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Journal of Management Research and Analysis


Service quality perception: A study of common service centers operating in rural areas


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Article Type : Research Article

Author Details: Deepa R. Ingavale*

Volume : 6

Issue : 1

Online ISSN : 2394-2770

Print ISSN : 2394-2762

Article First Page : 24

Article End Page : 29


Abstract

Maharashtra Government has implemented e-Governance project in the various government offices to improve the delivery of government services in transparent manner. Amongst the various projects Maha e-Seva Kendra project has been started to provide the services such as various online certificates to the people residing in Maharashtra. Maha e-Seva project is implemented in urban as well as in rural areas under the Revenue Department as a Mission Mode Project of National e-Governance Plan to provide the government services more efficiently to the citizens. So there is a need to assess the efficiency of the implemented project in terms of citizen’s satisfaction and service quality. The present research study is conducted in the rural parts of Kolhapur district. Perception of citizens regarding service quality of Common Service Centers operating in rural areas is assessed by using SERVQUAL Model. The study deals with the facilities and services provided by the Common Service Centers.

 Keywords: Service quality, SERVQUAL, Maha e- Seva Kendra, Common service centers, e-Governance.

Doi :-https://doi.org/10.18231/j.jmra.2019.005