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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Are consumers with disabilities receiving the services they need
TL;DR: In this paper, a survey among people with disabilities reveals that retailers are rated lower on accessibility than on traditional service quality dimensions, and feelings of disability pride and social activism (mediated by a sense of exclusion) significantly affect ratings of accessibility.
Journal ArticleDOI
Defining service quality in tramp shipping: Conceptual model and empirical evidence
TL;DR: In this paper, the authors proposed a service quality model for tramp shipping based on six dimensions of Corporate Image, Customer Focus, Management, Outcomes, Personnel and Technical, and their associated attributes.
Journal ArticleDOI
Determinants of Quality Perception in Educational Administration: Potential Conflict between the Requirements of Internal and External Customers
R. L. Galloway,Katrina Wearn +1 more
TL;DR: In this paper, the authors report upon an attempt to measure perceived quality with two distinct customer groups within the context of a university faculty office, using a modified form of the SERVQUAL instrument, and some of the possibilities and limitations of the instrument used for such a purpose and within such a context are discussed.
Total Quality Management & Business Excellence
TL;DR: An empirical study of the Taiwan National Quality Award causal model was conducted by Chao-Ton Su, Shao-Chang Li, and Chin-Ho Su as discussed by the authors, who used the causal model to evaluate the performance of the Taiwanese National Quality Awards causal model.
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Hospital service quality measurement models: patients from Asia, Europe, Australia and America
TL;DR: The study reveals that the development of service quality measurement models should not only consider context-specific items such as size and location, but should also include the nationality and demographic of the patient population.
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.
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...