Service Quality in Government Mobile Service

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(Please note that mobile government service is government services that are provided through Government Mobile Application or interactive SMS – Push & Pull Service or Government kiosks. )

This is the section that i need
2.1 Service Quality
2.1.1 The Concept of Service Quality
This will cover the background of service quality, its definition, and its importance
2.1.2 Service Quality Models
This will cover the different service quality models and the more in detailed for both SERVQUAL and SERVPERF
· “This will cover the different service quality models and the more in detailed for both SERVQUAL and SERVPERF”
· For each model I should write something like background of the model, its applications and criticism
· I need to write in way that I analysis the main papers. Something like SERVQUAL been used in different industries for example recently Authors X used SERVQUAL model in B industry in Y country…something like that or a table maybe summarize I mean just in that way
· As you know there is two Approaches to Literature Reviews :

· Concept-centric :

§ Concept X .,, [author A, author B, .,,]

§ Concept Y ,,, [author A, author C, .,,]

· Author-centric

§ Author A .,. concept X, concept Y, …..

§ Author B ,.. concept X, concept W, …….

· I try to use mix of them and go (author centric for some papers)
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