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Data envelopment analysis in service quality evaluation: an empirical study
16 references·2 citing·42 second hop
Data envelopment analysis in service quality evaluation: an empirical study (2014)Data envelopment analysis in service qual…Service quality, emotional satisfaction, and behavioural intentions (2009)Service quality, emotional sa…Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study (2008)Relationships and impacts of …Data Envelopment Analysis (2007)Data Envelopment AnalysisMeasuring service quality in the hotel industry: A study in a business hotel in Turkey (2005)Measuring service quality in …Passenger expectations and airline services: a Hong Kong based study (2003)Passenger expectations and ai…A slacks-based measure of efficiency in data envelopment analysis (2001)A slacks-based measure of eff…Data Envelopment Analysis: A Comprehensive Text with Models, Applications, References and DEA-Solver Software (1999)Data Envelopment Analysis: A …Analysing service quality in the hospitality industry (1999)Analysing service quality in …SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Measuring Service Quality in the Travel and Tourism Industry (1991)Measuring Service Quality in …Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model (1991)Analysing Service Quality in …Lodgserv: A Service Quality Index for the Lodging Industry (1990)Lodgserv: A Service Quality I…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…Measuring the efficiency of decision making units (1978)Measuring the efficiency of d…Analyzing the quality of public bus transport service in Fez City (Morocco) (2019)Analyzing the quality of publ…A two-stage DEA approach to analyse the efficiency of the hospitality sector (2018)A two-stage DEA approach to a…Separation of Ownership and Control (1983)Using Rank Statistics for Determining Programmatic Efficiency Differences in Data Envelopment Analysis (1996)IDEA and AR-IDEA: Models for Dealing with Imprecise Data in DEA (1999)A slacks-based measure of super-efficiency in data envelopment analysis (2002)Handbook of Quantitative Science and Technology Research (2005)Network DEA: A slacks-based measure approach (2008)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)The Behavioral Consequences of Service Quality (1996)Coefficient Alpha and the Internal Structure of Tests (1951)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Service quality, customer satisfaction, and customer value: A holistic perspective (1999)Service quality models: a review (2005)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)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)The Measurement of Productive Efficiency (1957)General competitive analysis (1971)A Procedure for Ranking Efficient Units in Data Envelopment Analysis (1993)Theory of Cost and Production Functions (2015)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis (1984)The Measurement of Efficiency of Production (1985)Data envelopment analysis (DEA) – Thirty years on (2008)Models of Man--Social and Rational (1958)Stochastic Frontier Analysis (2000)Ecological total-factor energy efficiency of regions in China (2012)Data envelopment analysis: Prior to choosing a model (2013)The use of Data Envelopment Analysis (DEA) in healthcare with a focus on hospitals (2018)The value of value: Further excursions on the meaning and role of customer value (2011)The impact of service quality, customer engagement and selected marketing constructs on airline passenger loyalty (2017)Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty (2018)
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References

  • 1978Measuring the efficiency of decision making units29,914 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 2001A slacks-based measure of efficiency in data envelopment analysis5,734 cited
  • 1999Data Envelopment Analysis: A Comprehensive Text with Models, Applications, References and DEA-Solver Software3,764 cited
  • 1992An empirical assessment of the SERVQUAL scale2,134 cited
  • 2007Data Envelopment Analysis2,117 cited
  • 1996SERVQUAL: review, critique, research agenda1,770 cited
  • 2008Relationships and impacts of service quality, perceived value, customer satisfaction, and image: an empirical study816 cited
  • 1991Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model669 cited
  • 1991Measuring Service Quality in the Travel and Tourism Industry575 cited
  • 1990Lodgserv: A Service Quality Index for the Lodging Industry509 cited
  • 2009Service quality, emotional satisfaction, and behavioural intentions503 cited
  • 2005Measuring service quality in the hotel industry: A study in a business hotel in Turkey463 cited
  • 2003Passenger expectations and airline services: a Hong Kong based study

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462 cited
  • 1999Analysing service quality in the hospitality industry379 cited
  • Cited by

    • 2018A two-stage DEA approach to analyse the efficiency of the hospitality sector25 cited
    • 2019Analyzing the quality of public bus transport service in Fez City (Morocco)2 cited