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
Citations
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Benefit Segmentation Using Service Quality Dimensions
TL;DR: In this article, the use of service quality, convenience, and competitiveness as a basis for benefit segmentation was investigated and two segments, a performance driven segment that in the retail bank sector is primarily interested in having the bank "get it right the first time" and a convenience driven segment wants location, were identified.
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Resource, service quality and performance triad: a framework for measuring efficiency of banking services
TL;DR: A theoretical framework for measuring the efficiency of banking services taking into account physical and human resources, service quality and performance is proposed here, thereby linking the marketing variables to the financial metrics.
Journal ArticleDOI
Zone‐of‐tolerance moderates the service quality‐outcome relationship
K. Yap,Jillian C. Sweeney +1 more
TL;DR: In this article, the authors aim to extend Zeithaml, Berry and Parasuraman's examination in 1996 of the relationship between service quality and behavioral intentions across the zone of tolerance (ZOT) by heeding Teas and DeCarlo's call in 2004 to examine the relationship for specific dimensions.
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Using the extension of DEMATEL to integrate hotel service quality perceptions into a cause-effect model in uncertainty
TL;DR: The proposed approach is an effective method for assessing the group perceptions, and it integrates the different perceptions into a compromised cause and effect model of hotel service quality in uncertainty.
Journal ArticleDOI
Relationships and individuals' bank switching behavior
TL;DR: In this article, the authors examined the role of relationships between individuals and their banks in determining bank switching behavior and found that the variables measuring the various dimensions of a relationship significantly lower an individual's propensity to switch banks.
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...