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• 2004Determining Attribute Importance in a Service Satisfaction Model224 cited
• 2010An analysis of customer satisfaction in a higher education context176 cited
• 2007Development of a customer satisfaction evaluation model for construction project management133 cited
• 2008The measurement of the construct satisfaction in higher education131 cited
• 2007Back From the Brink: Why Customers Stay112 cited
• 2017Hotel property performance: The role of strategic management accounting106 cited
• 2011The measurement of perceived value in higher education: a unidimensional approach86 cited
• 2020Hotels’ sustainability practices and guests’ familiarity, attitudes and behaviours85 cited
• 2004Service quality measurements in ports of a developing economy: Nigerian ports survey76 cited
• 2014Determinants of Customer Satisfaction of Service Quality: City Bus Service in Kota Kinabalu, Malaysia71 cited
• 2005SERVQUAL x SERVPERF: comparação entre instrumentos para avaliação da qualidade de serviços internos62 cited
• 2012Using a Satisfaction Index to Compare Students’ Satisfaction During and After Higher Education Service Consumption59 cited
• 2002Service quality: gaps in the Malaysian telemarketing industry56 cited
• 2003