Chatterjee, Swagato; Ghatak, Arpita; Nikte, Ratnadeep; … - In: Journal of Enterprise Information Management 36 (2022) 1, pp. 22-44
Purpose The extant literature has utilized the SERVQUAL scale to measure service quality dimensions and their importance towards customer-satisfaction using close-ended survey-based questions and not open-ended questions and/or user-generated qualitative responses. On the other hand, while...
