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An empirical assessment of the SERVQUAL scale

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  1. Ting-Chung Huang & Chien-Ta Ho, 2023. "Are Customers Always Right? The Importance of Sincerity and Keenness in Creating Retail Sustainable Development," Sustainability, MDPI, vol. 15(6), pages 1-14, March.
  2. Mushtaq A Bhat, 2005. "Service Quality Perceptions in Banks: A Comparative Analysis," Vision, , vol. 9(1), pages 11-20, January.
  3. Omkumar Krishnan & Suchit Rout & Lubna Nafees, 2013. "Customer Perception Of B2b Service Quality And Its Relationship To Company Image: The Case Of A Global High Technology Solutions Company," Working papers 131, Indian Institute of Management Kozhikode.
  4. Laura Di Pietro & Roberta Guglielmetti Mugion & Maria Francesca Renzi & Martina Toni, 2014. "An Audience-Centric Approach for Museums Sustainability," Sustainability, MDPI, vol. 6(9), pages 1-18, August.
  5. Bharati, Pratyush & Berg, Daniel, 2005. "Service quality from the other side: Information systems management at Duquesne Light," International Journal of Information Management, Elsevier, vol. 25(4), pages 367-380.
  6. Suzana Markovic & Jelena Kljaic Šebrek, 2020. "Service Quality Measurement in Rural Tourism: Application of RURALQUAL Model," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 13(2), pages 215-227.
  7. Myriam Bellaouaied & Abdelkader Gam, 2011. "Internal marketing as a new alternative for the service employees' performance: an empirical study," Post-Print halshs-00706050, HAL.
  8. Glunk, U. & Heijltjes, M.G., 2003. "Changes in the top management team: performance implications of altering team composition," Research Memorandum 050, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
  9. Moriuchi, Emi & Takahashi, Ikuo, 2022. "The role of perceived value, trust and engagement in the C2C online secondary marketplace," Journal of Business Research, Elsevier, vol. 148(C), pages 76-88.
  10. Marija Martinovic & Ivana Pavlic & Meri Suman Tolic, 2017. "Measurement Of Local Public Services’ Quality Using Servqual: The Case Of Dubrovnik," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 26(2), pages 593-610, december.
  11. Lapierre, Jozee & Filiatrault, Pierre & Chebat, Jean-Charles, 1999. "Value Strategy Rather Than Quality Strategy: A Case of Business-to-Business Professional Services," Journal of Business Research, Elsevier, vol. 45(2), pages 235-246, June.
  12. Ocampo, Lanndon & Alinsub, Jovir & Casul, Ruselle Anne & Enquig, Germellie & Luar, Mitzi & Panuncillon, Noche & Bongo, Miriam & Ocampo, Christine Omela, 2019. "Public service quality evaluation with SERVQUAL and AHP-TOPSIS: A case of Philippine government agencies," Socio-Economic Planning Sciences, Elsevier, vol. 68(C).
  13. Qin, Hong & Prybutok, Victor R., 2013. "A quantitative model for patient behavioral decisions in the urgent care industry," Socio-Economic Planning Sciences, Elsevier, vol. 47(1), pages 50-64.
  14. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
  15. Athanassopoulos, Antreas D., 2000. "Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior," Journal of Business Research, Elsevier, vol. 47(3), pages 191-207, March.
  16. Diallo, Mbaye Fall & Seck, Anne Marianne, 2018. "How store service quality affects attitude toward store brands in emerging countries: Effects of brand cues and the cultural context," Journal of Business Research, Elsevier, vol. 86(C), pages 311-320.
  17. Lai, Fujun & Griffin, Mitch & Babin, Barry J., 2009. "How quality, value, image, and satisfaction create loyalty at a Chinese telecom," Journal of Business Research, Elsevier, vol. 62(10), pages 980-986, October.
  18. Ayat Zaki Ahmed & Manuel Rodríguez-Díaz, 2020. "Analyzing the Online Reputation and Positioning of Airlines," Sustainability, MDPI, vol. 12(3), pages 1-27, February.
  19. Sung-Bum Kim & Dae-Young Kim, 2017. "Antecedents of Corporate Reputation in the Hotel Industry: The Moderating Role of Transparency," Sustainability, MDPI, vol. 9(6), pages 1-15, June.
  20. Nugroho, Adi, 2021. "Study of Airport Service Quality and Profitability in Indonesia," OSF Preprints ah2ns, Center for Open Science.
  21. Yonggui Wang & Hing-Po Lo & Yongheng Yang, 2004. "An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry," Information Systems Frontiers, Springer, vol. 6(4), pages 325-340, December.
  22. Akinci, Serkan & Atilgan-Inan, Eda & Aksoy, Safak, 2010. "Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting," Journal of Business Research, Elsevier, vol. 63(3), pages 232-240, March.
  23. Prabha Ramseook-Munhurrun, 2012. "Perceived Service Quality In Restaurant Services: Evidence From Mauritius," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 5(3), pages 1-14.
  24. Mensah, C, 2013. "Residents’ Satisfaction and Behavioural Intention with Asogli Yam Festival in Ghana," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 3(3), pages 682-702, March.
  25. Smith, Anne M., 1999. "Some Problems When Adopting Churchill's Paradigm for the Development of Service Quality Measurement Scales," Journal of Business Research, Elsevier, vol. 46(2), pages 109-120, October.
  26. Babic-Hodovic Vesna & Arslanagic-Kalajdzic Maja & Imsirpasic Amina, 2017. "Perceived Quality and Corporate Image in Mobile Services: The Role of Technical and Functional Quality," South East European Journal of Economics and Business, Sciendo, vol. 12(1), pages 114-125, April.
  27. Yeonjoo Lee & Sunmee Choi & Joy M. Field, 2020. "Development and validation of the pick-up service quality scale of the buy-online-pick-up-in-store service," Operations Management Research, Springer, vol. 13(3), pages 218-232, December.
  28. Yasin Galip Gencer & Ulas Akkucuk, 2017. "Measuring Quality in Automobile Aftersales: AutoSERVQUAL Scale," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 19(44), pages 110-110, February.
  29. Kim, Junic, 2021. "Platform quality factors influencing content providers’ loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  30. Landrum, Hollis & Prybutok, Victor R., 2004. "A service quality and success model for the information service industry," European Journal of Operational Research, Elsevier, vol. 156(3), pages 628-642, August.
  31. Andreas C. Soteriou & Richard B. Chase, 2000. "A Robust Optimization Approach for Improving Service Quality," Manufacturing & Service Operations Management, INFORMS, vol. 2(3), pages 264-286, May.
  32. Farah Khattab, 2018. "Developing a Service Quality Model for Private Higher Education Institutions in Lebanon," GATR Journals jmmr177, Global Academy of Training and Research (GATR) Enterprise.
  33. Daskalaki, Vasiliki V. & Voutsa, Maria C. & Boutsouki, Christina & Hatzithomas, Leonidas, 2020. "Service quality, visitor satisfaction and future behavior in the museum sector," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 6(1), pages 3-8.
  34. Bodet, Guillaume, 2008. "Customer satisfaction and loyalty in service: Two concepts, four constructs, several relationships," Journal of Retailing and Consumer Services, Elsevier, vol. 15(3), pages 156-162.
  35. Muhammad Awan & Khalid Mahmood, 2013. "Development of a service quality model for academic libraries," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(2), pages 1093-1103, February.
  36. Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
  37. repec:jtr:journl:v:4:y:2012:i:1:p:55-77 is not listed on IDEAS
  38. Daskalaki, Vasiliki V. & Voutsa, Maria C. & Boutsouki, Christina & Hatzithomas, Leonidas, 2020. "Service quality, visitor satisfaction and future behavior in the museum sector," MPRA Paper 98246, University Library of Munich, Germany.
  39. Donthu, Naveen & Kumar, Satish & Pattnaik, Debidutta, 2020. "Forty-five years of Journal of Business Research: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 109(C), pages 1-14.
  40. R. K Uppal, 2011. "Excellency in banking services - A new road map for banks in the emerging new competition," Journal of Economics and Behavioral Studies, AMH International, vol. 1(1), pages 32-40.
  41. Sayyed Hassan Mirhosseini Ardakani & Mohammad Shaker Ardakani & Mohammad Fotouhi Ardakani, 2015. "A Study about Customer Satisfaction of e-Service Quality of Point of Sale (POS)," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 1(2), pages 120-131, June.
  42. Badri, Masood A., 2001. "A combined AHP-GP model for quality control systems," International Journal of Production Economics, Elsevier, vol. 72(1), pages 27-40, June.
  43. D. Vandaele & P. Gemmel, 2004. "Development of a measurement scale for business-to-business service quality: assessment in the facility services sector," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 04/259, Ghent University, Faculty of Economics and Business Administration.
  44. Koustubh Kanti Ray, 2024. "Customer Perception Towards Pradhan Mantri Jan-Dhan Yojana (PMJDY): An Empirical Investigation from Slum-dwellers Perspective," Millennial Asia, , vol. 15(3), pages 487-514, September.
  45. Suzana Markovic & Sanja Raspor & Jelena Komšic, 2012. "Service Quality Measurement in Croatian Wellness Tourism: An Application of the SERVQUAL Scale," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 5(1), pages 47-58.
  46. Tamara Gajić & Filip Đoković & Ivana Blešić & Marko D. Petrović & Milan M. Radovanović & Dragan Vukolić & Marija Mandarić & Goran Dašić & Julia A. Syromiatnikova & Andrej Mićović, 2023. "Pandemic Boosts Prospects for Recovery of Rural Tourism in Serbia," Land, MDPI, vol. 12(3), pages 1-20, March.
  47. Udo, Godwin J. & Bagchi, Kallol K. & Kirs, Peeter J., 2010. "An assessment of customers’ e-service quality perception, satisfaction and intention," International Journal of Information Management, Elsevier, vol. 30(6), pages 481-492.
  48. Hartline, Michael D. & Jones, Keith C., 1996. "Employee performance cues in a hotel service environment: Influence on perceived service quality, value, and word-of-mouth intentions," Journal of Business Research, Elsevier, vol. 35(3), pages 207-215, March.
  49. Bienstock, Carol C. & Royne, Marla B. & Sherrell, Dan & Stafford, Thomas F., 2008. "An expanded model of logistics service quality: Incorporating logistics information technology," International Journal of Production Economics, Elsevier, vol. 113(1), pages 205-222, May.
  50. Bodur S. Alonazi & Thowayeb H. Hassan & Mostafa A. Abdelmoaty & Amany E. Salem & Mahmoud I. Saleh & Mohamed Y. Helal & Yasser Ahmed Mohamed & Magdy Sayed Abuelnasr & Daniel Alemshet Gebreslassie & Mon, 2023. "Tourist Behavior in the Cruise Industry Post-COVID-19: An Examination of Service Quality, Corporate Image, and Intentions to Pay and Revisit," Sustainability, MDPI, vol. 15(11), pages 1-21, May.
  51. Jungkun Park & Hoang Tran Phuoc Mai Le & Eklou R. Amendah & Dongyoup Kim, 2021. "A Look at Collaborative Service Provision: Case for Cosmetic Surgery Medical Tourism at Korea for Chinese Patients," IJERPH, MDPI, vol. 18(24), pages 1-20, December.
  52. Danilo M. Marchiori & Emerson W. Mainardes & Ricardo G. Rodrigues, 2018. "Validation of the ISS-QUAL and the role of gender, age and education on it service quality in the public sector," Information Technology and Management, Springer, vol. 19(4), pages 217-230, December.
  53. Zhang, Cuihua & Xing, Peng, 2015. "A research on service quality decision-making of Chinese communications industry based on quantum game," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 432(C), pages 9-15.
  54. Aleksandra Jonkisz & Piotr Karniej & Dorota Krasowska, 2021. "SERVQUAL Method as an “Old New” Tool for Improving the Quality of Medical Services: A Literature Review," IJERPH, MDPI, vol. 18(20), pages 1-10, October.
  55. Karsten Hadwich & Corina Keller, 2015. "Interne Servicequalität in Unternehmen: Eine empirische Untersuchung der Einflussfaktoren und Auswirkungen," Schmalenbach Journal of Business Research, Springer, vol. 67(2), pages 170-205, May.
  56. Ahmet Kara, 2009. "An applied stochastic model of the quality–quantity trade-off in the public health care sector," Quality & Quantity: International Journal of Methodology, Springer, vol. 43(2), pages 277-289, March.
  57. Mohamed, Ghada Abd-Alla, 2006. "Service Quality of Travel Agents: The Viewpoint of Tourists in Egypt," MPRA Paper 25388, University Library of Munich, Germany, revised 28 Jan 2007.
  58. Zhao, Y. Lisa & Di Benedetto, C. Anthony, 2013. "Designing service quality to survive: Empirical evidence from Chinese new ventures," Journal of Business Research, Elsevier, vol. 66(8), pages 1098-1107.
  59. Gleitsmann, Sinje & Guttzeit, Mandy & Roschk, Holger, 2010. "Die kundenseitige Wahrnehmung der Servicequalität bei der Nutzung von SST," Ilmenauer Schriften zur Betriebswirtschaftslehre, Technische Universität Ilmenau, Institut für Betriebswirtschaftslehre, volume 3, number 32010, September.
  60. Koerner, Melissa M., 2000. "The Conceptual Domain of Service Quality for Inpatient Nursing Services," Journal of Business Research, Elsevier, vol. 48(3), pages 267-283, June.
  61. Demirci Orel, Fatma & Kara, Ali, 2014. "Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market," Journal of Retailing and Consumer Services, Elsevier, vol. 21(2), pages 118-129.
  62. Shun-Hsing Chen, 2006. "Establishment of a performance-evaluation model for service quality in the banking industry," The Service Industries Journal, Taylor & Francis Journals, vol. 29(2), pages 235-247, October.
  63. Chandra Mahapatra, Subas & Bellamkonda, Raja Shekhar, 2023. "Higher expectations of passengers do really sense: Development and validation a multiple scale-FliQual for air transport service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
  64. Homburg, Christian & Rudolph, Bettina, 2001. "Customer satisfaction in industrial markets: dimensional and multiple role issues," Journal of Business Research, Elsevier, vol. 52(1), pages 15-33, April.
  65. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
  66. Monica M. & Ramanaiah G., 2018. "Service Quality Measurement at Brand Factory: An Empirical Study," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 43(1-2), pages 70-77, February.
  67. Elmira Jamei & Melissa Chan & Hing Wah Chau & Eric Gaisie & Katrin Lättman, 2022. "Perceived Accessibility and Key Influencing Factors in Transportation," Sustainability, MDPI, vol. 14(17), pages 1-22, August.
  68. Somnath Mukherjee & Shradha Shivani, 2016. "Marketing Mix Influence on Service Brand Equity and Its Dimensions," Vision, , vol. 20(1), pages 9-23, March.
  69. Akter, Shahriar & Wamba, Samuel Fosso & D’Ambra, John, 2019. "Enabling a transformative service system by modeling quality dynamics," International Journal of Production Economics, Elsevier, vol. 207(C), pages 210-226.
  70. William Jen & Kai-Chieh Hu, 2003. "Application of perceived value model to identify factors affecting passengers' repurchase intentions on city bus: A case of the Taipei metropolitan area," Transportation, Springer, vol. 30(3), pages 307-327, August.
  71. Suleiman AL KHATTAB & FARES FRAIJ, 2011. "Assessing Students’ Satisfaction With Quality Of Service Of Students Information System," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 111-125, May.
  72. Ghazi Zouari & Marwa Abdelhedi, 2021. "Customer satisfaction in the digital era: evidence from Islamic banking," Journal of Innovation and Entrepreneurship, Springer, vol. 10(1), pages 1-18, December.
  73. Mohammed Aminu Sualihu & M. Arifur Rahman & Zakiya Tofik-Abu, 2017. "The Payment Behavior of Water Utility Customers in the Greater Accra Region of Ghana: An Empirical Analysis," SAGE Open, , vol. 7(3), pages 21582440177, September.
  74. Manuel Rodríguez-Díaz & Crina Isabel Rodríguez-Voltes & Ana Cristina Rodríguez-Voltes, 2018. "Gap Analysis of the Online Reputation," Sustainability, MDPI, vol. 10(5), pages 1-15, May.
  75. Meesala, Appalayya & Paul, Justin, 2018. "Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 261-269.
  76. Pitinan Kawachart, 2013. "Customer Satisfaction with Luxury Hotel in Bangkok: The Influence of Housekeeping Services Quality," ERES eres2013_296, European Real Estate Society (ERES).
  77. Andrews A. Yalley & Gloria K. Q. Agyapong, 2017. "Measuring service quality in Ghana: a crossvergence cultural perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 22(2), pages 43-53, June.
  78. Giao, Ha Nam Khanh & Thy, Nguyen Thi Anh & Vuong, Bui Nhat & Van Kiet, Truong & , Le thi Phuong Lien, 2020. "Outpatient satisfaction at private general hospitals in Ho Chi Minh City, Vietnam," OSF Preprints at3nu, Center for Open Science.
  79. Heng Zhang & Po-Chien Chang & Ming-Fong Tsai, 2018. "How Physical Environment Impacts Visitors’ Behavior in Learning-Based Tourism—The Example of Technology Museum," Sustainability, MDPI, vol. 10(11), pages 1-25, October.
  80. Vasiliki V Daskalaki & Maria C Voutsa & Christina Boutsouki & Leonidas Hatzithomas, 2020. "Service quality, visitor satisfaction and future behavior in the museum sector," Post-Print hal-02440954, HAL.
  81. Chileshe Ng’andu Musaba & Emmanuel C. Musaba & Simon I.R. Hoabeb, 2014. "Employee Perceptions of Service Quality in the Namibian Hotel Industry: A SERVQUAL Approach," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 4(4), pages 533-543, April.
  82. Dávila Bustamante Manuel Enrique & Coronado Quintana José Angel & Cerecer Castro Bayardo Manuel, 2012. "Las dimensiones de la calidad del servicio en el proceso de distribución y comercialización de energía eléctrica," Contaduría y Administración, Accounting and Management, vol. 57(3), pages 175-195, julio-sep.
  83. Martínez, Jose A. & Martínez, Laura, 2010. "Some insights on conceptualizing and measuring service quality," Journal of Retailing and Consumer Services, Elsevier, vol. 17(1), pages 29-42.
  84. Andreas Kakouris & Elina Meliou, 2011. "New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges," Public Organization Review, Springer, vol. 11(4), pages 351-369, December.
  85. Calabrese, Armando, 2012. "Service productivity and service quality: A necessary trade-off?," International Journal of Production Economics, Elsevier, vol. 135(2), pages 800-812.
  86. Choi, Kui-Son & Cho, Woo-Hyun & Lee, Sunhee & Lee, Hanjoon & Kim, Chankon, 2004. "The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study," Journal of Business Research, Elsevier, vol. 57(8), pages 913-921, August.
  87. Jorge Vera & Andrea Trujillo, 2018. "Assessing the effect of service quality over user satisfaction in public health institutions in Mexico," Contaduría y Administración, Accounting and Management, vol. 63(2), pages 28-51, Abril-Jun.
  88. Witkowski, Terrence H. & Wolfinbarger, Mary F., 2002. "Comparative service quality: German and American ratings across service settings," Journal of Business Research, Elsevier, vol. 55(11), pages 875-881, November.
  89. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
  90. Caruana, Albert & Ewing, Michael T. & Ramaseshan, B., 2000. "Assessment of the Three-Column Format SERVQUAL: An Experimental Approach," Journal of Business Research, Elsevier, vol. 49(1), pages 57-65, July.
  91. Mansour Lotayif, 2017. "Empirical Assessment and Application of SERVQUAL Evidence from UAE Banks," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(4), pages 197-197, March.
  92. Ajimon George & Jobin Sahadevan, 2019. "A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective," IIM Kozhikode Society & Management Review, , vol. 8(1), pages 50-59, January.
  93. Hightower, Roscoe Jr & Brady, Michael K. & Baker, Thomas L., 2002. "Investigating the role of the physical environment in hedonic service consumption: an exploratory study of sporting events," Journal of Business Research, Elsevier, vol. 55(9), pages 697-707, September.
  94. Spiros Gounaris, 2005. "An alternative measure for assessing perceived quality of software house services," The Service Industries Journal, Taylor & Francis Journals, vol. 25(6), pages 803-823, September.
  95. Brzezińska-Wójcik Teresa & Widz Monika, 2017. "Evaluation of the Quality of Tourist Packages in Tunisia by Polish Tourists: A Case Study Using the SERVPERF Method," Turyzm / Tourism, Sciendo, vol. 27(2), pages 11-21, December.
  96. Wang, Wei-Tsong & Ou, Wei-Ming & Chen, Wen-Yin, 2019. "The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective," International Journal of Information Management, Elsevier, vol. 44(C), pages 178-193.
  97. Jorge Vera & Andrea Trujillo, 2018. "El efecto de la calidad del servicio en la satisfacción del derechohabiente en instituciones públicas de salud en México," Contaduría y Administración, Accounting and Management, vol. 63(2), pages 5-27, Abril-Jun.
  98. Emmanuel Agwu Arisi-Nwugballa, 2016. "Does Outsourcing Improve Quality of Service in Public Healthcare Institutions in South-East Nigeria?," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 6(2), pages 196-203, April.
  99. Fu, Xue-mei & Zhang, Jiang-hua & Chan, Felix T.S., 2018. "Determinants of loyalty to public transit: A model integrating Satisfaction-Loyalty Theory and Expectation-Confirmation Theory," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 476-490.
  100. Mushtaq Ahmad Bhat, 2012. "Tourism Service Quality: A Dimension-specific Assessment of SERVQUAL," Global Business Review, International Management Institute, vol. 13(2), pages 327-337, June.
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  102. Hyunsuk Choi & Saehya Ann & Kwang-Woo Lee & Duk-Byeong Park, 2018. "Measuring Service Quality of Rural Accommodations," Sustainability, MDPI, vol. 10(2), pages 1-15, February.
  103. Kaatz, Christopher, 2020. "Retail in my pocket– replicating and extending the construct of service quality into the mobile commerce context," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  104. Muhammad Naeem Anjum & Bi Xiuchun & Jaffar Abbas & Zhang Shuguang, 2017. "Analyzing predictors of customer satisfaction and assessment of retail banking problems in Pakistan," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1338842-133, January.
  105. Wojciechowska-Solis, Julia & Śmiglak-Krajewska, Magdalena & Kalinowski, Slawomir, 2022. "Assessing the quality of agritourism farm services using the Servqual method," Village and Agriculture (Wieś i Rolnictwo), Polish Academy of Sciences (IRWiR PAN), Institute of Rural and Agricultural Development, vol. 192(3), February.
  106. Vinh V Thai, 2016. "The impact of port service quality on customer satisfaction: The case of Singapore," Maritime Economics & Logistics, Palgrave Macmillan;International Association of Maritime Economists (IAME), vol. 18(4), pages 458-475, December.
  107. Kelley, Scott W. & Turley, L. W., 2001. "Consumer perceptions of service quality attributes at sporting events," Journal of Business Research, Elsevier, vol. 54(2), pages 161-166, November.
  108. Ali, Muhammad & Raza, Syed Ali, 2015. "Measurement of Service Quality Perception and Customer Satisfaction in Islamic Banks of Pakistan: Evidence from Modified SERVQUAL Model," MPRA Paper 64039, University Library of Munich, Germany.
  109. Jaya Sangeetha, 2017. "Development of Scale for Service Quality, Satisfaction and Behavioral intentions: Middle Eastern Context," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 7(2), pages 1-4.
  110. Gür, Oya Altinsoy, 2019. "Targeted and perceived service quality," MPRA Paper 98034, University Library of Munich, Germany.
  111. Nikhil Chandra Shil & Bhagaban Das, 2012. "Satisfaction management in retail financial services: an analysis of gap in perceived quality," International Journal of Financial Services Management, Inderscience Enterprises Ltd, vol. 5(3), pages 256-271.
  112. E. Ciavolino & A. Calcagnì, 2015. "Generalized cross entropy method for analysing the SERVQUAL model," Journal of Applied Statistics, Taylor & Francis Journals, vol. 42(3), pages 520-534, March.
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  114. Chakravarty, Sugato & Feinberg, Richard & Rhee, Eun-Young, 2004. "Relationships and individuals' bank switching behavior," Journal of Economic Psychology, Elsevier, vol. 25(4), pages 507-527, August.
  115. DonHee Lee, 2017. "HEALTHQUAL: a multi-item scale for assessing healthcare service quality," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 491-516, September.
  116. Libh Anthony L. Limama & Fatma M. Idris & Roderick C. Rodriguez & Gladys B. Ave & Alberto N. Bandiola, 2022. "Service Quality of an Educational Institution Office Employees: Basis For A Proposed Training Design," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 6(1), pages 23-45, January.
  117. de Wulf, K. & Odekerken-Schröder, G.J. & van Kenhove, P., 2002. "Investments In Consumer Relationships - A Critical Reassessment And Model Extension," Research Memorandum 077, Maastricht University, Maastricht Research School of Economics of Technology and Organization (METEOR).
  118. David Nyongesa Murambi & Henry M. Bwisa, 2014. "Service Quality and Customer Satisfaction in Public Transport Sector of Kenya: A Survey of Shuttle Travelers in Kitale Terminus," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(9), pages 402-412, September.
  119. Joyce A. Hunter & Jason R. Lambert, 2016. "Do we feel safer today? The impact of smiling customer service on airline safety perception post 9–11," Journal of Transportation Security, Springer, vol. 9(1), pages 35-56, June.
  120. Lea Kosnik & L. Douglas Smith & Satish Nayak & Maureen Karig & Mark Konya & Kristy Lovett & Zhennan Liu & Harrison Luvai, 2015. "Assessing Residential Customer Satisfaction for Large Electric Utilities," Working Papers 1007, University of Missouri-St. Louis, Department of Economics.
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  143. repec:ehu:cuader:7959 is not listed on IDEAS
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