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首页> 外文期刊>Cogent Business & Management >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
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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

机译：使用扩展的SERVQUAL模型（SERVQUAL-Butterfly模型）评估在线账单支付系统的服务质量：以孟加拉国达卡供电有限公司（DESCO）为例

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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, and loyalty. Using random sampling method, primary data were collected from a total of 300 customers from three operating zones of DESCO. The data were analyzed through PLS-SEM second-order hierarchical modeling approach and Importance-Performance Map Analysis (IPMA). We found that expectation on service quality has no effect on customer satisfaction; however, it influences the formation of perception about the actual quality of service. Customer satisfaction is significantly influenced by the perception of actual service quality and customer satisfaction significantly helps to make the customer loyal. For DESCO, empathy found to be a powerful indicator of both expectation and actual service quality and perception of actual service found to be the single most important factor for customer satisfaction. Future researchers can use this SERVQUAL-Butterfly Model that eliminates inherent limitations of original SERVQUAL model and augment it according to their specific industry, context, and culture.
机译：本文的目的是使用扩展的SERVQUAL模型（称为SERVQUAL-Butterfly模型）来评估达卡电力供应有限公司（DESCO）的在线账单支付系统的服务质量，该模型将客户期望与对实际服务质量，客户满意度和忠诚度的感知结合在一起。使用随机抽样方法，从DESCO的三个运营区域的300位客户中收集了主要数据。通过PLS-SEM二阶分层建模方法和重要性-性能图分析（IPMA）分析数据。我们发现，对服务质量的期望不会影响客户满意度。但是，它会影响人们对实际服务质量的看法。客户满意度受实际服务质量的感知影响很大，客户满意度显着有助于提高客户忠诚度。对于DESCO来说，同理心是期望和实际服务质量的有力指标，而对实际服务的感知是提高客户满意度的最重要因素。未来的研究人员可以使用这种SERVQUAL-Butterfly模型来消除原始SERVQUAL模型的固有局限性，并根据其特定行业，背景和文化对其进行扩充。

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