Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

The paths from service quality dimensions to customer loyalty

16 references·11 citing·34 second hop

FromToDepth

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
1996The Behavioral Consequences of Service Quality11,994 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
1991A Test of Services Marketing Theory: Consumer Information Acquisition Activities1,550 cited
2009The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services1,422 cited
1992Adapting the SERVQUAL scale to hospital services: an empirical investigation.1,236 cited
2000Customer loyalty in the hotel industry: the role of customer satisfaction and image1,231 cited
1994DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS1,209 cited
2008Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators1,081 cited
2000An examination of the relationship between service quality, customer satisfaction, and store loyalty

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

833 cited

2008How quality, value, image, and satisfaction create loyalty at a Chinese telecom806 cited

2000The determinants of perceived service quality and its relationship with satisfaction783 cited

Cited by

2019A new approach of social media analytics to predict service quality: evidence from the airline industry79 cited
2019Modelling the factors influencing the service quality in supermarkets70 cited
2018Perceived overall service quality and customer satisfaction65 cited
2017An application of retailing service quality practices influencing customer loyalty toward retailers56 cited
2016Customer perceived service quality and loyalty in Islamic banks54 cited
2014Relationship between Service Quality and Customer Satisfaction in Hypermarkets of Saudi Arabia38 cited
2024The Impact of SERVQUAL on Consumers’ Satisfaction, Loyalty, and Intention to Use Online Food Delivery Services35 cited
2017Analysing supermarket performance with the high-performance organisation framework31 cited
2023Examining customer satisfaction and purchase intention toward a new product before its launch: Cookies enriched with spirulina13 cited
2023Tourist Behavior in the Cruise Industry Post-COVID-19: An Examination of Service Quality, Corporate Image, and Intentions to Pay and Revisit8 cited
2021PELATIHAN PERHOTELAN UNTUK MENINGKATKAN PELAYANAN, KUALITAS PELAYANAN DAN KETERAMPILAN KOMUNIKASI MELALUI METODE SIMULASI [HOSPITALITY TRAINING TO IMPROVE SERVICE, QUALITY OF SERVICE, AND COMMUNICATION SKILLS THROUGH THE SIMULATION METHOD]0 cited