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Service Quality and Customer Satisfaction in the Cellular Telecommunication Service Provider in Malaysia
16 references·1 citing·30 second hop
Service Quality and Customer Satisfaction in the Cellular Telecommunication Service Provider in Malaysia (2013)Service Quality and Customer Satisfaction…Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions (2009)Service Quality and Student S…Determinants of customer‐perceived service quality: a confirmatory factor analysis approach (2002)Determinants of customer‐perc…Measuring service quality at yale university’s libraries (2000)Measuring service quality at …An examination of the relationship between service quality, customer satisfaction, and store loyalty (2000)An examination of the relatio…Linking student satisfaction and service quality perceptions: the case of university education (1997)Linking student satisfaction …Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Reassessment of Expectations …Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…Research methods for business: A skill building approach (1993)Research methods for business…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…Delivering quality service: balancing customer perceptions and expectations (1990)Delivering quality service: b…Delivering Quality Service (1990)Delivering Quality ServiceA Synthesised Service Quality Model with Managerial Implications (1990)A Synthesised Service Quality…A Gap Analysis of Professional Service Quality (1989)A Gap Analysis of Professiona…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…Measuring the Competitiveness Factors in Telecommunication Markets (2018)Measuring the Competitiveness…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)On the Evaluation of Structural Equation Models (1988)Quality, satisfaction and behavioral intentions (2000)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Developing Buyer-Seller Relationships (1987)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Servqual : a multiple-item scale for measuring customer perceptions of service quality (1986)Going to Extremes: Managing Service Encounters and Assessing Provider Performance (1995)SERVQUAL revisited: a critical review of service quality (1996)Performance-only measurement of service quality: a replication and extension (2002)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Corporate Social Responsibility, Customer Satisfaction, and Market Value (2006)A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research (2006)Consensus measurement in Delphi studies (2012)Predicting green product consumption using theory of planned behavior and reasoned action (2015)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)DEFINING QUALITY: ALTERNATIVES AND IMPLICATIONS (1994)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)Building and testing theories of decision making by travellers (2004)
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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
  • 1993Research methods for business: A skill building approach16,985 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1990Delivering quality service: balancing customer perceptions and expectations3,870 cited
  • 1994Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research3,313 cited
  • 1990Delivering Quality Service1,326 cited
  • 1989A Gap Analysis of Professional Service Quality1,123 cited
  • 2000An examination of the relationship between service quality, customer satisfaction, and store loyalty833 cited
  • 1997Linking student satisfaction and service quality perceptions: the case of university education619 cited
  • 2002Determinants of customer‐perceived service quality: a confirmatory factor analysis approach381 cited
  • 2009Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions

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335 cited
  • 1990A Synthesised Service Quality Model with Managerial Implications225 cited
  • 2000Measuring service quality at yale university’s libraries198 cited
  • Cited by

    • 2018Measuring the Competitiveness Factors in Telecommunication Markets27 cited