform and the customer’s perception of the service performance. For successful delivery of public services, use of online technology has rapidly become a benchmark for effective public sector management. Governments worldwide are attempting to harness the potential offered by these new technologies to create new dimensions of economic and social progress. The present article discusses the important aspects of customer's satisfaction in service quality of E-electricity utility service by interpretive structural modeling method. Copyright Springer-Verlag 2012

Keywords: E-governance; Electricity utility service; Service quality; Interpretive structural modeling (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (2)

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DOI: 10.1007/s11628-012-0139-9

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