Journal ArticleDOI
An empirical assessment of the SERVQUAL scale
Emin Babakus,Gregory W. Boller +1 more
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In this paper, a review of the potential problems and the findings from an empirical study are presented in this article, suggesting that the dimensionality of service quality may depend on the type of services under study.About:
This article is published in Journal of Business Research.The article was published on 1992-05-01. It has received 2081 citations till now. The article focuses on the topics: SERVQUAL & Service quality.read more
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Customer Perception on Service Quality in Retail Banking in Developing Countries - A Case Study
TL;DR: In this article, the authors evaluated the service quality in retail banking in the developing countries in general, and Bangladesh in particular, based mainly on the primary data collected through scientifically developed questionnaire, which indicated that customers' perception has reached on highest in the Prompt and accuracy in transactions of the bank and lowest in the service of modern equipment and decor.
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An Audience-Centric Approach for Museums Sustainability
TL;DR: In this paper, the authors propose a visitor centric perspective that can support museums towards sustainability, defined as the possession of sufficient resources to maintain the existence of an organization, and achieve their goals in the future, ensuring a certain flow of visitors.
Journal ArticleDOI
Affect and cognition as predictors of behavioral intentions towards services
Anne M. Smith,Nina Reynolds +1 more
TL;DR: In this article, a self-completion survey of African (East/West), Chinese, and English higher education students includes service quality, satisfaction, affect (emotions/feelings), and behavioral intentions scales relating to retail banking.
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Hotel service quality in Hong Kong : An importance and performance analysis
Hailin Qu,Chau Yung Sit +1 more
TL;DR: In this article, Hong Kong hotel service quality levels were investigated to assist hoteliers in formulating customized strategies to enhance their ability to perform the promised service to visitors, and an importance and performance model was used to determine international visitors' overall satisfaction levels and their likelihood of returning to the same hotels.
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The impact of port service quality on customer satisfaction: The case of Singapore
TL;DR: In this paper, a conceptual model of port service quality and its influence on customer satisfaction is proposed, and a confirmatory factor analysis, followed by multiple regression is conducted to confirm the PSQ construct and examine the relationship between PSQ and customer satisfaction.
References
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Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell,David F. Larcker +1 more
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
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Structural equation modeling in practice: a review and recommended two-step approach
TL;DR: In this paper, the authors provide guidance for substantive researchers on the use of structural equation modeling in practice for theory testing and development, and present a comprehensive, two-step modeling approach that employs a series of nested models and sequential chi-square difference tests.
Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
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On the evaluation of structural equation models
Richard P. Bagozzi,Youjae Yi +1 more
TL;DR: In this article, structural equation models with latent variables are defined, critiqued, and illustrated, and an overall program for model evaluation is proposed based upon an interpretation of converging and diverging evidence.
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A Conceptual Model of Service Quality and Its Implications for Future Research
TL;DR: The attainment of quality in products and services has become a pivotal concern of the 1980s as discussed by the authors, while quality in tangible goods has been described and measured by marketers, quality in services is la...