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Assessment of employees’ perceptions of service quality and satisfaction with e-business

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 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
2003The DeLone and McLean Model of Information Systems Success: A Ten-Year Update11,772 cited
1992Measuring Service Quality: A Reexamination and Extension10,646 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
1985Application of confirmatory factor analysis to the study of self-concept: First- and higher order factor models and their invariance across groups.3,416 cited
2000Technology Readiness Index (Tri)3,320 cited
1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
1994SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality3,139 cited
1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
2002

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Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge

2,727 cited

1983Development of a Tool for Measuring and Analyzing Computer User Satisfaction2,543 cited

1988The Measurement of End-User Computing Satisfaction2,448 cited

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2012A Model to Measure E-Learning Systems Success13 cited