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 behavioral consequences of service quality: an empirical study in the Chinese retail pharmacy industry.
Yuwen Chen,Frank Q. Fu +1 more
TL;DR: The authors collected survey data from actual retail pharmacy customers in China and used the structural equation modeling approach to test the hypotheses, revealing six dimensions of service quality and the differential impact of these dimensions on customer satisfaction and behavioral intentions.
Service quality in Hong Kong : wet markets vs super markets
Ursula Bougoure,Bernard Lee +1 more
TL;DR: In this paper, a questionnaire was developed and distributed via a convenience sample to consumers in shopping malls in Causeway Bay, Mong Kok and Tsuen Wan to determine consumer perceptions of service quality in wet markets and supermarkets in Hong Kong.
Journal ArticleDOI
The development of NEdSERV: quantitative instrumentation to measure service quality in nurse education.
TL;DR: The methodological development of NEdSERV--quantitative instrumentation designed to measure and respond to ongoing stakeholder expectations and perceptions of delivered service quality within nurse education is described.
Journal ArticleDOI
Researching consumer satisfaction : An extension of Herzberg's motivator and hygiene factor theory
Jennifer Kim Lian Chan,Tom Baum +1 more
TL;DR: In this paper, the authors report the empirical findings of guest satisfaction by extending Herzberg's Motivator and Hygiene Factor Theory which involved 29 guests who stayed at ecolodges in Sabah, Malaysia.
Proceedings ArticleDOI
Quality evaluation of Web services
TL;DR: Wang et al. as discussed by the authors examined the Chinese websites of the alexa ranking and found that most firms use the marketing functions distributed evenly in service quality dimensions, creating online brand and community is the primary objective on Web service.
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...
Journal ArticleDOI
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...