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Measuring Information System Service Quality: Servqual from the Other Side1

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References

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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
1992Information Systems Success: The Quest for the Dependent Variable10,674 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1974Foundations of Behavioral Research7,346 cited
2011Reliability and Validity Assessment5,040 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1989Validating Instruments in MIS Research12,536 cited
1996Information Privacy: Measuring Individuals’ Concerns About Organizational Practices12,266 cited
1982Representing and Testing Organizational Theories: A Holistic Construal2,062 cited
1995Service Quality: A Measure of Information Systems Effectiveness1,765 cited
1994

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Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria

1,492 cited

1995On the Use, Usefulness, and Ease of Use of Structural Equation Modeling in MIS Research: A Note of Caution1,202 cited

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