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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An exploration of relational customers' response to service failure
TL;DR: In this paper, the authors examined how customers with different relational bonds respond to the same service failure in particular, the framework to service failure and recovery devised by Fournier and Mick is applied.
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Synthesizing the effects of green experiential quality, green equity, green image and green experiential satisfaction on green switching intention
TL;DR: In this paper, a multi-dimensional model is used as a framework to synthesize the effects of green experiential quality, green equity, green image and green satisfaction on green switching intention of green hotel customers.
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Service quality measurement in a medical imaging department
TL;DR: Servqual is useful if knowledge of the pattern of expectation trends is important in managerial decision making, and the measurement of perception scores appears sufficient to assess service quality for ambulatory clients in a medical imaging department.
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Assessment of the psychometric properties of SERVQUAL in the Canadian banking industry
TL;DR: In this article, the authors investigated the psychometric properties of the SERVQUAL model in the Canadian banking industry and found that responsiveness and empathy are the most important dimensions of overall service quality.
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Untangling the tangibles: 'physical evidence' and customer satisfaction in local authority leisure centres
TL;DR: In this article, the authors report the development of a customer survey instrument for UK local authority leisure centres which was used to explore the contribution of the different service dimensions to customer satisfaction, concluding that tangible elements of the service were thought by customers to be the most important elements.
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...