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10 years of service quality measurement: reviewing the use of the SERVQUAL instrument
14 references·9 citing·40 second hop
10 years of service quality measurement: reviewing the use of the SERVQUAL instrument (2002)10 years of service quality measurement: …The role of personalization in service encounters (1996)The role of personalization i…SERVQUAL revisited: a critical review of service quality (1996)SERVQUAL revisited: a critica…A Meta-Analysis of Cronbach's Coefficient Alpha (1994)A Meta-Analysis of Cronbach's…Improving the measurement of service quality (1993)Improving the measurement of …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…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…Relationships among Research Design Choices and Psychometric Properties of Rating Scales: A Meta-Analysis (1986)Relationships among Research …Relationships among Research Design Choices and Psychometric Properties of Rating Scales: A Meta-Analysis (1986)Relationships among Research …A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Research Design Effects on the Reliability of Rating Scales: A Meta-Analysis (1984)Research Design Effects on th…Research Design Effects on the Reliability of Rating Scales: A Meta-Analysis (1984)Research Design Effects on th…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Service quality and attitudinal loyalty: Consumers’ perception of two major telecommunication companies in Oman (2018)Service quality and attitudin…Investigating causal linkages in the balanced scorecard: an Indian perspective (2017)Investigating causal linkages…Airline on-time performance and its effects on consumer choice behavior (2017)Airline on-time performance a…The Influence of Public Service Motivation on Service Quality of Civil Servants in West Sumatra Indonesia (2016)The Influence of Public Servi…An Integrative Approach To Understanding Customer Satisfaction With E-Service Of Online Stores (2016)An Integrative Approach To Un…Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia (2015)Identifying the gaps between …Higher education quality assessment model: towards achieving educational quality standard (2015)Higher education quality asse…Optimizing Logistics Processes in Cash Supply Chains (2014)Optimizing Logistics Processe…Service quality and relative performance of public universities in East Africa (2013)Service quality and relative …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)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Development of a Multi-Dimensional Scale for Measuring the Perceived Value of a Service (2002)Service quality models: a review (2005)Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. (2009)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Refinement and reassessment of the SERVQUAL scale. (1991)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Service quality, customer satisfaction, and customer value: A holistic perspective (1999)Coefficient Alpha and the Internal Structure of Tests (1951)What is coefficient alpha? An examination of theory and applications. (1993)The C-OAR-SE procedure for scale development in marketing (2002)How destination image and evaluative factors affect behavioral intentions? (2006)How Reliable are Measurement Scales? External Factors with Indirect Influence on Reliability Estimators (2015)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Students and Housewives: Differences in Susceptibility to Reference Group Influence (1977)Combining results of independent studies. (1978)Consumer Socialization: A Theoretical and Empirical Analysis (1978)Influences on Consumer Use of Word-of-Mouth Recommendation Sources (1997)On assuring valid measures for theoretical models using survey data (2003)AN OVERVIEW OF COEFFICIENT ALPHA AND A RELIABILITY MATRIX FOR ESTIMATING ADEQUACY OF INTERNAL CONSISTENCY COEFFICIENTS WITH PSYCHOLOGICAL RESEARCH MEASURES (2007)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)
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
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1994A Meta-Analysis of Cronbach's Coefficient Alpha3,020 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 1996SERVQUAL revisited: a critical review of service quality1,032 cited
  • 1984Research Design Effects on the Reliability of Rating Scales: A Meta-Analysis612 cited
  • 1996The role of personalization in service encounters457 cited
  • 1984Research Design Effects on the Reliability of Rating Scales: A Meta-Analysis368 cited
  • 1986Relationships among Research Design Choices and Psychometric Properties of Rating Scales: A Meta-Analysis252 cited
  • 1986Relationships among Research Design Choices and Psychometric Properties of Rating Scales: A Meta-Analysis127 cited

Cited by

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  • 2015Higher education quality assessment model: towards achieving educational quality standard136 cited
  • 2013Service quality and relative performance of public universities in East Africa52 cited
  • 2016An Integrative Approach To Understanding Customer Satisfaction With E-Service Of Online Stores52 cited
  • 2017Investigating causal linkages in the balanced scorecard: an Indian perspective37 cited
  • 2018Service quality and attitudinal loyalty: Consumers’ perception of two major telecommunication companies in Oman37 cited
  • 2017Airline on-time performance and its effects on consumer choice behavior34 cited
  • 2015Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia21 cited
  • 2014Optimizing Logistics Processes in Cash Supply Chains20 cited
  • 2016The Influence of Public Service Motivation on Service Quality of Civil Servants in West Sumatra Indonesia19 cited