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Individual differences in service quality assessment
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Individual differences in service quality assessment (2009)Individual differences in service quality…Measuring service quality of a public university library in Bangladesh using SERVQUAL (2009)Measuring service quality of …Determining the reliability and validity of service quality scores in a public library context: A confirmatory approach (2008)Determining the reliability a…Measuring service quality in an academic library: an Indian case study (2007)Measuring service quality in …Relative Influence of the LibQUAL+™ Dimensions on Satisfaction: A Subgroup Analysis (2005)Relative Influence of the Lib…Evaluation of the university library service quality: analysis through focus group interviews (2005)Evaluation of the university …The dimensions that construct the evaluation of service quality in academic libraries (2004)The dimensions that construct…Extracting meaningful measures of user satisfaction from LibQUAL+™ for the University Libraries at Virginia Tech (2002)Extracting meaningful measure…Psychometric Properties of Scores from the Web-Based LibQUAL+ Study of Perceptions of Library Service Quality (2001)Psychometric Properties of Sc…Assessing User Needs, Satisfaction, and Library Performance at the University of Washington Libraries. (2001)Assessing User Needs, Satisfa…Measuring service quality at yale university’s libraries (2000)Measuring service quality at …Measuring and Improving the Quality of Public Services: A Hybrid Approach (1996)Measuring and Improving the Q…Changing the concept and measure of service quality in academic libraries (1996)Changing the concept and meas…An assessment of the applicability of servqual dimensions as customer-based criteria for evaluating quality of services in an academic library (1995)An assessment of the applicab…Service quality: An unobtrusive investigation of interlibrary loan in large public libraries in Canada (1994)Service quality: An unobtrusi…Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Refinement and reassessment of the SERVQUAL scale. (1991)Score Reliability in Webor Internet-Based Surveys: Unnumbered Graphic Rating Scales versus Likert-Type Scales (2001)Alternative measures of service quality: a review (2008)Bank service quality: comparing Canadian and Tunisian customer perceptions (2011)Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Service Management: Operations, Strategy, Information Technology (2003)Service Management (2004)Service quality and customer satisfaction in academic libraries (2010)P-TRANSQUAL: a service quality model of public land transport services (2015)A Service Quality Model and its Marketing Implications (1984)Measuring service quality: current thinking and future requirements (1999)Reliability and validity of servqual scores used to evaluate perceptions of library service quality (2000)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)IDENTIFYING WHAT SERVICES NEED TO BE IMPROVED BY MEASURING THE LIBRARY’S PERFORMANCE (2007)Understanding perceived service quality and satisfaction (2012)The Effect of Accounting Information Systems, Organizational Commitment and Work Discipline on Employee Performance (2023)Delivering Quality Service (1990)Delivering quality service: balancing customer perceptions and expectations (1990)An empirical assessment of the SERVQUAL scale (1992)Perspectives on User Satisfaction Surveys (2001)The relationship between service quality and customer satisfaction: the example of CJCU library (2006)Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions (2009)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The ‘Inside-out’ and ‘Outside-in’ Approaches on Students’ Perceived Service Quality: An Empirical Evaluation (2010)An empirical study of state university students' perceived service quality (2012)An analysis of library customer loyalty (2013)User satisfaction with academic libraries services: Academic staff and students perspectives (2011)Surveying Users' Perception of Academic Library Services Quality: A Case Study in Universiti Malaysia Pahang (UMP) Library (2015)Evaluating library service quality of University of Kashmir: a LibQUAL+ survey (2019)Service quality in the public sector: the case of the Citizen's Service Centers (CSCs) of Greece (2013)Use of ServQUAL in the Evaluation of Service Quality of Academic Libraries in Developing Countries (2014)The influence of culture on service quality leading to customer satisfaction and moderation role of type of bank (2018)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 1996Changing the concept and measure of service quality in academic libraries263 cited
  • 2000Measuring service quality at yale university’s libraries198 cited
  • 2009Measuring service quality of a public university library in Bangladesh using SERVQUAL104 cited
  • 2001Assessing User Needs, Satisfaction, and Library Performance at the University of Washington Libraries.93 cited
  • 2001Psychometric Properties of Scores from the Web-Based LibQUAL+ Study of Perceptions of Library Service Quality88 cited
  • 2007Measuring service quality in an academic library: an Indian case study87 cited
  • 2004The dimensions that construct the evaluation of service quality in academic libraries81 cited
  • 1994Service quality: An unobtrusive investigation of interlibrary loan in large public libraries in Canada44 cited
  • 1995An assessment of the applicability of servqual dimensions as customer-based criteria for evaluating quality of services in an academic library33 cited
  • 2005Evaluation of the university library service quality: analysis through focus group interviews32 cited
  • 1996Measuring and Improving the Quality of Public Services: A Hybrid Approach32 cited

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  • 2002Extracting meaningful measures of user satisfaction from LibQUAL+™ for the University Libraries at Virginia Tech26 cited
  • 2008Determining the reliability and validity of service quality scores in a public library context: A confirmatory approach24 cited
  • 2005Relative Influence of the LibQUAL+™ Dimensions on Satisfaction: A Subgroup Analysis20 cited
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