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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The Effect of Management Leadership Style on Marketing Orientation, Service Quality, and Financial Results: A Cross-Cultural Study
Jyh-Shen Chiou,Tung-Zong Chang +1 more
TL;DR: In this article, the impact of management leadership style on market orientation and collaboration between the management and the employees was investigated. And the authors conducted a cross-country comparison with managers in Taiwan and the United States.
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Examining the role of service climate in health care: An empirical study of emergency departments
TL;DR: In this article, the mediating role of service climate (SC) by exploring predictors of SC (i.e., service training, managerial practices, physical design, and job design) was examined.
Journal ArticleDOI
Service quality analysis: case study of a 3PL company
TL;DR: In this paper, a case study is carried out on a 3PL company and the results from SERVQUAL show that the customer values reliability such as documentation accuracy, picking accuracy and on-time delivery.
Posted Content
Improving the Service Quality as a Socially Responsible Activity of Hotel Companies
TL;DR: In this article, the results of the survey examining quality of service in spa hotels are interpreted and the results indicate negative SERVQUAL gap in total (-0.21) and the largest negative SERVQA gap was noted at the first determinant related to the tangible elements of service, which further points to conclusion that main problems in providing high-quality services in the spa hotel are inappropriate arrangement of facilities and equipment, time worn of facilities in general, lack of understanding of contemporary demand trends, unaccomplished process of hotel privatization, uniformity of tourism offer and lack of
Comparison of Web and Telephone Survey Response Rates in Saudi Arabia
Ali A. Al-Subaihi,Saudi Arabia +1 more
TL;DR: Official data shows that the reason that led the majority of Saudi people to choose not to interact with Web Survey similarly to the telephone interview is not technical due to the lack of Internet coverage, but rather cultural.
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...