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Heterogeneous dimensions of SERVQUAL
16 references·6 citing·30 second hop
Heterogeneous dimensions of SERVQUAL (2018)Heterogeneous dimensions of SERVQUALSERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…A measure of service quality for retail stores: Scale development and validation (1996)A measure of service quality …Service Quality: A Measure of Information Systems Effectiveness (1995)Service Quality: A Measure of…Improving the measurement of service quality (1993)Improving the measurement of …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…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes (1991)A Longitudinal Analysis of th…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…A Gap Analysis of Professional Service Quality (1989)A Gap Analysis of Professiona…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…Modeling Consumer Satisfaction Processes Using Experience-Based Norms (1983)Modeling Consumer Satisfactio…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…Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance (1973)Consumer Dissatisfaction: The…Research on Users’ Willingness to Use the Urban Subway Wayfinding Signage System Based on the DeLone & McLean Model Theory: A Case Study of Wuxi Subway (2024)Research on Users’ Willingnes…Appraise the role of novelty-seeking on consumers’ satisfaction using online food delivery applications (2023)Appraise the role of novelty-…The Effect of Perceived Value on Consumers’ Repurchase Intention of Commercial Ice Stadium: The Mediating Role of Community Interactions (2022)The Effect of Perceived Value…Quality of Administrative Services in Higher Education (2022)Quality of Administrative Ser…LA CALIDAD DE SERVICIO EN LA ADMINISTRACIÓN PÚBLICA (2021)LA CALIDAD DE SERVICIO EN LA …Service Quality Expectations in the Fitness Center Context: A Validation of the Expectations Component of the SERVQUAL Scale in Greece (2020)Service Quality Expectations …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)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)Advertising as Information (1974)Breaking Free from Product Marketing (1977)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)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)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)Zero defections: quality comes to services. (1990)Customer satisfaction with services: putting perceived value into the equation (2000)Service loyalty (2002)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)Coefficient Alpha and the Internal Structure of Tests (1951)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)Validation Guidelines for IS Positivist Research (2004)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents (2001)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Service quality models: a review (2005)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
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1996A measure of service quality for retail stores: Scale development and validation1,921 cited
  • 1995Service Quality: A Measure of Information Systems Effectiveness1,765 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 1991A Longitudinal Analysis of the Impact of Service Changes on Customer Attitudes1,422 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction1,292 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 1989A Gap Analysis of Professional Service Quality1,123 cited
  • 1973Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance

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1,066 cited
  • 1983Modeling Consumer Satisfaction Processes Using Experience-Based Norms966 cited
  • Cited by

    • 2022The Effect of Perceived Value on Consumers’ Repurchase Intention of Commercial Ice Stadium: The Mediating Role of Community Interactions35 cited
    • 2020Service Quality Expectations in the Fitness Center Context: A Validation of the Expectations Component of the SERVQUAL Scale in Greece34 cited
    • 2023Appraise the role of novelty-seeking on consumers’ satisfaction using online food delivery applications32 cited
    • 2021LA CALIDAD DE SERVICIO EN LA ADMINISTRACIÓN PÚBLICA30 cited
    • 2022Quality of Administrative Services in Higher Education23 cited
    • 2024Research on Users’ Willingness to Use the Urban Subway Wayfinding Signage System Based on the DeLone & McLean Model Theory: A Case Study of Wuxi Subway9 cited