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Service Quality: A Concept Not Fully Explored

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1993The Nature and Determinants of Customer Expectations of Service2,665 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1996A measure of service quality for retail stores: Scale development and validation1,921 cited
1988Response Determinants in Satisfaction Judgments1,685 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
1994DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS

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1,209 cited

1997Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire1600 cited

1996Changing the concept and measure of service quality in academic libraries263 cited

Cited by

2009Measuring service quality of a public university library in Bangladesh using SERVQUAL104 cited
2019A pragmatic model of student satisfaction: a viewpoint of private higher education94 cited
2011Service Quality and Customer Satisfaction in a Telecommunication Service Provider88 cited
2009Using a multiple‐attribute approach for measuring customer satisfaction with retail banking services in Kuwait85 cited
2017Service quality and customer satisfaction in thermal tourism81 cited
2002Quality: new directions in the research60 cited
2003Complaining behavior of public library users in South Korea54 cited
2008An epistemological critique of gap theory based library assessment: the case of SERVQUAL48 cited
2013The Impact of Service Quality, Student Satisfaction, and University Reputation on Student Loyalty: A Case Study of International Students in IIUM, Malaysia47 cited
2014Use of ServQUAL in the Evaluation of Service Quality of Academic Libraries in Developing Countries43 cited
2009A theoretical model to predict customer satisfaction in relation to service quality in selected university libraries in Sri Lanka39 cited
2016The Assessment of Service Quality Perception in Higher Education39 cited
2007IDENTIFYING WHAT SERVICES NEED TO BE IMPROVED BY MEASURING THE LIBRARY’S PERFORMANCE36 cited
2009Managing students' loyalty to school after graduation through relationship marketing33 cited
2015Modelling influential factors on customer loyalty in public libraries: a study of West Iran32 cited
2012New challenges for the quality of librarian services delivery in Portugal5 cited