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An empirical assessment of comparative approaches to service quality measurement

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References

1951Coefficient Alpha and the Internal Structure of Tests43,892 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
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1988An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment6,290 cited
2003Compromise solution by MCDM methods: A comparative analysis of VIKOR and TOPSIS5,018 cited
1977Importance-Performance Analysis4,319 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1996Services Marketing: Integrating Customer Focus Across the Firm3,049 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
1989Taguchi Techniques for Quality Engineering2,721 cited

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1993

Expectations, Performance Evaluation, and Consumers' Perceptions of Quality

1,652 cited

1993Improving the measurement of service quality1,197 cited

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