Journal ArticleDOI
An empirical assessment of the SERVQUAL scale
Emin Babakus,Gregory W. Boller +1 more
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TLDR
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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A novel two-stage model for cloud service trustworthiness evaluation
Wenjuan Fan,Shanlin Yang,Jun Pei +2 more
TL;DR: From this hybrid two‐stage evaluation process, cloud service providers can get improvement suggestions from intermediate information derived from the gap measurement, which is the main advantage of this evaluation process.
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Assessing Service Quality: A Combination of SERVPERF and Importance-Performance Analysis
TL;DR: In this paper, the authors aimed to assess the service quality of the service firms and identify what dimensions they have to prioritize to attain the customer satisfaction, and the SERVPERF model was employed to achieve the first objective while importance-performance analysis was utilized for the second objective.
Journal Article
eTax Filing and Service Quality: The Case of the Revenue Online Service
Regina Connolly,Frank Bannister +1 more
TL;DR: In this paper, the authors describe an ongoing study into the quality of service provided by the Irish Revenue Commisioners' online tax filing and collection system, which has won several awards.
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Measuring the quality of logistic service as an element of the logistics provider offering
TL;DR: A new approach and model for measuring the service quality with the aim of creating an offering of logistic providers is presented and is capable of measuring logistic service quality during the phase of designing and creating the logistic offering.
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Effects of Job Standardization and Job Satisfaction on Service Quality
TL;DR: In this article, the authors developed and tested a model which examines the effects of job standardization and job satisfaction on service quality by using Turkish frontline employees in multiple service industries in Northern Cyprus as its setting.
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.
Journal ArticleDOI
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.
Journal ArticleDOI
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...