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The determinants of customer loyalty: An analysis of intangible factors in three service industries

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References

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
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1999Whence Consumer Loyalty?7,319 cited
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1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 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

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

1977Breaking Free from Product Marketing2,056 cited

Cited by

2011SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: THE MODERATING ROLE OF GENDER / APTARNAVIMO KOKYBĖ, VARTOTOJŲ PASITENKINIMAS IR LOJALUMAS VARTOTOJŲ LYTIES ATŽVILGIU115 cited
2018Measuring service quality perceptions of customers in the hotel industry of Pakistan95 cited
2012The lodging quality index: an independent assessment of validity and dimensions71 cited
2018The influence of service quality on customer satisfaction and customer behavioral intentions by moderating role of switching barriers in satellite pay TV market63 cited
2019The impact of value co-creation on satisfaction and loyalty: the moderating effect of price fairness (empirical study of automobile customers in Ghana)62 cited
2018Predicting customer experience and discretionary behaviors of bank customers in India50 cited
2014Success factors of management consulting44 cited
2015Innovative service satisfaction and customer promotion behaviour in the Chinese budget hotel: an empirical study42 cited
2016How Important Is Customer Satisfaction? Quantitative Evidence from Mobile Telecommunication Market41 cited
2016Brand Personality, Consumer Satisfaction, and Loyalty: A Perspective from Denim Jeans Brands39 cited
2012CUSTOMER SATISFACTION IN MOBILE PHONE SERVICES IN BANGLADESH: A SURVEY RESEARCH37 cited
2014The Influence of Product Quality, Brand Image, and Quality of Service to Customer Trust and Implication on Customer Loyalty (Survey on Customer Brand Sharp Electronics Product at the South Kalimantan Province)36 cited
2018The Effect of Service Quality, Customer Satisfaction and Corporate Image on Customer Loyalty in the banking sector in Indonesia36 cited
2023The effects of economic, environmentally and socially related SDGs strategies of banking institutions on their customers’ behavior34 cited
2022Identifying the key factors of sustainable entrepreneurship in the Nigerian food industry: The role of media availability33 cited
2020The impact of perceived fairness and trustworthiness on customer trust within the banking sector30 cited