References

• 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
• 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
• 1977Importance-Performance Analysis4,319 cited
• 2010Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia256 cited
• 2015The Effect of Service and Food Quality on Customer Satisfaction and Hence Customer Retention169 cited
• 2007Identification of satisfaction attributes using competitive analysis of the improvement gap149 cited
• 2016Testing the effects of food quality, price fairness, and physical environment on customer satisfaction in fast food restaurant industry133 cited
• 2011Applying Importance-Performance Analysis as a Service Quality Measure in Food Service Industry98 cited
• 2015Customer Satisfaction, Product Quality and Performance of Companies91 cited
• 2012Examining the Product Quality Attributes That Influences Customer Satisfaction Most When the Price Was Discounted: A Case Study in Kuching Sarawak57 cited
• 2010An integrated approach of Kanos model and Importance-Performance Analysis in identifying key success factors46 cited
• 2013Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model45 cited
• 2012Impact of Product Quality, Service Quality and Contextual Experience on Customer Perceived Value and Future Buying Intentions