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Service Quality and Perceived Value's Impact on Satisfaction, Intention and Usage of Short Message Service (SMS)

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 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
1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
2000Structural Equation Modeling and Regression: Guidelines for Research Practice6,417 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
1998Issues and opinion on structural equation modeling4,577 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1996SERVQUAL: review, critique, research agenda

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1,741 cited

1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited

1998The Effects of Price-Comparison Advertising on Buyers’ Perceptions of Acquisition Value, Transaction Value, and Behavioral Intentions1,299 cited

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