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Measuring Service Quality in Restaurants: an Application of the Servqual Instrument

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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
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
1975Applied Linear Statistical Models.2,287 cited
1988Key Factors in Guest Satisfaction314 cited

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2003ECOSERV256 cited
2009The relationship between internal and external service quality252 cited

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1999

The Effects of Service Quality, Perceived Value and Customer Satisfaction on Behavioral Intentions

246 cited

2004Exploring international tourists' perceptions of hotel operations by using a modified SERVQUAL approach – a case study of Mauritius241 cited

1997The importance of cross-cultural expectations in the measurement of service quality perceptions in the hotel industry229 cited

2003Lodging quality index (LQI): assessing customers’ perceptions of quality delivery225 cited

2009Service quality, customer satisfaction, and behavioral intentions in fast‐food restaurants224 cited

1995Measuring quality in restaurant operations: an application of the SERVQUAL instrument210 cited

2001The Expectancy-Disconfirmation Paradigm: A Critique209 cited

2007Service quality measurement in rural accommodation205 cited

2005A comparison of service quality in the banking industry201 cited