Abstract:Purpose: Using the SERVQUAL model in the Natural Gas Distribution business context, the research paper examines and compares the quality of service parameters of two City Gas Distribution (CGD) companies engaged in Piped Natural Gas (PNG) distribution- one from public and other from the private sector. Research Design/Approach: Mapping of various activities pertaining to domestic (household) PNG service on the SERVQUAL dimensions was undertaken. Based on the mapping, a relevant data collection tool was deploy… Show more
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