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Contribution and Trend to Quality Research—a literature review of SERVQUAL model from 1998 to 2013
16 references·7 citing·35 second hop
Contribution and Trend to Quality Research—a literature review of SERVQUAL model from 1998 to 2013 (2015)Contribution and Trend to Quality Researc…A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach (2008)A causal and effect decision …Measuring Service Quality in E-Retailing (2006)Measuring Service Quality in …B2C e‐commerce web site quality: an empirical examination (2005)B2C e‐commerce web site quali…An index to quantify an individual's scientific research output (2005)An index to quantify an indiv…An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry (2004)An Integrated Framework for S…Passenger expectations and airline services: a Hong Kong based study (2003)Passenger expectations and ai…Performance-only measurement of service quality: a replication and extension (2002)Performance-only measurement …Measuring tourist satisfaction with Kenya's wildlife safari: a case study of Tsavo West National Park (2002)Measuring tourist satisfactio…Measuring Information System Service Quality: Servqual from the Other Side1 (2002)Measuring Information System …Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Logistics Service Quality as a Segment-Customized Process (2001)Logistics Service Quality as …An Evaluation of Cyber-Bookshops: The WebQual Method (2001)An Evaluation of Cyber-Booksh…A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study (2000)A comprehensive framework for…Customer response to intangible and tangible service factors (1999)Customer response to intangib…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Specialists’ Perspectives on Strategic Integration of Wine Tourism in Rural Romania: A Quality Management Approach Using SERVQUAL Dimensions (2026)Specialists’ Perspectives on …Quantitative analysis of the publication trends in four decades of SERVQUAL research: a bibliometric approach (2024)Quantitative analysis of the …Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics (2021)Development of Modified SERVQ…A Review on Quality of Service and SERVQUAL Model (2020)A Review on Quality of Servic…Service quality and attitudinal loyalty: Consumers’ perception of two major telecommunication companies in Oman (2018)Service quality and attitudin…A NEW MODEL TO IMPROVE SERVICE QUALITY IN THE PROPERTY MANAGEMENT INDUSTRY (2018)A NEW MODEL TO IMPROVE SERVIC…Can peers’ ethical and transformational leadership improve coworkers’ service quality? A latent growth analysis (2016)Can peers’ ethical and transf…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Individual Swift Trust and Knowledge-Based Trust in Face-to-Face and Virtual Team Members (2009)User-centered E-Government in practice: A comprehensive model for measuring user satisfaction (2009)The Bright and Dark Sides of Technostress: A Mixed-Methods Study Involving Healthcare IT (2020)Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)Evolving to a New Dominant Logic for Marketing (2003)The Behavioral Consequences of Service Quality (1996)The theme park experience: An analysis of pleasure, arousal and satisfaction (2004)The impact of servicescape on quality perception (2005)Sustainable tourist behaviour – a discussion of opportunities for change (2007)Advances in Consumer Research (2025)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)E‐service quality: a model of virtual service quality dimensions (2003)The four levels of loyalty and the pivotal role of trust: a study of online service dynamics (2004)Understanding Attitudes and Predicting Social Behavior (1980)Advancing formative measurement models (2008)Determinants of customer repurchase intention in online shopping (2009)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)Corridors of Influence in the Dissemination of Customer-Oriented Strategy to Customer Contact Service Employees (2000)Value-Based Differentiation in Business Relationships: Gaining and Sustaining Key Supplier Status (2005)On the contingent value of dynamic capabilities for competitive advantage: The nonlinear moderating effect of environmental dynamism (2013)Bibliometrics: The Leiden Manifesto for research metrics (2015)The bibliometric analysis of scholarly production: How great is the impact? (2015)bibliometrix : An R-tool for comprehensive science mapping analysis (2017)A review of twenty years of SERVQUAL research (2009)Modelling perceived quality, visitor satisfaction and behavioural intentions at the destination level (2009)CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality (2010)
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
  • 2005An index to quantify an individual's scientific research output11,612 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 2000A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study1,407 cited
  • 2006Measuring Service Quality in E-Retailing1,056 cited
  • 2001Logistics Service Quality as a Segment-Customized Process1,008 cited
  • 2002Performance-only measurement of service quality: a replication and extension935 cited
  • 1999Customer response to intangible and tangible service factors564 cited
  • 2002Measuring Information System Service Quality: Servqual from the Other Side1520 cited
  • 2001An Evaluation of Cyber-Bookshops: The WebQual Method459 cited
  • 2005B2C e‐commerce web site quality: an empirical examination456 cited
  • 2003Passenger expectations and airline services: a Hong Kong based study442 cited
  • 2004An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry438 cited

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

  • 2008A causal and effect decision making model of service quality expectation using grey-fuzzy DEMATEL approach426 cited
  • 2002Measuring tourist satisfaction with Kenya's wildlife safari: a case study of Tsavo West National Park382 cited
  • Cited by

    • 2021Development of Modified SERVQUAL–MCDM Model for Quality Determination in Reverse Logistics51 cited
    • 2020A Review on Quality of Service and SERVQUAL Model48 cited
    • 2016Can peers’ ethical and transformational leadership improve coworkers’ service quality? A latent growth analysis48 cited
    • 2018Service quality and attitudinal loyalty: Consumers’ perception of two major telecommunication companies in Oman37 cited
    • 2018A NEW MODEL TO IMPROVE SERVICE QUALITY IN THE PROPERTY MANAGEMENT INDUSTRY22 cited
    • 2024Quantitative analysis of the publication trends in four decades of SERVQUAL research: a bibliometric approach8 cited
    • 2026Specialists’ Perspectives on Strategic Integration of Wine Tourism in Rural Romania: A Quality Management Approach Using SERVQUAL Dimensions0 cited