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Service quality and customer satisfaction at Kenya Airways Ltd

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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
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2010Satisfaction: a behavioral perspective on the consumer6,042 cited
1976Business research methods4,277 cited
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1988The service-quality puzzle550 cited
1993Service Quality and Customer Loyalty in the Commercial Airline Industry497 cited
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1999What is this thing called service?159 cited
2009A Satisfaction-Based Definition of Quality142 cited

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1996Perceived service quality and customer satisfaction in a store performance framework110 cited

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2023Employee qualifications and competencies versus deployment: Existing gaps in the context of Masinde Muliro University of Science and Technology (MMUST), Kenya1 cited