SZodixStudyAcademic Library
ShelvesOpen access
Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated
Service Quality: A Case Study of Logistics Sector in Iskandar Malaysia Using SERVQUAL Model
14 references·7 citing·49 second hop
Service Quality: A Case Study of Logistics Sector in Iskandar Malaysia Using SERVQUAL Model (2015)Service Quality: A Case Study of Logistic…A Dea-Logistics Performance Index (2017)A Dea-Logistics Performance I…Selecting logistics providers in Thailand: a shippers' perspective (2011)Selecting logistics providers…Measuring Service Quality For Strategic Planning And Analysis In Service Firms (2011)Measuring Service Quality For…Logistics‐driven packaging innovation: a case study at IKEA (2011)Logistics‐driven packaging in…Are TQM practices supporting customer satisfaction and service quality? (2011)Are TQM practices supporting …Third‐party logistics provider customer orientation and customer firm logistics improvement in China (2010)Third‐party logistics provide…The logistics services outsourcing dilemma: quality management and financial performance perspectives (2010)The logistics services outsou…Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia (2010)Service Quality Delivery and …An application of integrating SERVQUAL and Kano's model into QFD for logistics services (2009)An application of integrating…The impact of other‐customer failure on service satisfaction (2008)The impact of other‐customer …Research Methods for Business (2008)Research Methods for BusinessRelationship quality as a predictor of B2B customer loyalty (2006)Relationship quality as a pre…An index method for measurement of customer satisfaction (2004)An index method for measureme…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A mutually validating method based on SERVQUAL and service encounter theory (2024)Investigating the crucial rol…Renewable energy and advanced logistical infrastructure: Carbon‐free economic development (2021)Renewable energy and advanced…MCDM applications in logistics performance evaluation: A literature review (2021)MCDM applications in logistic…Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics (2021)Development of Modified SERVQ…Assessment of logistics service quality dimensions: a qualitative approach (2021)Assessment of logistics servi…Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers (2020)Customers perception on logis…Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia (2019)Using SERVQUAL to determine G…Attractive Quality and Must-Be Quality (1984)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model (2014)The impact of the level of customer satisfaction on the quality of e-commerce services (2019)Research on the influence of after-sales service quality factors on customer satisfaction (2020)An empirical assessment of the SERVQUAL scale (1992)A framework for quality management research and an associated measurement instrument (1994)Can the demographic and subjective norms influence the adoption of mobile banking? (2012)An SEM–artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline (2015)TQM, SCM and operational performance: an empirical study of Indian pharmaceutical industry (2019)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Principles and Practice of Structural Equation Modeling (1998)Managing customer citizenship behaviour: The moderating roles of employee responsiveness and organizational reassurance (2016)User Compensation as a Data Breach Recovery Action: An Investigation of the Sony PlayStation Network Breach1 (2017)Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspective (2018)The loyalty effect: The hidden force behind growth, profits, and lasting value (1996)The qualitative satisfaction model (1997)Managing Customer Value (1999)Value, satisfaction, loyalty and retention in professional services (2009)Supply Chain Management Dimensions, Supply Chain Performance and Organizational Performance: An Integrated Framework (2012)THE IMPORTANCE OF CREATING CUSTOMER LOYALTY IN ACHIEVING SUSTAINABLE COMPETITIVE ADVANTAGE (2020)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)The Commitment-Trust Theory of Relationship Marketing (1994)The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust (2011)The Role of Customer Engagement in Building Consumer Loyalty to Tourism Brands (2014)Forty-five years of Journal of Business Research: A bibliometric analysis (2019)Quality counts in services, too (1985)SERVQUAL revisited: a critical review of service quality (1996)SERVQUAL: review, critique, research agenda (1996)ANALISIS WEBSITE QUALITY, TRUST DAN LOYALTY PELANGGAN ONLINE SHOP (2014)Impact of Perceived Security on Trust, Perceived Risk, and Acceptance of Online Banking in Iran (2016)The impact of perceived service quality dimensions on customer satisfaction (2017)The Measurement of Productive Efficiency (1957)Measuring the efficiency of decision making units (1978)Human Development Report (2001)Connecting to Compete 2018 (2018)Green logistics performance and infrastructure on service trade and environment-Measuring firm’s performance and service quality (2021)Digitalization, innovation and environmental policies aimed at achieving sustainable production (2022)Toronto’s Image As a Destination: A Comparative Importance-Satisfaction Analysis by Origin of Visitor (2001)IPA–Kano model: A new tool for categorising and diagnosing service quality attributes (2012)SERVQUAL application and adaptation for educational service quality assessments in Russian higher education (2016)Survey research in operations management: a process‐based perspective (2002)A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research (2006)Consensus measurement in Delphi studies (2012)
this work references cited by second hop

References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 2008Research Methods for Business2,376 cited
  • 2006Relationship quality as a predictor of B2B customer loyalty1,124 cited
  • 2010Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia256 cited
  • 2004An index method for measurement of customer satisfaction243 cited
  • 2017A Dea-Logistics Performance Index197 cited
  • 2008The impact of other‐customer failure on service satisfaction176 cited
  • 2011Are TQM practices supporting customer satisfaction and service quality?175 cited
  • 2009An application of integrating SERVQUAL and Kano's model into QFD for logistics services146 cited
  • 2011Measuring Service Quality For Strategic Planning And Analysis In Service Firms142 cited
  • 2010The logistics services outsourcing dilemma: quality management and financial performance perspectives109 cited
  • 2011Logistics‐driven packaging innovation: a case study at IKEA90 cited
  • 2010Third‐party logistics provider customer orientation and customer firm logistics improvement in China88 cited
  • 2011Selecting logistics providers in Thailand: a shippers' perspective88 cited

Cited by

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2021Renewable energy and advanced logistical infrastructure: Carbon‐free economic development77 cited
  • 2019Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia65 cited
  • 2024Investigating the crucial role of logistics service quality in customer satisfaction for fresh e-commerce: A mutually validating method based on SERVQUAL and service encounter theory57 cited
  • 2021Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics51 cited
  • 2021Assessment of logistics service quality dimensions: a qualitative approach41 cited
  • 2021MCDM applications in logistics performance evaluation: A literature review39 cited
  • 2020Customers perception on logistics service quality using Kansei engineering: empirical evidence from indonesian logistics providers34 cited