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Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies
16 references·10 citing·34 second hop
Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies (2017)Public service quality evaluation with SE…The Analytic Hierarchy Process (2011)The Analytic Hierarchy ProcessRevisiting the Motivational Bases of Public Service: Twenty Years of Research and an Agenda for the Future (2010)Revisiting the Motivational B…A performance evaluation model by integrating fuzzy AHP and fuzzy TOPSIS methods (2010)A performance evaluation mode…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…How to Make a Decision: The Analytic Hierarchy Process (1994)How to Make a Decision: The A…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY (1988)SERVICE QUALITY: THE SIX CRIT…The analytic hierarchy process—what it is and how it is used (1987)The analytic hierarchy proces…Norm theory: Comparing reality to its alternatives. (1986)Norm theory: Comparing realit…The Analytic Hierarchy Process (1985)The Analytic Hierarchy ProcessA Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…The effect of records management on the effectiveness of human resource performance in public services (2025)The effect of records managem…Assessment of Service Quality and Trust of E-Public Transportation in Doha Qatar (2025)Assessment of Service Quality…Mediation Effect of Technology Adaptation Capabilities Between the Relationship of Service Quality Attributes and Customer Satisfaction: An Investigation on Young Customers Perceptions Toward E-Commerce in China (2023)Mediation Effect of Technolog…Determining tricycle service quality and satisfaction in the Philippine urban areas: A SERVQUAL approach (2023)Determining tricycle service …Changes in service quality of sharing accommodation: Evidence from airbnb (2022)Changes in service quality of…LA CALIDAD DE SERVICIO EN LA ADMINISTRACIÓN PÚBLICA (2021)LA CALIDAD DE SERVICIO EN LA …Evaluating the transformation of China's resource-based cities: An integrated sequential weight and TOPSIS approach (2021)Evaluating the transformation…Assessing quality of air transport service: a comparative analysis of two evaluation models (2020)Assessing quality of air tran…A Fuzzy ANP-QFD Methodology for Determining Stakeholders in Product-Service Systems Development from Ecosystem Perspective (2020)A Fuzzy ANP-QFD Methodology f…Hospital site selection with distance-based multi-criteria decision-making methods (2019)Hospital site selection with …Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)A measure of service quality for retail stores: Scale development and validation (1996)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)An Inventory for Measuring Depression (1961)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Prospect Theory: An Analysis of Decision under Risk (1979)A Continuum of Impression Formation, from Category-Based to Individuating Processes: Influences of Information and Motivation on Attention and Interpretation (1990)Well-being : the foundations of hedonic psychology (1999)Core affect and the psychological construction of emotion. (2003)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)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)A scaling method for priorities in hierarchical structures (1977)Applications of the extent analysis method on fuzzy AHP (1996)Analytic hierarchy process: An overview of applications (2004)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Handbook on Constructing Composite Indicators (2005)Tools for Composite Indicators Building (2005)Handbook on Constructing Composite Indicators: Methodology and User Guide (2008)The Analytic Hierarchy Process—An Exposition (2001)Decision making — the Analytic Hierarchy and Network Processes (AHP/ANP) (2004)Destination Competitiveness: An Analysis of Determinant Attributes (2010)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)
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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
  • 1985The Analytic Hierarchy Process15,357 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1987The analytic hierarchy process—what it is and how it is used5,375 cited
  • 1986Norm theory: Comparing reality to its alternatives.3,027 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1994How to Make a Decision: The Analytic Hierarchy Process2,189 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 2011The Analytic Hierarchy Process1,328 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction1,292 cited
  • 2010Revisiting the Motivational Bases of Public Service: Twenty Years of Research and an Agenda for the Future984 cited
  • 1988SERVICE QUALITY: THE SIX CRITERIA OF GOOD PERCEIVED SERVICE QUALITY

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852 cited
  • 2010A performance evaluation model by integrating fuzzy AHP and fuzzy TOPSIS methods816 cited
  • Cited by

    • 2019Hospital site selection with distance-based multi-criteria decision-making methods91 cited
    • 2021Evaluating the transformation of China's resource-based cities: An integrated sequential weight and TOPSIS approach56 cited
    • 2023Mediation Effect of Technology Adaptation Capabilities Between the Relationship of Service Quality Attributes and Customer Satisfaction: An Investigation on Young Customers Perceptions Toward E-Commerce in China43 cited
    • 2020Assessing quality of air transport service: a comparative analysis of two evaluation models38 cited
    • 2023Determining tricycle service quality and satisfaction in the Philippine urban areas: A SERVQUAL approach30 cited
    • 2021LA CALIDAD DE SERVICIO EN LA ADMINISTRACIÓN PÚBLICA30 cited
    • 2022Changes in service quality of sharing accommodation: Evidence from airbnb21 cited
    • 2020A Fuzzy ANP-QFD Methodology for Determining Stakeholders in Product-Service Systems Development from Ecosystem Perspective19 cited
    • 2025Assessment of Service Quality and Trust of E-Public Transportation in Doha Qatar9 cited
    • 2025The effect of records management on the effectiveness of human resource performance in public services1 cited