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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A service quality and success model for the information service industry
TL;DR: In this article, the authors proposed and tested a model of library success that shows how information service quality relates to other variables associated with success, and found that service quality is an important factor in success.
Journal ArticleDOI
The Mediating Effect of Patient Satisfaction in the Patients' Perceptions of Healthcare Quality – Patient Trust Relationship
Laith Alrubaiee,Feras Alkaa'ida +1 more
TL;DR: Investigation of the relationship between patient perception of healthcare quality, patient satisfaction, and patient trust and the mediating effect of patient satisfaction finds that patient of private hospitals are more satisfied and feel more trust in healthcare service provider than public hospitals.
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Modelling bank customer satisfaction through mediation of attitudes towards human and automated banking
Luiz Moutinho,Anne M. Smith +1 more
TL;DR: In this article, a model which posits a crucial role for the evaluation of bank customers' attitudes towards both human tellers and automated banking in mediating the ease of banking factor/perceived satisfaction linkage is introduced.
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Bank service quality: comparing Canadian and Tunisian customer perceptions
TL;DR: In this article, the authors compared perceptions of bank service quality among Tunisian and Canadian customers, and determined which dimensions of service quality make the greatest contribution to overall customer satisfaction and loyalty.
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Investigating the effects of service quality dimensions and expertise on loyalty
Ahmad Jamal,Kyriaki Anastasiadou +1 more
TL;DR: In this article, the authors investigate the effects of individual dimensions of service quality in creating and enhancing customer loyalty via customer satisfaction and investigate the direct and indirect effects of customer expertise on customer loyalty.
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.
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...