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
• 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
• 1996Power analysis and determination of sample size for covariance structure modeling.10,386 cited
• 1995Testing Structural Equation Models.8,211 cited
• 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
• 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
• 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
• 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
• 1993Testing Structural equation models2,267 cited
• 1992An empirical assessment of the SERVQUAL scale2,126 cited
• 1996A measure of service quality for retail stores: Scale development and validation1,921 cited