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Measuring service quality: a systems approach

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1984A Service Quality Model and its Marketing Implications6,560 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1993Improving the measurement of service quality1,197 cited
1987Marketing's Interaction with Other Functional Units: A Conceptual Framework and Empirical Evidence1,065 cited
1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment678 cited
1972General System Theory: Applications for Organization and Management.599 cited
1975Management systems: Conceptual considerations225 cited
1988Customers' Perceptions of Service Quality in Financial Institutions160 cited
1972General Systems Theory: Applications for Organization and Management145 cited

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1992Observational Data Collection Methods for Services Marketing: An Overview137 cited

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