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Measuring customer satisfaction: A literature review
16 references·2 citing·34 second hop
Measuring customer satisfaction: A literature review (2015)Measuring customer satisfaction: A litera…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study (2000)A comprehensive framework for…Whence Consumer Loyalty? (1999)Whence Consumer Loyalty?Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction (1998)Are Nonfinancial Measures Lea…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Return on Quality (ROQ): Maki…Putting the Service-Profit Chain to Work (1994)Putting the Service-Profit Ch…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…A Critical review of consumer satisfaction (1989)A Critical review of consumer…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…Passenger satisfaction modeling in public bus transportation based on business model approach: Ten city case studies (2025)Passenger satisfaction modeli…Service Quality and Customer Satisfaction on WOM a Private Hospital in Indonesia (2021)Service Quality and Customer …Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Possessions and the Extended Self (1988)Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet? (2004)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Prospect theory: An analysis of decision under risk (1988)Marketing management: analysis. planning. implementation and control (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Prospect Theory: An Analysis of Decision under Risk (1979)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Quality, satisfaction and behavioral intentions (2000)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)\nThe use of partial least squares path modeling in international marketing (2009)The value concept and relationship marketing (1996)Understanding Relationship Marketing Outcomes (2002)A Strategic Framework for Customer Relationship Management (2005)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)
this work references cited by second hop

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
  • 1999Whence Consumer Loyalty?7,319 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1994Putting the Service-Profit Chain to Work3,732 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1992An empirical assessment of the SERVQUAL scale2,126 cited
  • 1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
  • 1998Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction1,609 cited

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  • 1989A Critical review of consumer satisfaction1,522 cited
  • 2000A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study1,407 cited
  • Cited by

    • 2021Service Quality and Customer Satisfaction on WOM a Private Hospital in Indonesia26 cited
    • 2025Passenger satisfaction modeling in public bus transportation based on business model approach: Ten city case studies3 cited