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Service Quality Measurement in Information Systems
16 references·0 citing·39 second hopsampled
Service Quality Measurement in Information Systems (2021)Service Quality Measurement in Informatio…Sources of Method Bias in Social Science Research and Recommendations on How to Control It (2011)Sources of Method Bias in Soc…Addressing Common Method Variance: Guidelines for Survey Research on Information Technology, Operations, and Supply Chain Management (2011)Addressing Common Method Vari…E-S-QUAL (2004)E-S-QUALThe DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)The DeLone and McLean Model o…Quality and effectiveness in Web-based customer support systems (2002)Quality and effectiveness in …Assessing the unidimensionality of measurement: a paradigm and illustration within the context of information systems research (1997)Assessing the unidimensionali…A Reexamination of the Determinants of Consumer Satisfaction (1996)A Reexamination of the Determ…Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…Re-Examining Perceived Ease of Use and Usefulness: A Confirmatory Factor Analysis (1993)Re-Examining Perceived Ease o…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …An empirical assessment of the SERVQUAL scale (1992)An empirical assessment of th…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)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)Information Systems Success: The Quest for the Dependent Variable (1992)Understanding Information Technology Usage: A Test of Competing Models (1995)The balanced scorecard: Translating strategy into action (1997)Design science in information systems research (2004)Design Science in Information Systems Research1 (2004)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)A Paradigm for Developing Better Measures of Marketing Constructs (1979)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Understanding Customer Experience Throughout the Customer Journey (2016)Specification Tests in Econometrics (1978)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Alternative Ways of Assessing Model Fit (1992)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Understanding customers' repeat purchase intentions in B2C e‐commerce: the roles of utilitarian value, hedonic value and perceived risk (2012)An Updated and Streamlined Technology Readiness Index (2014)Structural Equations with Latent Variables (1989)Structural Equations with Latent Variables. (1991)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Common Method Bias in Marketing: Causes, Mechanisms, and Procedural Remedies (2012)Servant Leadership: A systematic review and call for future research (2018)Common Method Bias: It's Bad, It's Complex, It's Widespread, and It's Not Easy to Fix (2023)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Customer value: The next source for competitive advantage (1997)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 2011Sources of Method Bias in Social Science Research and Recommendations on How to Control It16,216 cited
  • 2003The DeLone and McLean Model of Information Systems Success: A Ten-Year Update12,745 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 2004E-S-QUAL3,962 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,718 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction3,441 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,328 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,677 cited
  • 1992An empirical assessment of the SERVQUAL scale2,134 cited
  • 1996A Reexamination of the Determinants of Consumer Satisfaction1,904 cited
  • 1993Re-Examining Perceived Ease of Use and Usefulness: A Confirmatory Factor Analysis1,525 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction1,292 cited
  • 1997Assessing the unidimensionality of measurement: a paradigm and illustration within the context of information systems research994 cited

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  • 2011Addressing Common Method Variance: Guidelines for Survey Research on Information Technology, Operations, and Supply Chain Management522 cited
  • 2002Quality and effectiveness in Web-based customer support systems508 cited
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