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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New aspects of research into service encounters and service quality
TL;DR: In this paper, the authors provide a conceptual discussion of new aspects of research into service encounters and service quality, and argue that an extended penetration of service encounters, and an extended abstraction of the service quality construct, taken together, provide...
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Quality evaluation in on‐line service environments: an application of the importance‐performance measurement technique
TL;DR: In this paper, the authors investigate the conceptualisation and measurement of service quality in on-line service environments, and report the findings from an exploratory study of consumer perceptions of Service quality as they relate to an online library service in a prominent public sector university in Western Australia.
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Service quality measurement in the Chinese corporate banking market
Xin Guo,Angus Duff,Mario Hair +2 more
TL;DR: In this paper, a measurement instrument called Chinese Banking Service Quality (CBSQ) is proposed to capture service quality in the Chinese corporate banking market, which is a nested model consisting of two higher-order constructs (functional quality and technical quality) and four lower-order dimensions (i.e., reliability, human capital, technology and communication).
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Service Quality Evaluation at Events through Service Mapping
TL;DR: Results of participant observation at the 1998 Margaret River Masters surfing event in Western Australia are combined with concurrent visitor survey data and direct observations to generate recommendations for improving its management.
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Value Strategy Rather Than Quality Strategy
TL;DR: In this paper, the authors evaluate the respective effects of three strategic variables, namely quality, value, and satisfaction, on organizational customers' behavioral intention to buy professional services from engineering consultants.
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...