-factor productivity for each state for individual years treating the preceding year as the base. This permits us to compare the average … annual rates of multi-factor productivity growth before and after the reform. Both measures show that, on average, the annual … rate of productivity growth has been higher in the post-reform period than in the pre-reform years. However, some states …

developed a valid and reliable service quality measurement scale with 4 dimensions and 13 items. It was observed that service …