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More on improving service quality measurement

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References

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
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1993The Nature and Determinants of Customer Expectations of Service2,665 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
1993Improving the measurement of service quality1,197 cited

Cited by

1994DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS1,209 cited
1996Determinants of customer satisfaction in retail banking861 cited
2000The Relationships between Culture and Service Quality Perceptions798 cited
2000The determinants of perceived service quality and its relationship with satisfaction783 cited
1997The impact of other customers on service experiences: A critical incident examination of “getting along”766 cited
1994Antecedents to Customer Expectations for Service Recovery673 cited

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2006

Service quality, customer satisfaction, and behavioral intentions in the service factory

613 cited

2005The development of HEdPERF: a new measuring instrument of service quality for the higher education sector605 cited

2020Analysis of User Satisfaction with Online Education Platforms in China during the COVID-19 Pandemic517 cited

2006Measuring service quality in higher education: HEdPERF versus SERVPERF472 cited

2001Behavioural responses to customer satisfaction: an empirical study456 cited

2005The impact of servicescape on quality perception452 cited

1997Pragmatic Perspectives on the Measurement of Information Systems Service Quality1446 cited

1995The Effects of Team Loyalty and Selected Stadium Factors on Spectator Attendance410 cited

2007The value of different customer satisfaction and loyalty metrics in predicting customer retention, recommendation, and share‐of‐wallet407 cited

2002The Relationships among Service Quality, Value, Satisfaction, and Future Intentions of Customers at an Australian Sports and Leisure Centre402 cited