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Determining the Influence of the Reliability of Service Quality on Customer Satisfaction: The Case of Libyan E-Commerce Customers
13 references·8 citing·40 second hop
Determining the Influence of the Reliability of Service Quality on Customer Satisfaction: The Case of Libyan E-Commerce Customers (2015)Determining the Influence of the Reliabil…Zone of tolerance for banks: a diagnostic model of service quality (2009)Zone of tolerance for banks: …Hospitality Marketing Management Ed. 5 (2009)Hospitality Marketing Managem…An empirical study of employee loyalty, service quality and firm performance in the service industry (2009)An empirical study of employe…MEASURING SERVICE QUALITY IN THE HOTEL INDUSTRY: A STUDY IN A BUSINESS HOTEL IN TURKEY (2006)MEASURING SERVICE QUALITY IN …The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The Effects of Customer Satis…Measuring service quality in the hotel industry: A study in a business hotel in Turkey (2005)Measuring service quality in …Innovation, Entrepreneurship and Culture: The Interaction Between Technology, Progress and Economic Growth (2004)Innovation, Entrepreneurship …Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…On measurement of customer satisfaction (1992)On measurement of customer sa…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Hospitality Marketing Management (1989)Hospitality Marketing Managem…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…The Effect of Sustainable Human Resource Management Practices on Customer Satisfaction, Service Quality, and Institutional Performance in Hotel Businesses (2023)The Effect of Sustainable Hum…Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan (2022)Unhiding Nexus Between Servic…Examining the effects of electronic service quality on online banking customer satisfaction: Evidence from Zambia (2022)Examining the effects of elec…The relationship between service quality, customer satisfaction and behavioural intentions (2019)The relationship between serv…Service Quality Dimensions of E-retailing of Islamic Banks and Its Impact on Customer Satisfaction: An Empirical Investigation of Kingdom of Saudi Arabia (2019)Service Quality Dimensions of…Modeling Customer Satisfaction with the Service Quality of E-Money in Increasing Profit of PT. Telekomunikasi Indonesia (2019)Modeling Customer Satisfactio…Determinants of the Continued Intention of College Students in China to Use DiDi Mobile Car-Sharing Services (2019)Determinants of the Continued…ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK KOPI DAN KUALITAS PELAYANAN MENGGUNAKAN METODE IMPORTANCE PERFOMANCE ANALYSIS (Studi Kasus Di Geo Coffee) (2018)ANALISIS KEPUASAN KONSUMEN TE…Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)Intraclass correlations: Uses in assessing rater reliability. (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011)Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews (2015)Digital banking, customer experience and bank financial performance (2018)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach (2008)Alternative measures of service quality: a review (2008)Service quality and customer satisfaction: The moderating effects of hotel star rating (2019)A circumplex model of affect. (1980)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Quality, satisfaction and behavioral intentions (2000)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Developing Buyer-Seller Relationships (1987)The Commitment-Trust Theory of Relationship Marketing (1994)The Process of Customer Engagement: A Conceptual Framework (2008)Customer engagement, buyer‐seller relationships, and social media (2012)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)The Psychological Continuum Model: A Conceptual Framework for Understanding an Individual's Psychological Connection to Sport (2001)Comfort your online customer: quality, trust and loyalty on the internet (2004)The Critical Incident Technique in Service Research (2004)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)E-S-QUAL (2004)Rural tourism: Marketing strategies for the bed and breakfast industry in Taiwan (2012)The impact of information security breach on hotel guest perception of service quality, satisfaction, revisit intentions and word‐of‐mouth (2012)Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand (2017)Postmaterialism influencing total entrepreneurial activity across nations (2006)How do cultural values influence entrepreneurial behavior of nations? A behavioral reasoning approach (2020)TOURISM AND HOTEL COMPETITIVENESS RESEARCH (2009)Examining the Effect of Tour Guide Performance, Tourist Trust, Tourist Satisfaction, and Flow Experience on Tourists' Shopping Behavior (2012)Customer satisfaction, service quality, and customer value: years 2000-2015 (2017)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • 2005The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention1,575 cited
  • 2009An empirical study of employee loyalty, service quality and firm performance in the service industry480 cited
  • 2005Measuring service quality in the hotel industry: A study in a business hotel in Turkey463 cited
  • 2006MEASURING SERVICE QUALITY IN THE HOTEL INDUSTRY: A STUDY IN A BUSINESS HOTEL IN TURKEY329 cited
  • 1989Hospitality Marketing Management186 cited
  • 2004Innovation, Entrepreneurship and Culture: The Interaction Between Technology, Progress and Economic Growth149 cited
  • 1992On measurement of customer satisfaction102 cited
  • 2009Zone of tolerance for banks: a diagnostic model of service quality74 cited
  • 2009Hospitality Marketing Management Ed. 543 cited

Cited by

  • 2019The relationship between service quality, customer satisfaction and behavioural intentions59 cited

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  • 2022Examining the effects of electronic service quality on online banking customer satisfaction: Evidence from Zambia50 cited
  • 2022Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan48 cited
  • 2023The Effect of Sustainable Human Resource Management Practices on Customer Satisfaction, Service Quality, and Institutional Performance in Hotel Businesses46 cited
  • 2019Service Quality Dimensions of E-retailing of Islamic Banks and Its Impact on Customer Satisfaction: An Empirical Investigation of Kingdom of Saudi Arabia44 cited
  • 2019Modeling Customer Satisfaction with the Service Quality of E-Money in Increasing Profit of PT. Telekomunikasi Indonesia31 cited
  • 2018ANALISIS KEPUASAN KONSUMEN TERHADAP KUALITAS PRODUK KOPI DAN KUALITAS PELAYANAN MENGGUNAKAN METODE IMPORTANCE PERFOMANCE ANALYSIS (Studi Kasus Di Geo Coffee)28 cited
  • 2019Determinants of the Continued Intention of College Students in China to Use DiDi Mobile Car-Sharing Services22 cited