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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Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships
TL;DR: In this article, a double view of the concepts of customer satisfaction and attitudinal loyalty was explored, and it was shown that neither customer satisfaction nor attitudinal loyalties predict customer repurchase behavior.
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Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty
TL;DR: In this article, the authors examined the internet banking service quality and its implication on e-customer satisfaction and ecustomer loyalty and found that personal need, site organization, user friendliness, and efficiency of website are distinct constructs.
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Searching for excellence in business education: an exploratory study of customer impressions of service quality
Gaston LeBlanc,Nha Nguyen +1 more
TL;DR: In this article, the concept of service quality in business education with data collected from 388 students was examined and seven factors which influence student evaluations of service-quality were identified: reputation, administrative personnel, faculty, curriculum, responsiveness, physical evidence and access to facilities.
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A SERVQUAL and QFD approach to total quality education: A student perspective
TL;DR: In this article, a study conducted on students within selected educational institutions in India to obtain a student perspective of the quality of those institutions was applied to identify the gap between customer expectations and perceptions of the actual service received.
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An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking
Muslim Amin,Zaidi Isa +1 more
TL;DR: In this article, the authors examined the relationship between service quality perception and customers' satisfaction in Malaysian Islamic banking using the SEM approach and found that the proportion of Malaysian Muslims' awareness of the Islamic banking products and services were high compared to non-Muslim customers.
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...