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Expectations, Performance Evaluation, and Consumers' Perceptions of Quality

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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
1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
1989Structural Equations with Latent Variables17,500 cited
1991Structural Equations with Latent Variables.17,443 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1988Communication and Control Processes in the Delivery of Service Quality2,030 cited

Cited by

2002The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach1,986 cited
2000Customer satisfaction with services: putting perceived value into the equation1,832 cited
1996SERVQUAL: review, critique, research agenda1,741 cited

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1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited

2003E‐service quality: a model of virtual service quality dimensions1,500 cited

1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited

2000A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study1,407 cited

1996An empirical examination of a model of perceived service quality and satisfaction1,220 cited

1999Service quality, customer satisfaction, and customer value: A holistic perspective1,086 cited

1996SERVQUAL revisited: a critical review of service quality1,032 cited

2005Service quality models: a review1,007 cited

2008Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration988 cited

2002Performance-only measurement of service quality: a replication and extension935 cited

1996Determinants of customer satisfaction in retail banking861 cited

2007Service quality, relationship satisfaction, trust, commitment and business‐to‐business loyalty813 cited

2000The determinants of perceived service quality and its relationship with satisfaction783 cited