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Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry

16 references·16 citing·33 second hopsampled

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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
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
2004E-S-QUAL3,962 cited
1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1995Dineserv: A Tool for Measuring Service Quality in Restaurants823 cited
2000The determinants of perceived service quality and its relationship with satisfaction783 cited
2001Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry728 cited
1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment678 cited
1999Customer satisfaction and its measurement in hospitality enterprises670 cited
2006Customer satisfaction in the restaurant industry: an examination of the transaction‐specific model637 cited
1994

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Service Quality

591 cited

1990Lodgserv: A Service Quality Index for the Lodging Industry489 cited

Cited by

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2018The impact of internal service quality on job satisfaction in the hotel industry44 cited
2011Assessing quality gap of university services42 cited
2012Measuring university service quality by means of SERVQUAL method41 cited
2015Evaluation of perceived service quality provided by tourism establishments in Egypt36 cited
2021Understanding the perceived satisfaction and revisiting intentions of lodgers in a restricted service scenario: evidence from the hotel industry in quarantine34 cited
2016Employees’ perspectives of service quality in hotels33 cited
2015Service quality as a determinant of customer satisfaction and resulting behavioural intentions: A SEM approach towards Malaysian resort hotels31 cited