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The SERVQUAL instrument: Reliability and validity in South Africa
16 references·1 citing·31 second hop
The SERVQUAL instrument: Reliability and validity in South Africa (1997)The SERVQUAL instrument: Reliability and …The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…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…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…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…Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach (1989)Consumer Perceptions of Inter…Communication and Control Processes in the Delivery of Service Quality (1988)Communication and Control Pro…Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Assessing Advantage: A Framew…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Quality Is Free: The Art of Making Quality Certain (1979)Quality Is Free: The Art of M…A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Paradigm for Developing Bet…Coefficient Alpha and the Internal Structure of Tests (1951)Coefficient Alpha and the Int…Measuring business schools’ service quality in an emerging market using an extended SERVQUAL instrument (2016)Measuring business schools’ s…The critical incident technique. (1954)Handbook of Industrial and Organizational Psychology. (1977)The Effect of a Market Orientation on Business Profitability (1990)\nThe use of partial least squares path modeling in international marketing (2009)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)The Behavioral Consequences of Service Quality (1996)Social Behavior: Its Elementary Forms (1963)Social Indicators of Well-Being (1976)Whence Consumer Loyalty? (1999)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Advances in Consumer Research (2025)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Understanding Customer Experience Throughout the Customer Journey (2016)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer perceived value: The development of a multiple item scale (2001)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)The Theory of the Estimation of Test Reliability (1937)Measurement and prediction (1950)Theory of Mental Tests (1950)Intraclass correlations: Uses in assessing rater reliability. (1979)The Pittsburgh sleep quality index: A new instrument for psychiatric practice and research (1989)The theory of planned behavior (1991)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Market Orientation: Antecedents and Consequences (1993)
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References

  • 1951Coefficient Alpha and the Internal Structure of Tests45,148 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1979A Paradigm for Developing Better Measures of Marketing Constructs16,591 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,987 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,951 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,677 cited
  • 1988Assessing Advantage: A Framework for Diagnosing Competitive Superiority2,660 cited
  • 1979Quality Is Free: The Art of Making Quality Certain2,574 cited
  • 1992An empirical assessment of the SERVQUAL scale2,134 cited
  • 1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach

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2,084 cited
  • 1988Communication and Control Processes in the Delivery of Service Quality2,051 cited
  • Cited by

    • 2016Measuring business schools’ service quality in an emerging market using an extended SERVQUAL instrument16 cited