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SERVQUAL in Malaysian universities: perspectives of international students

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References

2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
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
1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 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
1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
1996SERVQUAL: review, critique, research agenda

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1,741 cited

2004My Current Thoughts on Coefficient Alpha and Successor Procedures1,607 cited

1983Selected Determinants of Consumer Satisfaction and Complaint Reports1,466 cited

Cited by

2015Dimensions driving business student satisfaction in higher education179 cited
2013Perceived service quality and student satisfaction in higher education100 cited
2019A pragmatic model of student satisfaction: a viewpoint of private higher education94 cited
2019Service quality enhancing student satisfaction in international programs of higher education institutions: a local student perspective70 cited
2021Students’ Perceptions of Service Quality in Saudi Universities: The SERVPERF Model68 cited
2014Explaining the mediating role of service quality between quality management enablers and students' satisfaction in higher education institutes: the perception of managers64 cited
2013Market Orientation and Organizational Performance63 cited
2013Mobile SERVQUAL59 cited
2013Service quality in the public sector: the case of the Citizen's Service Centers (CSCs) of Greece56 cited
2020A fuzzy service quality based approach for performance evaluation of educational units55 cited
2019Applying SERVQUAL53 cited
2018Relational capital and knowledge transfer in universities53 cited
2019SERVICE QUALITY ANALYSIS OF PRIVATE UNIVERSITIES LIBRARIES IN MALAYSIA IN THE ERA OF TRANSFORMATIVE MARKETING52 cited
2012Students’ Opinions of Service Quality in the Field of Higher Education52 cited
2021Assessing international students' satisfaction of a Jordanian university using the service quality model49 cited
2013The Impact of Service Quality, Student Satisfaction, and University Reputation on Student Loyalty: A Case Study of International Students in IIUM, Malaysia47 cited