Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

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

Measuring service quality in the public sector: The potential for SERVQUAL

5 references·16 citing·33 second hop

FromToDepth

this work references cited by second hop

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
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1992An empirical assessment of the SERVQUAL scale2,126 cited
1992Adapting the SERVQUAL scale to hospital services: an empirical investigation.1,236 cited

Cited by

2003SERVQUAL AND MODEL OF SERVICE QUALITY GAPS: A FRAMEWORK FOR DETERMINING AND PRIORITIZING CRITICAL FACTORS IN DELIVERING QUALITY SERVICES174 cited
2011The Use of Importance-Performance Analysis (IPA) in Evaluating Japan’s E-government Services174 cited
2010SERVICE QUALITY IN THE PUBLIC SERVICE159 cited
2010Developing the Models of Service Quality Gaps: A Critical Discussion122 cited
2013Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines119 cited
2013Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines112 cited
2018Development of a Green Lean Six Sigma model for public sectors87 cited
2013The antecedents of student loyalty in online programs65 cited
2001Assessing customer satisfaction with local authority services using SERVQUAL

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

62 cited

2020An analysis of the quality of public transport in Johannesburg, South Africa using an adapted SERVQUAL model60 cited

2020Allowing users to pick and choose: A conjoint analysis of end-user preferences of public e-services59 cited

2009Quality dimensions in the public sector: municipal services and citizen’s perception57 cited

2014Critical success factors for building maintenance business: a Hong Kong case study57 cited

2015Service Quality Expectations: Exploring the Importance of SERVQUAL Dimensions from Different Nonprofit Constituent Groups54 cited

2001Assessing the service quality of building maintenance providers: mechanical and engineering services54 cited

2021Passengers’ perception of safety and its relationship with demographics, service quality, satisfaction and loyalty in airlines sector - A case study of Vietnam to Australia route48 cited