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
Citations
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Online service failure and propensity to suspend offline consumption
Niall Piercy,Chris Archer-Brown +1 more
TL;DR: In this paper, the authors investigated the influence of purchaser characteristics and purchase criticality on propensity to suspend consumption in a company's offline channels and made contributions to understanding cross-channel customer behavior and developing implications for future research as well as management practice.
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Relative Contributions of Product Quality and Service Quality in the Automobile Industry
TL;DR: In this article, the relationship between product quality and service quality on customer satisfaction and the intention to switch brands was investigated. But the relationship was not shown to be linear in the number of switch requests.
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An integrative approach to diagnosing service quality of public parks.
Teck-Yong Eng,Outi Niininen +1 more
TL;DR: In this article, an integrative approach to diagnosing service quality of public parks that comprises an assessment of performance outcomes and desires to obtain a more comprehensive understanding of service quality and visitor satisfaction as regards frequent users and low users.
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Investigating the Impact of SERVQUAL Dimensions on Customer Satisfaction: The Lessons Learnt from Serbian Travel Agencies
TL;DR: In this paper, the authors focused on Serbian travel agencies and researched the impact of the five individual SERVQUAL dimensions (reliability, responsiveness, empathy and tangibility) on travelers' satisfaction.
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Construction service quality and satisfaction for a targeted housing customer
TL;DR: In this paper, the impact of service quality on customer satisfaction during detached housing construction in Australia is investigated for a targeted customer, one whose expectations focus on "price and product" and not "service quality".
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...