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Assessment of service quality and satisfaction from passengers perspective to inform bus operator decision making
16 references·0 citing·34 second hop
Assessment of service quality and satisfaction from passengers perspective to inform bus operator decision making (2013)Assessment of service quality and satisfa…Internet, Mail, and Mixed-Mode Surveys: The Tailored Design Method (2008)Internet, Mail, and Mixed-Mod…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Assessing the effects of qual…Introduction to Social Research: Quantitative and Qualitative Approaches (1998)Introduction to Social Resear…The Behavioral Consequences of Service Quality (1996)The Behavioral Consequences o…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (1994)Research Design: Qualitative,…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …The theory of planned behavior (1991)The theory of planned behaviorEvaluating 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…The Practice of Social Research (1989)The Practice of Social Resear…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Discrete Choice Analysis: Theory and Application to Travel Demand (1987)Discrete Choice Analysis: The…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)How destination image and evaluative factors affect behavioral intentions? (2006)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists (2009)Coefficient Alpha and the Internal Structure of Tests (1951)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Self-efficacy: Toward a unifying theory of behavioral change. (1977)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)User Acceptance of Information Technology: Toward A Unified View1 (2003)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)Using Mixed-Methods Sequential Explanatory Design: From Theory to Practice (2005)Case study research: design and methods (2011)Exploring the credibility of online celebrities' Instagram profiles in influencing the purchase decisions of young female users (2016)Experience-weighted Attraction Learning in Normal Form Games (1999)How the built environment affects physical activity (2002)UrbanSim: Modeling Urban Development for Land Use, Transportation, and Environmental Planning (2002)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding Customer Experience Throughout the Customer Journey (2016)Three Approaches to Qualitative Content Analysis (2005)Qualitative research: Methods in the social sciences (2006)Collecting and Interpreting Qualitative Materials (2012)
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References

  • 1991The theory of planned behavior90,729 cited
  • 1994Research Design: Qualitative, Quantitative, and Mixed Methods Approaches35,275 cited
  • 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
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1989The Practice of Social Research14,398 cited
  • 1996The Behavioral Consequences of Service Quality11,994 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments6,398 cited
  • 1987Discrete Choice Analysis: Theory and Application to Travel Demand5,665 cited
  • 2008Internet, Mail, and Mixed-Mode Surveys: The Tailored Design Method5,336 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1998Introduction to Social Research: Quantitative and Qualitative Approaches4,735 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited

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1990
Delivering quality service: balancing customer perceptions and expectations
3,870 cited
  • 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach3,537 cited
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