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Diagnosis and improvement of service quality in the insurance industries of Greece and Kenya
16 references·1 citing·27 second hop
Diagnosis and improvement of service quality in the insurance industries of Greece and Kenya (2004)Diagnosis and improvement of service qual…A First Course in Factor Analysis (2013)A First Course in Factor Anal…More on improving service quality measurement (1993)More on improving service qua…Improving the measurement of service quality (1993)Improving the measurement of …Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Adapting the SERVQUAL scale to hospital services: an empirical investigation. (1992)Adapting the SERVQUAL scale t…Refinement and reassessment of the SERVQUAL scale. (1991)Refinement and reassessment o…Empirical research methods in operations management (1990)Empirical research methods in…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…Linking service quality, customer satisfaction, and behavioral intention. (1989)Linking service quality, cust…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Consumer Perceptions of Price…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A First Course in Factor Analysis 2nd Ed (1973)A First Course in Factor Anal…Coefficient Alpha and the Internal Structure of Tests (1951)Coefficient Alpha and the Int…Examining the influence of service reliability on customer satisfaction in the insurance industry in Kenya (2021)Examining the influence of se…Quality Is Free: The Art of Making Quality Certain (1979)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Evolving to a New Dominant Logic for Marketing (2003)Free Competition and the Optimal Amount of Fraud (1973)Advertising as Information (1974)An Investigation into the Determinants of Customer Satisfaction (1982)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)A Theory of the Allocation of Time (1965)The Effect of a Market Orientation on Business Profitability (1990)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Advances in Consumer Research (2025)The Theory of the Estimation of Test Reliability (1937)Measurement and prediction (1950)Theory of Mental Tests (1950)Intraclass correlations: Uses in assessing rater reliability. (1979)The Pittsburgh sleep quality index: A new instrument for psychiatric practice and research (1989)The theory of planned behavior (1991)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)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)Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation (1991)The MOS 36-Item Short-Form Health Survey (SF-36) (1993)Evaluating the use of exploratory factor analysis in psychological research. (1999)
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References

  • 1951Coefficient Alpha and the Internal Structure of Tests45,148 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research22,085 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence19,034 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,896 cited
  • 2013A First Course in Factor Analysis4,590 cited
  • 1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,871 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,655 cited
  • 1990Empirical research methods in operations management1,636 cited
  • 1973A First Course in Factor Analysis 2nd Ed1,367 cited
  • 1992Adapting the SERVQUAL scale to hospital services: an empirical investigation.1,236 cited
  • 1993Improving the measurement of service quality1,197 cited
  • 1989Linking service quality, customer satisfaction, and behavioral intention.

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935 cited
  • 1993More on improving service quality measurement921 cited
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    • 2021Examining the influence of service reliability on customer satisfaction in the insurance industry in Kenya13 cited