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Pharmacies Customer Satisfaction and Loyalty ? A Framework Analysis

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References

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1996The Behavioral Consequences of Service Quality11,994 cited
2003Evaluating the Fit of Structural Equation Models: Tests of Significance and Descriptive Goodness-of-Fit Measures8,974 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
1990Zero defections: quality comes to services.5,373 cited
1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

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3,139 cited

1982An Investigation into the Determinants of Customer Satisfaction2,914 cited

1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited

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