Service quality measurement of antivirus software industry by using servqual model

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.