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The effect of service quality and customer satisfaction on customer loyalty

16 references·16 citing·43 second hopsampled

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References

1999Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives108,592 cited
2003Common method biases in behavioral research: A critical review of the literature and recommended remedies.81,863 cited
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
1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence18,274 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1985An attributional theory of achievement motivation and emotion.7,833 cited
2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
1991Effects of Price, Brand, and Store Information on Buyers' Product Evaluations5,848 cited
1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
1997Customer value: The next source for competitive advantage4,662 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
2015Confirmatory factor analysis with ordinal data: Comparing robust maximum likelihood and diagonally weighted least squares3,022 cited

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1991

A Multistage Model of Customers' Assessments of Service Quality and Value

2,949 cited

2002Corporate reputation and sustained superior financial performance2,925 cited

1996The value concept and relationship marketing2,180 cited

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