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Pragmatic Perspectives on the Measurement of Information Systems Service Quality1

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References

1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
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
1991Structural Equations with Latent Variables.17,443 cited
1992Information Systems Success: The Quest for the Dependent Variable10,674 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1989EQS : structural equations program manual9,698 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1989LISREL 7 : a guide to the program and applications3,777 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
1993The Nature and Determinants of Customer Expectations of Service2,665 cited

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1982Representing and Testing Organizational Theories: A Holistic Construal2,062 cited

1983The measurement of user information satisfaction1,829 cited

Cited by

2007The validity of the SERVQUAL and SERVPERF scales392 cited
2002Measuring web-based service quality310 cited
2007The relationship of e-Learner’s self-regulatory efficacy and perception of e-Learning environmental quality281 cited
1998Measuring Information Systems Service Quality: Lessons From Two Longitudinal Case Studies1276 cited
2005Zones of Tolerance: Alternative Scales for Measuring Information Systems Service Quality1256 cited
2003A service quality and success model for the information service industry238 cited
2006Data triangulation and web quality metrics: A case study in e-government228 cited
2007The FAIRSERV Model: Consumer Reactions to Services Based on a Multidimensional Evaluation of Service Fairness218 cited
2003Mapping service quality in the tourism industry209 cited
2000A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement209 cited
2011Service Quality in Software-as-a-Service: Developing the SaaS-Qual Measure and Examining Its Role in Usage Continuance206 cited
2005An empirical study on the impact of quality antecedents on tax payers' acceptance of Internet tax-filing systems198 cited
2018The moderating role of device type and age of users on the intention to use mobile shopping applications194 cited
2004SiteQual: an integrated measure of Web site quality193 cited
2007Perceived service quality192 cited
2004Risk-Focused E-Commerce Adoption Model: A Cross-Country Study187 cited