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An Integrated Fuzzy Weighted SERVQUAL - QFD Approach for Service Quality Improvement
14 references·1 citing·45 second hop
An Integrated Fuzzy Weighted SERVQUAL - QFD Approach for Service Quality Improvement (2014)An Integrated Fuzzy Weighted SERVQUAL - Q…A fuzzy ServQual based method for reliable measurements of education quality in Italian higher education area (2013)A fuzzy ServQual based method…Technical importance ratings in fuzzy QFD by integrating fuzzy normalization and fuzzy weighted average (2011)Technical importance ratings …Measuring service quality and a comparative analysis in the passenger carriage of airline industry (2011)Measuring service quality and…Service quality dimensions of hybrid services (2010)Service quality dimensions of…Developing e-service quality scales: A literature review (2010)Developing e-service quality …An evaluation of airline service quality using the fuzzy weighted SERVQUAL method (2010)An evaluation of airline serv…An integrated information system for product design planning (2007)An integrated information sys…A comparison of Magal's service quality instrument with SERVPERF (2006)A comparison of Magal's servi…Service quality models: a review (2005)Service quality models: a rev…Attitudes to service quality – the expectation gap (2003)Attitudes to service quality …Integrating SERVQUAL and Kano’s model into QFD for service excellence development (2001)Integrating SERVQUAL and Kano…An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions (1994)An assessment of the relation…Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria (1994)Alternative scales for measur…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…New approach based on proximity/remoteness measurement for customer classification (2020)New approach based on proximi…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Capabilities, business processes, and competitive advantage: choosing the dependent variable in empirical tests of the resource‐based view (2003)The Predictive Validity of Multiple-Item versus Single-Item Measures of the Same Constructs (2007)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry (2011)Engaging consumers online through websites and social media: A gender study of Italian Generation Y clothing consumers (2015)eWOM effects on hotel booking intentions, attitudes, trust, and website perceptions (2015)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)The C-OAR-SE procedure for scale development in marketing (2002)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Measuring Service Quality: A Reexamination and Extension (1992)An analysis of the e‐service literature: towards a research agenda (2006)What accounts for students' loyalty? Some field study evidence (2007)Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach (2018)Fuzzy sets (1965)Fuzzy sets (1996)Fuzzy VIKOR method: A case study of the hospital service evaluation in Taiwan (2014)A Hybrid Method for Pythagorean Fuzzy Multiple-Criteria Decision Making (2015)Quality assessment of airline baggage handling systems using SERVQUAL and BWM (2017)The Behavioral Consequences of Service Quality (1996)A new type-2 fuzzy set of linguistic variables for the fuzzy analytic hierarchy process (2013)Fuzzy ServPerf model combined with ELECTRE III to comparatively evaluate service quality of international airports in Sicily (2014)A Fuzzy SERVQUAL Based Method for Evaluated of Service Quality in the Hotel Industry (2015)Refinement and reassessment of the SERVQUAL scale. (1991)Segmenting service “complainers” and “non‐complainers” on the basis of consumer characteristics (2006)FM‐SERVQUAL: a new approach of service quality measurement framework in local authorities (2008)Determinants of Guest Experience in Airbnb: A Topic Modeling Approach Using LDA (2020)Attractive Quality and Must-Be Quality (1984)TOURIST SATISFACTION AND DISSATISFACTION (2009)A critical review of techniques for classifying quality attributes in the Kano model (2011)The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country (2021)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)A multi-criteria assessment of tourist farm service quality (2008)Is there really an Asian connection? Professional service quality perceptions and customer satisfaction (2008)Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience (2023)
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References

  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 1994An assessment of the relationship between service quality and customer satisfaction in the formation of consumers' purchase intentions1,984 cited
  • 1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
  • 2005Service quality models: a review1,007 cited
  • 2010Developing e-service quality scales: A literature review414 cited
  • 2001Integrating SERVQUAL and Kano’s model into QFD for service excellence development385 cited
  • 2010An evaluation of airline service quality using the fuzzy weighted SERVQUAL method293 cited
  • 2013A fuzzy ServQual based method for reliable measurements of education quality in Italian higher education area137 cited
  • 2003Attitudes to service quality – the expectation gap134 cited
  • 2006A comparison of Magal's service quality instrument with SERVPERF119 cited
  • 2010Service quality dimensions of hybrid services113 cited
  • 2007An integrated information system for product design planning59 cited
  • 2011Measuring service quality and a comparative analysis in the passenger carriage of airline industry59 cited
  • 2011Technical importance ratings in fuzzy QFD by integrating fuzzy normalization and fuzzy weighted average

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  • 2020New approach based on proximity/remoteness measurement for customer classification14 cited