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Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool · Study

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ArticleEnsuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool

Sungchul Yoon2004

Article2004

Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool

119 citations·0/0 files stored·Information Systems Frontiers

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Customer Service Quality and Loyalty Technology Adoption and User Behaviour 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 1992Measuring Service Quality: A Reexamination and Extension 1984A Service Quality Model and its Marketing Implications 1991Refinement and reassessment of the SERVQUAL scale.1990Delivering quality service: balancing customer perceptions and expectations 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

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2017The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction 2017The effects of brand experiences on quality, satisfaction and loyalty: an empirical study in the telecommunications multiple-play service market 2015The Impact of Perceived Service Fairness and Quality on the Behavioral Intentions of Chinese Hotel Guests: the Mediating Role of Consumption Emotions 2016Organizational Support and Creativity: The Role of Developmental Experiences as a Moderator

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1997Measuring Information Systems Service Quality: Concerns for a Complete Canvas1article · 13 shared references 2005Measuring service quality in b2b services: an evaluation of the SERVQUAL scalevis‐à‐visthe INDSERV scalearticle · 13 shared references 2000Ensuring Service Quality for Campus Career Services Centers: A Modified SERVQUAL Scalearticle · 13 shared references 2005Information technology center service qualityarticle · 13 shared references 2003Service quality: a fulfilment‐oriented and interactions‐centred approacharticle · 13 shared references 2009AN EMPIRICAL STUDY OF BEHAVIOURAL INTENTIONS IN THE TAIWAN HOTEL INDUSTRYthesis · 13 shared references

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Year2004

Typearticle

Published2004-10-30

VenueInformation Systems Frontiers

ISSN-L1387-3326

Languageen

Citations119

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1023/b:isfi.0000046376.10364.16

openalex_workW1997267162

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2017How CSR and overall service quality lead to affective commitment: mediating role of company reputation

2015Evaluation of the hotels e-services quality under the user’s experience

2013Service quality evaluation of car rental industry in China

2007AN EMPIRICAL INVESTIGATION OF CUSTOMER SATISFACTION WITH TECHNOLOGY MEDIATED SERVICE ENCOUNTERS IN THE CONTEXT OF ONLINE SHOPPING