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A critical review of alternative measures of telecommunications service quality
16 references·1 citing·39 second hop
A critical review of alternative measures of telecommunications service quality (2019)A critical review of alternative measures…The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective (2018)The impact of inertia and use…Examining the key dimensions of mobile banking service quality: an exploratory study (2016)Examining the key dimensions …Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model (2011)Assessing the effects of serv…Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece (2010)Investigating the impact of s…Developing e-service quality scales: A literature review (2010)Developing e-service quality …A multidimensional and hierarchical model of mobile service quality (2009)A multidimensional and hierar…Age differences in mobile service perceptions: comparison of Generation Y and baby boomers (2008)Age differences in mobile ser…Service quality and satisfaction: an international comparison of professional services perceptions (2007)Service quality and satisfact…The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services (2004)The effects of customer satis…An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry (2004)An Integrated Framework for S…E‐service quality: a model of virtual service quality dimensions (2003)E‐service quality: a model of…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…A Measure of Service Quality for Retail Stores: Scale Development and Validation (1995)A Measure of Service Quality …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…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…Intellectual capital and service quality within the mobile telecommunications sector of Egypt (2020)Intellectual capital and serv…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration (2008)The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services (2009)Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China (2009)Satisfaction: a behavioral perspective on the consumer (2010)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)A review of twenty years of SERVQUAL research (2009)eWOM effects on hotel booking intentions, attitudes, trust, and website perceptions (2015)Scale development: ten main limitations and recommendations to improve future research practices (2017)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Basics of qualitative research : techniques and procedures for developing grounded theory (1998)Customer perceptions of e‐service quality in online shopping (2005)Service quality models: a review (2005)The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors (2008)An Index of Factorial Simplicity (1974)Measuring Service Quality: A Reexamination and Extension (1992)Interrelations between Service Quality Attributes, Customer Satisfaction and Customer Loyalty in the Retail Banking Sector in Bangladesh (2011)Service quality, customer satisfaction and loyalty in automobile repair services sector (2015)Structural equation modeling in practice: A review and recommended two-step approach. (1988)How quality, value, image, and satisfaction create loyalty at a Chinese telecom (2008)Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty (2018)Zero defections: quality comes to services. (1990)Consumer perceived value: The development of a multiple item scale (2001)eTailQ: dimensionalizing, measuring and predicting etail quality (2003)A Service‐Orientated Approach to Marketing of Services (1978)Journal of Consumer Research (1984)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)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)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1984A Service Quality Model and its Marketing Implications6,682 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,625 cited
  • 1995A Measure of Service Quality for Retail Stores: Scale Development and Validation2,021 cited
  • 2003E‐service quality: a model of virtual service quality dimensions1,542 cited
  • 2004The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services979 cited
  • 2010Developing e-service quality scales: A literature review465 cited
  • 2010Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in Greece445 cited
  • 2004An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry443 cited
  • 2011Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model373 cited
  • 2008Age differences in mobile service perceptions: comparison of Generation Y and baby boomers331 cited
  • 2018The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective

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287 cited
  • 2016Examining the key dimensions of mobile banking service quality: an exploratory study195 cited
  • 2007Service quality and satisfaction: an international comparison of professional services perceptions192 cited
  • 2009A multidimensional and hierarchical model of mobile service quality186 cited
  • Cited by

    • 2020Intellectual capital and service quality within the mobile telecommunications sector of Egypt21 cited