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Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1

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References

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1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited

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1993The Nature and Determinants of Customer Expectations of Service2,665 cited

1970How we should measure "change": Or should we?2,463 cited

Cited by

2002Measuring Information System Service Quality: Servqual from the Other Side1520 cited
2004Online service quality dimensions and their relationships with satisfaction512 cited
2002Quality and effectiveness in Web-based customer support systems508 cited
1970Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives506 cited
2001An Evaluation of Cyber-Bookshops: The WebQual Method459 cited
1997Pragmatic Perspectives on the Measurement of Information Systems Service Quality1446 cited
2009User-centered E-Government in practice: A comprehensive model for measuring user satisfaction428 cited
2008Alternative measures of service quality: a review406 cited
2011Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model345 cited
2004Customers' perceptions of online retailing service quality and their satisfaction338 cited
2009A paradigm for examining second-order factor models employing structural equation modeling314 cited
2008Effects of e‐service quality on loyalty intention: an empirical study in online auction296 cited
2005A Consumer Perspective of E-Service Quality287 cited
1998Measuring Information Systems Service Quality: Lessons From Two Longitudinal Case Studies1276 cited
2003Services quality dimensions of Internet retailing: an exploratory analysis276 cited
1997Measuring Information Systems Service Quality: Concerns for a Complete Canvas1274 cited