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Interpretive structural modeling for E-electricity utility service

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Listed:
  • Suchismita Satapathy
  • Saroj Patel
  • Amitabha Biswas
  • Pravudatta Mishra

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

Suggested Citation

  • Suchismita Satapathy & Saroj Patel & Amitabha Biswas & Pravudatta Mishra, 2012. "Interpretive structural modeling for E-electricity utility service," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 349-367, September.
    • Handle: RePEc:spr:svcbiz:v:6:y:2012:i:3:p:349-367
    DOI: 10.1007/s11628-012-0139-9
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    References listed on IDEAS

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    Cited by:

    1. Garima Sharma & Pravin Kumar, 2021. "An Analysis of Causal Relationships Among the Factors Affecting the Performance of a Service Organization," SAGE Open, , vol. 11(1), pages 21582440219, March.
    2. Suk Bong Choi & Jin Min Kim, 2018. "A comparative analysis of electronic service quality in the online open market and social commerce: the case of Korean young adults," Service Business, Springer;Pan-Pacific Business Association, vol. 12(2), pages 403-433, June.

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