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Determinants of software quality: Customer's perspective
16 references·0 citing·28 second hop
Determinants of software quality: Customer's perspective (2003)Determinants of software quality: Custome…Advances in Consumer Research (2025)Advances in Consumer ResearchThe Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…Development and Validation of TQM Implementation Constructs (1996)Development and Validation of…Total quality management as competitive advantage: A review and empirical study (1995)Total quality management as c…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Zero defections: quality comes to services. (1990)Zero defections: quality come…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…An Instrument for Measuring the Critical Factors of Quality Management (1989)An Instrument for Measuring t…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…Problems and Strategies in Services Marketing (1985)Problems and Strategies in Se…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Strategic Management and Marketing in the Service Sector (1984)Strategic Management and Mark…Developing Buyer-Seller Relationships (1987)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Atmospherics as a Marketing Tool (1974)A Service‐Orientated Approach to Marketing of Services (1978)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Quality, satisfaction and behavioral intentions (2000)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)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Whence Consumer Loyalty? (1999)Evolving to a New Dominant Logic for Marketing (2003)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Bibliometric Methods in Management and Organization (2014)
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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
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 2025Advances in Consumer Research13,264 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1985Problems and Strategies in Services Marketing2,819 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
  • 1995Total quality management as competitive advantage: A review and empirical study2,640 cited
  • 1989An Instrument for Measuring the Critical Factors of Quality Management2,032 cited
  • 1996Development and Validation of TQM Implementation Constructs1,773 cited
  • 1996

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SERVQUAL: review, critique, research agenda
1,741 cited
  • 1984Strategic Management and Marketing in the Service Sector1,667 cited
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