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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Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education
Martin A. O'Neill,Adrian Palmer +1 more
TL;DR: While the paper supports the need to develop valid, reliable and replicable measures of service quality, it is suggested that educators must not lose sight of the original purpose for which these measures were designed, i.e. their practical value in informing continuous quality improvement efforts.
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Measuring Service Quality: Servqual vs. Servperf Scales:
Sanjay K. Jain,Garima Gupta +1 more
TL;DR: In this paper, the quality has been recognized as a strategic tool for attaining operational efficiency and improved business performance for both the goods and services sectors, but the probabilistic analysis of quality has not yet been explored.
Journal ArticleDOI
An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry
TL;DR: In this paper, much attention is paid to the measurement model of service quality in China's mobile communication market based on the well-known SERVQUAL model, but with reasonable modification on the basis of focus group discussions and expert opinions to reflect the specific industry attributes and the special culture of China.
Journal ArticleDOI
IT‐based services and service quality in consumer banking
TL;DR: In this article, the authors explored the impact of information technology (IT) on service quality in the consumer-banking sector and proposed a service quality model that links customer perceived IT-based service options to traditional service dimensions as measured by SERVQUAL in the context of customer perceived service quality and customer satisfaction.
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Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank
TL;DR: A case study of a pioneering nationwide implementation of SERVQUAL by a major UK high street bank between 1993 and 1997 at an annual cost of one million pounds is presented in this paper.
References
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Journal ArticleDOI
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...