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A comparison of question scales used for measuring customer satisfaction

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1977Marketing Research: Methodological Foundations4,351 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
1988Models of Consumer Satisfaction Formation: An Extension2,237 cited
1993Customer satisfaction, customer retention, and market share2,151 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
1977Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.1,740 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited

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1979Reliability: A Review of Psychometric Basics and Recent Marketing Practices1,592 cited

1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited

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