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Service quality as a determinant of customer satisfaction and resulting behavioural intentions: A SEM approach towards Malaysian resort hotels
16 references·2 citing·30 second hop
Service quality as a determinant of customer satisfaction and resulting behavioural intentions: A SEM approach towards Malaysian resort hotels (2015)Service quality as a determinant of custo…The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)The influence of the quality …Service Management and Marketing (2011)Service Management and Market…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Service quality models: a review (2005)Service quality models: a rev…The relationship between service quality and customer satisfaction – a factor specific approach (2002)The relationship between serv…Customer satisfaction with services: putting perceived value into the equation (2000)Customer satisfaction with se…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…Service Quality: New Directions in Theory and Practice (1994)Service Quality: New Directio…Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice (1994)Encounter Satisfaction versus…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A deep learning-based SEM-ANN analysis of the impact of AI-based audit services on client trust (2023)A deep learning-based SEM-ANN…Factors Influencing Intention to Adopt Social Media Platform among Rural Homestay Operators in Malaysia (2020)Factors Influencing Intention…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Information and Consumer Behavior (1970)The nature of human values (1973)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)The Commitment-Trust Theory of Relationship Marketing (1994)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Customer repurchase intention (2003)Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour (2005)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)
this work references cited by second hop

References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 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
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 2000Customer satisfaction with services: putting perceived value into the equation1,832 cited
  • 1994Service Quality: New Directions in Theory and Practice1,701 cited
  • 2011Service Management and Marketing1,414 cited
  • 2012The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions1,257 cited
  • 2005Service quality models: a review1,007 cited

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  • 2002The relationship between service quality and customer satisfaction – a factor specific approach897 cited
  • 1994Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice852 cited
  • Cited by

    • 2023A deep learning-based SEM-ANN analysis of the impact of AI-based audit services on client trust25 cited
    • 2020Factors Influencing Intention to Adopt Social Media Platform among Rural Homestay Operators in Malaysia9 cited