Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Evaluating service quality in universities: a service department perspective

16 references·16 citing·33 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

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
1977Marketing Research: Methodological Foundations4,351 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1996SERVQUAL: review, critique, research agenda1,741 cited
1991Understanding Customer Expectations of Service1,403 cited
1996SERVQUAL revisited: a critical review of service quality1,032 cited
1995Managing service quality in higher education: the role of the student as primary consumer594 cited
1994Service Quality591 cited
1988A Conceptual Model of Service Quality579 cited
2001Using SERVQUAL to assess customer satisfaction with public sector services380 cited
1998Customer service in business‐to‐business markets: an agenda for research324 cited
2001Measuring and managing service quality: integrating customer expectations

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

294 cited

1997The measurement of service quality: a new P‐C‐P attributes model293 cited

Cited by

2017Exploring the role of website quality and hedonism in the formation of e-satisfaction and e-loyalty96 cited
2013Managing and improving service quality in higher education96 cited
2018Dimensions of service quality in higher education – critical review (students’ perspective)79 cited
2017Outcome-Based Performance Management in the Public Sector78 cited
2010Testing the Superiority and Dimensionality of SERVQLAL vs. SERVPERF in Higher Education66 cited
2009An Exploratory Use of the Stakeholder Approach to Defining and Measuring Quality: The Case of a Cypriot Higher Education Institution65 cited
2016Consumer's Perception of Website Service Quality: An Empirical Study47 cited
2019Stakeholder’s perception of service quality: a case in Qatar46 cited
2011An Empirical Investigation into the Construct of Higher Education Service Quality34 cited
2021Measuring service quality at an online university: using PLS-SEM with archival data32 cited
2011Service Quality in a Higher Education Context: Antecedents and Dimensions32 cited
2013Quality Measures in Higher Education: A Review and Conceptual Model30 cited
2013Educational Management30 cited
2010New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges30 cited
2011Service quality, customer satisfaction in technology-based universities29 cited
2010Determinants of Customer Satisfaction in Hotel Industry of Pakistan28 cited