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Measuring university service quality by means of SERVQUAL method
16 references·3 citing·39 second hop
Measuring university service quality by means of SERVQUAL method (2012)Measuring university service quality by m…Testing the Superiority and Dimensionality of SERVQLAL vs. SERVPERF in Higher Education (2010)Testing the Superiority and D…Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry (2010)Measuring Perceived Service Q…Does service quality affect students' performance? Evidence from institutes of higher learning (2010)Does service quality affect s…Measuring service quality of a public university library in Bangladesh using SERVQUAL (2009)Measuring service quality of …Determining the relative importance of critical factors in delivering service quality of banks (2009)Determining the relative impo…An application of integrating SERVQUAL and Kano's model into QFD for logistics services (2009)An application of integrating…SERVICE QUALITY ASSESSMENT IN A GREEK HIGHER EDUCATION INSTITUTE (2008)SERVICE QUALITY ASSESSMENT IN…A comparative analysis of international education satisfaction using servqual (2005)A comparative analysis of int…Service quality in Higher Education using an enhanced SERVQUAL approach (2004)Service quality in Higher Edu…Perception of Quality in Higher Education (2004)Perception of Quality in High…Measuring Service Quality: Servqual vs. Servperf Scales (2004)Measuring Service Quality: Se…Literature Review: Service Quality in Educational Institutions (2004)Literature Review: Service Qu…Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool (2004)Ensuring IT Consulting SERVQU…Measuring the performance of IT services (2002)Measuring the performance of …Making Sense of SERVQUAL's Dimensions to the Chinese Customers in Macau (2002)Making Sense of SERVQUAL's Di…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…The Role of Empathy in the Service Experience (2019)The Role of Empathy in the Se…Are there study mode differences in perceptions of university education service quality? Evidence from Zambia (2019)Are there study mode differen…SERVQUAL model applied to higher education public administrative services (2017)SERVQUAL model applied to hig…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Understanding Service Convenience (2002)Comparative evaluation of critical factors in delivering service quality of banks (2010)The application of ISM model in evaluating agile suppliers selection criteria and ranking suppliers using fuzzy TOPSIS-AHP methods (2015)A study on factors affecting service quality and loyalty intention in mobile banking (2020)Attractive Quality and Must-Be Quality (1984)A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model (2014)The impact of the level of customer satisfaction on the quality of e-commerce services (2019)Research on the influence of after-sales service quality factors on customer satisfaction (2020)Measuring Service Quality: A Reexamination and Extension (1992)Differences in service quality perceptions of stakeholders in the hotel industry (2015)Service Quality and Customer Satisfaction: A Case Study of Hotel Industry in Vietnam (2015)Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis (2016)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Information technology center service quality (2005)Using the extension of DEMATEL to integrate hotel service quality perceptions into a cause–effect model in uncertainty (2008)Satisfaction: a behavioral perspective on the consumer (2010)A Fuzzy SERVQUAL Based Method for Evaluated of Service Quality in the Hotel Industry (2015)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Learning spaces in higher education: an under-researched topic (2008)The influence of service quality on satisfaction and intention: A gender segmentation strategy (2010)Measuring service quality in higher education (2016)Competing on the Eight Dimensions of Quality (1987)Service quality in higher education – a review and research agenda (2010)The effects of motivation in education (2012)Effect of student perceived service quality on student satisfaction, loyalty and motivation in Indian universities (2016)A Paradigm for Developing Better Measures of Marketing Constructs (1979)The validity of the SERVQUAL and SERVPERF scales (2007)A Study of Experiential Quality, Experiential Value, Experiential Satisfaction, Theme Park Image, and Revisit Intention (2014)Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model (2020)Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry (2011)A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective (2012)Understanding social responsibility’s influence on service quality and student satisfaction in higher education (2020)The Impact of Perceived Service Fairness and Quality on the Behavioral Intentions of Chinese Hotel Guests: the Mediating Role of Consumption Emotions (2015)The effects of brand experiences on quality, satisfaction and loyalty: an empirical study in the telecommunications multiple-play service market (2017)The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction (2017)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2004Measuring Service Quality: Servqual vs. Servperf Scales521 cited
  • 2004Service quality in Higher Education using an enhanced SERVQUAL approach329 cited
  • 2009Determining the relative importance of critical factors in delivering service quality of banks272 cited
  • 2004Perception of Quality in Higher Education171 cited
  • 2005A comparative analysis of international education satisfaction using servqual170 cited
  • 2009An application of integrating SERVQUAL and Kano's model into QFD for logistics services146 cited
  • 2010Measuring Perceived Service Quality Using SERVQUAL: A Case Study of the Croatian Hotel Industry136 cited
  • 2002Measuring the performance of IT services129 cited
  • 2004Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool119 cited
  • 2008SERVICE QUALITY ASSESSMENT IN A GREEK HIGHER EDUCATION INSTITUTE116 cited
  • 2009Measuring service quality of a public university library in Bangladesh using SERVQUAL104 cited
  • 2010Does service quality affect students' performance? Evidence from institutes of higher learning82 cited
  • 2002Making Sense of SERVQUAL's Dimensions to the Chinese Customers in Macau74 cited

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  • 2010Testing the Superiority and Dimensionality of SERVQLAL vs. SERVPERF in Higher Education66 cited
  • 2004Literature Review: Service Quality in Educational Institutions50 cited
  • Cited by

    • 2017SERVQUAL model applied to higher education public administrative services33 cited
    • 2019The Role of Empathy in the Service Experience29 cited
    • 2019Are there study mode differences in perceptions of university education service quality? Evidence from Zambia28 cited