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A DEA approach for comparative analysis of service quality dimensions with a case study in hotel industry
16 references·1 citing·28 second hop
A DEA approach for comparative analysis of service quality dimensions with a case study in hotel industry (2012)A DEA approach for comparative analysis o…Marketing: An Introduction (2025)Marketing: An IntroductionUsing data envelopment analysis to measure hotel managerial efficiency change in Taiwan (2003)Using data envelopment analys…The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)The asymmetric relationship b…Price and Brand Name As Indicators of Quality Dimensions for Consumer Durables (2000)Price and Brand Name As Indic…Data Envelopment Analysis: A Comprehensive Text with Models, Applications, References and DEA-Solver Software (1999)Data Envelopment Analysis: A …SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment (1994)Expectations as a Comparison …Service Quality Measurement (1993)Service Quality MeasurementMeasuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…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…Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis (1984)Some Models for Estimating Te…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Measuring the efficiency of decision making units (1978)Measuring the efficiency of d…Benchmarking the Hotel Industry in Oman Through a Three-Stage DEA-Based Procedure (2018)Benchmarking the Hotel Indust…Separation of Ownership and Control (1983)A slacks-based measure of super-efficiency in data envelopment analysis (2002)Handbook of Quantitative Science and Technology Research (2005)Network DEA: A slacks-based measure approach (2008)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)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)Understanding Customer Experience Throughout the Customer Journey (2016)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)The Measurement of Productive Efficiency (1957)A Procedure for Ranking Efficient Units in Data Envelopment Analysis (1993)A slacks-based measure of efficiency in data envelopment analysis (2001)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Quality, satisfaction and behavioral intentions (2000)The Effect of On-Line Consumer Reviews on Consumer Purchasing Intention: The Moderating Role of Involvement (2007)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)
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References

  • 1978Measuring the efficiency of decision making units29,755 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
  • 1984Some Models for Estimating Technical and Scale Inefficiencies in Data Envelopment Analysis16,773 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1999Data Envelopment Analysis: A Comprehensive Text with Models, Applications, References and DEA-Solver Software3,754 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 2025Marketing: An Introduction842 cited
  • 2003The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis780 cited
  • 1994Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment678 cited
  • 2000Price and Brand Name As Indicators of Quality Dimensions for Consumer Durables

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612 cited
  • 2003Using data envelopment analysis to measure hotel managerial efficiency change in Taiwan469 cited
  • 1993Service Quality Measurement347 cited
  • Cited by

    • 2018Benchmarking the Hotel Industry in Oman Through a Three-Stage DEA-Based Procedure29 cited