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Impact of Service Quality Management (SQM) Practices on Indian Railways - A Study of South Central Railways
13 references·1 citing·39 second hop
Impact of Service Quality Management (SQM) Practices on Indian Railways - A Study of South Central Railways (2010)Impact of Service Quality Management (SQM…A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study (2000)A comprehensive framework for…UNDERSTANDING AND PREDICTING PASSENGER RAIL TRAVEL: AN EMPIRICAL STUDY (1998)UNDERSTANDING AND PREDICTING …Measuring Physical Distribution Service Quality (1996)Measuring Physical Distributi…Service Quality: Insights and Managerial Implications from the Frontier (1994)Service Quality: Insights and…Definition and measurement of quality of service for local public transport management (1993)Definition and measurement of…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…Servqual : a multiple-item scale for measuring customer perceptions of service quality (1986)Servqual : a multiple-item sc…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…MEASURES OF OPERATIONAL PERFORMANCE FOR URBAN BUS SERVICES (1981)MEASURES OF OPERATIONAL PERFO…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…TRANSIT SERVICE EVALUATION: PRELIMINARY IDENTIFICATION OF VARIABLES CHARACTERIZING LEVEL OF SERVICE (1976)TRANSIT SERVICE EVALUATION: P…Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia (2018)Age Segmentation for Predicti…Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives (1970)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Comparative fit indexes in structural models. (1990)The use of expert judges in scale development (2003)Online service quality dimensions and their relationships with satisfaction (2004)Coefficient Alpha and the Internal Structure of Tests (1951)The Theory of Buyer Behavior (1971)The Nature and Scope of Marketing (1976)Trust and TAM in Online Shopping: An Integrated Model1 (2003)\nThe use of partial least squares path modeling in international marketing (2009)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Performance indicators for transit management (1978)Managing the Total Quality Transformation (1990)A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes (1991)Developing zones of tolerance for managing passenger rail service quality (2007)Public Transportation and Customer Satisfaction (2008)A hybrid approach based on fuzzy AHP and 2-tuple fuzzy linguistic method for evaluation in-flight service quality (2017)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)The Behavioral Consequences of Service Quality (1996)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)E‐service quality: a model of virtual service quality dimensions (2003)The four levels of loyalty and the pivotal role of trust: a study of online service dynamics (2004)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)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)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)An empirical examination of a model of perceived service quality and satisfaction (1996)The concept of perceived value: a systematic review of the research (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)The Measurement of Destination Image: An Empirical Assessment (1993)SERVQUAL: review, critique, research agenda (1996)A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents (2007)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
  • 1994Service Quality: Insights and Managerial Implications from the Frontier1,539 cited
  • 2000A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study1,407 cited
  • 1996Measuring Physical Distribution Service Quality371 cited
  • 1993Definition and measurement of quality of service for local public transport management58 cited
  • 1976TRANSIT SERVICE EVALUATION: PRELIMINARY IDENTIFICATION OF VARIABLES CHARACTERIZING LEVEL OF SERVICE30 cited
  • 1998UNDERSTANDING AND PREDICTING PASSENGER RAIL TRAVEL: AN EMPIRICAL STUDY24 cited
  • 1981MEASURES OF OPERATIONAL PERFORMANCE FOR URBAN BUS SERVICES12 cited

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  • 2018Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia

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5 cited