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Making Sense of SERVQUAL's Dimensions to the Chinese Customers in Macau · Study

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ArticleMaking Sense of SERVQUAL's Dimensions to the Chinese Customers in Macau

Tiffany Kit Peng Lam2002

Article2002

Making Sense of SERVQUAL's Dimensions to the Chinese Customers in Macau

Tiffany Kit Peng Lam

74 citations·0/0 files stored·Journal of Market-Focused Management

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1993Cultures and Organizations: Software of the Mind.1992Measuring Service Quality: A Reexamination and Extension 1988The Confucius connection: From cultural roots to economic growth 1990Delivering quality service: balancing customer perceptions and expectations 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research

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2010An evaluation of SERVQUAL and patient loyalty in an emerging country context 2011Customers' Perception towards Service Quality of Life Insurance Corporation of India: A Factor Analytic Approach 2017Effects of perceived cost, service quality, and customer satisfaction on health insurance service continuance 2011Assessing quality gap of university services 2012Measuring university service quality by means of SERVQUAL method

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Year2002

Typearticle

Published2002-03-01

VenueJournal of Market-Focused Management

ISSN-L1382-3019

Languageen

Citations74

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1023/a:1012575412058

openalex_workW191618705

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2011Measuring Life Insurance Service Quality: An Empirical Assessment of SERVQUAL Instrument

2013The Role of the Perceived Benefits on the Relationship between Service Quality and Customer Satisfaction: A Study on the Islamic Microfinance and SMEs in Yemen Using PLS Approach

2014Evaluation of retail service quality using analytic hierarchy process