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An empirical analysis of service quality factors pertaining to ocean freight forwarding services
16 references·1 citing·39 second hop
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2011Making sense of Cronbach's alpha16,377 cited
  • 1974An Index of Factorial Simplicity15,382 cited
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  • 1994Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice852 cited
  • 1992Cognitive Moral Development and Marketing

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729 cited
  • 1994A Customer Satisfaction Research Prospectus496 cited
  • Cited by

    • 2021Analysis of customer satisfaction in freight forwarder industry using Servqual, IPA and FMEA methods13 cited