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L’efficience du SI utilisateur final : un modèle d’impact de la qualité de service sur la satisfaction
16 references·0 citing·27 second hop
L’efficience du SI utilisateur final : un modèle d’impact de la qualité de service sur la satisfaction (2014)L’efficience du SI utilisateur final : un…The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)The DeLone and McLean Model o…A Respecification and Extension of the DeLone and McLean Model of IS Success (1997)A Respecification and Extensi…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Customer Satisfaction, Market Share, and Profitability: Findings from Sweden (1994)Customer Satisfaction, Market…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Information Systems Success: The Quest for the Dependent Variable (1992)Information Systems Success: …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The measurement of user information satisfaction (1983)The measurement of user infor…Development of a Tool for Measuring and Analyzing Computer User Satisfaction (1983)Development of a Tool for Mea…Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Understanding Information Technology Usage: A Test of Competing Models (1995)The balanced scorecard: Translating strategy into action (1997)Design science in information systems research (2004)Design Science in Information Systems Research1 (2004)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Review : Knowledge Management and Knowledge Management Systems: Conceptual Foundations And Research Issues1,2 (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)
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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
  • 2003The DeLone and McLean Model of Information Systems Success: A Ten-Year Update11,772 cited
  • 1992Information Systems Success: The Quest for the Dependent Variable10,674 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1983Development of a Tool for Measuring and Analyzing Computer User Satisfaction2,543 cited
  • 1997A Respecification and Extension of the DeLone and McLean Model of IS Success2,440 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings from Sweden2,306 cited
  • 1992An empirical assessment of the SERVQUAL scale

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2,126 cited
  • 1983The measurement of user information satisfaction1,829 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
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