DETERMINING THE EFFICACY OF SERVPERF FOR MONITORING QUALITY OF GOVERNMENTS’ E – SERVICES: WITH SPECIAL REFERENCE TO GOVERNMENT’S CONTACT CENTERS

Government's decision to promote digital India has encouraged many Indians, to use government e – services. Thus, making their life easy and better connectivity and saving time in accessing e – services from anywhere and anytime. Despite of ease of use and convenience many people still prefer to go in to the centers depending upon their diverse demographic profile thus depicting digital divide. Government is providing many services that can also be availed by citizens at their centers located in each district. So there is a need to evaluate these services for customer satisfaction depending on various dimensions. The current study focuses on providing a devising factors for ServPerf scale for evaluation of e – services (offline) meaning thereby evaluation of services that are provided at centers in Tricity (Chandigarh (Sampark Centers), Panchkula (Disha Kendras) and Mohali (Suwidha).