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Determinants of customer‐perceived service quality: a confirmatory factor analysis approach

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References

1951Coefficient Alpha and the Internal Structure of Tests43,892 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
1980Significance tests and goodness of fit in the analysis of covariance structures.19,061 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,290 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 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
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

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3,139 cited

1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited

1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited

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