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Measuring the Service Quality of Services: TRADONIC SERVQUAL Model
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Author(s): Abhishek Vashishth (Indian Institute of Management Tiruchirappalli, India)and Ayon Chakraborty (Indian Institute of Management Tiruchirappalli, India)
Copyright: 2018
Pages: 23
Source title:
E-Manufacturing and E-Service Strategies in Contemporary Organizations
Source Author(s)/Editor(s): Norman Gwangwava (Botswana International University of Science and Technology, Botswana)and Michael Mutingi (Namibia University of Science and Technology, Namibia)
DOI: 10.4018/978-1-5225-3628-4.ch009
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Abstract
SERVQUAL and e-SERVQUAL have been considered the most effective and powerful approaches in evaluating the quality and gaps in the service delivered in traditional and electronic services, respectively, but neither SERVQUAL nor e-SERVQUAL can measure the overall service quality of the firm. Therefore, this chapter aims to propose and test a new scale that can measure the overall service quality of the firm.
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