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SERVQUAL as a Measuring Instrument for Service Provider Gaps in Business Schools
13 references·16 citing·41 second hop
SERVQUAL as a Measuring Instrument for Service Provider Gaps in Business Schools (1992)SERVQUAL as a Measuring Instrument for Se…Delivering service quality (2006)Delivering service qualityConsumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Assessing Advantage: A Framew…Expectations and Norms in Models of Consumer Satisfaction (1987)Expectations and Norms in Mod…Perceived quality : how consumers view stores and merchandise (1985)Perceived quality : how consu…Competitive Advantage: Creating and Sustaining Superior Performance (1985)Competitive Advantage: Creati…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Classifying Services to Gain Strategic Marketing Insights (1983)Classifying Services to Gain …Construct Validity: A Review of Basic Issues and Marketing Practices (1981)Construct Validity: A Review …Coefficient Alpha and the Internal Structure of Tests (1951)Coefficient Alpha and the Int…Applying SERVQUAL (2019)Applying SERVQUALService quality measurement for secondary school setting (2013)Service quality measurement f…Education: A Comparative Structural Equation Modeling Study (2012)Education: A Comparative Stru…"Assessing The Quality Of Higher Education Services Using A Modified Servqual Scale " (2012)"Assessing The Quality Of Hig…Testing the Superiority and Dimensionality of SERVQLAL vs. SERVPERF in Higher Education (2010)Testing the Superiority and D…A proposed model for measuring service quality in secondary education (2010)A proposed model for measurin…A literature review of service research since 1993 (2010)A literature review of servic…Scales in services marketing research: a critique and way forward (2009)Scales in services marketing …A Comparison of SERVQUAL and I-P Analysis: Measuring and Improving Service Quality in Egyptian Private Universities (2006)A Comparison of SERVQUAL and …The development of HEdPERF: a new measuring instrument of service quality for the higher education sector (2005)The development of HEdPERF: a…Measuring Service Quality in a Medical Setting in a Developing Country (2005)Measuring Service Quality in …Internal Service Quality (2005)Internal Service QualityLiterature Review: Service Quality in Educational Institutions (2004)Literature Review: Service Qu…An Examination of Students' Perceptions of Service Quality in Higher Education (2001)An Examination of Students' P…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…High tech v. high touch: a case study of TQM implementation in higher education (1995)High tech v. high touch: a ca…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)The Commitment-Trust Theory of Relationship Marketing (1994)Principles of Marketing (1972)Breaking Free from Product Marketing (1977)ON GOODS AND SERVICES (1977)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Service quality models: a review (2005)A resource‐based view of the firm (1984)The Effect of a Market Orientation on Business Profitability (1990)Market Orientation: Antecedents and Consequences (1993)External Control of Organizations: Resource Dependence Perspective (2011)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Theory of the Estimation of Test Reliability (1937)Measurement and prediction (1950)Theory of Mental Tests (1950)Intraclass correlations: Uses in assessing rater reliability. (1979)The Pittsburgh sleep quality index: A new instrument for psychiatric practice and research (1989)The theory of planned behavior (1991)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)E-S-QUAL (2004)THE IMPACT OF HUMAN RESOURCE MANAGEMENT PRACTICES ON TURNOVER, PRODUCTIVITY, AND CORPORATE FINANCIAL PERFORMANCE. (1995)Toward a New Conception of the Environment-Competitiveness Relationship (1995)Exploring internal stickiness: Impediments to the transfer of best practice within the firm (1996)
this work references cited by second hop

References

  • 1951Coefficient Alpha and the Internal Structure of Tests45,148 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1985Competitive Advantage: Creating and Sustaining Superior Performance14,727 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1988Assessing Advantage: A Framework for Diagnosing Competitive Superiority2,660 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,051 cited
  • 1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
  • 1981Construct Validity: A Review of Basic Issues and Marketing Practices1,196 cited
  • 1987Expectations and Norms in Models of Consumer Satisfaction1,169 cited
  • 1985Perceived quality : how consumers view stores and merchandise416 cited
  • 2006Delivering service quality190 cited

Cited by

  • 1996SERVQUAL: review, critique, research agenda1,770 cited
  • 2005The development of HEdPERF: a new measuring instrument of service quality for the higher education sector

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

629 cited
  • 2009Scales in services marketing research: a critique and way forward74 cited
  • 2010Testing the Superiority and Dimensionality of SERVQLAL vs. SERVPERF in Higher Education66 cited
  • 2006A Comparison of SERVQUAL and I-P Analysis: Measuring and Improving Service Quality in Egyptian Private Universities62 cited
  • 2010A proposed model for measuring service quality in secondary education59 cited
  • 1995High tech v. high touch: a case study of TQM implementation in higher education55 cited
  • 2019Applying SERVQUAL53 cited
  • 2005Internal Service Quality52 cited
  • 2005Measuring Service Quality in a Medical Setting in a Developing Country51 cited
  • 2004Literature Review: Service Quality in Educational Institutions50 cited
  • 2001An Examination of Students' Perceptions of Service Quality in Higher Education41 cited
  • 2012"Assessing The Quality Of Higher Education Services Using A Modified Servqual Scale "32 cited
  • 2010A literature review of service research since 199328 cited
  • 2012Education: A Comparative Structural Equation Modeling Study24 cited
  • 2013Service quality measurement for secondary school setting22 cited