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Cited by

• 2018Service quality, customer satisfaction, and loyalty in the banking sector118 cited
• 2011Service Quality and Students’ Satisfaction at Higher Learning Institutions: The Competing Dimensions of Malaysian Universities’ Competitiveness111 cited
• 2019A pragmatic model of student satisfaction: a viewpoint of private higher education94 cited
• 2013SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research64 cited
• 2006Comparing Quality Management Practices between the United States and Mexico55 cited
• 2009AN EMPIRICAL STUDY OF BEHAVIOURAL INTENTIONS IN THE TAIWAN HOTEL INDUSTRY50 cited
• 2023The Effect of Sustainable Human Resource Management Practices on Customer Satisfaction, Service Quality, and Institutional Performance in Hotel Businesses46 cited
• 2007Organisational culture of customer care: market orientation and service quality42 cited
• 2018A SERVQUAL approach to identifying the influences of service quality on leasing market segment in the German financial sector37 cited
• 2020Direct or indirect effects from “perceived characteristic of innovation” to “intention to pay”: mediation of continuance intention to use e-learning34 cited
• 2009The Impact of Quality on Satisfaction, Revenue, and Cost as Perceived by Providers of Higher Education30 cited
• 2018Assessment of service quality using text mining – evidence from private sector banks in India29 cited