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Measuring Citizen Satisfaction Using the SERVQUAL Approach: The Case of the ‘Hellenic Post’
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Measuring Citizen Satisfaction Using the SERVQUAL Approach: The Case of the ‘Hellenic Post’ (2014)Measuring Citizen Satisfaction Using the …Service quality in the public sector: the case of the Citizen's Service Centers (CSCs) of Greece (2013)Service quality in the public…Measuring service quality in urban bus transport: a modified SERVQUAL approach (2012)Measuring service quality in …A Markovian queueing model for ambulance offload delays (2012)A Markovian queueing model fo…Comparison of SERVQUAL and SERVPERF metrics: an empirical study (2011)Comparison of SERVQUAL and SE…Identifying service quality dimensions as antecedents to customer satisfaction in retail banking (2010)Identifying service quality d…Comparative evaluation of critical factors in delivering service quality of banks (2010)Comparative evaluation of cri…The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value (2009)The impact of e-service quali…Prioritizing service quality dimensions (2007)Prioritizing service quality …Service quality, client satisfaction and loyalty towards audit firms (2006)Service quality, client satis…Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance (2006)Path analysis of perceived se…Customers' perception of electronic service delivery in the UK retail banking sector (2006)Customers' perception of elec…Customer-Employee Rapport in Service Relationships (2000)Customer-Employee Rapport in …Using LISREL for Structural Equation Modeling: A Researcher′s Guide (1998)Using LISREL for Structural E…A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes (1991)A Longitudinal Analysis of th…Servqual : a multiple-item scale for measuring customer perceptions of service quality (1986)Servqual : a multiple-item sc…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Impact of service quality dimensions in internet banking on customer satisfaction (2014)The mediating role of customer satisfaction: evidence from the airline industry (2016)Impact of Service Quality, Corporate Image and Perceived Value on Brand Loyalty with Presence and Absence of Customer Satisfaction: A Study of four Service Sectors of Pakistan (2018)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Customer satisfaction, corporate image, and service quality in professional services (2009)Impact of Brand Image, Service Quality and price on customer satisfaction in Pakistan Telecommunication sector (2012)Market orientation, learning orientation and business performance (2016)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Customer Loyalty in e-Commerce Settings: An Empirical Study (2008)Factors influencing tourists' revisit intentions (2010)Impact of service quality, corporate image and customer satisfaction towards customers’ perceived value in the banking sector in Pakistan (2015)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011)Loyalty toward online food delivery service: the role of e-service quality and food quality (2018)Repurchase intentions in Y generation: mediation of trust and e-satisfaction (2020)Naturalistic inquiry (1985)Structural equation modeling in practice: A review and recommended two-step approach. 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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1998Using LISREL for Structural Equation Modeling: A Researcher′s Guide2,007 cited
  • 1986Servqual : a multiple-item scale for measuring customer perceptions of service quality1,857 cited
  • 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
  • 2000Customer-Employee Rapport in Service Relationships1,150 cited
  • 2009The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value545 cited
  • 2006Path analysis of perceived service quality, satisfaction and loyalty in Greek insurance263 cited
  • 2007Prioritizing service quality dimensions179 cited
  • 2006Service quality, client satisfaction and loyalty towards audit firms168 cited
  • 2010Identifying service quality dimensions as antecedents to customer satisfaction in retail banking145 cited
  • 2006Customers' perception of electronic service delivery in the UK retail banking sector145 cited
  • 2010Comparative evaluation of critical factors in delivering service quality of banks144 cited
  • 2012Measuring service quality in urban bus transport: a modified SERVQUAL approach140 cited
  • 2011Comparison of SERVQUAL and SERVPERF metrics: an empirical study

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107 cited
  • 2012A Markovian queueing model for ambulance offload delays69 cited
  • 2013Service quality in the public sector: the case of the Citizen's Service Centers (CSCs) of Greece56 cited
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