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Service Quality: A Measure of Information Systems Effectiveness

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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
1979A Paradigm for Developing Better Measures of Marketing Constructs16,553 cited
1989The Practice of Social Research14,398 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1983A Spatial Model of Effectiveness Criteria: Towards a Competing Values Approach to Organizational Analysis3,337 cited
1993The Nature and Determinants of Customer Expectations of Service2,665 cited
1992Marketing Services: Competing Through Quality2,178 cited
1977Breaking Free from Product Marketing2,056 cited
1983Classifying Services to Gain Strategic Marketing Insights1,994 cited
1984Strategic Management and Marketing in the Service Sector1,667 cited
1993Tracking the evolution of the services marketing literature

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977 cited

1984The information system as a competitive weapon905 cited

Cited by

2003The DeLone and McLean Model of Information Systems Success: A Ten-Year Update11,772 cited
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2008Measuring information systems success: models, dimensions, measures, and interrelationships1,895 cited
2001The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents1,583 cited
2006A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research1,580 cited
2008Trust and Electronic Government Success: An Empirical Study1,406 cited
2004Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model1,401 cited
2006Understanding e-learning continuance intention: An extension of the Technology Acceptance Model1,398 cited
2019Evaluating E-learning systems success: An empirical study1,349 cited
2002Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics1,205 cited
2007The impact of Web quality and playfulness on user acceptance of online retailing971 cited
2001Validation in Information Systems Research: A State-of-the-Art Assessment1959 cited
2013Information Systems Success: The Quest for the Independent Variables886 cited
2009A review of twenty years of SERVQUAL research845 cited