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Service Quality and Customer Satisfaction: An Empirical Investigation in Indian Mobile Telecommunications Services
16 references·14 citing·29 second hop
Service Quality and Customer Satisfaction: An Empirical Investigation in Indian Mobile Telecommunications Services (2008)Service Quality and Customer Satisfaction…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…The partial least squares approach for structural equation modeling. (1998)The partial least squares app…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Services Marketing: Integrating Customer Focus Across the Firm (1996)Services Marketing: Integrati…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…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…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…The Impact of Quality Public Service Delivery on Customer Satisfaction in Bahir Dar City Administration: The Case of Ginbot 20 Sub-city (2019)The Impact of Quality Public …Are there study mode differences in perceptions of university education service quality? Evidence from Zambia (2019)Are there study mode differen…The influence of satisfaction on customer retention in mobile phone market (2017)The influence of satisfaction…The Effect of Perceived Risk on Repurchase Intention and Word – of – Mouth in the Mobile Telecommunication Market: A Case Study from Vietnam (2017)The Effect of Perceived Risk …Technology sourcing for website personalization and social media marketing: A study of e-retailing industry (2017)Technology sourcing for websi…Higher Education Quality and Student Satisfaction Nexus: Evidence from Zambia (2017)Higher Education Quality and …Development of a scale to measure the quality of mobile location-based services (2016)Development of a scale to mea…The Impact of Service Quality Dimensions on Customer Satisfaction: A Field Study of Arab Bank in Irbid City, Jordan (2015)The Impact of Service Quality…The Impact of Perceived Service Quality on Students’ Intentions in Higher Education in a Jordanian Governmental University (2015)The Impact of Perceived Servi…The Effects of Brand Image on Customer Satisfaction and Loyalty Intention in Retail Super Market Chain UK (2015)The Effects of Brand Image on…A data mining approach for segmentation-based importance-performance analysis (SOM–BPNN–IPA): a new framework for developing customer retention strategies (2013)A data mining approach for se…Customer Satisfaction in the Mobile Telecom Industry in Bahrain: Antecedents and Consequences (2012)Customer Satisfaction in the …A study of service quality in rural ICT renters of Iran by SERVQUAL (2012)A study of service quality in…The relationship between customer satisfaction and service quality : a study of three service sectors in Umeå (2011)The relationship between cust…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)Advertising as Information (1974)Breaking Free from Product Marketing (1977)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)A Service‐Orientated Approach to Marketing of Services (1978)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)User Acceptance of Information Technology: Toward A Unified View1 (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)
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
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1998The partial least squares approach for structural equation modeling.12,728 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 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
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response

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

3,249 cited
  • 1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
  • 1996Services Marketing: Integrating Customer Focus Across the Firm3,049 cited
  • Cited by

    • 2015The Effects of Brand Image on Customer Satisfaction and Loyalty Intention in Retail Super Market Chain UK85 cited
    • 2015The Impact of Service Quality Dimensions on Customer Satisfaction: A Field Study of Arab Bank in Irbid City, Jordan84 cited
    • 2017The influence of satisfaction on customer retention in mobile phone market83 cited
    • 2011The relationship between customer satisfaction and service quality : a study of three service sectors in Umeå72 cited
    • 2017Higher Education Quality and Student Satisfaction Nexus: Evidence from Zambia59 cited
    • 2017Technology sourcing for website personalization and social media marketing: A study of e-retailing industry56 cited
    • 2019The Impact of Quality Public Service Delivery on Customer Satisfaction in Bahir Dar City Administration: The Case of Ginbot 20 Sub-city53 cited
    • 2012Customer Satisfaction in the Mobile Telecom Industry in Bahrain: Antecedents and Consequences43 cited
    • 2013A data mining approach for segmentation-based importance-performance analysis (SOM–BPNN–IPA): a new framework for developing customer retention strategies37 cited
    • 2017The Effect of Perceived Risk on Repurchase Intention and Word – of – Mouth in the Mobile Telecommunication Market: A Case Study from Vietnam33 cited
    • 2012A study of service quality in rural ICT renters of Iran by SERVQUAL32 cited
    • 2015The Impact of Perceived Service Quality on Students’ Intentions in Higher Education in a Jordanian Governmental University30 cited
    • 2019Are there study mode differences in perceptions of university education service quality? Evidence from Zambia28 cited
    • 2016Development of a scale to measure the quality of mobile location-based services27 cited