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An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement
16 references·7 citing·39 second hop
An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement (2019)An innovative and integrated approach bas…A New Model for Determining Weight Coefficients of Criteria in MCDM Models: Full Consistency Method (FUCOM) (2018)A New Model for Determining W…Best-worst multi-criteria decision-making method (2014)Best-worst multi-criteria dec…A review of twenty years of SERVQUAL research (2009)A review of twenty years of S…Alternative measures of service quality: a review (2008)Alternative measures of servi…Statistical process control as a tool for research and healthcare improvement (2003)Statistical process control a…Quality function deployment: A literature review (2002)Quality function deployment: …Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Integrating Kano's model in the planning matrix of quality function deployment (2000)Integrating Kano's model in t…SERVQUAL: review, critique, research agenda (1996)SERVQUAL: review, critique, r…SERVQUAL revisited: a critical review of service quality (1996)SERVQUAL revisited: a critica…Improving the measurement of service quality (1993)Improving the measurement of …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Cognitive Moral Development and Marketing (1992)Cognitive Moral Development a…Adapting the SERVQUAL scale to hospital services: an empirical investigation. (1992)Adapting the SERVQUAL scale t…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Enhancing Hospital Services: Achieving High Quality Under Resource Constraints (2025)Enhancing Hospital Services: …An integrated QFD and FMEA method under the co-opetitional relationship for product upgrading (2024)An integrated QFD and FMEA me…A scenario-driven sustainable product and service system design for elderly nursing based on QFD (2024)A scenario-driven sustainable…Proposal of a facilitating methodology for fuzzy FMEA implementation with application in process risk analysis in the aeronautical sector (2023)Proposal of a facilitating me…A Fuzzy Three-Dimensional House of Quality to Integrate and Coordinate Departments’ Activities in Organizations (2023)A Fuzzy Three-Dimensional Hou…Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in healthcare (2021)Evaluation of service quality…Implementing healthcare service quality enhancement using a cloud-support QFD model integrated with TODIM method and linguistic distribution assessments (2020)Implementing healthcare servi…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Judgment under Uncertainty: Heuristics and Biases (1974)Judgment under Uncertainty: Heuristics and Biases (1975)A scaling method for priorities in hierarchical structures (1977)Best-worst multi-criteria decision-making method: Some properties and a linear model (2015)Fuzzy best-worst multi-criteria decision-making method and its applications (2017)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)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)The House of Quality (1988)Quality Function Deployment : Integrating Customer Requirements into Product Design (1990)The Voice of the Customer (1993)A systematic approach to quality function deployment with a full illustrative example (2004)Customer involvement in new product development (2005)Review, analysis and classification of the literature on QFD—Types of research, difficulties and benefits (2008)Economic Control of Quality of Manufactured Product. (1932)Out of the Crisis (1982)Introduction to Statistical Quality Control (1992)The Use of Control Charts in Health-Care and Public-Health Surveillance (2006)Application of statistical process control in healthcare improvement: systematic review (2007)The run chart: a simple analytical tool for learning from variation in healthcare processes (2011)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)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)Logistics Service Quality as a Segment-Customized Process (2001)Measuring Service Quality in E-Retailing (2006)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)E-S-QUAL (2004)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Return on Quality (ROQ): Making Service Quality Financially Accountable (1995)Service quality, customer satisfaction, and customer value: A holistic perspective (1999)
this work references cited by second hop

References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 2014Best-worst multi-criteria decision-making method4,366 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
  • 1996SERVQUAL: review, critique, research agenda1,741 cited
  • 1992Adapting the SERVQUAL scale to hospital services: an empirical investigation.1,236 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 2002Quality function deployment: A literature review1,092 cited
  • 2003Statistical process control as a tool for research and healthcare improvement1,052 cited
  • 1996SERVQUAL revisited: a critical review of service quality1,032 cited
  • 2018A New Model for Determining Weight Coefficients of Criteria in MCDM Models: Full Consistency Method (FUCOM)867 cited
  • 2009A review of twenty years of SERVQUAL research845 cited
  • 1992Cognitive Moral Development and Marketing729 cited
  • 2008Alternative measures of service quality: a review

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406 cited
  • 2000Integrating Kano's model in the planning matrix of quality function deployment356 cited
  • Cited by

    • 2020Implementing healthcare service quality enhancement using a cloud-support QFD model integrated with TODIM method and linguistic distribution assessments51 cited
    • 2023Proposal of a facilitating methodology for fuzzy FMEA implementation with application in process risk analysis in the aeronautical sector40 cited
    • 2024An integrated QFD and FMEA method under the co-opetitional relationship for product upgrading29 cited
    • 2024A scenario-driven sustainable product and service system design for elderly nursing based on QFD27 cited
    • 2021Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in healthcare19 cited
    • 2023A Fuzzy Three-Dimensional House of Quality to Integrate and Coordinate Departments’ Activities in Organizations8 cited
    • 2025Enhancing Hospital Services: Achieving High Quality Under Resource Constraints6 cited