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Rail commuter service quality in South Africa: results from a longitudinal study
16 references·0 citing·42 second hop
Rail commuter service quality in South Africa: results from a longitudinal study (2018)Rail commuter service quality in South Af…How to Measure Customer Satisfaction (2017)How to Measure Customer Satis…Car ownership perceptions and intentions amongst South African students (2017)Car ownership perceptions and…The Factors Affecting Customer Satisfaction and Customer Loyalty — A Study of Local Taxi Companies in Ho Chi Minh City, Vietnam (2016)The Factors Affecting Custome…Service Quality and Customer Satisfaction of Public Transport on Cape Coast-Accra Route, Ghana (2014)Service Quality and Customer …Public transport policy implementation in South Africa: Quo vadis? (2014)Public transport policy imple…Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation (2011)Measuring Commuters’ Percepti…Making the connections between transport disadvantage and the social exclusion of low income populations in the Tshwane Region of South Africa (2011)Making the connections betwee…Public transport service quality and sustainable development: a community stakeholder perspective (2009)Public transport service qual…A New Customer Satisfaction Index for Evaluating Transit Service Quality (2009)A New Customer Satisfaction I…Service Quality Attributes Affecting Customer Satisfaction for Bus Transit (2007)Service Quality Attributes Af…The evolution and future of national customer satisfaction index models (2001)The evolution and future of n…Perceived Relative Attractiveness Today and Tomorrow As Predictors of Future Repurchase Intention (1999)Perceived Relative Attractive…Measuring service quality in the public sector: The potential for SERVQUAL (1996)Measuring service quality in …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…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Transport and social exclusion in London (2000)Accessibility, mobility and transport-related social exclusion (2006)Transport and social exclusion: Where are we now? (2012)Travel choice reframed: “deep distribution” and gender in urban transport (2013)Identifying public transport gaps using time-dependent accessibility levels (2015)The equity impacts of bus rapid transit: A review of the evidence and implications for sustainable transport (2017)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A National Customer Satisfaction Barometer: The Swedish Experience (1992)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Valuing Transit Service Quality Improvements (2008)A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality (2011)Drivers of customer satisfaction with public transport services (2015)The Application of Electronic Computers to Factor Analysis (1960)Structural Equations with Latent Variables (1989)Structural Equations with Latent Variables. (1991)A methodology for evaluating transit service quality based on subjective and objective measures from the passenger’s point of view (2010)Perceived service quality in bus transit service: A structural equation approach (2013)Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches (2014)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market (2005)The Evolution of Loyalty Intentions (2006)Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions (2007)Cultures and Organizations: Software of the Mind. (1993)Service Quality and Customer Satisfaction in a Telecommunication Service Provider (2011)Quality of public transport service: an integrative review and research agenda (2017)The relationship between norms, satisfaction and public transport use: A comparison across six European cities using structural equation modelling (2019)A Stated Preference Experiment for Measuring Service Quality in Public Transport (2008)An ordinal logistic regression model for analysing airport passenger satisfaction (2009)Evaluating the service quality of airports in Thailand using fuzzy multi-criteria decision making method (2016)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)E-S-QUAL (2004)SERVQUAL AND MODEL OF SERVICE QUALITY GAPS: A FRAMEWORK FOR DETERMINING AND PRIORITIZING CRITICAL FACTORS IN DELIVERING QUALITY SERVICES (2003)SERVICE QUALITY IN THE PUBLIC SERVICE (2010)The Use of Importance-Performance Analysis (IPA) in Evaluating Japan’s E-government Services (2011)
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References

  • 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
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 2001The evolution and future of national customer satisfaction index models1,069 cited
  • 2007Service Quality Attributes Affecting Customer Satisfaction for Bus Transit608 cited
  • 2009A New Customer Satisfaction Index for Evaluating Transit Service Quality269 cited
  • 1996Measuring service quality in the public sector: The potential for SERVQUAL247 cited
  • 2011Making the connections between transport disadvantage and the social exclusion of low income populations in the Tshwane Region of South Africa240 cited
  • 2017How to Measure Customer Satisfaction203 cited
  • 2011Measuring Commuters’ Perception on Service Quality Using SERVQUAL in Public Transportation144 cited
  • 2009Public transport service quality and sustainable development: a community stakeholder perspective106 cited
  • 1999Perceived Relative Attractiveness Today and Tomorrow As Predictors of Future Repurchase Intention71 cited
  • 2016The Factors Affecting Customer Satisfaction and Customer Loyalty — A Study of Local Taxi Companies in Ho Chi Minh City, Vietnam69 cited
  • 2017Car ownership perceptions and intentions amongst South African students

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56 cited
  • 2014Service Quality and Customer Satisfaction of Public Transport on Cape Coast-Accra Route, Ghana51 cited
  • 2014Public transport policy implementation in South Africa: Quo vadis?34 cited
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