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Assessing administrative service quality in higher education: development of an attribute-based framework (HEADSQUAL) in a Brazilian University
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Assessing administrative service quality in higher education: development of an attribute-based framework (HEADSQUAL) in a Brazilian University (2019)Assessing administrative service quality …Evaluation of the factors that determine quality in higher education: an empirical study (2010)Evaluation of the factors tha…Como Elaborar Projetos de Pesquisa (2010)Como Elaborar Projetos de Pes…Comparing alternative instruments to measure service quality in higher education (2009)Comparing alternative instrum…A review of twenty years of SERVQUAL research (2009)A review of twenty years of S…The development of HEdPERF: a new measuring instrument of service quality for the higher education sector (2005)The development of HEdPERF: a…Service quality models: a review (2005)Service quality models: a rev…Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education (2004)Importance‐performance analys…Examination of the dimensions of quality in higher education (2004)Examination of the dimensions…Being Inconsistent About Consistency: When Coefficient Alpha Does and Doesn't Matter (2003)Being Inconsistent About Cons…Student Satisfaction: Towards an empirical deconstruction of the concept (2002)Student Satisfaction: Towards…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …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…Importance-Performance Analysis (1977)Importance-Performance Analys…Breaking Free from Product Marketing (1977)Breaking Free from Product Ma…Coefficient Alpha and the Internal Structure of Tests (1951)Coefficient Alpha and the Int…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)Construct validity in psychological tests. (1955)Development of a Rating Scale for Primary Depressive Illness (1967)Starting at the Beginning: An Introduction to Coefficient Alpha and Internal Consistency (2003)Quality criteria were proposed for measurement properties of health status questionnaires (2006)The COSMIN checklist for evaluating the methodological quality of studies on measurement properties: A clarification of its content (2010)Life-span development of self-esteem and its effects on important life outcomes. (2011)Advertising as Information (1974)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)Alternative measures of service quality: a review (2008)Developing e-service quality scales: A literature review (2010)Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future (2016)Measurement and prediction (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)An analysis of the e‐service literature: towards a research agenda (2006)What accounts for students' loyalty? Some field study evidence (2007)Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach (2018)Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Destination image analysis—a review of 142 papers from 1973 to 2000 (2002)Gain more insight from your PLS-SEM results (2016)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Testing for competence rather than for "intelligence." (1973)Assessment for Learning in Higher Education (2012)Fatores associados ao comportamento da população durante o isolamento social na pandemia de COVID-19 (2020)
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References

  • 1951Coefficient Alpha and the Internal Structure of Tests43,892 cited
  • 2010Como Elaborar Projetos de Pesquisa33,468 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
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1977Importance-Performance Analysis4,319 cited
  • 1977Breaking Free from Product Marketing2,056 cited
  • 2003Being Inconsistent About Consistency: When Coefficient Alpha Does and Doesn't Matter1,072 cited
  • 2005Service quality models: a review1,007 cited
  • 2009A review of twenty years of SERVQUAL research845 cited
  • 2005The development of HEdPERF: a new measuring instrument of service quality for the higher education sector605 cited
  • 2004Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education497 cited
  • 2002Student Satisfaction: Towards an empirical deconstruction of the concept415 cited
  • 2010Evaluation of the factors that determine quality in higher education: an empirical study410 cited
  • 2009Comparing alternative instruments to measure service quality in higher education

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338 cited
  • 2004Examination of the dimensions of quality in higher education308 cited
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