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Measuring the Service Quality of Services: TRADONIC SERVQUAL Model

Measuring the Service Quality of Services: TRADONIC SERVQUAL Model

Abhishek Vashishth, Ayon Chakraborty
Copyright: © 2018 |Pages: 23
ISBN13: 9781522536284|ISBN10: 1522536280|EISBN13: 9781522536291
DOI: 10.4018/978-1-5225-3628-4.ch009
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MLA

Vashishth, Abhishek, and Ayon Chakraborty. "Measuring the Service Quality of Services: TRADONIC SERVQUAL Model." E-Manufacturing and E-Service Strategies in Contemporary Organizations, edited by Norman Gwangwava and Michael Mutingi, IGI Global, 2018, pp. 219-241. https://doi.org/10.4018/978-1-5225-3628-4.ch009

APA

Vashishth, A. & Chakraborty, A. (2018). Measuring the Service Quality of Services: TRADONIC SERVQUAL Model. In N. Gwangwava & M. Mutingi (Eds.), E-Manufacturing and E-Service Strategies in Contemporary Organizations (pp. 219-241). IGI Global. https://doi.org/10.4018/978-1-5225-3628-4.ch009

Chicago

Vashishth, Abhishek, and Ayon Chakraborty. "Measuring the Service Quality of Services: TRADONIC SERVQUAL Model." In E-Manufacturing and E-Service Strategies in Contemporary Organizations, edited by Norman Gwangwava and Michael Mutingi, 219-241. Hershey, PA: IGI Global, 2018. https://doi.org/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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