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CUSTOMERS' EXPECTATIONS AND PERCEPTIONS OF SERVICE QUALITY: THE CASE OF PICK N PAY SUPERMARKET STORES IN PIETERMARITZBURG AREA, SOUTH AFRICA

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
1996SERVQUAL revisited: a critical review of service quality1,032 cited
1994Quality from Customer Needs to Customer Satisfaction744 cited
1996Principles and Practice of Marketing424 cited
1994Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores336 cited
2002Handbook of Marketing196 cited
2001Service quality in supermarket retailing: identifying critical service experiences142 cited
1994Consumers and Services141 cited
2010Management and Marketing of Services69 cited
2008Research note42 cited

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2015Identifying the gaps between customer expectations and perceptions on service quality dimensions of Islamic banks in Malaysia21 cited

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