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Cited by

• 2005Are travellers satisfied with Malaysian hotels?219 cited
• 2009Visitors' satisfaction, perceptions and gap analysis: The case of Dadia–Lefkimi–Souflion National Park167 cited
• 2009Conceptualizing tourist satisfaction at the destination level147 cited
• 2019The impact of the level of customer satisfaction on the quality of e-commerce services129 cited
• 2002Stated‐importance versus derived‐importance customer satisfaction measurement122 cited
• 2003The employee‐customer satisfaction chain in the ECSI model121 cited
• 2006The assessment of user-perceived web quality: Application of a satisfaction benchmarking approach120 cited
• 2011Service quality and customer satisfaction in the banking sector112 cited
• 2001Using employee satisfaction measurement to improve people management: An adaptation of Kano's quality types109 cited
• 2019Sustainable growth for the self-employed in the retail industry based on customer equity, customer satisfaction, and loyalty107 cited
• 2010Refining Kano's ‘quality attributes–satisfaction’ model: A moderated regression approach107 cited
• 2009Using a multiple‐attribute approach for measuring customer satisfaction with retail banking services in Kuwait85 cited
• 2003Internal service barometers80 cited