Attribute 10

Performance Measurement Index (PMI)

Reference

Service Excellence (SE)

Customer Satisfaction

SE 34

Application of Artificial Intelligence, Application of Industry 4.0, Application of Industrial Internet of Things (IIoT), any new innovation to improve product quality through technology

( Kumar et al., 2020 ; Ghadge et al., 2020 )

Customer Satisfaction

SE 35

Overall service rating, Field Failure Ratio (FFR), Lead time from complain and problem solving, Sales people friendliness and professionalism, Environment neatness and comfort for service center, Call center feedback clarity, Accessibility of call center, online payment facility etc.

( Kumar et al., 2020 ; Ghadge et al., 2020 )

Service Facilities & Technical Skills

SE 36

Team skills, technical facilities

( Kumar et al., 2020 ; Ghadge et al., 2020 )