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An Empirical Investigation into the Validity of SERVQUAL in the Public Sector

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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
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1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
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1988Communication and Control Processes in the Delivery of Service Quality2,030 cited
1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
1961Total quality control1,547 cited
1993Improving the measurement of service quality1,197 cited
1993More on improving service quality measurement878 cited
1985Quality counts in services, too580 cited
1988The service-quality puzzle550 cited
1990

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A typology of consumer dissatisfaction response styles

444 cited

Cited by

2010Service Quality in Malaysian Public Service: Some Findings39 cited
2001Market Mavenship as an Influencer of Service Quality Evaluation35 cited
2010New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges30 cited
2015Construction and validation of a hybrid model to measure perceived public service quality (PSQ)25 cited
2012Prioritizing service attributes for quality up‐gradation of Indian railway stations23 cited
2007The impact of online SERVQUAL dimensions on certified accountant satisfaction21 cited
2011The effect of online service quality factors on internet usage20 cited
2009TOWARD UNDERSTANDING CONFLICTS BETWEEN CUSTOMERS AND EMPLOYEES’ PERCEPTIONS AND EXPECTATIONS: EVIDENCE OF IRANIAN BANK20 cited
2008Measuring success of electronic trading in the insurance industry: operationalising the disconfirmation of expectations paradigm11 cited