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Understanding perceived service quality and satisfaction
16 references·4 citing·30 second hop
Understanding perceived service quality and satisfaction (2012)Understanding perceived service quality a…The determinants of perceived service quality and its relationship with satisfaction (2000)The determinants of perceived…Pragmatic Perspectives on the Measurement of Information Systems Service Quality1 (1997)Pragmatic Perspectives on the…Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1 (1997)Measuring Information Systems…Service Quality: Insights and Managerial Implications from the Frontier (1994)Service Quality: Insights and…Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Strategic Management and Marketing in the Service Sector (1984)Strategic Management and Mark…Development of a Tool for Measuring and Analyzing Computer User Satisfaction (1983)Development of a Tool for Mea…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Impact of service quality on user satisfaction in public university libraries of Bangladesh using structural equation modeling (2022)Impact of service quality on …Effects of service quality on satisfaction in Eastern University Library, Bangladesh (2020)Effects of service quality on…THE INFLUENCE OF SERVICE QUALITY AND STORE ATMOSPHERE ON CUSTOMER SATISFACTION (2017)THE INFLUENCE OF SERVICE QUAL…User Satisfaction Regarding Quality of Library Services of A.C. Joshi Library, Panjab University, Chandigarh (2015)User Satisfaction Regarding Q…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A measure of service quality for retail stores: Scale development and validation (1996)SERVQUAL: review, critique, research agenda (1996)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Richard M. Cyert & James G. March, A Behavioral Theory of The Firm, Prentice-Hall, Inc., Englewood Cliffs, New Jersey, 1963, 332 s. (1964)Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation (1991)Task-Technology Fit and Individual Performance (1995)The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1983Development of a Tool for Measuring and Analyzing Computer User Satisfaction2,543 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1984Strategic Management and Marketing in the Service Sector1,667 cited
  • 1994Service Quality: Insights and Managerial Implications from the Frontier1,539 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 2000The determinants of perceived service quality and its relationship with satisfaction783 cited

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  • 1997Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1600 cited
  • 1997Pragmatic Perspectives on the Measurement of Information Systems Service Quality1446 cited
  • Cited by

    • 2022Impact of service quality on user satisfaction in public university libraries of Bangladesh using structural equation modeling32 cited
    • 2020Effects of service quality on satisfaction in Eastern University Library, Bangladesh32 cited
    • 2015User Satisfaction Regarding Quality of Library Services of A.C. Joshi Library, Panjab University, Chandigarh31 cited
    • 2017THE INFLUENCE OF SERVICE QUALITY AND STORE ATMOSPHERE ON CUSTOMER SATISFACTION29 cited