Rahman, Mohammad Anisur; Qi, Xu; Saif, Abu Naser Mohammad; … - In: Cogent Business & Management 4 (2017)
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...