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Measuring service quality: current thinking and future requirements

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References

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
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1984A Service Quality Model and its Marketing Implications6,560 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
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1993The Nature and Determinants of Customer Expectations of Service2,665 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
1990Service management and marketing: managing the moments of truth in service competition

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1,899 cited

1995Service Quality: A Measure of Information Systems Effectiveness1,765 cited

1996SERVQUAL: review, critique, research agenda1,741 cited

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2003SERVQUAL AND MODEL OF SERVICE QUALITY GAPS: A FRAMEWORK FOR DETERMINING AND PRIORITIZING CRITICAL FACTORS IN DELIVERING QUALITY SERVICES174 cited
2005Relationship quality, relationship marketing, and client perceptions of the levels of service quality of charitable organisations165 cited
2004Modeling repurchase frequency and customer satisfaction for fast food outlets163 cited
2003A Student-centred Conceptual Model of Service Quality in Higher Education163 cited
2005Quality management in service firms: sustaining structures of total quality service161 cited
2010Identifying service quality dimensions as antecedents to customer satisfaction in retail banking145 cited
2007Customer satisfaction and service quality in UK financial services139 cited
2009Organisational culture, job satisfaction and higher education service quality125 cited
2007Evaluating service quality in universities: a service department perspective123 cited
2013Perceived quality in higher education: an empirical study113 cited
2009Internet service quality and customer satisfaction: Examining internet banking in Greece111 cited
2006The desired teaching qualities of lecturers in higher education: a means end analysis110 cited
2014Evaluating student satisfaction of quality at international branch campuses108 cited