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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Modeling web-based library service quality
TL;DR: Key determinants were identified, and contributed to the development and empirical testing of a proposed conceptual model of service quality that encompasses environment, delivery, and outcome quality, which supports the notion that measurement of electronic-service quality is different from traditional services, though they may share some common factors.
Journal ArticleDOI
Business-to-Business Selling Determinants of Quality
TL;DR: In this paper, the authors investigate the underlying determinants for service quality for business-to-business service encounters in an industrial setting, and explore other salient variables germane to industrial settings not originally found in the SERVQUAL model.
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The lodging quality index: an independent assessment of validity and dimensions
TL;DR: In this article, the authors examined the reliability and validity of the lodging quality index (LQI) and assessed the relative importance of the five dimensions of the LQI in the Canadian hotel context.
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Understanding service quality
Anand Prakash,R.P. Mohanty +1 more
TL;DR: It is proposed that the current key focus for service academics should provide direction for planning, design and implementation framework to enhance the practical effectiveness of service quality.
Effects of Service Quality and Price Fairness on Student Satisfaction
TL;DR: In this paper, the authors examined the effect of students' perceived service quality and perceived price fairness on student satisfaction and found that various dimensions in perceived services quality and price fairness have positive impacts on student's satisfaction.
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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...