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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The interactive interface of service quality : A conceptual framework
TL;DR: A conceptual framework is described that addresses the interactive interface of service quality in service encounters and acknowledges thatservice encounters and service quality pertain not only to human interactions, but also involve interaction between individuals and self‐service technology.
An Assessment and Analysis of Customer Satisfaction with Service Delivery of Mobile Telecommunication Networks in Ghana
TL;DR: In this paper, a Master's thesis sought to assess and analyse customer satisfaction with service delivery of mobile telecommunication networks (MTNs) within Ghana, and the main problem of this study was whether cu...
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Effects of outsourced service providers’ experiences on perceived service quality: A signaling theory framework
Chien-Ta Ho,Chung-Lun Wei +1 more
TL;DR: The empirical findings validate the importance of dissemination and investment of past experiences for IS provider companies and give a cue of utilizing providers’ experiences to alleviate uncertainty when assessing IS service quality and purchasing outsourcing services for client companies.
Service Quality in Health Care Centres: An Empirical Study
TL;DR: The analysis revealed that the important service quality factors in health care centers are physician behaviour, supportive staff, atmospherics and operational performance.
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An Empirical Study on Assessing Trainees’ Expectations and Their Perceptions
TL;DR: In this article, the authors discussed the use of SERVQUAL model to measure the trainees' expectations and their perceptions towards various dimensions of the training, including personality, business, managerial skills and entrepreneurship.
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...