Service Quality Measurement of Antivirus Software Industry by using Servqual Model
Nilesh Kate1, Mahendra More2
1Dr. Nilesh Kate, Assistant Professor-Marketing, Pune Institute of Business Management (PIBM), Pune, India.
2Mahendra More, Assistant Professor-Marketing, Pune Institute of Business Management (PIBM), Pune, India.
Manuscript received on September 23, 2019. | Revised Manuscript received on October 15, 2019. | Manuscript published on October 30, 2019. | PP: 5097-5101 | Volume-9 Issue-1, October 2019 | Retrieval Number: A9695109119/2019©BEIESP | DOI: 10.35940/ijeat.A9695.109119
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: The Quality of Service in Antivirus-Software Industry is an important factor for successful Business. This Paper Studies the Antivirus-Software Users from the IT industry, Educational institutions, Manufacture sector industry for understanding the genesis of service quality and potential gaps in service quality. The objectives of the study to find out Major Service quality attributes or dimension using SERVQUAL Model. A better understanding of consumer will give the Antivirus software providing companies an opportunity to improve the quality of service and to gain the competitive advantage.
Keywords: Quality, Service, Anti-Virus Software, SERVQUAL Model.