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Perceived service quality and satisfaction of self-service technology

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References

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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
1981Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics13,274 cited
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2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
2000Marketing Research: An Applied Approach2,660 cited

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1987

Product/Consumption-Based Affective Responses and Postpurchase Processes

2,464 cited

2003eTailQ: dimensionalizing, measuring and predicting etail quality2,295 cited

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