Articlegreen2001

Service Quality: A Concept Not Fully Explored

118 citations0/0 files storedIllinois Digital Environment for Access to Learning and Scholarship (University of Illinois at Urbana-Champaign)

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Customer Service Quality and Loyalty Library Science and Information Literacy Web and Library Services

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Made available in DSpace on 2008-05-22T20:23:53Z (GMT). No. of bitstreams: 1 librarytrendsv49i4i_opt.pdf: 450690 bytes, checksum: b2a1709004e62d3cafa1b2a3e61ba458 (MD5) Previous issue date: 2001

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 1991Refinement and reassessment of the SERVQUAL scale.1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality 1991A Multistage Model of Customers' Assessments of Service Quality and Value 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions 1993The Nature and Determinants of Customer Expectations of Service

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2009Measuring service quality of a public university library in Bangladesh using SERVQUAL 2019A pragmatic model of student satisfaction: a viewpoint of private higher education 2011Service Quality and Customer Satisfaction in a Telecommunication Service Provider 2009Using a multiple‐attribute approach for measuring customer satisfaction with retail banking services in Kuwait

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