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

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,...

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Autores principales:	Mohammad Anisur Rahman, Xu Qi, Abu Naser Mohammad Saif, Ismail Bin Ibrahim, Rabeya Sultana
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2017
Materias:	servqual servqual-butterfly model pls-sem higher order hierarchical model formative–reflective model desco bangladesh Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/8432502485484c60997ddd210ebce44e
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spelling	oai:doaj.org-article:8432502485484c60997ddd210ebce44e2021-12-02T14:07:31ZAssessing service quality of online bill payment system using extended SERVQUAL model (SERVQUAL-Butterfly model): A case study of Dhaka electric supply company limited (DESCO), Bangladesh2331-197510.1080/23311975.2017.1301195https://doaj.org/article/8432502485484c60997ddd210ebce44e2017-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2017.1301195https://doaj.org/toc/2331-1975The 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.Mohammad Anisur RahmanXu QiAbu Naser Mohammad SaifIsmail Bin IbrahimRabeya SultanaTaylor & Francis Grouparticleservqualservqual-butterfly modelpls-semhigher order hierarchical modelformative–reflective modeldescobangladeshBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 4, Iss 1 (2017)
institution	DOAJ
collection	DOAJ
language	EN
topic	servqual servqual-butterfly model pls-sem higher order hierarchical model formative–reflective model desco bangladesh Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	servqual servqual-butterfly model pls-sem higher order hierarchical model formative–reflective model desco bangladesh Business HF5001-6182 Management. Industrial management HD28-70 Mohammad Anisur Rahman Xu Qi Abu Naser Mohammad Saif Ismail Bin Ibrahim Rabeya Sultana 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
description	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.
format	article
author	Mohammad Anisur Rahman Xu Qi Abu Naser Mohammad Saif Ismail Bin Ibrahim Rabeya Sultana
author_facet	Mohammad Anisur Rahman Xu Qi Abu Naser Mohammad Saif Ismail Bin Ibrahim Rabeya Sultana
author_sort	Mohammad Anisur Rahman
title	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
title_short	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
title_full	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
title_fullStr	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
title_full_unstemmed	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
title_sort	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
publisher	Taylor & Francis Group
publishDate	2017
url	https://doaj.org/article/8432502485484c60997ddd210ebce44e
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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

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