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Cited by

• 2015Customer satisfaction and loyalty in Malaysian Islamic banks:a PAKSERV investigation132 cited
• 2008Using the extension of DEMATEL to integrate hotel service quality perceptions into a cause–effect model in uncertainty111 cited
• 2011Bank Service Quality (BSQ) Index103 cited
• 1995Dissolution of a relationship: The salesforce perception103 cited
• 1995Improving the quality of services marketing: Service (Re) design is the critical link90 cited
• 2012Tourism Service Quality: A Dimension-specific Assessment of SERVQUAL *76 cited
• 2012Internal Marketing: An Antidote for Macau's Labor Shortage75 cited
• 2018Assessing the relationship between market orientation and business performance in the hotel industry – the mediating role of service quality73 cited
• 2011The Effects of Service and Consumer Product Knowledge on Online Customer Loyalty64 cited
• 1997An examination of the role of marketing culture in service quality60 cited
• 2017Impact of quality on estimations of hotel efficiency58 cited
• 1999UK bank‐corporate relationships: large corporates’ expectations of service56 cited
• 1997An Empirical Investigation into the Validity of SERVQUAL in the Public Sector53 cited
• 2009Measuring audit quality in an era of change